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I requested a withdrawal (SEPA) of €3,000. The casino attempted to process the withdrawal, but my bank keeps rejecting the transfer (apparently due to an untrusted sender). I have repeatedly asked the casino to return the money to my account so I can request a withdrawal using a different method.

However, the chat support is not helpful and only sends pre-made text snippets, which do not solve the problem.

After getting so frustrated with the incompetence of the chat support, I insulted them. As a result, the chat support completely blocked my account, and no one responds to my attempts to contact them anymore.

The €3,000 payout still hasn't arrived!

Ich habe eine Auszahlung (Sepa) über 3.000 Euro beantragt. Das Casino hat auch versucht sie Auszahlung durchzuführen, jedoch wird die Überweisung immer wieder durch meine Bank abgelehnt (da anscheinend unseriöser Absender). Ich habe das Casino mehrfach aufgefordert das Geld auf mein Konto zurückzubuchen, sodass ich die Auszahlung über eine andere Methode beantragen kann.

Der Chatsupport ist jedoch nicht behilflich und sendet immer nur vorgefertigte Textbausteine, mit diesen das Problem nicht gelöst ist.

Nachdem ich mich so über die Unfähigkeit des Chatsupport aufgeregt habe, habe ich diesen beleidigt. Daraufhin hat der Chatsupport mein Konto komplett gesperrt und es reagiert niemand mehr auf meine Kontaktaufnahmen.

Die 3.000 Euro Auszahlung sind natürlich immer noch nicht bei mir angekommen!

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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 I can better understand the situation.

• Have you received a justification for why your account was blocked?
• Did you achieve your current balance with the help of a bonus?
• Was your account verified?
• Could you please share with me your communication with the casino regarding the returned amount and your efforts for the casino to process the payout using an alternative payment method?? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hello,

The following are the answers to your questions:

Did you receive a reason for the suspension of your account?

NO, I DID NOT RECEIVE ANY EXPLANATION. I WAS SIMPLY TOLD TO CONTACT BLOCK@BETLABEL.COM. SEE SCREENSHOT.

I subsequently wrote several emails to block@betlabel.com and received no reply. See screenshot.

Did you reach your current account balance using a bonus? NO

Has your account been verified? YES

Hallo,

nachfolgend die Antworten auf Ihre Fragen:

Haben Sie eine Begründung für die Sperrung Ihres Kontos erhalten?

NEIN, ICH HABE KEINE BEGRÜNDUNG ERHALTEN. MIR WURDE LEDIGLICH GESAGT, DASS ICH MICH AN BLOCK@BETLABEL.COM WENDEN SOLL. SIEHE SCREENSHOT.

DARAUFHIN HABE ICH MEHRERE EMAILS AN BLOCK@BETLABEL.COM GESCHRIEBEN UND KEINE ANTWORT ERHALTEN. SIEHE SCREENSHOT.

Haben Sie Ihren aktuellen Kontostand mithilfe eines Bonus erreicht? NEIN

Wurde Ihr Konto verifiziert? JA

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Suechtig385Xxxxxxx,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas