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I sent a withdrawal request on 04/06 for €42.96, which was rejected due to the need to complete the KYC.

On the same day (04/06/2026) I received a notification to withdraw the funds by 08/06 as the casino would be closing and then it would no longer be possible to withdraw.

They didn't give me enough time to complete the KYC procedure and request a new withdrawal.

It is not possible that in 4 days (practically without warning) they close the casino and disappear with the users' money.

When entering the site it appears that it is under maintenance but there is no way to interact with them.

I attach all the evidence of the case.

Ho inviato un richiesta di prelievo il 04/06 di €42,96, la quale mi è stata rifiutata per necessità di effettuare il Kyc.

Sempre lo stesso giorno (04/06/2026) mi è arrivata una comunicazione di prelevare i fondi entro l'08/06 poiché il casinò avrebbe chiuso e poi non sarebbe stato più possibile prelevare.

Non mi hanno dato il tempo necessario di effettuare la procedura del Kyc e di richiedere un nuovo prelievo.

Non è possibile che in 4 giorni (praticamente senza preavviso) chiudono il casinò e spariscono con i soldi degli utenti.

Entrando nel sito compare che è in manutenzione ma non c'è modo di interagire con loro.

Allego tutte le prove del caso.

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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.

• Have you sent any identity documents to the casino before the maintenance started? If so, kindly specify which documents you submitted and when exactly.
• Have you tried contacting the casino customer support through email to ask about the verification of your account and the possibility of withdrawing your winnings?
• Did you accumulate your winnings from a real-money deposit or from a free, no-deposit bonus?

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

Greetings,

Thank you so much for your reply.

In order, in response to the questions:

1) Unfortunately I didn't have time to complete the KYC and send the documents as I would have done it on 06/09, but when I entered the site that day I discovered that it was already closed (it was closed on 06/08 but they only notified me on 06/04 with a single email and I didn't even have time to read the mail).

2) I tried to contact support both via email (I'm attaching my email to the message) and via the chat on the website (reachable by following the link in one of their emails) but I haven't received any response in either case, it seems as if everything is offline, even the chat on the website is offline and they don't respond to any emails.

3) I made only real money deposits (3 deposits: €20 + €15 + €21 total, €56) and wagered the entire amount for 1 full slot. I'm attaching a deposit confirmation email.

Thank you for your help.

Best regards

David

Salve,

grazie mille per la risposta.

In ordine, in risposta alle domande:

1) Purtroppo non ho fatto in tempo ad effettuare il KYC e a inviare i documenti in quanto lo avrei fatto il 09/06, ma entrando nel sito quel giorno ho scoperto che già era chiuso (l'08/06 è stato chiuso ma mi hanno avvisato solo il 04/06 con una unica mail e non ho avuto nemmeno il tempo di leggere la posta).

2) Ho provato a contattare sia via mail il supporto (allego la mia mail al messaggio) sia nella chat nel sito (raggiungibile seguendo il link presente in una delle loro mail) ma non ho ricevuto nessuna risposta in entrambe le cose, sembra come se fosse tutto offline, anche la chat nel sito è offline e non rispondono a nessuna mail.

3) Ho effettuato solo depositi in denaro reale (3 depositi: 20€ + 15€ + 21€ totale 56€) e wagerato tutto l'importo x1 full slot. Allego mail di conferma depositi.

Grazie per il vostro aiuto.

Distinti saluti

David

Dear DavidASR

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, Lucia (lucia.s@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,

Veronika

Hello DavidASR,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Belabet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear DavidASR,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

Under normal circumstances, I would recommend submitting a complaint to the Anjouan Gaming Authority through the licensing badge located in the footer of the casino's website, as regulators often have additional tools and authority that may help in situations like this.

However, as the casino currently appears to be offline, either due to maintenance or because it has ceased operations, we are unfortunately not sure whether it is currently possible to submit a complaint directly to the licensing authority through the usual channel. Should the casino become operational again, I encourage you to check whether the licensing badge is available and, if so, use it to file a complaint.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S