The player from Germany had requested a withdrawal of €3,000, but his bank rejected the transfer because it was perceived as coming from an untrusted sender. After he requested the casino to return the money for a different withdrawal method and faced unhelpful chat support, his account was blocked following an incident of frustration and insults. He was still awaiting the payout. The issue was resolved after the player confirmed that the complaint had been addressed satisfactorily.
Betlabel Casino - Player’s account is closed after withdrawal issues.
Resolved
Our verdict
Case closed
Amount: €3,000
Betlabel Casino
Safety Index:Fresh casinoCase summary
Discussion
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4 months ago
Translation
I requested a withdrawal (SEPA) of €3,000. The casino attempted to process the withdrawal, but my bank keeps rejecting the transfer (apparently due to an untrusted sender). I have repeatedly asked the casino to return the money to my account so I can request a withdrawal using a different method.
However, the chat support is not helpful and only sends pre-made text snippets, which do not solve the problem.
After getting so frustrated with the incompetence of the chat support, I insulted them. As a result, the chat support completely blocked my account, and no one responds to my attempts to contact them anymore.
The €3,000 payout still hasn't arrived!
Automatic translation:
Public
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4 months 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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4 months 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.
- Have you received a justification for why your account was blocked?
- Did you achieve your current balance with the help of a bonus?
- Was your account verified?
- Could you please share with me your communication with the casino regarding the returned amount and your efforts for the casino to process the payout using an alternative payment method?? 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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4 months ago
TranslationHello,
The following are the answers to your questions:
Did you receive a reason for the suspension of your account?
NO, I DID NOT RECEIVE ANY EXPLANATION. I WAS SIMPLY TOLD TO CONTACT BLOCK@BETLABEL.COM. SEE SCREENSHOT.
I subsequently wrote several emails to block@betlabel.com and received no reply. See screenshot.
Did you reach your current account balance using a bonus? NO
Has your account been verified? YES
Edited
Automatic translation:
Public
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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Suechtig385Xxxxxxx,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Tomas
