Betlabel Casino - Player's failed withdrawal has not been returned to his gaming account.

Seit dem 25.06.2026 warte ich auf die Gutschrift einer fehlgeschlagenen Bankauszahlung über 500,00 € (Spieler-ID: 1646681777). Die Zahlung wurde von meiner Bank abgelehnt und ging nachweislich umgehend an den Zahlungsabwickler (Inpay) zurück.

Der offizielle Nachweis meiner Hausbank liegt BetLable vor. Dennoch werde ich im Live-Chat seit Wochen nur mit automatisierten Floskeln abgespeist. Ständig werden neue Bearbeitungsfristen genannt (7, 10, 14 Tage), die allesamt verstreichen, ohne dass sich etwas tut. Der Chatbot verweigert jegliche Eskalation an die Finanzabteilung.

Aktuell ist eine formelle Beschwerde mit Fristsetzung per E-Mail raus, Fälle bei CasinoGuru und der Lizenzbehörde sind vorbereitet. Kein Kundenservice, keine Transparenz – absolut unprofessionell!

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're experiencing. To better understand the situation and determine how we may be able to assist you, I would like to ask you a few questions.

• Have you made any successful withdrawals from this casino either before or after the failed withdrawal you are currently experiencing?
• When was the last time the casino communicated with you regarding this issue?
• Please forward me all communication between you and the casino's customer support regarding this matter, along with any evidence from your bank confirming that the payment was returned to the sender, at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your cooperation and reply.

Best regards,

Veronika

Hallo Veronika, Email mit Antwort ist raus.

Nach erneuter Anfrage meinerseits, habe ich wieder eine übliche Antwort bekommen und wurde aus dem Chat geworfen. Jetzt ist der Chat momentan nicht erreichbar für mich.

Dear G4nti

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, Lucia (lucia.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,

Veronika

Hello G4nti,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Betlabel Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear Lucia,

We have checked the transaction with our payment provider. According to their records, no return from the player’s bank has been received, and all available information indicates that the withdrawal was successfully delivered.

We also specifically asked the provider to verify whether any incoming funds related to this player had reached their account. They confirmed that no such return or incoming transaction was found.

At this stage, we therefore have no confirmation on our side that the payment was returned.

We have also sent you additional information regarding this case by email.

Diese Aussage passt kein bisschen mit ihrem online Support überein. Ich habe alle Daten inklusive Kontoauszüge zu betlabe gesendet. Hier wird wieder ganz klar auf Zeit gespielt. Casino Guru hat ebenfalls die Datei zur Ablehnung der Überweisung auf meinem Konto erhalten.

Ausersem gab es keine Rückbuchen von meinem Konto , sondern eine Ablehnung.

und das geht täglich so.

Dear G4nti,

The casino has provided documentation confirming that, according to their records, the €500 transaction was successfully completed on their side and that they have not received the funds back.

As you have stated that the funds did not reach your bank account, we would like to review the matter further and compare the information provided by both sides.

Could you please provide us with a bank statement covering the period from 25 June 2026, the date of the withdrawal, until today?

Please make sure that the statement clearly shows your full name, bank name/logo, account number or IBAN, the statement period, and the relevant transaction history.

Please send the document to lucia.s@casino.guru.

Once we receive the statement, we will be able to review the case further and clarify what happened to the funds.

Unglaublich. Genau das habe ich Betlable gesendet.

aktueller Stand laut kundensupport. 01.09.2026

Dear G4nti,

Thank you for your email and for providing the necessary documents. I wanted to inform you that I have reached out to the casino for additional information. I will keep you updated as soon as I receive a response.

Dear G4nti,

Please contact your bank and ask them to clarify the transaction in detail, including whether any return was actually processed.

So far, the information provided by your bank appears to relate to the incoming transaction rather than an outgoing return. If the payment was indeed returned, please request specific confirmation of that return transaction from your bank.

Thank you for your cooperation.

Meine Bank hat das die Überweisung ihrerseits erst garnicht ANGENOMMEN, sonder abgelehnt

Ich habe ALLE Informationen weitergegeben. Die Datei der Ablehnung sowie Kontoauszüge.

Dear G4nti,

I’ve reached out to you via email with further details. Please let me know if you have received my message.

Ich habe soeben die Antwort von meiner Bank weitergeleitet.

Dear Casino Guru Team and Bet Label Support,

I have now provided all requested documents, including a direct statement/email from my bank (C24).

C24 has officially confirmed once again that the funds were rejected upon arrival and were never accepted, held, or credited to my bank account.

In international banking, a rejected transfer is automatically sent back to the sending payment processor—in this case, Inpay. The money is not with C24. It is virtually impossible for a bank to hold funds from a transaction they explicitly declined to process.

Since the money is clearly no longer with C24, it is stuck within Inpay’s system (e.g., in an intermediary account or pending clearance).

As the merchant and direct partner of Inpay, only Bet Label has the authority to contact Inpay and request a formal transaction trace (Inquiry / ARN Tracking). As a private individual, Inpay will not grant me access to their internal transaction records.

I have now fulfilled every possible burden of proof from my side. I kindly ask Bet Label to stop shifting the responsibility to C24, contact Inpay directly to locate the returned funds, and credit the amount back to my gaming balance.

Thank you for your support in resolving this deadlock.

Deutsche Version:

Sehr geehrtes Casino Guru Team, sehr geehrter Bet Label Support,

ich habe nun alle geforderten Nachweise eingereicht, einschließlich der direkten Bestätigung/E-Mail meiner Bank (C24).

C24 hat offiziell nochmals bestätigt, dass die Zahlung direkt bei Eingang abgelehnt wurde und niemals angenommen, einbehalten oder meinem Konto gutgeschrieben wurde.

Im internationalen Zahlungsverkehr wird eine abgelehnte Überweisung automatisch an den abwickelnden Zahlungsdienstleister – in diesem Fall Inpay – zurückgeleitet. Das Geld befindet sich definitiv nicht bei C24. Eine Bank kann technisch kein Geld einbehalten, dessen Annahme sie verweigert hat.

Da das Geld nachweislich nicht bei C24 ist, liegt es auf der Hand, dass die Summe im System von Inpay hängt (z. B. auf einem Zwischenkonto für Rückläufer).

Als Vertragspartner und Geschäftskunde von Inpay ist einzig und allein Bet Label berechtigt, bei Inpay eine Nachforschung (Trace / ARN-Tracking) einzuleiten. Mir als Privatperson gibt Inpay aus Datenschutz- und Abwicklungsgründen keine Auskunft.

Ich habe meiner Nachweispflicht nun lückenlos Genüge getan. Ich bitte Bet Label eindringlich, die Schuld nicht weiter auf C24 zu schieben, sondern direkt bei Inpay nachzuforschen, wo das Geld im System feststeckt, und den Betrag meinem Spielkonto gutzuschreiben.

Vielen Dank für die Unterstützung.

Dear G4nti,

Could you please contact your bank and request the transaction details related to the returned funds?

As the communication you provided from your bank states that the transaction was rejected and the funds were returned to the sender, it would be very helpful to obtain further details confirming the returned transaction.

The casino currently has no record or information regarding the returned funds, so any details your bank can provide will help them investigate and trace the transaction.

If possible, please ask your bank to provide information such as the transaction reference number, date, amount, and any other details identifying the returned payment.

Once you receive this information, please provide it to the casino so they can investigate and locate the returned funds.

Thank you in advance for your cooperation.

Dear Betlabel Casino,

I’ve sent you an email regarding this matter. Please have a look when convenient.

Dear Betlabel Casino Team,

Could you please review the transaction information provided by the G4nti’s bank and let us know whether these details can be used to trace the returned funds from your side?

At the moment, the case appears to be at a standstill, as both parties state that the funds are not in their possession. Unfortunately, we are not in a position to require the player’s bank to provide any additional information regarding the return transaction, so the information already provided is currently all we have available to work with.

Since the casino has also stated that the returned funds were not received, we would appreciate it if you could check once more whether the available transaction details can help locate the payment.

Without any further evidence showing where the funds are currently held, we may ultimately have to close the complaint as unresolved due to insufficient evidence.

Please let us know if you are able to obtain any additional information from your side.

Thank you for your cooperation.

Man Sollte definitiv InPay mit ins boot nehmen. Der zahlungsdienstleister von BetLable. Im netz kann man nachforschen das es schon öfters solche Probleme gab.