The player from Germany requested withdrawals of €1,500 and €1,000 two weeks earlier, but both were rejected by his bank and never credited back to his player account. He was frustrated that support indicated a refund process that could take up to four weeks despite the payments not being accepted by his bank. We contacted the casino and the payment provider, and the €1,000 transaction was eventually returned. The remaining €1,500 transaction was still under review for some time, but the complaint was finally marked as resolved after the player confirmed receipt of the funds.
Betlabel Casino - Player's withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: €2,500
Betlabel Casino
Safety Index 7.0 Fresh casinoCase summary
Discussion
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1 month ago
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I initiated two withdrawals – one for €1,500 and another for €1,000. Both withdrawals were processed on the same day.
On the same day, I also received information from my bank that transactions from this provider could not be accepted. The withdrawals were therefore rejected by my bank and the money was never credited to my account.
To date, the amount has not been refunded to my player account. According to your support, the refund can take up to four weeks. However, I cannot understand this explanation, as the bank never accepted the payments and the funds therefore never arrived in my account.
Unfortunately, my inquiries only receive standard replies asking me to be patient. This is making me increasingly uneasy.
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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
Dear Musty,
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.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Can you provide any reference numbers or details of your withdrawal requests?
- Have you contacted your bank to inquire about the rejection of the transactions?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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1 month ago
Hello Musty,
We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
TranslationThen we might as well forget it, my money has been missing for 3 weeks now and I thought you could help me faster.
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1 month ago
Translation14 days without decent answers, you're all just as great.
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1 month ago
Hello,
Apologies for the delayed reply, and thank you for your patience.
If you would still like to proceed with your complaint, could you please let me know whether the withdrawn funds have been returned to your casino account, or if they are still missing entirely?
Also, have you received any updates from the casino's customer support regarding your withdrawals? In particular, have they confirmed whether the funds have been returned to them by the payment provider, or are they still advising you to wait?
Thank you in advance for your reply.
Best regards,
Attila
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1 month ago
TranslationHello, no, the funds still haven't been credited, even though it's been over four weeks now. I keep getting the same response: it's being processed and I should be patient. And no, I'm not getting any useful information.
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1 month ago
TranslationMy question to you is, have you contacted betlabel and received a response yet, or how does that work?
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1 month ago
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, Mirka (miroslava.d@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
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1 month ago
Dear Musty,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betlabel Casino representative to join this conversation.
Dear Betlabel Casino,
Could you please provide clarification regarding this case? Is there something, that can be done to speed up the withdrawal process?
Thank you in advance.
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1 month ago
TranslationThe scam continues. First, I was told a specialist was handling it and I should track the status via the payment requests. Initially, it said "Processing." Now, after several days, the status has changed, and I'm suddenly being told to contact support.
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1 month ago
TranslationFive weeks have now passed without a solution.
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1 month ago
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Inpay's response: However, we can confirm that the company is already in contact with us regarding the two transactions. We are treating this case as a priority and have informed the company of our options to ensure a swift resolution.
Betlabel was informed about the possibilities, so why is nothing happening and why am I not getting any such answers from Betlabel? 😂
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1 month ago
Dear Musty,
We sincerely apologize for the prolonged wait and fully understand the frustration this delay has caused.
The matter is still being handled through the relevant payment channel. At this stage, we kindly ask you to wait for further updates while the responsible specialists complete the process.
As soon as we receive any confirmed information, we will share it here without delay.
Thank you for your continued patience and understanding.
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1 month ago
Dear Betlabel Casino,
We will be waiting for your update. We would greatly appreciate it if you could provide steps leading to the resolution of the complaint at your earliest convenience. Thank you for your attention to this matter.
We are extending the timer by 7 days. If the casino fails to provide sufficient cooperation in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 month ago
TranslationHello Mirka, thank you for your effort, but you can see what kind of answer you get after 5 weeks.
They had enough time to give an honest answer. Extending the deadline won't change anything.
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Betlabel still hasn't responded.
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3 weeks ago
Dear Musty,
We are pleased to confirm that the €1,000 transaction has been successfully returned. We are still awaiting the return of the second €1,500 transaction and will provide an update once it is confirmed.
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3 weeks ago
TranslationHello, yes, the first booking of €1000 has been credited, but why is the second transaction still open? Both were made on the same day.
I even paid out the €1500 first back then.
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3 weeks ago
TranslationHello Betlabel Team, I don't understand this and nothing is being explained to me again.
Why is only one amount being credited and the other not, even though they're from the same day? Surely Inpay hasn't only found that one payment. What's the problem now?
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3 weeks ago
Dear Musty,
We understand your concern. The second transaction is still being reviewed through the relevant payment channel, and the case remains under investigation.
Please allow some additional time for the process to be completed. We will provide an update as soon as we receive confirmed information.
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3 weeks ago
Dear Betlabel Casino,
Thank you for the confirmation of the first payment. Please notify us about any update regarding the remaining one.
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3 weeks ago
TranslationI don't understand it, but I hope it gets sorted out quickly.
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3 weeks ago
TranslationHello, another four days have passed, and the second payment is still pending, even though both withdrawals were made on the same day. Neither Inpay nor Betlabel has provided an explanation as to why.
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3 weeks ago
Dear Musty,
We are pleased to confirm that the €1,500 transaction has now been successfully returned. The matter has therefore been fully resolved.
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Musty,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Mirka
