Betlabel Casino - Player’s account has been closed.

Good morning, I have €901.02 in my Betlabel casino account and I want to withdraw it, but it won't let me. When it asks me to enter my phone number, I don't receive the code. Because of this, I contacted customer service and they told me to send an email to block@betlabel.com I haven't received any response for a week now, and my account has been closed, so I can't log in or do anything. I request a withdrawal of my money because I don't understand this whole process.

They're not answering my emails or anything right now.

I need your help in this situation, please.

Thanks a lot

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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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? 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 was a player for just a few days... I don't know exactly now.

I found out because I couldn't withdraw money and I wrote to the platform and they told me to send an email to block@betlabel.com From then on I couldn't do anything.

He played Caribbean Poker.

Do not use any bonus.

I don't have any chats with them but I have the balance etc.

Thanks for your reply.

You wrote:

Because of this, I contacted customer service and they told me to send an email to block@betlabel.com I haven't received any response for a week now

Could you please send me this correspondence and include any automated response you might have received, such as a ticket ID?

Send this information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Dear amadeo2553,

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, Michal (michal.k@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

Hello amadeo2553,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Betlabel Casino to join the conversation.

Dear Betlabel Casino,

Could you please clarify why the player is not receiving the SMS verification message?

If the SMS verification is required to confirm the authenticity of the player's phone number, would it be possible to verify the number by contacting the player directly by phone instead?

Additionally, could you please let us know what alternative verification options may be available to the player so that they can proceed with their withdrawal?

Thank you in advance.

Good afternoon, I could give you my direct bank account details for the deposit. It's no problem to contact me at my phone number.

I have no idea why it won't let me make the withdrawal. I can't access my account right now either.

Thank you very much, I hope there is a solution.

Hello amadeo2553,

Your account has been blocked due to gambling addiction concerns. To proceed with the withdrawal of your remaining funds, please contact our dedicated team at block@betlabel.com.

Our colleagues will provide you with the necessary instructions.

This wasn't there at the time of the withdrawal. Tell me how to withdraw the money I have, since my account is blocked.

I await your response.

Thank you

Dear amadeo2553,

As we mentioned earlier, to withdraw the remaining funds, please contact our team at block@betlabel.com.

Our colleagues will review your case and provide the necessary assistance with the withdrawal process.

Okay, I've sent them an email. I'm waiting to hear back.

Thank you so much

Dear amadeo2553,

Could you please kindly confirm whether you have already received a response from our colleagues at block@betlabel.com regarding your case?

If so, please let us know so we can understand the current status and proceed accordingly.

I have not received any response from block@betlabel.com You can contact us to resolve this issue. I've been waiting for a month.

Thank you so much

This is the email I sent 9 days ago to the email address block@betlabel.com .

I'm waiting for a response. Do I have anything else to do? Should I send it again?

Thank you

Dear amadeo2553,

Our colleagues will contact you as a matter of priority.

Thank you for your patience.

My account has been unlocked so I can withdraw the money, but when I enter my phone number, I don't receive the code. I've sent them an email and I'm waiting for a response.

Thank you.

Yesterday they told me they couldn't see two of the images they requested clearly, so I resent them this morning. They haven't replied yet.

I'm waiting to finally put an end to this nightmare.

Thank you

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear amadeo2553,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru