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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Betlabel Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• Have you registered with the same personal information as on your previous account?
• Could you please confirm whether you have passed the KYC verification on either of your accounts?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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

"Furthermore, the operator's lack of consistency is highlighted by the fact that even after they voided my winnings, they continued to send me VIP promotional invitations to encourage further play. This clearly demonstrates that the casino was perfectly willing to accept my deposits had I continued to lose, as there would have been no 'security concerns' in that case. They only choose to enforce 'multi-accounting' rules and void my activity the moment I secure a win, which confirms they are selectively applying these policies solely to protect their profit margins.

I apologize for the numerical posts, but I would just like to add proof of the transfer (bank statement)

Hello Blazf,

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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Dear Player,

Thank you for providing all the information and supporting documents.

After carefully reviewing your complaint, I regret to inform you that we are unable to assist you further.

The key issue in this case is your previous account closure request. Based on the evidence you provided, your message stated: "To much money louse and you restrict my account i have bad odds so i dont wanna play anymore." While we understand that you wished to stop playing, this message does not explicitly mention gambling addiction, loss of control, or any gambling-related problems. As such, it does not meet the standard of a valid self-exclusion request due to gambling problems under our Fair Gambling Codex.

Without a valid self-exclusion request based on gambling addiction or gambling-related concerns, we cannot conclude that the casino was obligated to prevent you from creating another account or gambling further. Consequently, we are unable to hold the casino responsible for the losses incurred on your subsequent accounts.

Furthermore, creating multiple accounts is strictly against the casino's Terms and Conditions, and we are unable to mediate complaints arising from such violations.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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