Betlabel Casino - Player’s account closure is disputed.

Title: BetLabel ignored self-exclusion since 23/08/2026 and withheld 2000 EUR - admits "internal administrative flow".

I requested self-exclusion for gambling addiction via Live Chat on 23/08/2026. BetLabel's own Terms state Live Chat is valid for self-exclusion.

They did NOT block my account immediately. They allowed me to deposit and continue gambling after my request.

Now they sent an email (attached) admitting my account was only "permanently closed after internal analysis" and that closure follows an "internal administrative flow" where I must "await formal confirmation" and "abstain immediately from using gambling services". They state deposits before "effective blocking" will not be refunded.

This is a clear responsible gambling violation. They admit there was a delay between my self-exclusion request and actual blocking, and they retained my balance of 2000 EUR.

I request full payment of 2000 EUR and refund of deposits made after 23/08/2025.

Attached: email admitting delay + Terms + chat requesting self-exclusion.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Betlabel Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide the timeline of events? Specifically, when did you first express gambling problems, and when was your last deposit made?
• Could you please confirm whether you currently still have access to your account? If not, when did the casino close your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you for your message.

Here is the timeline:

- *23/09/2026*: I requested self-exclusion via live chat due to gambling addiction. (Screenshot sent to your email)

- *24/09/2026*: I also sent a self-exclusion request by email due to gambling addiction.

- *25/09/2026*: Despite my requests, the account remained open and I made my last deposit. Total deposits after my first request were approx 2000€.

- *26/09/2026*: The account was only closed on this date. The casino admitted in an email that the delay was due to "internal flow".

I confirm I no longer have access to my account, it is now closed.

I have sent all proof to your email as requested: the chat transcript from 23/09, the email request from 24/09, and the casino's email from 26/09 admitting the delay.

Thank you for your help.

Best regards,

[Redacted]

Hi Attila, just a small correction - the self-exclusion request was on 23/09/2026, not 23/08/2026. The date in the Case Summary is wrong.

Thank you.

Dear Player,

According to the information provided, you submitted your first self-exclusion request due to gambling problems on September 23, and the casino closed your account on September 26.

Please note that self-exclusion requests may require manual processing by the responsible department. This process can take some time to ensure that the request is handled appropriately.

From our perspective, BetLabel Casino restricted your account within a reasonable timeframe. Therefore, we cannot hold the casino responsible for the deposits made during this processing period.

As a result, you are unfortunately not eligible for a refund of these deposits, and we have no choice but to reject your complaint as unjustified.

Thank you for your understanding.

Best regards,

Attila

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