Betlabel account verification has already taken 2.5 weeks.

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.

The lack of a clear update after the original 72-hour estimate is understandably frustrating, especially when you’ve supplied the requested documents and haven’t been asked for anything further for around two weeks.

We generally allow casinos up to 14 days to complete verification, so the timeline you describe deserves a closer look. The delay alone doesn’t mean your money is lost, but you should have a clearer explanation of what is still being checked.

Could you clarify whether you won the €22 through casino games or sports betting? This matters because our complaint team doesn’t normally handle sports-betting disputes.

Also, have you submitted a formal complaint through our Complaint Resolution Center, or have you only posted here on the forum? These are separate processes, and knowing this will help me point you towards the appropriate next step.

Keep the document submission confirmations and support messages, particularly the original processing estimate, as they help establish the timeline.

Until now I only posted here, but I plan to open an official complaint, just need to find out where this can be done. Can you help me with the link?

The 22 Euros were won through Casino games and without any bonus money.

Of course.

You can find the link here 👈

Also thank you for additional info.

Thanks for the link, I filed a complain. Let's see how that turns out. Your help is very much appreciated. Meanwhile I'm waiting for 3 weeks and the only answers I get from support is that the "security experts" still check my documents. Never experienced a KYC process that takes so long without any status update or explanation what exactly is taking so long. If they wouldn't hold back my money I would just turn around and ignore this provider, but I'd like to see my money again 🙁

I understand. Everyone wants to receive their money. I don’t know why verification is taking so long either. Having to submit documents several times, or having some rejected, can extend the process, but I don’t think it should be approaching a month.

If the casino sees a problem, it should explain what you need to provide or what specific information they need to see. Otherwise, players are left unsure of what to do next.

Hopefully, we’ll be able to look into the situation together and help you get verified and receive your money as soon as possible.

I filed a complain via your link meanwhile, let's see how that goes.

Alright, will be waiting for development.

Fingers crossed. 🤞

Meanwhile it's 3.5 weeks since my account is not being KYC verified. Account and money are still blocked / in limited mode. Betlabel support is of no help as they continue to state, that they don't know, how long "security experts" (whoever they are) will need to verify my account and that I only have to wait a little bit longer (they state that since 3 weeks). Casino Guru complaint seems to be also stuck, at least I get no responses there. That's all so frustrating 🙁

Waiting on both the casino and your complaint must make this feel even more frustrating. Unfortunately, Betlabel’s repeated request for patience still doesn’t explain what is holding up your verification.

Regarding your complaint with us, you mentioned submitting it around five days ago. Our team also needs some time to review submissions and respond, so a few days without an update doesn’t necessarily mean it is stuck. That is separate from the three and a half weeks you’ve already waited for the casino.

Magically I finally received a mail from security@betlabel.com:

***

The bookmaker reserves the right to refuse to accept a bet or deposit from any individual without giving a reason. Deposits and betting are not available to you. We ask you not to create new gaming accounts as it violates Terms and Conditions. Otherwise all your gaming accounts will be blocked and winnings will not be paid out.

You can create a withdrawal request to receive the remaining funds on your account.

***

So it actually never was about KYC process but about me having another account in an affiliated casino (at least that's my explanation because I never had another Betlabel account). Not a word why they haven't been clear about that from the beginning. I meanwhile successfully withdrew my money from there.

I strongly recommend everyone to not (like never ever) create an account at Betlabel as their support is the worst I have ever experienced. I bet without going all these extra miles they would have luckily kept my money and this is pretty alarming.

Hello, I guess this was rather unexpected, and I think we both understand the bitterness. As far as I can tell, this explanation may also mean that the casino or sportsbook no longer wants to provide its services to you, and thus they inform you not to create an account with one of their brands. I could be wrong, of course, but usually if the casino is certain the player did something against the rules, they won't let the player withdraw and instead close the account immediately. I also understood you were unaware of any issue regarding this closure; I would guess the casino has found nothing on that level either. Well, whatever makes sense for you is, of course, okay; it's certainly not a positive experience and I thank you for sharing with us.