The player from Germany is experiencing difficulties withdrawing funds due to a claim by Betlabel that he is missing €30 to meet wager requirements despite fulfilling the bonus criteria within the specified timeframe. Support refuses to provide a list of his bets or disclose his betting activity, leading him to file a complaint with the Curaçao Gaming Authority.
Betlabel Casino - Player's withdrawal is delayed due to wagering issues.
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Waiting for player to reply
6d 20h 48m 43s
Betlabel Casino
Safety Index 7.0 Fresh casinoCase summary
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Public
yesterday
Translation
I received a welcome bonus from Betlabel and fulfilled it within the specified period (see screenshot).
Support claims that €30 is missing to meet the wagering requirements. I then requested a list of my bets, but they refused to provide it. I cannot view either my bets or my bonus account, and support is refusing to disclose my betting activity. The amount wagered on each completed game was always added to the wagering calculation, so €30 cannot be missing, as clearly shown in the screenshot (there were still more than 9 hours left until the deadline). I have already filed a complaint with the Curaçao Gaming Authority (CGA). I would appreciate your assistance, as I am unfortunately getting nowhere with support. Sincerely, Christian M.
Edited by a Casino Guru admin
Automatic translation:
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3 hours ago
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3 hours ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please send me a link to or a screenshot of the bonus you activated and played with? Did you find the bonus directly on the casino website, was it available in your account, or did you receive it as a promotional email offer?
- What types of games did you play while your bonus was active?
- Did you receive any notification or message confirming that you had successfully completed the wagering requirements for the bonus before the timer ran out?
- Can you see your account balance separated into a real-money balance and a bonus balance, or is your entire balance displayed as one combined amount?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
