The player from Portugal submitted a formal complaint against BetLabel for the unfair confiscation of her winnings amounting to €1,093.80. She argued that the casino's hidden "Rule 10" directly contradicted the promotional terms she had accepted, and that she had completed all wagering requirements required by the casino. We checked the bonus terms and confirmed that the bonus had to be wagered in full before any withdrawal, with a maximum cashout limit on bonus winnings clearly stated. As she did not respond to our follow-up messages and reminders, the complaint was closed for now due to lack of cooperation.
Betlabel Casino - Player's winnings have been confiscated unfairly.
Closed
Our verdict
Player stopped responding
Amount: €1,113
Betlabel Casino
Safety Index 7.0 Fresh casinoCase summary
Discussion
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1 month ago
Important notice:
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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:
10. The bonus must be wagered in full before you can withdraw all the funds from your account. Once the bonus has been wagered, the remaining bonus funds, up to a maximum of the initial bonus amount, will be credited to your main account. If, after the bonus has been wagered, your remaining bonus account balance is less than the minimum stake, the bonus will be deemed lost.
Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.
Thank you very much in advance for your understanding.
Best regards,
Attila
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1 month ago
Dear player,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
