Betlabel Casino - Player’s winnings have been confiscated.

Timeline of events:

Deposit & Gameplay: I made an initial deposit of 2,300 and played casino games on the platform. Over the course of play, my account balance grew to a total of 61,000.

Withdrawal Request: I submitted a withdrawal request for my balance of 61,000.

Extensive KYC Verification: As part of the withdrawal process, the casino requested extensive identity and source-of-funds verification. I fully complied and submitted all of the following:

• Passport (submitted twice)
• National ID card
• Driving licence
• Utility bill (proof of address)
• Screenshots proving the source of my cryptocurrency deposit
• Selfie holding my passport
• A photograph of myself with the device used to access and play on my account
• An additional selfie holding a paper with the requested date and verification code

I completed every one of these verification steps promptly, in full, and through the casino's official channels.

Casino's Response: After completing all of the above verification — an unusually extensive and invasive set of checks — instead of processing my withdrawal, the casino sent the following message: "Due to a technical failure on 23/06/2026, you received incorrect amount of winnings. Therefore, your gaming account balance will be revised. You can withdraw your funds."

Result of the "Revision": The casino unilaterally reduced my withdrawable balance from 61,000 down to 2,300 — exactly matching my original deposit amount. This means 58,700 in winnings were removed from my account with no explanation, evidence, or documentation provided.

Why I am disputing this:

No evidence of any technical failure was provided. I requested documentation (incident report, provider confirmation, specific affected transactions) and received none.

My own gameplay/betting history does not show any anomaly, error, interruption, or duplicate payout consistent with a technical malfunction. The wins appear as normal, valid outcomes.

I passed every single verification check requested, including highly sensitive checks like source-of-funds for crypto deposits, a device photo, and a live-dated selfie — all without any issue being raised by the casino at the time. It was only after I completed this full battery of checks that the "technical failure" claim appeared, timed precisely to coincide with the payout stage.

The casino's own Terms and Conditions state that withdrawal delays or additional verification are only justified where there are "reasonable grounds to suspect fraud, abuse, or a breach of these Terms and Conditions."

No such grounds were ever cited during or after this extensive verification process.

The revised balance conveniently equals exactly my original deposit, effectively confiscating 100% of my winnings while disguising it as a routine "balance correction."

What I am requesting:

Payment of my full winnings balance of 61,000 (or the outstanding 58,700 still missing).

If the casino maintains that a technical failure occurred, I request they provide verifiable documentation proving the malfunction, which transactions were affected, and how the "corrected" amount was calculated.

Evidence I can provide:

• Screenshots/records of my full gameplay and betting history.
• Copies of all submitted KYC documents (passport x2, ID, driving licence, utility bill, crypto source-of-funds screenshots, passport selfie, device photo, dated verification selfie).
• Copy of the casino's Terms and Conditions (withdrawal, KYC, and dispute resolution sections).
• Full written correspondence with casino support, including the "technical failure" message.

I am seeking assistance from Casino Guru to mediate this dispute and help recover my confirmed, undisputed winnings.

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.

Dear Pistach,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal process at the casino.

To better understand your situation and to assist you effectively, I would like to ask a few clarifying questions:

• Do you still have access to your account?
• Could you please clarify if you have successfully completed KYC verification? The attached file ended on your inquiry if the driving license files were accepted. Please post a screenshot of your account's verification page.
• On June 26, you messaged the casino asking for the reason for the €61,000 confiscation of your winnings. What was the response to this message?
• Please forward the complete email threads containing your communication about the "technical failure" message. Please do not send screenshots, but the original, uncropped email messages instead. My email address is jean.s@casino.guru.

I hope we will be able to help you resolve this issue. Thank you in advance for your reply.

Best regards,

Jean