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This casino made me register and play, the problem arose when in my bank statement for a deposit made on Betlabel I saw 22bet, from there I investigated and I understood that they are the same site and share the same ownership in fact by depositing on Betlabel I get the payment to 22bet, the problem arises from the fact that I have been self-excluded on 22bet for at least 3 years for gambling addiction, I hope that this time you will find the courage and intervene

Questo casinò mi ha fatto registrare e giocare , il problema è sorto quando nel mio estratto conto per un deposito fatto su Betlabel mi è uscito 22bet , da lì ho indagato e ho capito che sono lo stesso sito e condividono la stessa proprietà infatti depositando su Betlabel mi risulta pagamento a 22bet , il problema nasce dal fatto che sono autoescluso su 22bet da almeno 3 anni per ludopatia , spero che questa volta uscite il coraggio e intervenite

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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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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betlabel Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?

If you believe you are in need of protection from further gambling and your account is currently not blocked, as the next step, I recommend you contact the casino again and ask for a self-exclusion due to gambling problems. Address your request to the support of the casino at support@spinrollz.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Betlabel Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

My account is still accessible, if you read carefully I said something very specific, that is, I was self-excluded on 22bet and I opened an account on Betlabel, when I deposit on Betlabel it gives me 22bet as the recipient of the payment, so something doesn't add up. The last time I deposited was the day before yesterday.

Il mio account è accessibile anche adesso , se leggi bene ho detto una cosa ben precisa cioè che ero autoescluso su 22bet e mi sono aperto il conto su Betlabel , quando deposito su Betlabel mi dà come destinatario pagamento 22bet quindi c'è qualcosa che non quadra . L'ultima volta che ho depositato è stata l'altro ieri

I have another proof to support my thesis, if you go to Betlabel and click on the affiliate program it automatically takes you to 22bet partners of which Betlabel is also part.

Ho un'altra prova a sostenimento della mia tesi , se andate su Betlabel e cliccate su programma affiliazione vi porta automaticamente su 22bet partners di cui fa parte anche Betlabel

Thanks for your reply.

Please note that the license of the casino doesn't mandate extending the self-exclusion to associated websites. In order to be protected in an online casino, it's recommended that you request a self-exclusion due to gambling problems in all casinos where you have an open account.

Kindly confirm that you sent the self-exclusion request according to my recommendation, or whether your account has already been closed.

Thanks in advance for your reply.

Dear lorenzoschie,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have written more than once to my VIP manager that I have lost everything and do not even have money to eat after the losses, you decide if in your opinion they should not have closed my account

Ho scritto più di una volta al mio vip manager di aver perso tutto e non avere nemmeno i soldi per mangiare dopo le perdite , fate voi se secondo voi non avrebbero dovuto chiudere il mio conto

Thanks for your reply.

Kindly share with me your communication with the casino where you disclosed your gambling issues so that we may review it. Include the casino's responses, if available.

Send the information to my email at tomas@casino.guru

The casino refuses to provide me with the full chats, unfortunately I deleted them when I closed my account, please have Sebastian their VIP manager provide them to you

Il casinò si rifiuta di fornirmi le chat complete , purtroppo le ho cancellate quando ho chiuso il conto , per favore fatevele fornire voi da Sebastian il loro vip manager

Hello lorenzoschie,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

We may only ask the casino to refund money lost on gambling if we have evidence that you informed the casino of your gambling issues and the casino failed to protect you. Please let me know if there is any evidence that would support your complaint, or we may not be able to help you. If the communication was made via email, check with your email provider to recover these deleted messages.

Send the evidence to my email at tomas@casino.guru

Dear lorenzoschie,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru