The player from Italy encountered issues with the casino, alleging that after winning €5,000 and receiving encouragement from his VIP manager to keep playing, he ultimately lost everything. Despite having requested account closure multiple times, it was only closed after his losses, and he sought the return of €4,800 and contact information for the dealer. The Complaints Team reviewed the situation but concluded that the player's account closure requests did not meet the criteria for self-exclusion, which prevented them from holding the casino responsible for the losses incurred prior to a valid self-exclusion notice. Due to a lack of further communication from the player, the complaint was ultimately closed, although the player retained the option to reopen it in the future.
Betlabel Casino - Player’s account has been closed without resolution.
Player stopped responding
Amount: €4,800
Betlabel Casino
Safety Index:Fresh casinoCase summary
Hi, this casino, which still pays, is also defrauding its customers, especially compulsive gamblers like me. After winning around €5,000 and depositing €2,000, then €3,000 in winnings and paying them, they start sending me strange congratulatory emails. So I start losing again and beg my personal VIP manager to close my account before I gamble it all again. She always tells me to keep playing, because I'm winning, and she never closes it. So it happens that I lose everything and she magically closes my account. Seven days after my first request, I want my €4,800 back and the contact information for their dealer, please. I'm attaching the emails.
Dear player,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion:
- Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.
- On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem).
Could you please specify if you provided the casino with the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino (not as screenshots)? My email address is [email protected].
Thank you very much in advance.
Best regards,
Natalia
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Hi, I sent you the email. Regardless of the reason, they closed it after 10 days, not respecting the deadline. Are you doing nothing?
If they closed on time I wouldn't have lost the money
Dear player, thank you for the email. I understand how upsetting this situation must feel. However, after reviewing the message you provided, we can’t treat it as a valid self-exclusion request.
A proper self-exclusion request needs to clearly state that you wish to stop gambling due to gambling-related problems or addiction and that you want your account to be closed for responsible-gambling reasons. This kind of wording is important because:
- It leaves no doubt about your intention to permanently (or for a defined period) block access to your account.
- It obliges the casino to follow its responsible-gambling policy, which usually includes immediate or time-bound closure and prevention of further deposits.
The email you forwarded mainly mentions losses and a casual "otherwise close the account," which can be understood as a regular account closure or a temporary break, not a responsible-gambling exclusion.
Please also note that we cannot ask the casino to refund any losses that occurred before they were clearly informed about a gambling addiction. Without an explicit self-exclusion request, the casino cannot be held responsible for play that took place prior to receiving such notice.
Please let me know if you have any additional evidence of a clear self-exclusion request, and I'll be glad to review it. Otherwise, I'll be forced to reject your complaint.
Dear luxor83,
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,
Natalia
Casino.Guru
