Betlabel Casino - Player cannot access account to withdraw winnings.

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Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betlabel Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried accessing your player's account using different devices and different browsers?
• Was your account verified during a separate KYC process recently or in the past?
• Could you please share with me your communication with the casino after the email change? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi,

I have tried everything. I have not been able to login to my account since i won. I followed KYC at the casino request in order to change my email to a gmail account because they said they were having technical problems with hotmails so you cannot get a code to it. The device is not the issue not getting a code to any email account is. all was fine to deposit but ever since no. The casino are un cooperative and not helping. They leave me on chat for an hour and say try again and still the same. Last access to my account was 3rd April when i played and won.

Francesco

Dear Scamacca29,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Scamacca29,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Betlabel Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Betlabel Casino,

Please provide detailed information regarding the player’s issue, specifically clarification about the player’s current access to the account following the email address change, including the reasons why the account became unavailable or inaccessible after the update.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello,

We would like to clarify that the player has already been provided with the necessary recommendations regarding this matter.

Previously, there were certain issues with email delivery. However, as far as we can see, this issue has now been resolved.

The player was also offered the option to activate the phone number as an alternative solution. However, the required documents for this procedure were not provided.

At this stage, we kindly ask the player to try requesting the verification code by email once again. If the issue persists, we recommend contacting our support team through the official communication channels so that our colleagues can review the situation again and provide further assistance.

Hello everyone,

thank you, Betlabel Casino, for the update.

Dear Scamacca29, please follow the steps provided by the casino (try requesting the verification code again via email, or use the phone verification option if needed).

Let me know how it goes or if you are still unable to access the account, and I will continue monitoring the case.

Dear Scamacca29,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Samuel
Casino.Guru