Betlabel Casino - Player’s withdrawal is blocked due to account issues.

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.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise whether you have successfully passed the KYC verification?
• Are you experiencing difficulties logging into your account due to a forgotten password?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot 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,

Attila

Dear Attila,

I hope you are having a great day!

Just a quick update to let you know that I have just sent the PDF containing my full communication history with the casino to your email address. I believe it clearly shows all the steps I’ve taken and the responses I received.

Please let me know if you need any further information or additional documents. Thank you again for your help!

Best regards, [Redacted]

Dear Player, thank you for your response. Do I understand correctly that the casino is accusing you of having multiple accounts? If so, is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Thank you in advance for your reply.

Dear Attila,

Thank you for your follow-up.

To answer your question: No, there are no multiple accounts from my household. My household consists of me, my wife (who has no interest in online gaming), and my two children, aged 13 and 8. It is impossible for any of them to have created an account.

Furthermore, in their recent communications, the casino explicitly stated that even if there were any issues with account identification (which I still dispute), the accounts have been "merged" into one. This means that, by their own admission, the issue of multiple accounts is now resolved and should no longer be a reason to block my access.

Despite this "merging," they still refuse to provide me with a manual password reset or a way to bypass their broken automated SMS/Email system to access my €38 balance.

I have already forwarded the PDF containing these emails where they mention the account status.

Best regards,

[Redacted]

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, Peter (peter.c@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,

Attila

Hello there,

Thank you Stavros75 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betlabel Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Dear Peter,

Thank you for bringing this case to our attention.

We have reviewed the situation thoroughly. Our system records confirm that all email communications from our side are being delivered successfully. The issue with not receiving the verification code appears to be on the player's end.

We would kindly ask the player to check the following:

• Check the Spam/Junk folder in their email inbox.
• Add noreply@betlabel.com to their contacts to prevent emails from being filtered or blocked.
• Review any email filters or rules that may be blocking incoming messages containing verification codes.
• 
  

If the above steps do not resolve the issue, the player is welcome to contact our support team at the official support email with account-confirming documents so we can assist with updating the registered email address.

Regarding the account ID mentioned in the complaint — the correct account ID for this player is 1519641755. We would also like to clarify that any duplicate account previously associated with this player has been removed, and there is currently only one active account on record.

We remain committed to resolving this matter and are happy to assist the player through the steps above.

Dear Peter,

Thank you for the update. I have followed the instructions provided by Betlabel exactly:

I have checked my Spam/Junk folders multiple times.

I have added noreply@betlabel.com to my contacts/safe senders list.

I have verified that there are no filters or rules blocking their emails.

Despite these actions, I still do not receive any verification codes. I receive their marketing emails normally, but the automated codes never arrive. This proves the issue is on their delivery system's side, not my settings.

I have attached new screenshots showing:

My inbox and spam folder empty of any verification emails.

The screen where it shows I am waiting for a code that never arrives.

Furthermore, the casino mentioned a new Account ID (1519641755). I was previously using ID 1519639135. This change confirms there was a technical confusion with my accounts which they have now "merged" or "deleted".

Since their automated system is clearly failing despite my cooperation, I request that they either:

Manually update my password to a temporary one and send it to me via the support chat or this thread.

Or, allow a manual withdrawal of my €38 balance, since they have already verified my identity.

Best regards, Stavros Englezos

Hello,

As we mentioned earlier, if the steps described above do not resolve the issue, please contact our support team via the official email address and provide the documents confirming ownership of the account so that we can assist you with updating the registered email address.

We kindly ask you to proceed with this step.

Dear CasinoGuru Team,

I am writing this because I see that Peter is currently unavailable. I would like to strongly object to the casino's latest response.

The casino is asking me to send my documents yet again to their support email to "update my email address." I refuse to do this for the following reasons:

I have already provided all my documents (ID, video, phone ownership) multiple times. The casino has clearly reviewed them, as they have already provided me with a new Account ID (1519641755) in this thread.

My email address is correct. I receive their marketing emails without issues. The problem is exclusively with their automated system not sending verification codes.

Sending documents to their support email has led to zero results for weeks. I am being led into an endless loop of repetitive requests.

Since the casino has already confirmed my identity and my account balance, I request that a manual solution be provided here, under the supervision of CasinoGuru. Either a manual password reset or a manual withdrawal of my €38 balance.

Please do not let the casino restart the process from scratch just to delay the payment.

Best regards, Stavros Englezos

Hello Stavros75,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the update Stavros75.

Dear Betlabel Casino representative, as the player has already attempted what you have described, would it be possible to share the verification code through a different channel like for example the live chat? Alternatively, if you can advise a different approach the player can take not to repeat the same process again it would be greatly appreciated. Thank you in advance for your cooperation!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.