The player from Brazil faced withdrawal issues after making a large deposit, as his account had been restricted for bets and withdrawals pending KYC verification. Despite sending the requested documents, he encountered miscommunication and was then blocked from accessing support on the platform. He demanded immediate account verification and release of his balance or a full refund of his deposit. The issue was resolved after the player cooperated with the Complaints Team, who took over communication with the casino and managed the case. The player confirmed resolution, and the complaint was officially closed by the Complaints Team.
Betlabel Casino - Player's account is closed and funds are withheld.
Resolved
Our verdict
Case closed
Amount: 1,000 R$
Betlabel Casino
Safety Index 7.0 Fresh casinoCase summary
Discussion
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2 months ago
Translation
I made a large deposit on 05/02/2026 via PIX. Right after the deposit, my account was restricted for bets and withdrawals. The platform requested documents for verification (KYC)."
2. Chronology of the Facts:
[02/05/2026]: I sent the photos of the requested documents.
[06/05/2026]: Support requested a detailed PIX statement. I sent the bank's official PDF the same day.
[06/02/2026]: Support claimed that the security department had sent a 'question' to my email, but after checking the inbox and spam of two different emails, nothing was received.
[06/02/2026]: When trying to resolve the miscommunication via live chat, I was blocked by the platform and can no longer access support.
3. What you demand:
"I request immediate verification of my account and the release of my balance for withdrawal, or a full refund of the deposit made, as the company has interrupted communication and blocked direct support while withholding my funds."
Automatic translation:
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2 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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2 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.
- Could you please advise how long you were a player at the casino?
- Prior to your deposit, was there any activity made on your player's account?
- When did you register the account in this online casino?
- Could you please share with me your communication with the casino regarding the issue? 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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2 months ago
TranslationTomas, communication with BetLabel has been terrible. Since my balance was withheld, I've tried contacting them by email several times asking for support and instructions for verification, but I've never received a reply. In the live chat, instead of resolving it, they claim to have sent emails that never arrived (I checked my inbox and spam) and, finally, they blocked my access to the chat, leaving me with no service channel.
I'm attaching the proof that I tried to contact them by email without success and the print that proves that I was banned from the support chat while they hold my money, I've tried every way to solve it and I've never gotten a return, I've been in this betting house since the beginning of April, every time I try to solve it in the chat they block the chat and never gave me any return by email,i made the money transfer on 05/02/2026 and when it fell into their account they blocked it and asked me for documents that i sent everything i needed and i had no return either by email or by chat, and i requested the self-exclusion of the account and they go there and block me for hours or even days, i'm very stressed about this situation because i'm not working properly, and i'm not sleeping properly because it's money that i need urgently.it was the worst bookmaker i've ever seen in my life, the customer support is terrible and they leave your money on hold claiming the company is suing but when the documents are sent they don't get back to you at all.
Automatic translation:
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2 months ago
Dear Diegolima97,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
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2 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 Diegolima97,
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,
Samuel
