Betlabel Casino - Player’s account is closed, funds are confiscated.

I am submitting a complaint against Betlabel regarding the closure of my account and the withholding of approximately €2000.

During the registration process, I initially attempted to create an account using my primary phone number, but I did not receive the SMS verification code and was unable to complete the registration. As a result, I created a second account using a different phone number. The first account was never accessed or used in any way.

Later, Betlabel informed me that they detected duplicate accounts and confirmed that they had merged them. I fully cooperated with this process.

After that, I went through an extensive verification procedure that lasted over 10 days. I provided all requested documents, including:

- identity document

- proof of address

- driving license

- passport

- selfie verification with a handwritten code

All documents were submitted correctly and in good faith.

Despite this full cooperation, after completing the entire verification process, my account was suddenly closed. I was accused of "fraud" and violation of terms and conditions, but no specific explanation or evidence was provided.

Importantly:

- the initial duplicate account was never used

- no bonuses were claimed

- no fraudulent or abusive activity was committed

I believe this decision is unjustified and that the withholding of my funds is not legitimate.

Even if certain internal rules were considered violated, I understand that this may justify account closure, but not the confiscation of legitimately deposited funds and winnings obtained without abuse.

I am requesting:

1. A clear and detailed explanation of the alleged violation

2. The release of my balance (approximately €2000)

I am fully willing to cooperate further if needed.

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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 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?

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

Hello,

Thank you for your response and for assisting with my case.

I was an active player on Betlabel for approximately one month. My account was blocked immediately after I completed the verification process, following multiple document submissions.

I accumulated my balance exclusively through sports betting, specifically live betting on major football leagues and events. I did not use any casino games.

I would like to confirm clearly that:

I did not use any bonus

I did not claim or receive any promotional offers

All activity on my account was done using my own deposited funds.

I also fully cooperated with the casino’s verification process, providing all requested documents, including identity verification, proof of address, driving license, passport, and selfie verification.

Please let me know if you need any additional information.

Kind regards

Thank you for your reply, Nikitasc. I’m sorry to say I don’t have good news.

If your winnings were confiscated after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.