Belabet Casino - La cuenta del jugador está cerrada sin explicación.

On July 12, 2025, I read the relatively positive review, registered at Belabet.com Casino, deposited NOK 2,246, and activated the welcome bonus with the code "BELA." I fully met the bonus terms and conditions and, through regular play—including a win on "Buffalo King"—reached a final balance of NOK 10,000.

My account verification was successful. After an initial delay due to an email issue, wallet confirmation worked, but it was successfully redirected to an alternative address.

Despite this clarification, four days later I received a message that my account had been closed in accordance with sections 6.3/6.4 of the Terms and Conditions – without specifying any specific violation. My winnings were voided, and the original deposit was to be paid out.

Evaluation of my game progress (verifiable by Excel file):

35,539 game rounds in the period 12–13 July 2025

Total stakes: 108,726 NOK

Payouts: 114,224 NOK

Average bet: 3.06 NOK

Highest bet: 12 NOK – well below the bonus maximum bet

Bonus source: "1st Welcome"

Game type: slots only – no excluded games or prohibited categories

I have demonstrably strictly adhered to all bonus terms and conditions, have not exceeded the maximum bet, have not used any blocked games, and have not exhibited any conspicuous betting behavior. There was also no technical manipulation, no multi-accounting, or abuse. The decision to close my account is based solely on a general T&C clause – without any transparent explanation.

My demand:

I call on Belabet:

to recognize the bonus winnings of NOK 7,754,

to release the full payout of NOK 10,000

or tell me specifically which rule I am alleged to have broken.

A blanket application of imprecise terms and conditions without evidence contradicts the principles of fair gaming.

I thank Casino Guru for the referral and am willing to provide my full gaming history for review.

I ask for help from Casino Guru

Best regards

N.

Am 12. Juli 2025 habe ich die relativ gute Bewertung gelesen, mich beim Casino Belabet.com angemeldet, 2.246 NOK eingezahlt und den Willkommensbonus mit dem Code „BELA" aktiviert. Ich habe die Bonusbedingungen vollständig umgesetzt und durch reguläres Spiel – unter anderem mit einem Gewinn bei „Buffalo King" – einen Endguthabenstand von 10.000 NOK erreicht.

Die Verifizierung meines Kontos verlief erfolgreich. Die Wallet-Bestätigung funktionierte nach anfänglicher Verzögerung aufgrund einer E-Mail-Problematik – wurde aber auf eine alternative Adresse korrekt umgestellt.

Trotz dieser Klärung erhielt ich vier Tage später die Nachricht, dass mein Konto gemäß Abschnitt 6.3/6.4 der AGB geschlossen wurde – ohne Angabe eines konkreten Regelverstoßes. Meine Gewinne wurden für ungültig erklärt, die ursprüngliche Einzahlung soll ausgezahlt werden.

Auswertung meines Spielverlaufs (belegbar durch Excel-Datei):

35.539 Spielrunden im Zeitraum 12.–13.07.2025

Gesamteinsätze: 108.726 NOK

Auszahlungen: 114.224 NOK

Durchschnittlicher Einsatz: 3,06 NOK

Höchster Einsatz: 12 NOK – klar unter Bonus-Maximaleinsatz

Bonusquelle: „1st Welcome"

Spieletyp: nur Slots – keine ausgeschlossenen Spiele oder unzulässige Kategorien

Ich habe nachweislich alle Bonusbedingungen strikt eingehalten, keinen Maximal-Einsatz überschritten, keine gesperrten Spiele genutzt und kein auffälliges Einsatzverhalten gezeigt. Es lag auch keine technische Manipulation, kein Multiaccounting oder Missbrauch vor. Die Entscheidung zur Kontoschließung basiert einzig auf einer allgemeinen AGB-Klausel – ohne transparente Begründung.

Meine Forderung:

Ich fordere Belabet auf:

den Bonusgewinn von 7.754 NOK anzuerkennen,

die vollständige Auszahlung von 10.000 NOK freizugeben

oder mir konkret mitzuteilen, welche Regel ich angeblich verletzt haben soll.

Eine pauschale Anwendung unpräziser AGB-Klauseln ohne Nachweise widerspricht den Grundsätzen fairen Spielbetriebs.

Ich danke Casino Guru für die Vermittlung und bin bereit, meinen vollständigen Spielverlauf zur Überprüfung zur Verfügung zu stellen.

Ich bitte um Hilfe von Casino Guru

Mit freundlichen Grüßen

N.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the communication between you and the casino customer support regarding the confiscation of your winnings and the closure of your account? My email address is veronika.f@casino.guru. Kindly include your game history in Excel format as well.

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

Best regards

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Veronica,

I have just sent you an email with the requested documents (betting history, communication with the casino).

Best regards

Hallo Veronika,

ich habe ihnen eine Email mit den gewünschten Unterlagen (Wettverlauf, Kommunikation mit Casino) soeben gesendet.

Viele Grüße

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Neptun07,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Belabet Casino to join the conversation.

Dear Belabet Casino,

I would appreciate it if you could provide details regarding the closure of the player's account. Specifically, what actions or gameplay by the player were identified as violations of the bonus terms and conditions? If the information cannot be shared publicly, please forward it, including supporting evidence, to me at michal.k@casino.guru for an independent assessment.

Dear Belabet Casino,

Thank you for your email. I have responded back with some additional queries.

Dear Neptun07,

Did you previously have your account closed at Belabet Casino? If so, what was the reason, please?

Could you kindly verify the email address you utilized for your registration at Belabet Casino? Additionally, are all the personal information you provided in your casino account accurate and legitimate?

Here's another screenshot when trying to create a second account. I just tested it. Please keep this confidential, as my email address is shown.

Hier noch ein Screen wenn man versucht ein 2. Konto zu erstellen. Habe es eben getestet. Bitte vertraulich behandeln da meine Emailadresse gezeigt wird.

Dear Neptun07,

Thank you for your response. However, it seems there are some discrepancies with the information you provided. I have received information and evidence from the Belabet team that sheds a different light on the situation.

You mentioned you have not had your account closed at Belabet Casino, but how can you explain this then?

This email was sent to the exact same email address that you confirmed. I have, of course, disguised your email.

There were some changes underway in Belabet Casino, thus a lot of accounts needed to be closed, including yours. All the affected players were informed accordingly.

Why have you stated that you registered on July 12, 2025?

Looking forward to your clarification.

Hello Michael,

First, please make the email in my second-to-last post invisible. It's currently publicly visible!

And I actually registered and played on July 12th. Around that time, the casino was also listed on their site.

There was no older email from this casino in my email account either.

As shown in my screen, double registration is not possible.

My questions to the casino:

Was there a sister casino that took over the accounts? Was my email confirmed in 2024? Did I ever deposit and play in the alleged previous account?

I am very interested in what exactly happened.

Hallo Michal,

zunächst meine Bitte die Email in meinem vorletzten Beitrag unsichtbar zumachen. Zur Zeit ist sie öffentlich sichtbar!

und ich habe mich tatsächlich am 12. Juli registriert und gespielt. Zu diesem Zeitpunkt wurde auch etwa das Casino auf ihrer Seite gelistet.

in meinem Emailaccount gab es auch keine ältere Email von diesem Casino.

Wie in meinem Screen gezeigt, ist eine doppelte Registrierung nicht möglich.

meine Fragen an das Casino:

Gab es ein Schwestercasino mit Übernahme der Konten? Wurde meine Email 2024 bestätigt? Habe ich jemals in dem angeblichen früheren Konto eingezahlt und gespielt?

Ich bin sehr daran interessiert was genau passiert ist.

Dear Neptun07,

Your previous response is already set as private so that only you, us, and the casino team can see it; for the remaining audience, it is shown like this:

Now to the discrepancy about your "registration". Do I understand correctly your claims that you have not had an account with Belabet Casino prior to July 12, 2025?

Do you claim that you have never played, deposited, claimed bonuses or withdrawn from Belabet Casino prior to July 12, 2025?

Looking forward to your clarification.

Hello Michael,

I can confirm that I registered on July 12th. I couldn't find an older registration in my email account.

If there's an older registration (before 2024), I can't remember it. There's no email about it in my inbox either.

If there is a previous deposit, please let me know the date. This way, we can definitively determine whether I ever made a deposit.

I would like to point out again that double registration is technically not possible.

Hallo Michal,

ich kann bestätigen, dass ich mich am 12. Juli angemeldet habe. Eine ältere Registrierung in meinem Emailaccount konnte ich nicht finden.

Sollte es eine ältere Registrierung geben ( vor 2024 ) kann ich mich nicht daran erinnern. In meinem Postfach gibt es auch keine Email dazu.

Falls es eine Einzahlung von früher geben sollte, bitte ich mir dieses Datum zu nennen. Somit kann endgültig geklärt werden, ob ich jemals eingezahlt habe.

Ich möchte nochmal darauf hinweisen, dass eine doppelte Registrierung technisch nicht möglich ist.

Dear Neptun07,

Thank you for your reply. I am currently waiting for additional information from the casino team to gain a better understanding of the overall situation. By the way, do you recall which casinos had your account closed, and could you share the reason for that?

Hello Michael,

Thank you again for your support in my case against Belabet.

I would like to provide you with some important additions:

1. GDPR data disclosure requested:

Today, I sent a formal request to Belabet pursuant to Article 15 GDPR to obtain complete information about all personal data, particularly regarding the account allegedly created in 2024.

I'm not aware of any such account. I haven't attempted to maintain multiple accounts or violate any Terms and Conditions—that's neither my gaming behavior nor my intention.

If Belabet refers to technical data (e.g., IP address, device usage, etc.), I would request specific disclosure. It's entirely conceivable that a previous, inactive, or incomplete account could be falsely considered a violation.

I would like to emphasize again that all the information I have provided is correct, the verification process has been successfully completed, and I have fully and correctly used the bonus.

2. Regarding account closures at other casinos:

I also play with other Curaçao-based providers, particularly Dama NV and Hollycorn NV. In the past, there have been isolated cases of account closures – either by me (e.g., via self-exclusion) or by the casino, usually citing intensive bonus usage.

However, I've never been blocked for multiple accounts or suspected fraud. I've always maintained only one account with all providers, never made any false statements, and never intentionally violated the terms and conditions.

Thank you for your effort and support in clarifying this matter. If you have any further questions, please feel free to contact me.

Best regards

Neptune

Hallo Michal,

vielen Dank erneut für Ihre Unterstützung in meinem Fall gegen Belabet.

Ich möchte Ihnen noch einige wichtige Ergänzungen übermitteln:

1. DSGVO-Datenauskunft beantragt:

Ich habe heute eine formelle Anfrage gemäß Artikel 15 DSGVO an Belabet gesendet, um vollständige Auskunft über sämtliche personenbezogenen Daten zu erhalten – insbesondere in Bezug auf das angeblich bereits 2024 bestehende Konto.

Mir ist kein solches Konto bekannt. Ich habe keinen Versuch unternommen, mehrere Konten zu führen oder gegen AGB zu verstoßen – das entspricht weder meinem Spielverhalten noch meiner Absicht.

Falls Belabet auf technische Daten (z. B. IP-Adresse, Gerätenutzung etc.) verweist, würde ich um konkrete Offenlegung bitten. Es ist durchaus denkbar, dass ein früherer, inaktiver oder unvollständiger Account fälschlich als Verstoß gewertet wird.

Ich möchte nochmals betonen, dass alle von mir angegebenen Daten korrekt sind, die Verifizierung erfolgreich abgeschlossen wurde und ich den Bonus vollständig und regelkonform umgesetzt habe.

2. Zu Kontoschließungen in anderen Casinos:

Ich spiele auch bei anderen Curaçao-basierten Anbietern, insbesondere unter Dama N.V. und Hollycorn N.V.. In der Vergangenheit kam es dort in Einzelfällen zu Kontoschließungen – entweder durch mich (z. B. via Selbstausschluss), oder durch das Casino, meist mit dem Hinweis auf intensive Bonusnutzung.

Allerdings wurde ich nie wegen Mehrfachkonten oder Betrugsverdacht gesperrt. Ich habe bei allen Anbietern immer nur ein Konto geführt, keine Falschangaben gemacht und nie vorsätzlich gegen die AGB verstoßen.

Vielen Dank für Ihre Mühe und Ihre Unterstützung bei der Klärung. Bei Rückfragen stehe ich jederzeit gerne zur Verfügung.

Viele Grüße

Neptun

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Neptun07,

I wanted to inform you that we are in communication with the casino team regarding your case through emails. I am hopeful to share some positive updates with you shortly.

Hello Michal, thank you for the information and your efforts to stay in touch with the casino.

I really appreciate your support and look forward to hearing more.

Hallo Michal, vielen Dank für die Information und Ihre Bemühungen, mit dem Casino in Kontakt zu bleiben.

Ich weiß Ihre Unterstützung sehr zu schätzen und warte geduldig auf weitere Neuigkeiten.

Hello Michael,

I have now received the complete data disclosure from Belabet (several Excel files) and have carefully reviewed it.

All data contained herein refers exclusively to my current account as of July 2025.

.

There is no evidence of a previous account from 2024, as claimed by the casino.

If such an account had actually been created, it would also have had to be included in the data disclosure according to Article 15 GDPR.

Since this is not the case, I assume that either:

no other account exists, or

the casino does not disclose all data, which would be extremely problematic under data protection law.

I have fully and correctly wagered the bonus, entered my details correctly, and was successfully verified. The casino's reasoning still seems incomprehensible to me.

Upon request, I would be happy to forward you the Excel files I received or the original email from Belabet.

Thank you for your support and the time you took to review my case.

Best regards

Hallo Michal,

ich habe inzwischen die vollständige Datenauskunft von Belabet erhalten (mehrere Excel-Dateien) und sorgfältig geprüft.

Alle enthaltenen Daten beziehen sich ausschließlich auf mein aktuelles Konto von Juli 2025.

.

Es gibt keinerlei Hinweise auf ein früheres Konto aus dem Jahr 2024, wie vom Casino behauptet.

Wäre ein solches Konto tatsächlich erstellt worden, hätte es laut Artikel 15 DSGVO ebenfalls in der Datenauskunft enthalten sein müssen.

Da dies nicht der Fall ist, gehe ich davon aus, dass entweder:

kein weiteres Konto existiert, oder

das Casino nicht alle Daten offenlegt, was datenschutzrechtlich äußerst problematisch wäre.

Ich habe den Bonus vollständig und regelkonform umgesetzt, meine Daten korrekt angegeben und wurde erfolgreich verifiziert. Die Argumentation des Casinos erscheint für mich weiterhin nicht nachvollziehbar.

Gerne leite ich Ihnen auf Wunsch die erhaltenen Excel-Dateien bzw. die Original-Mail von Belabet weiter.

Vielen Dank für Ihre Unterstützung und die Zeit, die Sie sich für die Prüfung meines Falls nehmen.

Viele Grüße

Dear Neptun07,

Thank you very much for the information you provided earlier. We fully acknowledge and understand all the concerns raised by our players and are always ready to work on them in order to reach mutual understanding.

At this point, we would like to let you know that the final decision is very close. We have already sent the concluding resolution to Michal. Once everything is confirmed with him, we will come back to you with the official statement.

Thank you very much for your patience.

Dear Belabet Casino,

Thank you for your constructive collaboration in reaching an appropriate resolution to the matter.

Dear Neptun07,

I am pleased to hear that you have received the information concerning your account. As you may understand, not all details can be disclosed to you due to the presence of sensitive internal company data, which, in accordance with the casino's privacy policy, cannot be shared. Nevertheless, I am confident that you will value the updates that will be communicated soon by the casino team. Although the situation has proven to be more complex than initially anticipated, I am optimistic that we have reached a favourable resolution.

Dear Neptun07,

Thank you very much for your patience. After discussing with our team and Michal, we have decided that the portion of your winnings that was deducted will be paid out to you.

Please contact us at support@belabet.com so that we can provide you with the final amount and withdrawal conditions.

Once again, thank you for your time and feedback — it helps us and our casino to grow!

Hello Belabet Casino,

I just sent you a message using my alternative email address.

Hallo Belabet Casino,

ich habe ihnen soeben über meiner alternative Emailadresse eine Nachricht geschickt.

Dear Neptun07 and Michal,

I would like to thank you both for your contribution in this case.

Neptun07, thank you for your quick reaction and comments. The funds were successfully withdrawn on 05.09.2025.

Michal, thank you for your help in resolving this situation and for your support throughout the process.

Overall, I truly appreciate the effort from both of you. Every comment and action helps us improve our casino and provide a better experience for our players.

Hello Michael,

I would like to sincerely thank you and the entire Casino Guru team. The withdrawal of NOK 7,553 has now been successfully credited to my wallet. This concludes the case for me, and the complaint can be closed.

At the same time, I would like to take this opportunity to give the casino a note:

I would like to see Belabet communicate more openly and transparently with its customers in the future and treat players with respect from the very beginning. This would avoid misunderstandings and certainly strengthen trust in the casino.

Thank you again Michal for your support – without you this solution would certainly not have been possible.

Hallo Michal,

ich möchte mich herzlich bei Ihnen und dem gesamten Team von Casino Guru bedanken. Die Auszahlung in Höhe von 7.553 NOK ist inzwischen erfolgreich auf meinem Wallet eingegangen. Damit ist der Fall für mich abgeschlossen, und die Beschwerde kann gerne geschlossen werden.

Gleichzeitig möchte ich die Gelegenheit nutzen, dem Casino einen Hinweis mitzugeben:

Ich würde mir wünschen, dass Belabet in Zukunft offener und transparenter mit seinen Kunden kommuniziert und Spieler von Beginn an respektvoll behandelt. Das würde Missverständnisse vermeiden und sicher auch das Vertrauen in das Casino stärken.

Nochmals vielen Dank Michal für Ihre Unterstützung – ohne Sie wäre diese Lösung sicher nicht möglich gewesen.

Thank you all for your responses.  I am glad that our involvement played a role in resolving the situation. I value the constructive collaboration from both parties that facilitated a favourable outcome in this matter.

Dear Neptun07,

Thank you for your confirmation. I can agree with you that the casino support team could have handled the whole situation in a more user-friendly manner; however, I am glad that our involvement played a role in resolving the situation, and you have received the funds.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru