Betlabel Casino - El retiro del jugador se ha retrasado debido a problemas con la cuenta.

Hello,

I am filing a complaint against Betlabel casino because they have been holding my funds in the amount of 350 EUR for two weeks and refusing to verify my account.

My problem is that I unknowingly created an account in the past that I no longer use. Now I have a new account with a balance of 350 EUR. However, the casino refuses to verify my phone number because the system still registers it under the old, original account.

I have been trying to resolve this issue with support for over 14 days without success. On live chat, the operators keep hitting me with the same automated responses and claiming that they have escalated the case to specialists ("block experts"). However, no progress is being made and the casino is just ignoring me and giving me the same type of responses.

I want the casino to permanently delete or deactivate my old account, release my phone number for my current new account, and allow me to complete phone number verification so I can make a withdrawal.

I am attaching evidence of communication with their support.

Thank you to the Casino Guru team for helping us resolve this situation.

Dobrý deň,

podávam sťažnosť na kasíno Betlabel, pretože mi už dva týždne zadržiava moje finančné prostriedky vo výške 350 EUR a odmieta mi overiť účet.

Môj problém spočíva v tom, že som si v minulosti nevedomky vytvoril účet, ktorý už nepoužívam. Teraz mám nové konto, na ktorom mám zostatok 350 EUR. Kasíno mi však odmieta overiť moje telefónne číslo, pretože systém ho stále eviduje pod tým starým, pôvodným účtom.

Tento problém sa s podporou snažím neúspešne vyriešiť už viac ako 14 dní. Na live chate ma operátori neustále odbíjajú tými istými automatickými odpoveďami a tvrdia, že prípad posunuli špecialistom („block experts"). Žiadny posun sa však nedeje a zo strany kasína prebieha len čistá ignorácia a odpovede rovnakého typu.

Chcem, aby kasíno môj starý účet definitívne zmazalo alebo deaktivovalo, uvoľnilo moje telefónne číslo pre môj aktuálny nový účet a umožnilo mi dokončiť overenie telefónneho čísla , aby som mohol uskutočniť výber.

V prílohe posielam dôkazy o komunikácii s ich podporou.

Ďakujem tímu Casino Guru za pomoc pri riešení tejto situácie.

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Stay safe.

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.

• When exactly did you create your first account at this casino, and when was the last time you accessed this account?
• Did you activate any bonuses on your original account, and did you make any deposits or withdrawals from it?
• Was your original account fully verified?
• Which registration method did you use to create each of your two accounts?
• Did you activate any bonuses on your second account?

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

Hello. My original account was created around January of this year and was later deleted, but I know that my phone number is still registered in the system. I subsequently created a new account in August. For both accounts, I used the standard phone number and email registration method.

Regarding finances and verification, my original account was fully verified and I uploaded my ID card to them via email communication. I also made deposits from it, but I did not activate or receive any bonuses. I did not use any bonuses on my second account either.

Thank you

Dobrý deň .Môj pôvodný účet bol založený približne v januári tohto roka a neskôr bol zmazaný, no viem, že v systéme stále eviduje moje telefónne číslo. Nový účet som si následne vytvoril v auguste. Pri oboch účtoch som ako metódu registrácie použil štandardný postup cez telefónne číslo a e-mail.

Čo sa týka financií a overenia, môj pôvodný účet bol plne overený a nahrával som im svoj občiansky preukaz cez email komunikáciu. Uskutočnil som z neho aj vklady, avšak neaktivoval ani neprijal som žiadne bonusy. Žiadne bonusy som nevyužil ani na svojom druhom účte.

Ďakujem

Dear Mnfdsaghj1900

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Mnfdsaghj1900,

My name is Michal, and I have taken over this complaint. I have reviewed your case and would like to bring to your attention that it is an industry-standard practice for each individual to open and maintain only one account with a particular casino. Creating duplicate or multiple accounts without the casino’s explicit prior permission is considered a serious violation of the Terms and Conditions by essentially all online casinos.

I will contact the casino to obtain further clarification regarding the circumstances of this case and determine how I may be able to assist.

I would now like to invite the Betlabel Casino team to join the conversation.

Dear Betlabel Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused, and clarify how this could have provided the player any unfair advantage. While two accounts may indeed have been created, only one account appears to have been actively used.

Should there be any additional circumstances or factors affecting this matter, please forward them to me via email at michal.k@casino.guru for an independent review.

Thank you in advance.

Dear Mnfdsaghj1900,

We’re sorry to hear that you have experienced difficulties with your account.

To proceed with the account unlocking process and the withdrawal of your remaining funds, please contact our dedicated team at block@betlabel.com.

Our colleagues will review your case and provide you with the necessary instructions.

Thank you for your patience and cooperation.

Good day. I sent them an email but no response. They are not handling it at all.

Thank you

Dobry den. Odoslal som im email ale ziadna odozva. Vobec to neriesia.

Dakujem