Betlabel Casino - Das Spielerkonto wurde ohne Angabe von Gründen geschlossen.

On March 3rd, I requested and received a payment of €800. On March 4th, I requested a payment of €990, which was not processed, nor was the requested payment of €200 on March 5th.

On March 6th, I requested two more withdrawals, which were processed. My €990 and €200 withdrawals were then rejected because documents were missing, which I intended to submit. When I contacted support, they weren't helpful and tried to fob me off with standard requests like "provide your ID number" (which I had already provided). After the support representative asked for my phone number, which I hadn't yet provided, she said she needed to quickly check something with colleagues, and then my profile was blocked without any specific reason being given. Since then, I've been trying to contact support via email because €1200 in winnings are still outstanding.

Ich habe am 03.03. eine Auszahlung über 800€ beantrag und erhalten, am 04.03. habe ich eine Auszahlung über 990€ beantragt welche nicht durchgeführt wurde genauso wie die beantragte Auszahlung vom 05.03. in Höhe von 200€.

Am 06.03. habe ich nochmals 2 Auszahlungen beantragt welche durchgeführt wurden. Meine 990€ und 200€ Auszahlungen wurden dann abgelehnt weil Dokumente fehlen welche ich nachreichen wollte. Auf Nachfrage beim Support wurde mir nicht weitergeholfen sondern versucht mich abzuwimmeln mit Standardsachen wie „hinterlegen Sie Ihre Ausweisnummer" (war schon hinterlegt). Nachdem die Mitarbeitern vom Support meine Telefonnummer verlangt hat welche ich bis dahin noch nicht hinterlegt hatte, meinte sie sie muss kurz etwas mit Kollegen abklären und daraufgin wurde mein Profil gesperrt ohne genaue Angabe eines Grundes. Ich versuche seither den Support via Mail zu erreichen da hier immer noch 1200€ Gewinn ausstehend sind.

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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.

• Could you please advise how long you were a player at the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the blocking of your account? 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

Dear Kathei,

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