The player from Germany filed a complaint against BetLabel due to significant delays in the verification process and issues regarding access to their account and deposits. Despite submitting multiple documents for KYC, including a bank statement, they received vague responses about document insufficiency. The player requested the completion of the verification process, access to their €4,500 in deposits, and clarification on the issues faced. The complaint was closed due to the player's lack of response to requests for further information and documentation needed to investigate the missing €1,500 deposit. The player was informed that they could reopen the complaint if they chose to resume communication.
Betlabel Casino - Player faces delays in withdrawal and verification.
Closed
Our verdict
Player stopped responding
Amount: €4,500
Betlabel Casino
Safety Index 7.0 Fresh casinoCase summary
Discussion
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3 months ago
Translation
I wish to file a complaint against BetLabel due to significant delays and obstacles in the verification process, as well as problems regarding my deposits and access to my account.
Timeline:
On April 28, 2026, I made a deposit of €1,500 into my BetLabel account.
On April 29, 2026, I submitted all the requested documents for KYC verification.
I received no feedback for an extended period of time.
Therefore, I sent reminders on May 7, 2026, and again on May 12, 2026.
On May 6, 2026, I deposited an additional €3,000.
Despite deposits totaling €4,500, I was unable to use or withdraw my balance because the verification of my account has not been completed to this day.
On May 13, 2026, BetLabel finally requested further documents, in particular a bank statement in PDF format. I submitted this immediately after the request.
However, after submitting the documents, I repeatedly received only general replies stating that the documents were "insufficient" or "unacceptable," without any specific explanation of what exactly was wrong with the documents.
I have submitted the following documents:
my identity card (front and back),
Passport photos,
Bank statements in PDF format,
as well as evidence of the transactions.
Nevertheless, BetLabel continued to delay the verification process without giving specific reasons or clear instructions.
Additionally, my deposit of €1,500 on April 28, 2026 was temporarily not displayed correctly in my account balance, which caused additional concerns.
I believe the verification process was unnecessarily delayed and I was treated unfairly. Therefore, I request:
The immediate completion of account verification,
Full access to my deposited funds,
Clarification regarding the missing or delayed processing of the deposit,
A clear explanation of which documents are allegedly insufficient and why.
Upon request, I can provide screenshots, emails, proof of payment, and all communication with the casino.
Automatic translation:
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3 months ago
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.
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3 months ago
Dear mrgoodlife,
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 can 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.
- Do you have access to your account?
- You mentioned that your deposit of €1,500 was temporarily not displayed correctly in your account balance. Could you please confirm if this has been resolved or not?
- Could you please forward us a copy of your bank statement that was sent to the casino? Please forward it to jean.s@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Jean
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3 months ago
TranslationYes, I have access to my account, and the €1,500 deposit was neither credited to nor credited back to my account. I have just sent you the bank statement.
Edited
Automatic translation:
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2 months ago
TranslationThe verification process has now been completed after much back and forth. Unfortunately, the €1,500 deposit is still missing.
Automatic translation:
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2 months ago
Thank you very much for your reply, mrgoodlife.
Could you please show screenshots of your deposit history in your casino account?
Additionally, could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru regarding the missing €1,500 deposit? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.
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2 months ago
Dear mrgoodlife,
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.
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2 months ago
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,
Jean
Casino.Guru
