The player from Germany faced difficulty withdrawing €1300 after the payment provider was blocked. Despite notifying Betlabel, they attempted to transfer the funds to the blocked account instead of canceling the payout, which led to ongoing payment issues. The player requested assistance as the customer service had been unhelpful. The complaint was closed due to the player's lack of response to inquiries and reminders from the Complaints Team, preventing further investigation or resolution at that time. The player retained the option to reopen the complaint if communication was resumed.
Betlabel Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,300
Betlabel Casino
Safety Index 7.0 Fresh casinoCase summary
Discussion
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1 month ago
Translation
Hello everyone!
Previously, this provider offered payouts within minutes. On Monday, I was able to make six withdrawals totaling €1300. Unfortunately, they didn't arrive this time. On Tuesday, my bank informed me that the payment provider had been blocked. I immediately notified Betlabel. Instead of canceling the payout, Betlabel attempted to transfer the money to the blocked bank account the following day. Naturally, it didn't arrive. Betlabel should have canceled the payout and sent it to a different bank account. Unfortunately, their customer service was completely unprofessional. Now, there have been open payment cases for days, but when I inquire, they aren't doing anything to ensure I receive the money.
I request assistance. I am not responsible for this matter, and I have informed customer service accordingly.
Automatic translation:
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1 month 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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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betlabel Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please share with me the communication from your bank regarding the blocking of the payment provider?
- Could you please share screenshots of the affected payouts, as found in your payout history found in your player's account?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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3 weeks ago
Dear Heiderich,
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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2 weeks 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,
Tomas
Casino.Guru
