Betlabel Casino - La solicitud de cierre de cuenta del jugador se ha retrasado.

I've been trying to contact their "block" support by email for a week now to close my account due to addiction.

THEY NEVER ANSWERED ME.

I'm trying in every way at all their addresses, in the meantime unfortunately I've played other sums.

The site's chat is useless, it says they will do their best to respond, all of this is unacceptable.

I don't know what to do anymore, tell me.

È ormai una settimana che provo a contattare per email la loro assistenza "block" per chiudere l'account per dipendenza.

NON MI HANNO MAI RISPOSTO.

Sto provando in tutti i modi a tutti i loro indirizzi, nel frattempo purtroppo ho giocato altre somme.

La chat del sito non serve a niente dice che faranno il possibile per rispondere, tutto questo è inammissibile.

Non so più cosa fare, ditemi voi.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Betlabel Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Good morning Attila and thank you for assisting me.

I answer your questions.

I've been playing at this casino for a few months and have made large deposits and some withdrawals, and no one has ever asked me for verification.

After 1 week from my request to close my account they replied to me (perhaps after yet another email where I said that I would report the case here on Casinoguru).

Asking me for my documents to close the account.

I have forwarded both emails and their history to the address you provided.

I don't intend to send any documents, I want to close my account as they opened it, played a lot and no one asked for any documents.

At this point I don't trust sending my data to a site that behaves like this where I insisted on closing as soon as possible both by email and in chat (completely useless they don't answer any questions other than apologizing).

I'm sorry because on many other sites where I needed it, the option to close was very quick because responsible gaming is an important topic and everyone takes it seriously in my experience.

Unfortunately, they brought me here to play for other important figures, waiting all this time and we still haven't solved it.

If you need anything else, I'm available.

Thanks again

Buongiorno Attila e grazie per assistermi.

Rispondo alle tue domande.

Gioco in questo casino da qualche mese ed ho effettuato depositi importanti ed alcuni prelievi, nessuno mi ha mai richiesto nessuna verifica.

Dopo 1 settimana dalla mia richiesta di chiusura dell'account mi hanno risposto (forse dopo l'ennesima mail dove dicevo che avrei riportato il caso qui su Casinoguru).

Chiedendomi i miei documenti per chiudere l'account.

Ti ho inoltrato tutte e due le mail e il suo storico all'indirizzo che mi hai indicato.

Io non intendo inviare nessun documento, voglio chiudere il mio account così come lo hanno aperto, giocato tanto e nessuno ha chiesto nessun documento.

A questo punto non mi fido ad inviare i miei dati ad un sito che si comporta così dove ho insistito per chiudere il prima possibile sia per email che in chat (completamente inutile non rispondono a nessuna domanda se non scusarsi) .

Mi dispiace perché in molti altri siti dove ne ho avuto bisogno la possibilità di chiudere è stata velocissima in quanto il gioco responsabile è un argomento importante è tutti lo prendono seriamente per mia esperienza.

Qui mi hanno portato a giocare altre cifre importanti purtroppo, aspettando tutto questo tempo ed ancora non abbiamo risolto.

Se ti serve altro sono a disposizione.

Grazie ancora

I also specify that several days have passed since my request.

First they asked me to confirm my email address on the website to continue with the request, then a few more days passed and I forwarded the response to you by email.

I've played €1170 since I activated my email (was there a need now? After having played so much money?)

I'm asking for a refund after submitting an account closure and no one has responded for days.

I am attaching the deposits made after the email

Specifico anche che sono passati altri giorni dalla mia richiesta.

Prima hanno chiesto di confermare la mia mail nel sito per continuare con la richiesta poi sono passati altri giorni e la risposta te l'ho inoltrata per mail.

Io ho giocato 1170€ da quando ho attivato la mail (c'era bisogno ora? Dopo aver giocato moltissimi soldi?)

Chiedo il rimborso avendo sottoposto la chiusura dell'account e nessuno ha risposto per giorni interi.

Ti allego i depositi effettuati dopo la mail

And unfortunately I played again.... I CAN'T CLOSE THIS SITE!!!!!!!!

E purtroppo ho giocato ancora.... NON RIESCO A CHIUDERE QUESTO SITO!!!!!!!!

Thank you for your response. After reviewing the information provided, I was unable to find any communication where you mentioned gambling-related issues to the casino. Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

To proceed with your case, could you please provide your original self-exclusion request? Additionally, I would like to confirm whether you have contacted the casino using the same email address that you registered with. Thank you for your understanding. I look forward to your reply.

Unfortunately, I realized I was wrong to not specify any gambling problems; I simply asked for closure.

No problem recovering the losses, they're gone now.

The important thing is to close the account as soon as possible.

Anyway, I use the same email.

They insist that they want the documents to close the account.

Purtroppo mi sono reso conto di aver sbagliato a non specificare dei problemi di gioco d'azzardo, ho solo chiesto la chiusura.

Nessun problema per riprendere le perdite, ormai sono andate.

L'importante è chiudere il conto il prima possibile.

Comunque, si uso la stessa mail.

Loro insistono che vogliono i documenti per chiudere l'account

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, Igor (igor.p@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,

Attila

I thank you.

I would like to inform you that today, 8 days after I sent yet another email with you in copy, they closed the account.

Now, what I would like to know is if there is the possibility of requesting a refund since I played in the last few days when they didn't respond.

I would also like to point out that the closure request was made almost a month ago, but the specific request for closure due to dependency is from 8 days ago.

I await your response as to whether I should request a refund or close the case.

Thank you

Ti ringrazio.

Informo che oggi dopo 8 giorni da quando ho nuovamente inviato l'ennesima mail con te in copia hanno chiuso l'account.

Ora, quello che vorrei capire se c'è la possibilità di chiedere eventuali rimborsi dato che negli ultimi giorni dove non avevano risposto ho giocato.

Ci tengo inoltre a specificare che la richiesta di chiusura era di quasi un mese fa, ma la richiesta specifica di chiusura per dipendenza è di 8 giorni fa.

Attendo vostre se è il caso di chiedere un rimborso o chiudere il caso.

Grazie

Dear Marcga,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Betlabel Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Betlabel Casino representative to join this conversation and participate in resolving this complaint.

Dear Betlabel Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hi Igor and thank you.

I have forwarded all emails exchanged with the casino to your email address.

Ciao Igor e grazie.

Ho provveduto a inoltrare al tuo indirizzo mail tutte le mail scambiate con il casino

Dear Marcga,

We have additionally reviewed the history of your requests and how they were handled.

Your request was received by email and processed within the general support queue. The processing time was affected by several factors: multiple follow-up messages were sent within the same email thread, which caused the request to be updated in the queue, and the wording used in Italian to describe gambling addiction was not recognized at that time by the automated filter used to prioritize such cases.

Once the request was reviewed by the relevant specialist on August 14, access to the account was restricted.

Following our internal review, the list of Italian-language terms used by the automated filters has been updated to improve the handling of similar requests in the future.

We sincerely regret that this request took longer to process than it should have.

Ok, I'm happy for the future management that has been improved.

But how do we settle my case? Given that I continued to file after the request was ignored due to what you wrote above?

Ok, sono contento per le gestioni future che sono state migliorate.

Però, come ci accordiamo per il mio caso? Dato che ho continuato a depositare dopo la richiesta che era stata ignorata a causa di quanto avete scritto sopra?

Dear Betlabel Casino,

Thank you for acknowledging the delayed handling of the player’s gambling-addiction request. To determine the remaining financial issue, please provide the complete account transaction history from 9 August 2026 until the account was restricted, with the exact timestamp.

You can either send me an email (igor.p@casino.guru) or post it in this conversation as an attachment. Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

Dear Igor,

Please note that we are not permitted to provide the player’s financial information directly to third parties.

The player can obtain the requested account statement independently. To do so, they need to contact our AML team by email aml@techsolutions.group, complete the required verification, and then request the relevant document.

Once issued, the player can provide the statement to you directly for further review.

I requested the bank statement from the email address provided.

Please note that I can provide a list of payments made via both paysafecard and cashlib if you wish.

@igor if it's sufficient I'll provide it while waiting for their response

Ho provveduto a richiedere all'indirizzo mail indicato l'estratto conto.

Si prega comunque di notare che volendo io posso fornire una lista dei pagamenti effettuati sia tramite paysafecard che cashlib.

@igor se è sufficiente la fornisco in attesa della risposta da parte loro

Deposit transactions made since 10/08/2026 are €2,950 with a withdrawal of €497 made on August 14th.

Le transazioni di deposito effettuate dal 10/08/2026 sono di €2.950 con un prelievo di €497 effettuato in data 14 agosto.

Dear Marcga,

To determine the correct disputed amount without any doubt, it would be best to wait for the official document from the casino.

Please let me know once you have obtained this document and send it to me at igor.p@casino.guru.

Ok, then we wait for their response

Ok, allora attendiamo la loro risposta

Dear Marcga,

Could you please let me know whether you have received the requested transaction statement from the casino? If so, please forward it to me so I can review it.

Thank you.

Hi Igor,

No, I received an email from BetLabel that I forwarded to you.

But still no response regarding the bank statement.

Ciao Igor,

no, ho ricevuto una mail da betlabel che ti ho inoltrato.

Ma ancora nessuna risposta per quanto riguarda l'estratto conto.

Dear Marcga,

In the previous casino reply, they advised you to send a request regarding your financial history to aml@techsolutions.group.

Did you send an email to this address? I can see that the email you are referring to was received from block@betlabel.com.

Thank you for your clarification.

Hi Igor,

Yes I sent the email to aml@techsolutions.group both in Italian and English, I'll forward it to you.

I've already forwarded you the other email I'm referring to and copied you in the reply.

Unfortunately, no one's answering. Do you think I should send a reminder? Or would you prefer to do it yourself?

Thank you

Ciao Igor,

Si ho inviato la mail a aml@techsolutions.group sia in italiano che in Inglese, te la inoltro.

L'altra mail a cui mi riferisco te la ho già inoltrata e messo in copia nella risposta.

Purtroppo, non risponde nessuno, dici che è il caso che mandi un sollecito? O preferisci farlo tu?

Grazie

Dear Betlabel Casino,

I have received an email from the player showing their request from 21 August, sent to aml@techsolutions.group.

Could you please check whether you have received this email and possibly reply to the player’s request?

Thank you in advance for your cooperation.

Seven days and they still haven't responded to an email. That's just their way of working, my compliments.

Do you still have an excuse that your automatic filter didn't work?

7 giorni e ancora non hanno risposto ad una mail. È il loro modo di lavorare, complimenti veramente.

Anche ora avete una scusa che il vostro filtro automatico non ha funzionato?

Dear Marcga,

Please note that our colleagues process all requests in the order they receive them.

Kindly allow some additional time and wait for their response. You will be contacted as soon as your request has been reviewed.

Dear Betlabel Casino,

Thank you for your response and for informing us that you are looking into this request.

Please reply when there is any update regarding this case.

They just replied that they need my documents, I just sent them to them.

Let's hope it doesn't take another 10 days to get an answer.

Mi hanno appena risposto che hanno bisogno dei miei documenti, glieli ho appena inviati.

Speriamo non passino altri 10 giorni per avere una risposta

Dear Marcga,

Verification is a standard security step, and we may ask for additional information or documents depending on the case.

Please continue cooperating with the relevant team and provide the requested information so we can complete the process.

Thank you for your patience and cooperation.

Dear Marcga,

The casino is asking for further documents in order to proceed with your request.

Please let us know once you have provided them.

Hi Igor, what further documentation?

They didn't ask me for anything else other than the documents requested and sent on August 31st.

What documents are you talking about?

Ciao Igor, quale ulteriore documentazione??

A me non hanno richiesto altro se non i documenti richiesti ed inviati il 31 agosto.

Di quali documenti stai parlando?

Dear Betlabel Casino,

Could you please specify what kind of document or information is now required from the player?

Don't worry Igor, I emailed their department.

More than a week/10 days always pass between an email and their response.

I repeat, it shows the seriousness of the mess.

Not even in 1990, when paper letters were available, did it take this long to reply. It's simply called seriousness.

I hope you will take note of this once this matter is concluded and evaluate this mess so that other people can see and understand.

Tranquillo Igor, ho sollecitato io per mail al loro reparto.

tra una mail e una loro risposta passano sempre oltre una settimana / 10 giorni.

Ripeto, fa capire la serietà del casino.

Neanche nel 1990 quando c'erano le lettere cartacee ci voleva tutto questo tempo per rispondere. Si chiama semplicemente, serietà.

Spero che ne terrete atto una volta conclusa la questione per valutare questo casino in modo che altre persone possano vedere e capire.

8 days and still no one has responded to my email where I sent the documents requested to get the bank statement in the email you sent: aml@techsolutions.group

You admitted YOUR MISTAKE and you don't even respond????

I'm also waiting for Igor's opinion, but I would like to report the issue to the two bodies that issued their licenses, Kahnawake (Kahnawake Gaming Commission) and Curaçao (Curaçao Gaming Authority).

You tell me Igor, then I'll wait a few days and proceed with the reports.

Furthermore, Igor, I forwarded you an email from Betlabel, who, for some reason, want to take all the blame off themselves. I remember having all the screenshots, sorry for you Betlabel.

8 giorni e ancora nessuno ha risposto alla mia mia mail dove inviavo i documenti richiesti per avere l'estratto conto nella mail da voi comunicata: aml@techsolutions.group

Avete ammesso un ERRORE VOSTRO e non rispondete nemmeno????

Attendo anche il parere di Igor, ma io sarei per segnalare la questione ai due enti che hanno rilasciato le loro licenze Kahnawake (Kahnawake Gaming Commission) e Curaçao (Curaçao Gaming Authority).

Dimmi tu Igor, poi attendo qualche giorno e procedo con le segnalazioni.

Oltretutto Igor ti ho inoltrato una mail di Betlabel che non so per quale motivo vogliono togliersi tutte le colpe, ricordo che ho tutti gli screenshot, mi dispiace per voi Betlabel.

Since no one from the casino responded here or by email, I reported the issue to the Kahnawake Gaming Commission and the Curaçao Gaming Authority.

I hope they show more seriousness than techsolutions who simply IGNORES the people who write to them.

I've tried to work with everyone without having to come to this, but the worst thing is not responding, ignoring, and making fun of people.

I will update you as soon as the licensing bodies respond.

Considerato che nessuno da parte del casino ha risposto ne qui ne per mail ho provveduto a segnalare a Kahnawake Gaming Commission e Curaçao Gaming Authority la questione .

Spero che loro dimostrino più serietà rispetto a techsolutions che semplicemente IGNORA le persone che gli scrivono.

Ho cercato di collaborare con tutti senza dover arrivare a questo ma la cosa peggiore che esiste è non rispondere, ignorare e prendere in giro le persone.

Vi aggiorno non appena gli enti erogatori di licenza risponderanno

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.

Hi Igor, they just sent me the statement with the deposits.

I emailed it to you. Let me know what we need to do next. Thanks.

Ciao Igor, mi hanno appena mandato l'estratto conto con i depositi.

Te l'ho inviato per mail, fammi sapere cosa dobbiamo fare ora. Grazie

Dear Betlabel Casino,

As you have acknowledged that the player’s request should have been handled sooner, I believe the account should have been restricted earlier following his gambling-addiction disclosure.

After reviewing the supplied deposit and withdrawal history, the player appears eligible for a refund of €702. We consider this a reasonable resolution of the complaint.

Could you please confirm whether you also consider this a fair resolution and would be willing to proceed with the refund?

Thank you in advance for your response.

Dear Marcga,

We understand that it may take some time for the casino to process a self-exclusion request. Additionally, your initial request was sent on a Sunday, which may have further delayed the process.

Therefore, after a thorough review of the deposits, withdrawals, and relevant timeline, we have determined that this is a fair resolution. Thank you for your understanding.

All right, Igor! Thanks a lot, we're waiting for the casino's response.

Va bene Igor! Grazie mille, attendiamo la risposta del casinò.