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Timeline of events:

Deposit & Gameplay: I made an initial deposit of 2,300 and played casino games on the platform. Over the course of play, my account balance grew to a total of 61,000.

Withdrawal Request: I submitted a withdrawal request for my balance of 61,000.

Extensive KYC Verification: As part of the withdrawal process, the casino requested extensive identity and source-of-funds verification. I fully complied and submitted all of the following:

• Passport (submitted twice)
• National ID card
• Driving licence
• Utility bill (proof of address)
• Screenshots proving the source of my cryptocurrency deposit
• Selfie holding my passport
• A photograph of myself with the device used to access and play on my account
• An additional selfie holding a paper with the requested date and verification code

I completed every one of these verification steps promptly, in full, and through the casino's official channels.

Casino's Response: After completing all of the above verification — an unusually extensive and invasive set of checks — instead of processing my withdrawal, the casino sent the following message: "Due to a technical failure on 23/06/2026, you received incorrect amount of winnings. Therefore, your gaming account balance will be revised. You can withdraw your funds."

Result of the "Revision": The casino unilaterally reduced my withdrawable balance from 61,000 down to 2,300 — exactly matching my original deposit amount. This means 58,700 in winnings were removed from my account with no explanation, evidence, or documentation provided.

Why I am disputing this:

No evidence of any technical failure was provided. I requested documentation (incident report, provider confirmation, specific affected transactions) and received none.

My own gameplay/betting history does not show any anomaly, error, interruption, or duplicate payout consistent with a technical malfunction. The wins appear as normal, valid outcomes.

I passed every single verification check requested, including highly sensitive checks like source-of-funds for crypto deposits, a device photo, and a live-dated selfie — all without any issue being raised by the casino at the time. It was only after I completed this full battery of checks that the "technical failure" claim appeared, timed precisely to coincide with the payout stage.

The casino's own Terms and Conditions state that withdrawal delays or additional verification are only justified where there are "reasonable grounds to suspect fraud, abuse, or a breach of these Terms and Conditions."

No such grounds were ever cited during or after this extensive verification process.

The revised balance conveniently equals exactly my original deposit, effectively confiscating 100% of my winnings while disguising it as a routine "balance correction."

What I am requesting:

Payment of my full winnings balance of 61,000 (or the outstanding 58,700 still missing).

If the casino maintains that a technical failure occurred, I request they provide verifiable documentation proving the malfunction, which transactions were affected, and how the "corrected" amount was calculated.

Evidence I can provide:

• Screenshots/records of my full gameplay and betting history.
• Copies of all submitted KYC documents (passport x2, ID, driving licence, utility bill, crypto source-of-funds screenshots, passport selfie, device photo, dated verification selfie).
• Copy of the casino's Terms and Conditions (withdrawal, KYC, and dispute resolution sections).
• Full written correspondence with casino support, including the "technical failure" message.

I am seeking assistance from Casino Guru to mediate this dispute and help recover my confirmed, undisputed winnings.

Important notice:

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.

Stay safe.

Dear Pistach,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal process at the casino.

To better understand your situation and to assist you effectively, I would like to ask a few clarifying questions:

• Do you still have access to your account?
• Could you please clarify if you have successfully completed KYC verification? The attached file ended on your inquiry if the driving license files were accepted. Please post a screenshot of your account's verification page.
• On June 26, you messaged the casino asking for the reason for the €61,000 confiscation of your winnings. What was the response to this message?
• Please forward the complete email threads containing your communication about the "technical failure" message. Please do not send screenshots, but the original, uncropped email messages instead. My email address is jean.s@casino.guru.

I hope we will be able to help you resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Dear Jean,

Thank you for your reply and for reviewing my complaint.

Please find my answers below:

1. Do you still have access to your account?

Yes, I still have access to my account.

However, on 24 June, BetLabel removed approximately €59,000 from my account balance without my authorization. They confiscated all of my winnings and left only my original deposited funds (approximately €2,300), which I was eventually able to withdraw. The remaining balance representing my legitimate winnings was simply deducted from my account.

2. KYC verification

Yes. I have fully cooperated with every verification request.

Over a period of more than two weeks, I exchanged 43 emails with BetLabel's Security Department. During this process I provided far more documentation than is normally required, including:

National ID card

Passport (submitted twice)

Driving licence

Utility bill

Proof of deposit from my cryptocurrency exchange

Selfies holding my passport

Selfies holding both my passport and the device used to play

Additional verification photographs requested by the casino

Other documents requested during the process

Despite continuously providing every document requested, the casino kept asking for more documents instead of processing my withdrawal.

I have attached the complete email correspondence (43 emails).

3. Response to my email asking why €61,000 had disappeared

After more than two weeks of requesting documents, the casino suddenly changed its explanation and informed me:

"Due to a technical failure on 23/06/2026, you received incorrect amount of winnings. Therefore, your gaming account balance will be revised. You can withdraw your funds."

This was the first time they mentioned any alleged "technical failure."

However, they have never explained:

what the alleged technical failure was;

what exact game was affected;

what exact bets were supposedly incorrect;

when the error occurred;

why they waited more than two weeks and requested dozens of KYC documents before mentioning it;

or provided any evidence supporting this claim.

I have repeatedly requested this information, but they no longer answer these questions.

4. Additional inconsistency

In a separate conversation with customer support, they even stated that I lost the money on 25 June.

This is demonstrably false.

I possess my complete gaming history, which clearly shows that I did not play on 25 June. The entry shown on that date is not a real-money gaming transaction but merely the accounting adjustment made by the casino when they confiscated my winnings.

Furthermore, the explanation of a "technical failure" is not credible because my winnings were generated across multiple different slot games, not a single game. It is therefore extremely difficult to believe that several unrelated games from different sessions all simultaneously produced the same "technical error."

For your review, I have attached the complete email correspondence with the casino. If you require any additional evidence, including my full gaming history, I will be happy to provide it.

Thank you very much for your assistance.

Kind regards

Dear Pistach,

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, Martina, (martina.b@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,

Jean

Dear Pistach,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Betlabel Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hello,

We have reviewed the details of this case with the relevant department.

According to the information provided by the Security Department, the transactions in question were not standard bets placed by the player. They were manual deductions made by the platform in relation to winnings obtained unlawfully.

Due to confidentiality reasons, we are unable to disclose the full details publicly in the complaint thread. However, additional information regarding this case has been sent directly to the Casino Guru team for further review.

Thank you for your understanding.

Dear Betlabel Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Hello Martina,

I want to lay out clearly what has happened here, because at this point the pattern speaks for itself.

First, I was asked to go through an excessive KYC process — over 9 documents, some of them requested more than once (passport submitted twice, among others).

After completing all of that, I was told there had been a "technical failure."

Then support told me the money was gone because I had supposedly lost it through bets on specific games — bets that don't even appear correctly in my own account history and exceed the game's maximum bet limit.

Now, they're telling me it was a "manual deduction for winnings obtained unlawfully," while hiding behind "confidentiality" to avoid giving me or the platform any actual details.

That "confidentiality" excuse doesn't hold up. I have already sent all of the evidence to your colleague Jean — my full bet history, the casino's own Terms and Conditions, and all correspondence with support. My bet history clearly shows legitimate winnings across several different slot games, following the exact same pattern as every other verified real-money bet on my account.

Please let me be direct: it is not my winnings that were obtained unlawfully — it is BetLabel that has illegally confiscated money I won correctly and fairly, and has now given three different, contradictory excuses to justify it.

If you or the team need anything further — additional screenshots, clarifications, or documentation — I'm glad to provide it. Everything I have supports my account of events, not theirs.

Thank you for looking into this.

Greetings, everyone.

Thank you, Betlabel Casino Team, for providing all the information and supporting evidence regarding this case.

Dear Pistach,

Based on the evidence provided, we are unable to reach a different conclusion. Therefore, we must close this complaint as rejected. The available evidence supports the casino's decision to void your winnings.

I would like to assure you that, as an independent mediator, we carefully reviewed all the information and evidence submitted by both parties. Our decision is based solely on verified evidence and our independent assessment, without influence from external pressure or assumptions.

You are, of course, entitled to disagree with our conclusion. If you believe your position is justified, you are welcome to contact the relevant licensing authority and request an independent review of the matter.

I am sorry that we were unable to achieve a more favorable outcome for you.