The player from Portugal lost €1,500 while playing at BetLabel, an online casino that was not licensed to operate in Portugal. After realizing this, he self-excluded and felt cheated for not having regulatory protection, requesting a review of his case with hopes of recovering his losses or at least receiving a formal response from the casino. The Complaints Team clarified that without concrete proof of the self-exclusion request and the casino's failure to act, they were unable to assist further. Consequently, the complaint was rejected due to a lack of verifiable evidence.
Betlabel Casino - Player seeks refund after realizing casino is not licensed.
Closed
Our verdict
Insufficient evidence from player
Amount: €1,500
Betlabel Casino
Safety Index:Fresh casinoCase summary
Discussion
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3 months ago
Translation
I recently played at the BetLabel online casino and lost €1,500. After realizing the seriousness of the situation, I requested to self-exclude myself from the platform to avoid further losses.
The main problem is that BetLabel is not licensed to operate in Portugal, which means I was left without any regulatory protection. Only after playing did I realize that this company operates under a license from Curaçao and has no authorization from SRIJ (Serviço de Regulação e Inspeção de Jogos).
I feel cheated for having deposited and played on a platform that shouldn't accept Portuguese players.
What I request:
- That Casino.guru analyzes my case and intercedes with BetLabel.
- The return of the amount lost (€1,500) or at least a formal response from the casino.
- That other players be warned about the risks of this site.
I can provide attachments such as
- Proof of deposits (bank statements or account prints).
- Betting history or platform screenshots.
- Emails or messages exchanged with BetLabel support.
Thank you for your help and mediation work.
Automatic translation:
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3 months ago
Dear player,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem).
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].
Could you please confirm whether your account has already been closed successfully?
Thank you very much in advance.
Best regards,
Dominika
Important Notice:
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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
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3 months ago
Translation
Dear Dominika,
To clarify my complaint, I present the facts in a structured way:
Initial request to close my account
I contacted the casino via chat to close my account.
I explained clearly that I had already lost a lot of money and was experiencing serious gambling problems.
It was confirmed that they would proceed with the closure, but that I would have a few days to think about it if I wanted to play again.
The casino's failure to apply protection measures
Despite my request, the account remained active.
The casino should have treated my request as a self-exclusion situation related to responsible gambling.
By allowing me to continue depositing and betting, the casino failed to protect a vulnerable player, contrary to international good practice in responsible gambling.
Direct consequences of this failure
Due to the lack of blocking, I ended up losing an additional €1,500.
These losses could have been avoided if the casino had respected my request and applied the appropriate measures.
I therefore request that my complaint be examined in the light of these points, and that the casino's responsibility for failing to comply with minimum player protection, resulting in the aforementioned losses, be acknowledged.
Best regards,
Edited by a Casino Guru admin
Automatic translation:
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3 months ago
Translation
Dear Dominika,
I want to make the following absolutely clear:
I asked for my account to be closed, explaining that I was having serious gambling problems.
The casino confirmed my request, but still did not block the account and allowed me to continue depositing.
As a direct consequence, I lost an additional €1,500.
To make matters worse, I continue to receive promotional emails encouraging deposits and bonuses, which demonstrates abusive and irresponsible conduct.
👉 This behavior is unacceptable and constitutes a serious violation of responsible gaming practices, exploiting a vulnerable player.
I demand the immediate return of the amount lost (€1,500) during this period in which the casino failed to respect my request.
Otherwise, I will not hesitate to escalate the situation to all possible entities and platforms, publicly exposing these abusive practices.
Best regards,
Edited by a Casino Guru admin
Automatic translation:
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3 months ago
Dear player, please understand that in cases like this, we are only able to help if there is clear proof that the player informed the casino about a gambling problem, and the casino failed to act within a reasonable timeframe. Without such evidence, we unfortunately cannot hold the casino responsible for the additional losses.
If your account is still open, we strongly recommend that you request a full self-exclusion immediately, making it clear it's due to a gambling problem. If you need help with that, please follow the instructions below:
When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
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3 months ago
Translation
Dear Dominika,
Unfortunately, I can't access the history of my casino account as it has already been closed, so I can't retrieve direct proof of the closure/self-exclusion request I made via chat.
However, I reinforce that:
I clearly explained in the chat that I was having gambling problems and needed to close the account.
The casino support confirmed that the account would be closed, with a few days of reflection.
Even so, the casino continued to allow deposits, which resulted in additional losses of €1,500.
To make matters worse, I still receive promotional emails from the casino encouraging deposits and offering bonuses, which shows that there was no real closure of the account and no concern for responsible gambling.
I ask you to consider these points and, if necessary, to ask the casino directly for records of my contact in the chat, where all this was said. These records should exist and prove my request.
Best regards
Edited by a Casino Guru admin
Automatic translation:
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3 months ago
Dear player, as I previously mentioned, without concrete evidence, we are unfortunately unable to proceed with the complaint or hold the casino accountable for the additional losses.
I understand your frustration, but proof is essential in cases like this to support your claims effectively.
Additionally, regarding the promotional emails you are still receiving:
- Have you asked the casino to unsubscribe you from all marketing communications?
- Alternatively, you can often unsubscribe directly by clicking the "unsubscribe" link usually found at the bottom of the promotional emails.
If you haven’t done this yet, I strongly recommend doing so as soon as possible to stop receiving further emails.
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3 months ago
Translation
Dear Dominika,
I understand your position, but I want to make it absolutely clear:
The casino is not allowing me to access the account, preventing me from obtaining the evidence they are requesting.
This, in itself, demonstrates bad faith and a deliberate attempt to erase any record of my closure request related to problem gambling.
Despite my request, the account was not blocked and allowed me to lose an additional €1,500.
To make matters worse, I continue to receive promotional emails from the casino, which proves that there was never any real account closure and that there is no concern for responsible gambling.
⚠️ This is a clear violation of the basic rules for protecting vulnerable players.
I demand the immediate return of the lost amount (€1,500).
If there is no resolution, I will expose this situation on all possible platforms (Trustpilot, AskGamblers, social networks) and file a complaint with the regulator of the country where the casino operates.
I will not accept that the casino hides behind the excuse of "lack of evidence", when it is the casino itself that blocks access to my account and deletes the records that could prove my claim.
Best regards,
Automatic translation:
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3 months ago
Dear player, as I have already explained several times, without concrete proof that you requested self-exclusion due to a gambling problem before the additional losses occurred, we are unfortunately unable to proceed further with your complaint or request compensation on your behalf.
Since your account has already been closed and you are unable to access it, there is nothing more we can do from our side at this point. We have reached the limit of our ability to assist you without verifiable evidence.
Regarding the promotional emails you’re still receiving — if you haven’t already, please unsubscribe directly via the "unsubscribe" link usually found at the bottom of such emails. You may also contact the casino directly and ask to be fully removed from all marketing lists.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
