BetLabel Casino - Player experiences delayed withdrawals due to repeated KYC requests.

Betlabel verzögert Auszahlung durch endlose, wiederholte KYC-Anfragen.

Solange ich verlor, funktionierte mein Konto ohne Probleme. Sobald ich Gewinne erzielte, wurde mein Konto gesperrt und eine umfangreiche KYC-Prüfung eingeleitet.

Über drei Wochen habe ich vollständig kooperiert und eingereicht: Führerschein, Aufenthaltserlaubnis, Kontoauszüge, Banking-App-Screenshots, einen vollständigen Zahlungsdienstleister-Transaktionsbeleg und ein datiertes Verifizierungs-Selfie.

Nach jeder Einreichung kam statt einer Bestätigung eine neue, teils identische Anfrage.

Warum ich das bestreite:

Kein konkreter Grund wurde je genannt. Meine Spielhistorie zeigt keine Auffälligkeiten. Die wiederholten, identischen Anfragen trotz vollständiger Kooperation deuten auf gezielte Verzögerung statt echte Prüfung hin.

Was ich wünsche:

Abschluss der Verifizierung und vollständige Auszahlung meines Guthabens. Falls weitere Dokumente nötig sind, fordere ich eine konkrete Begründung, was genau fehlt.

Beweise: Alle eingereichten Dokumente, vollständige Korrespondenz mit Betlabel, Nachweis der wiederholten identischen Anfragen.

Important notice:

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.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Attila

Hello Attila,

Thank you for looking into this. Here is a full list of everything I have submitted to Betlabel so far, over a period of nearly four weeks:

Driving licence

German ID card

Electricity bill (proof of address)

Bank statements in two different formats confirming my deposits

Detailed payment processor transaction information, including authorization code, ARN, and RRN

Screenshots of banking app transactions

A selfie holding my ID together with my Betlabel account visible

A selfie holding a paper with the current date and a verification code they provided

Despite submitting all of this, I continue to receive new requests. Each time, I have directly asked their support how many more documents I need to provide, or what specifically is still missing, so I can resolve this once and for all. Instead of a clear answer, I only receive a generic, repeated response along the lines of "waiting for requested files," with no explanation of what remains outstanding.

I understand and respect that KYC is a serious and necessary process, and I have fully cooperated with every request without exception. My concern is that after nearly a month and this volume of documentation, there has been no clear communication about what is still required to complete verification, only repeated vague responses.

I would appreciate your help in getting a clear, specific answer from Betlabel about exactly what is missing, and in moving this toward a resolution.

Thank you for your assistance.

Best regards

Hello beklife_00,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Dear beklife_00,

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,
Attila
Casino.Guru