BetLabel Casino - Player’s account has been closed.

Hallo,

ich habe zwei Überweisungen von je 500€ am 18.08.2026 auf mein Bankkonto der C24 Bank angewiesen. Diese hat mein Konto gesperrt und jetzt sogar gekündigt. Angeblich soll ich ein offizielles Bankdokument einreichen und 4 Wochen warten. Das Geld wurde am selben Tag retourniert und die Nachricht aus dem Bankchat habe ich auch schon eingereicht. Inpay der Zahlungdienstleister von Betlabel wurde am selben Tag abgelehnt. Siehe Screenshot.

Ich hoffe sie können mir irgendwie helfen.

Mit freundlichen Grüßen

Max

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Ich habe mich auf Sportwetten konzentriert.

Ich bin verifiziert. Und ich habe noch Zugriff auf das Spielerkonto. Mein Bankkonto wurde gesperrt.

Die Gewinne wurden ohne Bonus erzielt.

Mit freundlichen Grüßen

Max W***

Thank you for your response, Max2812. I appreciate your efforts in answering my questions. However, I am still having difficulty fully understanding the issue. Would you be able to provide additional details? Did you request a withdrawal to a bank account that has been closed?

Sorry, aber nach 7 Tagen fällt euch ein, dass ihr das Problem nicht verstanden habt??? Ich habe es genauestens beschrieben.

Ich habe 2 Auszahlungen beantragt bei Betlabel. Diese wurden auf mein Bankkonto angewiesen von Betlabel. Meine Bank hat diese Überweisung aber abgelehnt und retourniert. Entsprechend müsste das Geld jetzt wieder auf mein Betlabel Konto zurückkehren. Das ist aber noch nicht passiert. Ich warte nun seit dem 18.08.2026 das das Geld, welches von meiner Bank retourniert wurde, auf mein Betlabel Konto zurückkehrt. Das ist aber bisher nicht passiert. 3 Wochen sind nun schon vergangen.

Mit freundlichen Grüßen

Max

Have you received any confirmation from your bank that the funds have been returned? Could you please forward it to me? My email address is kristina.s@casino.guru. Additionally, if you discussed this issue with the casino, please forward this conversation to me too. Thank you.

Dear Max2812,

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.

Ich habe wie gewünscht, schon vor einer Woche die Daten per Mail an die entsprechende Adresse gesendet.

Mit freundlichen Grüßen

Max

Dear Max2812,

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, Martina (martina.b@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,

Kristina

Dear Max2812,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Betlabel Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Es handelt sich ja um 2 Auszahlungen mit je 500€, die beide am 18.08.2026 beantragt worden bei Betlabel und direkt danach von meiner Bank retourniert wurden.

Eine diese Auszahlungen wurde mittlerweile auf mein Betlabel Konto gutgeschrieben. So dass nun aber immer noch 500€ fehlen...nach mittlerweile 5 Wochen.

Wie lange muss ich denn noch warten? Seit dem 18.08.2026 sind 6 Wochen vergangen.

Dear Max2812,

We have checked the situation with the relevant team. According to the information available to us, the returned funds have not been received on our side.

At this stage, we recommend contacting your bank directly and asking them to trace the transactions and clarify the current status of the funds.

Dear Martina, we have also sent you additional information and supporting evidence regarding this case by email.

Doch, das Geld wurde heute zurückerstattet auf mein Betlabel Konto! Schön das es nach 6 Wochen endlich geklappt hat.

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

Dear Max2812,

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,

Martina