The player from Spain reported the unjustified blocking of his account with BetLabel and the confiscation of his legitimate winnings, totaling €70. He stated that this had occurred without prior notice on October 18, 2026, and that the casino had not provided a clear explanation or the opportunity for KYC verification to access his funds. We asked for supporting details and correspondence, but the case was ultimately closed because the dispute concerned sports betting, which we were not able to properly assess due to a lack of the necessary expertise and tools.
BetLabel Casino - Player’s account is blocked and winnings confiscated.
Closed
Our verdict
Other
Amount: €70
BetLabel Casino
Safety Index 8.1 HighCase summary
Discussion
Public
Public
1 week ago
Translation
Subject: Account blocked unjustifiably and confiscation of legitimate accumulated profits.
Hello to the Casino Guru team,
I am filing this complaint against the operator BetLabel due to the sudden blocking of my user account and the withholding of my accumulated balance, which amounts to [Indicate the exact amount here, e.g., €70].
This money does not correspond to a recent deposit, but to a balance that I have been generating organically and legitimately through my gaming activity on the platform.
My account was blocked on October 18, 2026, without prior notice. When I contacted technical support, they offered no clear explanation, did not indicate which term of the general terms and conditions I supposedly violated, and did not give me the option to withdraw my funds. I was also not allowed to proceed with a standard Know Your Customer (KYC) verification process to resolve any questions about my account. I have already escalated the situation to the Curaçao regulatory authorities (CGA), but I request Casino Guru's mediation so that the casino clarifies the situation publicly.
Attached to this claim are the evidence I have that proves the existence of my funds and the lack of a transparent response from BetLabel.
Thank you very much for your help and mediation in this case. Sincerely.
Automatic translation:
Public
Public
4 days 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.
Public
Public
4 days ago
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please confirm the exact balance remaining in your account when it was blocked? If available, please provide a screenshot showing this balance.
- Which types of games did you play—slots, live casino games, or sports betting?
- Did you accumulate your winnings with or without an active bonus?
- Had you submitted any verification documents to the casino before your account was blocked? If so, which documents, and were any approved?
- Please provide the correspondence with the casino concerning your account closure and remaining funds, including its latest reply. My email address is veronika.f@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
4 days ago
TranslationHi, Veronica:
I have received your email and have already sent to your email address the answers to all the questions raised, along with the information and documentation available regarding my claim.
As a precaution, I also hereby state that I have cooperated with all the requested verifications.
I recall that the problem remains unresolved: Betlabel continues to block my access to the account and the €70 balance, despite having repeatedly provided the requested bank statements.
I will await your response and any communication with Betlabel to try to resolve this situation.
Thank you so much.
Automatic translation:
Public
Public
yesterday
TranslationGood morning, today I received the same generic email again without resolving anything at all. I've attached it.
Hello, dear Jose 👋
First of all, I want to apologize for the delay in our response. We have had a high volume of requests, and I sincerely appreciate your patience and understanding during this process.
I'm sorry you're having this problem with your account, but don't worry, I'm here to help. I'm sorry you thought that, and I appreciate you letting me know. Rest assured, our goal is to provide you with a secure service.
To disable the 2-factor authentication feature, please provide the following information:
Proof of a deposit credited to the gaming account, with sender, recipient, date, time and amount, please specify:
Please provide a screenshot showing the button method you used to make your deposit transaction. If you do not have access to your account, you can view these methods on the full website, through the payment interface.
The email address and phone number associated with your payment system.
A payment receipt is the digital receipt or ticket for the transfer. What you send us is a transaction certificate.
Once I receive the information, I will be happy to continue with the resolution of your request.
I await your response. I am at your service!
I wish you a wonderful day 🌟
Automatic translation:
Public
Public
23 hours ago
Dear Pipos12,
Thank you for your patience throughout the complaint process.
Please understand that if your account has been blocked and you only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.
This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.
We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.
We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.
Best regards
Veronika
