Betlabel Casino - Player's account has been closed.

I opened an account with this betting site, it allowed me to make a deposit and place a bet. I went to verify my details, checked my email, and then I had a problem with the phone. I contacted them via chat and they told me my account was blocked and I couldn't use the site. I asked how that was possible since they had allowed me to deposit funds and place bets. They gave me an email address to contact them. block@betlabel.com I told them what happened and they closed my account. I want my 10 euros back, regardless of the outcome of the bet.

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Dear jotam1976,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

• Did you accumulate your winnings by playing casino games, sports betting, or both?
• Did Casino communicate with you the reason of blocking your account?
• Had you completed KYC verification before you lost access to the account?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Once I made the deposit, I placed a bet and started the verification process. I was left with the phone number, which I couldn't even complete. They told me I had a duplicate account, but I've never had a completed account with them. Even if there were a duplicate account, which there isn't, they shouldn't have let me do anything. It's easy to let you register, make a deposit, and then block your account. So, I'm keeping the deposit; that's called SCAM. I'm just asking for my 10 euros back. I sent them emails saying I wasn't receiving the SMS and they weren't replying. Then I saw they had blocked my account. I contacted them via chat, and that's when they told me about the duplicate account.

Dear jotam1976,

Thank you for the clarification.

Could you please confirm whether there is any possibility that someone else in your household has previously registered or played at Betlabel Casino using the same IP address or internet connection as you?

Karla M.

That's not possible. The only thing that could have happened is that it started an opening but didn't finish it or verify it.

Dear jotam1976,

Thank you for your clarification.

Could you please share with me any relevant communication you have had with Betlabel Casino regarding this issue, particularly any messages where the casino informed you that your account was considered a duplicate?

If available, please also provide any screenshots or other evidence showing the account closure, your deposit, and the unsuccessful verification attempt.

You can attach the evidence directly here in the complaint thread or send it to my email at karla.m@casino.guru.

Thank you very much in advance for your cooperation.

Karla M.

I've sent emails; I don't have screenshots, but I have an email stating that I have a duplicate account and requesting proof, and another email requesting an email address to unlock the account, knowing, as stated in the same email, that this is how the account is unlocked.

Dear jotam1976,

Thank you for your reply.

Could you please send me the emails you mentioned, particularly the email in which the casino informed you that you had a duplicate account and the email regarding the unlocking of your account?

You can send them to me at karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.