Hello,

I would like to submit a formal complaint against BetLabel Casino.

I was an active user on their platform, playing both casino games (slots) and sports betting. After a period of play and some successful bets, I had accumulated approximately €6,000 in my balance.

Suddenly, my account was closed without prior notice. When I contacted support, they informed me it was due to an "internal decision" regarding a supposed duplicate account. This accusation is completely false, and no proof or evidence was ever provided.

I was fully cooperative and willing to clarify anything needed, yet they refused to resolve the matter or return my funds.

This is, in my opinion, an unjust and abusive action, clearly violating fair gaming principles.

I am requesting:

Reinstatement of my account or, if not possible,

Immediate payment of my remaining balance of approx. €6,000

Formal documentation explaining the alleged violation

Thank you to Casino Guru for your help and support in this matter.

Dear lbarrad,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• 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 allegations against you? Send emails or chat transcripts to my email at [email protected], 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

Olá Tomás, agrade?o imenso o seu contacto e disponibilidade para ajudar.

Segue abaixo as respostas às suas perguntas:

Endere?o IP ou conta duplicada:

N?o existe qualquer outra pessoa na minha casa com conta neste casino. A acusa??o de conta duplicada é completamente infundada. Nunca criei mais do que uma conta, e n?o partilho os meus dados ou rede com terceiros que utilizem a Betlabel.

Verifica??o KYC:

Sim, passei pelo processo de verifica??o KYC. No entanto, o processo foi extremamente demorado e desgastante. Enviaram-me inúmeros pedidos de documentos, selfies e verifica??es adicionais ao longo de mais de 15 dias. No final da verifica?ao retiraram cerca de 6000€ do meu saldo e somente me permitiram levantar o valor dos depósitos.

Tempo como jogador e bloqueio da conta:

Fui jogadora regular durante vários meses, na sec??o de casino (slots) e apostas desportivas. Os problemas come?aram logo após eu ter efetuado um levantamento de 1.000€ — foi exatamente aí que surgiram os primeiros problemas e a longa verifica?ao. Nunca antes tive qualquer restri??o enquanto perdia dinheiro. Meu registo na Betlabel foi em 15 outubro 2024, o problemas come?aram a surgir a 8 abril de 2025 com o meu primeiro saque de 1000€ e a conta foi fechada a 22/23 de abril 2025. De 15 outubro 2024 a 8 abril 2025 nunca tive qualquer problema na betlabel.

Uso de bónus:

N?o, o saldo que tinha em conta (cerca de 7.600€) foi obtido com apostas realizadas com dinheiro real, sem qualquer bónus ativo.

Comunica??o com o casino:

Já enviei vários e-mails tentando resolver o assunto de forma amigável. No entanto, o casino limitou-se a encerrar a conta e responder com mensagens genéricas, recusando-se a fornecer qualquer prova ou detalhe das alega??es.

Irei encaminhar para o seu email ([email protected]) as trocas de mensagens que tive com o suporte do Betlabel e tambem imagem dos dados meu perfil e saldos.

Agrade?o desde já toda a ajuda que me puderem prestar. Estou disponível para fornecer qualquer outra informa??o necessária. é muito importante para mim recuperar o acesso ao meu dinheiro e ver esta situa??o resolvida com justi?a.

Com os melhores cumprimentos,

lbarrad

Thank you very much, lbarrad, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Tomas,

Thank you very much for your help and for forwarding my case to your colleague Peter. I truly appreciate the time and effort you've dedicated to assisting me.

My sincere hope is that this situation can be resolved fairly and amicably, and that I will receive the funds owed to me. Please know that I am fully available and willing to cooperate in any way necessary to support this process.

Once again, thank you for your support.

Best regards!

Hello there,

Thank you lbarrad for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betlabel Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help the player receive their winnings.

Thank you!

Hello,

We've looked into this case in more detail. The cooperation with the player was terminated due to a breach of terms.

Dear Peter,

We’ve sent you a full explanation along with supporting evidence via email.

Thank you for your understanding — please don’t hesitate to reach out if you have any further questions.

Thank you for providing me with the information Betlabel Casino representative.

lbarrad, the casino has presented multiple indicators suggesting the presence of duplicate accounts. It is an industry standard that an individual may operate only one account in their name. Your activity constitutes a clear violation of this policy, and as such, we find the actions taken by the casino to be justified.

We strongly advise against such behavior, as it may result in similar situations in the future. In light of this, we regret to inform you that your complaint will be rejected.

Thank you for your understanding.

Kind regards,

Peter