The player from Germany faced account blockage at BetLabel after submitting verification documents. Despite providing legible ID photos and a bank deposit slip, his documents were repeatedly rejected due to watermarking and data redaction for privacy. He sought assistance in resolving the verification issue and accessing his funds. The complaint was closed at the player's explicit request, as he refused to submit unredacted documents due to data protection concerns. We respected his decision and remained available for future assistance if needed.
Betlabel Casino - Player's verification documents are rejected.
Closed
Our verdict
Other
Amount: €140
Betlabel Casino
Safety Index:Fresh casinoCase summary
Discussion
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4 weeks 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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4 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise whether the documents you have submitted were unaltered and accurate? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Attila
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3 weeks ago
Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support? You can send the information to my email address: attila.g@casino.guru.
Thank you very much for your patience and cooperation.
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3 weeks ago
Translation
Hello Attila,
I have forwarded the documents.
Thank you so much for your help.
Kind regards
[Redacted]
Edited by a Casino Guru admin
Automatic translation:
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2 weeks ago
Thank you for your response. I have reviewed the casino's terms and conditions and I found this:
In the event of
duplicate registration (including registering under a new name), the submission of someone else's, invalid, or forged documents (including those that have been edited by using any kind of software or graphic editor)
...
The Company’s management is entitled to request at their discretion any documents from the bettor substantiating their identity or other data they have provided (for example, passport details, residential address), as well as to cancel any payments until all such details have been verified. The Company also reserves the right to inform the regulatory bodies and local authorities of such fraudulent actions performed by the player.
I understand that this situation may be frustrating. However, it is a standard procedure within the gaming industry that casinos require unaltered documentation to make sure there are no instances of fraudulent activity. I can only suggest that you submit the documents as per the casino's instructions, without any modifications. Please let me know if there is anything else we can help you with or whether we can close this complaint.
Thank you for your understanding.
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2 weeks ago
TranslationHello Attila,
Thank you very much for the review and the reference to the terms and conditions. I understand that you must carry out your work based on these guidelines.
However, I find it very regrettable that the casino's questionable terms and conditions are being prioritized over the fundamental data protection of players. Sending an unredacted ID photo along with a selfie via unencrypted email to an overseas provider poses an incalculable security risk for every player. Since BetLabel does not offer a modern, secure transmission method, I will not take this risk for my winnings.
You can therefore close the complaint. Thank you for your time and effort!
Automatic translation:
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1 week ago
We’ve closed this complaint in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.
Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else, our team is ready to assist.
If you change your mind or feel you need our support, we will be here to help.
