The player from Italy reported an ongoing malfunction in the VIP Cashback section of his BetLabel account since September 10, 2026. Despite repeated contacts with support, he received only generic replies and no clarification on whether the cashback accrued during the issue was correctly accounted for. The unconfirmed potential cashback amount was significant, around €2,000, and he sought intervention to resolve the matter. We asked for supporting evidence and details about the issue, and the complaint was then marked as resolved after the player confirmed that the matter was solved.
BetLabel Casino - Player's cashback is delayed.
Resolved
Our verdict
Case closed
Amount: €2,000
BetLabel Casino
Safety Index 8.1 HighCase summary
Discussion
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1 month ago
Translation
As of September 10, 2026, my BetLabel account has been experiencing a malfunction in the VIP Cashback section. I am a VIP customer, and according to the program terms, cashback is earned based on the bets placed.
Since the issue occurred, the cashback amount is no longer displayed in the relevant section and the "Withdraw Cashback" button is not usable.
I've contacted BetLabel support several times via chat and email. The casino has repeatedly confirmed in writing that this is a technical issue related to VIP Cashback and that they're working on a resolution.
The problem I consider particularly serious is that, despite my repeated requests, BetLabel has been unable to confirm whether the cashback accrued during the malfunction period is being properly accounted for and retained in my account.
I also filed a formal complaint via email, specifically requesting clarification on the accounting and retention of the cashback accrued during the outage. Even after the formal complaint, I received only generic responses, asking me to wait, without a timeframe, a technical explanation of the issue, or confirmation on the retention of the cashback.
On September 14, 2026, I contacted support via chat again. The representative confirmed once again that technical difficulties with VIP Cashback persisted and apologized for the "prolonged delay."
The cashback potentially accrued during the period in question is significant, in the order of approximately €2,000, but I cannot determine the exact amount with certainty because the Cashback section is currently malfunctioning and does not allow me to view the accrued amount.
I am therefore requesting Casino Guru's intervention to ensure that BetLabel clarifies whether all the cashback accrued during the malfunction period has been correctly recorded and will be fully released. I am also requesting a breakdown of the accrued amount and the methods for withdrawing it.
I have the conversations with support, the emails relating to the formal complaint, and the screenshots documenting the problem and the responses received.
Automatic translation:
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1 month ago
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1 month ago
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify whether you manually activated the bonus or if it was granted automatically?
- Would you be able to document your net losses from the relevant period and share the relevant evidence of your claim with me?
- Could you kindly send me a link to the bonus you are referring to?
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,
Attila
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1 month ago
Hello,
Thank you for clarifying the situation.
- Could you please provide screenshots showing the VIP Cashback section before the technical issue occurred, if you have any available? In particular, anything showing your VIP level, cashback percentage, or previously accumulated cashback.
- Additionally, please provide the casino communications where BetLabel specifically confirms that the VIP Cashback feature is affected by a technical issue. You can send the communication to my email at attila.g@casino.guru, or you can attach screenshots here.
- Have you continued playing and placing eligible bets since September 10? If so, approximately how much wagering activity have you had since the issue began?
Thank you for your cooperation.
Best regards,
Attila
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Player,
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,
Attila
