The player from Germany experienced difficulties withdrawing funds due to a claim by Betlabel that he was missing €30 to meet wager requirements despite fulfilling the bonus criteria within the specified timeframe. Support refused to provide a list of his bets or disclose his betting activity, leading him to file a complaint with the Curaçao Gaming Authority. He said he had used a 100% sports welcome bonus on football and basketball bets, had a screenshot showing €500 of €500 wagered with more than 9 hours left, and later found that the bonus account and betting history had been deleted. We were unable to properly assess the dispute because it involved sports betting, which was outside our expertise and available tools, so the complaint was closed without a determination on the casino’s claim.
Betlabel Casino - Player's withdrawal is delayed due to wagering issues.
Other
Amount: €396
Betlabel Casino
Safety Index 7.0 Fresh casinoCase summary
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.
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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
TranslationHello, it was a sports welcome bonus.
I found the offer at "sportwettenvergleich".
I placed bets on football and basketball games.
I didn't receive any notification that the bonus had been fulfilled. However, I took a screenshot 9 hours before the deadline, which clearly shows that I had met the wagering requirements. There were also no open bets.
A main account and a bonus account were displayed, but after the bonus period ended, the bonus account, including its balance and all placed bets, was deleted. Currently, I only see the main account. My request for Betlabel to grant me access to my betting history to show that I haven't fulfilled the bonus requirements has been refused. The bets were only added to the wagering requirements after the match had finished, so Betlabel's statement is nonsense, as you can see in the screenshot, which clearly shows: 500 out of 500 wagered.
Betlabel insists that €30 too little has been wagered, but refuses to show me the betting history, and I only have the screenshot that proves otherwise. It can't be right that an online provider can ignore its own rules like this.
I really hope you can help me; in my opinion, betlabel's behavior borders on fraud.
Regards
Christian M.
TranslationHello, thank you for your help. Unfortunately, betlabel feels like deliberate fraud.
I will try to answer your questions as best as possible.
It was a 100% sports welcome bonus.
I found the bonus at "Sportwettenvergleich".
I mainly played football and basketball games.
I received no notifications regarding the bonus, neither what it was, the amount that needed to be wagered, nor whether it had already been fulfilled.
There was a main account (which is still viewable) and a bonus account.
With the bonus account, the turnover was always added only after the bet was completed. Therefore, the claim that €30 is missing to meet the turnover requirement is nonsense (see screenshot).
The screenshot shows that I still had over 9 hours left, and the full €500 turnover requirement was met. So why should I have placed any more bets?
To make matters worse, the bonus account, along with all bets placed using the bonus, was simply deleted after the bonus period expired. I have absolutely no way of proving betlabel's accusation. Conversely, betlabel refuses to provide me with my betting history.
I contacted several support staff members, and some of my criticisms and accusations were completely ignored. Support offered various arguments, but none of them addressed the actual question regarding the screenshot. To me, this is fraud; Betlabel is accusing me, without providing any evidence, of not fulfilling the bonus wagering requirements. The screenshot proves the exact opposite.
I hope you can help me obtain my rights.
Thanks
Christian M.
Hello Louis_28,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Thank you for your patience throughout the complaint process.
Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.
This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.
We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.
We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.
Best regards
Veronika
