The player from Italy reports an ongoing malfunction in the VIP Cashback section of his BetLabel account since September 10, 2026. Despite repeated contacts with support, he receives only generic replies and no clarification on whether the cashback accrued during the issue is correctly accounted for. The unconfirmed potential cashback amount is significant, around €2,000, and he seeks intervention to resolve the matter.
Betlabel Casino - Player's cashback is delayed.
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Betlabel Casino
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2 days 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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2 hours ago
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2 hours 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
