The player from Austria had encountered issues with her casino account after withdrawing €800 successfully, while subsequent withdrawal requests of €990 and €200 were rejected due to missing documents. Support had been unhelpful, and after she provided additional information, her profile was blocked without explanation, leaving her with €1200 in outstanding winnings. The complaint was closed due to the player's lack of response to inquiries and reminders from the Complaints Team. The player retained the option to reopen the complaint in the future if she chose to resume communication.
Betlabel Casino - Player's account has been closed without reason.
Closed
Our verdict
Player stopped responding
Amount: €1,200
Betlabel Casino
Safety Index:Fresh casinoCase summary
Discussion
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1 month ago
Translation
On March 3rd, I requested and received a payment of €800. On March 4th, I requested a payment of €990, which was not processed, nor was the requested payment of €200 on March 5th.
On March 6th, I requested two more withdrawals, which were processed. My €990 and €200 withdrawals were then rejected because documents were missing, which I intended to submit. When I contacted support, they weren't helpful and tried to fob me off with standard requests like "provide your ID number" (which I had already provided). After the support representative asked for my phone number, which I hadn't yet provided, she said she needed to quickly check something with colleagues, and then my profile was blocked without any specific reason being given. Since then, I've been trying to contact support via email because €1200 in winnings are still outstanding.
Automatic translation:
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1 month ago
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.
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1 month ago
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?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the blocking of your account? 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
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1 month ago
Dear Kathei,
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.
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1 month ago
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
