Hi,
I registered with Betlabel about 2.5 weeks ago (I wanted to try a new provider because my current one keeps having technical problems), deposited €500, and then won €22. I know this for sure because I can still log in and see my account balance.
After everything went so well, I naturally wanted to test the withdrawal methods, but promptly the account was put into a restricted mode and I can no longer bet, play in the casino, deposit anything and also withdraw anything.
Then the usual KYC verification process began, and numerous documents, photos, etc., were requested. Unfortunately, everything was done piecemeal – one thing was requested, I sent it, and then another request came along. This all took a comparatively long time and felt like a deliberate delaying tactic.
No additional documents have been requested for about two weeks now, however, the account is still in this restricted mode, and support keeps responding with the same old platitudes about how sorry they are and that I need to be patient. Initially, they said everything had to be processed strictly sequentially and that I would have to wait up to 72 hours, but now they're just saying that the security specialists are overloaded and that expedited processing isn't possible. The security specialists ( security@betlabel.com However, they do not respond at all to emails inquiring about the status.
I'm incredibly frustrated and don't know what to do anymore. Are other people experiencing the same thing with Betlabel? What else can I do? Even my suggestion that they keep the €22 winnings and only refund my original deposit was rejected. I'm afraid I'll never see my €500 again.
