The player from Italy found his account blocked with €650 in it after verification, and despite sending multiple emails, he had not received a response. The player reported that his account was closed while he was verifying his phone number and that he had been asked for a gambling addiction certificate to withdraw his funds. The Complaints Team was unable to proceed with the investigation due to the player's lack of response to inquiries and reminders, leading to the closure of the complaint for the time being. The player was informed that he could reopen the complaint in the future if he chose to continue communication.
Betlabel Casino - Player's account is closed with funds confiscated.
Closed
Our verdict
Player stopped responding
Amount: €650
Betlabel Casino
Safety Index:Fresh casinoCase summary
Discussion
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2 months ago
Translation
Hi, I had €650 in my account when I verified the number. They blocked my account with the money inside. I sent a couple of emails but never got a reply. Please help me. I need that money. I'm attaching the photo.
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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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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?
- How did you learn about your account being 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?
- Was your account verified? Have you filled out your player's profile with complete and verifiable personal information?
- Could you please share with me your communication attempts with the casino? Send emails or chat transcripts to my email at [email protected], 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
Translation
The same day, I learned that my account was blocked via chat while I was verifying my phone number. I played slots without any kind of bonus and had deposited a normal €300. As I was verifying via chat, they closed my account. It could just be that I had signed up with a different email address and couldn't remember my password. Please help me avoid losing this money.
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1 month ago
Thanks for your reply and information submitted via email.
- Do I understand correctly that before you deposited 300€, you created another account in the casino?
- Were you active on your previous casino account? Have you received bonuses, made deposits, etc.?
- Have you received any justification from the casino regarding the account block since your last post?
Please let me know.
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1 month ago
Translation
I don't remember exactly if I created another account; I wasn't active on the other account, and I never received any bonuses on either account. I've sent countless emails without any explanation, and they sometimes respond without resolving the issue. The emails sent are directly to Blocklabel.
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1 month ago
Thanks for the explanation of the situation.
Have you contacted casino support at [email protected] or the email support for Italian players directly? Have you received any response you might share with me?
Looking forward to your reply.
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1 month ago
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Yes, they asked me for the gambling addiction certificate to close the account and withdraw the funds but they no longer respond. I want to withdraw the money and end this story.
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1 month ago
Thanks for sharing the information. I am sorry to hear about your situation.
Has the casino accepted the confirmation from your doctor and agreed to pay you out the remaining balance?
Please let me know.
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1 month ago
Dear Luisbarce94,
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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4 weeks 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
