The player from Germany requested withdrawals of €1,500 and €1,000 two weeks ago, but both were rejected by his bank and never credited back to his player account. He is frustrated that support indicates a refund process that may take up to four weeks despite the payments not being accepted by his bank.
Betlabel Casino - Player's withdrawals are delayed.
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18 hours ago
Translation
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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54 minutes 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.
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54 minutes 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
