Betlabel Casino - Player’s account has been closed with blocked winnings.

I would like to request your assistance regarding a dispute with BetLabel Casino.

I registered an account, completed several deposits without any issues, and deposited approximately €5,000 in total. I then played exclusively on the casino section (slot games and casino games).

After playing, my account balance increased to approximately €11,000.

When I attempted to withdraw my winnings, my withdrawal was blocked and I was no longer able to access my funds.

I immediately contacted the live chat support, where I was informed that they could not assist me and that I had to contact the Block/Security Department by email.

I followed their instructions and sent an email to the Block Department. However, I have not received any response.

Since then, the situation has become even worse, as I am now unable to access my account at all.

At this moment:

I cannot log into my account.

I cannot access my balance.

I cannot submit a withdrawal request.

I have received no explanation from the Security Department regarding the current status of my funds.

I respectfully request Casino Guru’s assistance in contacting the casino and helping clarify the status of my account and my balance.

My only objective is to obtain access to my account or, alternatively, to receive the withdrawal of the funds legitimately held in my gaming account.

Thank you very much for your assistance.

Kind regards,

Michele

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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?
• What games and game providers did you play to accumulate your current balance in the casino?
• Have you achieved your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue or any other supporting evidence? 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

Dear wjersey,

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.

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,
Tomas
Casino.Guru