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

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.