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

Hello,

I am filing a complaint against Betlabel casino because they have been holding my funds in the amount of 350 EUR for two weeks and refusing to verify my account.

My problem is that I unknowingly created an account in the past that I no longer use. Now I have a new account with a balance of 350 EUR. However, the casino refuses to verify my phone number because the system still registers it under the old, original account.

I have been trying to resolve this issue with support for over 14 days without success. On live chat, the operators keep hitting me with the same automated responses and claiming that they have escalated the case to specialists ("block experts"). However, no progress is being made and the casino is just ignoring me and giving me the same type of responses.

I want the casino to permanently delete or deactivate my old account, release my phone number for my current new account, and allow me to complete phone number verification so I can make a withdrawal.

I am attaching evidence of communication with their support.

Thank you to the Casino Guru team for helping us resolve this situation.

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 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.

• When exactly did you create your first account at this casino, and when was the last time you accessed this account?
• Did you activate any bonuses on your original account, and did you make any deposits or withdrawals from it?
• Was your original account fully verified?
• Which registration method did you use to create each of your two accounts?
• Did you activate any bonuses on your second account?

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