Betlabel Casino - La cuenta del jugador ha sido cerrada, solicita reembolso.

Greetings,

I am a self-excluded player from TechSolutions N.V and Kahnawake Gaming comission for a minimum period of 6 months, starting on the 10th of June 2025.

I spent 6 months trying to self-exclude myself from TechSolutions and 20bet, without success. During this time they offered me dozens of incentives to keep playing, including giving me "Vip status". This was an illegal tactic to maintain me as a problematic player, to keep me playing.

I went through their terrible Complaints procedure, that led nowhere, as they claimed, "We did everything right. The Company is not liable for any possible financial damage arising from the use of the website.."

Since they purposely and intentionally allowed me to play after multiple requests to close my account, on the 2nd of June 2025, I made a complaint at the Kahnawake gaming comission against Techsolutions N.V and 20bet casino, for failure to apply self-exclusion after multiple requests. The KGC proceeded to contact the Techsolutions Management to inquire about the situation. After exactly 8 days, on the 10th of June 2025, with the help of the Kahnawake gaming comission, Techsolutions admitted they had not acted correctly and finally self-excluded me from Techsolutions N.V casinos, including 20Bet and 22bet and Casinos under the Kahnawake License.

Fast forward a few days, somewhere between the 16th and 18th of June, I was targeted by Techsolutions N.V and received advertisement about this new casino, BetLabel. When I clicked the email, I started seeing advertisements about it everywhere.

This was a deliberate tactic that Techsolutions used, aimed to exploit and to get me into playing at their new casino, as they knew I had just self-excluded myself and apparently this is their only casino without the Kahnawake License. I was not even aware that BetLabel was from Techsolutions, as the portuguese website didnt include information about the license. Only after inquiring customer support, i was told the following "This website is managed and operated by TechSolutions (CY) Group Limited (reg.number HE 377018) with registered office located at Parthenonos 5, Flat 103, 2020, Nicosia, Cyprus as a Billing Agent and operated by TechSolutions Group N.V ..."

This was clearly targeted at me, in an attempt to get me to sign up and spend money as they knew I had a problem as I had just self-excluded.

Since the 1st or 2nd day of using the website, I requested to close my account. They offered me VIP instead of closing my account. Everything that they were deemed to have done wrong in my complaint against 20bet, that was upheld for me, they did it again. They finally self-excluded my account, after I made a complaint and requested a refund, but again, they have denied claiming they already closed my account.

As Techsolutions knew I was a self-excluded player and targeted me by advertising their new casino and purposely exacerbated by problem with gambling, I am requesting a Refund of my NET deposits since I created my account.

Best regards

Dear dudu999,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betlabel Casino.

I checked the list of permit holders on the Kahnawake Gambling Commission's website, and this particular casino appears among valid holders of the license.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain whether the casino group targeted an email used for registration in previous casinos of the group?
• Have you used accurate and complete personal information identical to that of the self-exclusion filed with the Kahnawake Gambling Commission?
• Is your account in the casino accessible, or has it been closed?
• Have you informed the casino about your gambling problems at any point since opening your account?
• Have you informed the Kahnawake Gambling Commission regarding the ongoing issue?
• Kindly send evidence of your claims to my email at tomas@casino.guru for review.

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

Hi Tomas,

I have also checked their license, and indeed they also have a Kahnawake License, I must have missed it at first when I checked. From what I gathered, this is a very new Techsolutions casino, with only 6-9months of activity.

Could you please explain whether the casino group targeted an email used for registration in previous casinos of the group?

I received the advertisement through the same email I use on every casino. Same email that was previously connected to 20bet and 22bet. I have now, hopefully, deleted and unsubscribed from all casino related emails. I have carefully deleted emails from 20bet, 22bet and betlabel to hopefully not receive Any further advertisement.

Have you used accurate and complete personal information identical to that of the self-exclusion filed with the Kahnawake Gambling Commission?

I have used exactly the same personal information, same email, same phone, same ID card, same full name and same deposit method (Skrill) with the same email attached.

Is your account in the casino accessible, or has it been closed?

My account is now closed, but my refund was denied. They were aware that i was an excluded player since the very least 2nd of June, date of my complaint against Techsolutions, and at the latest, 10th of june, the day Techsolutions self-excluded me according to my complaint with the KGC.

mmy registration at Betlabel came somewhere around the 19th or 20th, therefore I should never have been allowed to create my account. They somehow targeted me to the only new casino that I didn't have an account at, because I have previously had accounts at 20bet and 22bet, both owned and managed by Techsolutions. Both accounts are blocked, so I don't have access to them.

Have you informed the casino about your gambling problems at any point since opening your account?

I started to ask to close my account since the 1st day. I mentioned I was not happy with the casino, I claimed the games and the casino were not honest and that i was only losing and had already lost too much and couldn't afford to lose any more. After 3 or 4 days of asking daily to close my account, I finally asked to speak to an English operator, since the ones in Portuguese seem to not understand properly what they are being told, and I explained to him the situation, that i was a self-excluded player, and he asked me to confirm if my decision was really to stop playing and was because of my problem, to which I answered yes, and my account was closed a while after.

Also, the casino is aware of the fact I had just self-excluded myself, since I filed a complaint with the KGC and the Comission contacted Techsolutions Management in order to adress the issue. What were the odds, that I would be lured into playing in a casino of the exact same owner and Management of the previous one that got me self-excluded, just 15 days ago?

Have you informed the Kahnawake Gambling Commission regarding the ongoing issue?

I have not informed the KGC regarding the current issue, since at first I missed the fact that Betlabel was also certified by Kahnawake. They only claim a Curaçao license. Since I have now opened this complaint here, I will allow it to run its course before contacting the KGC.

Best regards

Hello,

I have tried to mediate my dispute with BetLabel, without any success. Kindly note, the 20Bet support and complaints team denied all my evidence, but ultimately after taking my complaint to KGC and bringing it up to Techsolutions Management, it was proved i had indeed requested multiple times to close my account and that i had a problem with gambling, and they eventually solved my complaint with the help of the gaming comission.

Techsolutions N.V knew i was a problematic gambler, and took advantage of the situation to exploit me and profit. I have tried to access my account to retrieve chat history, but i do not have access to my it anymore. I know I informed the chat agent in my 1st day of owning my account that I was losing too much and wanted my account closed. I self-excluded myself on the 10th of June, with the Kahnawake gaming comission and Techsolutions, betlabel was perfectly aware of my problem, and still targeted me to send advertisements, and exarcebate my problem. I asked Betlabel to escalate my complaint, but they also refuse, so i have no choice but to pursue my complaint here and if its still not solved, with the Kahnawake Gaming comission.

Betlabel and TechSolutions deliberately and purposely targeted me as an excluded player, less than 10 days after I had just self-excluded myself and lured me into spending additional large amounts of money, ignoring my Self-exclusion and my well being.

I received this response from their complaints team. It's the same answer given by the 20bet Complaints Team, that the Company carries no financial liability for anything. They just want to profit due to players problems and addictions, disregarding their health and well being.

This just proves that Techsolutions clearly targeted me as a self-excluded player. Their only claim is that I was aware that by playing at their website, I could lose money... but by being a self-excluded player, I can't properly control my actions regarding to gambling, thats why I self-excluded.

They also claimed that they are following their Terms of Service, but the Terms of service clearly state the following:

Betlabel ensures that self-excluded or involuntarily excluded persons do not receive targeted mailings, telemarketing promotions, player club materials or other promotional materials relative to gaming activities on its website.

During the self-exclusion period, you must not attempt to open a new Account and you must accept that the Company shall have no financial liability and shall not be held otherwise accountable if you continue gambling or using a new Account with the Service under a different name or address.

They breached their Terms by targeting me, an excluded player and sending targeted mailings about BetLabel and incentivating me to play.

I have also used the exact same details that I used to get self-excluded, including the same name, adress, email and personal information, but Betlabel decided to ignore since their goal since the beggining was to profit large amounts of money due to the players problems.

Thanks for your patience.

We believe it matters which self-exclusion option you chose to adopt in the past.

If you went and registered for the self-exclusion scheme of the Kahnawake license, and the casino didn't take that registration into account, you should file a complaint directly with the Kahnawake licensor, as there are mechanisms managed by a third party, KGC.

If you self-excluded from 20bet casino directly, it matters what the casino (or the operator) promised you regarding your player protection status.

The default protection covers only your person in a specific casino.

If the online casino or the operator promised protection from further websites, to confront the casino, we would require evidence of this to proceed.

Looking forward to your reply.

Hello,

The fact that I had just self-excluded myself, and Techsolutions N.V targeted me in order to exploit me, just shows how bad this operator is. They only care about profits. I am already blocked from 20bet and 22bet, so they targeted and invited me to the only casino I could still play. You could see that I self-excluded for a period of 6 months, since that was the minimum allowed.

If for some reason, i had won thousands, they would surely block me claiming they made the mistake of not enforcing the self-exclusion.

If I offer Drugs to a drug addict, knowing he is an addict, am I not at fault?

They clearly knew what they were doing, and I hoped casino Guru would be able to help, as if they didn't resolve the complaint and owned up to the mistake, they would at least get their rating reduced.

Since it doesn't seem possible to achieve any progress here, I have lodged a complaint with the KGC.

You may reject this complaint if you'd like.

Thank you for the help anyways.

Thanks for your reply.

I believe you filing a complaint with the regulator is a step in the right direction. From our point of view, we might only assist you in the circumstances I outlined above.

I hope your efforts will be fruitful.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.