Betlabel Casino - Los retiros de los jugadores se retrasan.

I initiated two withdrawals – one for €1,500 and another for €1,000. Both withdrawals were processed on the same day.

On the same day, I also received information from my bank that transactions from this provider could not be accepted. The withdrawals were therefore rejected by my bank and the money was never credited to my account.

To date, the amount has not been refunded to my player account. According to your support, the refund can take up to four weeks. However, I cannot understand this explanation, as the bank never accepted the payments and the funds therefore never arrived in my account.

Unfortunately, my inquiries only receive standard replies asking me to be patient. This is making me increasingly uneasy.

Ich habe zwei Auszahlungen veranlasst – eine über 1.500 € und eine weitere über 1.000 €. Beide Auszahlungen wurden noch am selben Tag bearbeitet.

Ebenfalls am gleichen Tag erhielt ich von meiner Bank die Information, dass Transaktionen dieses Anbieters nicht angenommen werden können. Die Auszahlungen wurden daher von meiner Bank abgelehnt und das Geld wurde nie auf meinem Konto gutgeschrieben.

Bis heute wurde der Betrag jedoch nicht meinem Spielerkonto zurückgebucht. Laut Ihrem Support kann die Rückbuchung bis zu vier Wochen dauern. Diese Erklärung kann ich jedoch nicht nachvollziehen, da die Bank die Zahlungen nie angenommen hat und die Beträge somit nicht auf meinem Konto eingegangen sind.

Leider erhalte ich auf meine Nachfragen ausschließlich Standardantworten mit der Bitte, mich zu gedulden. Das verunsichert mich zunehmend.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Musty,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Can you provide any reference numbers or details of your withdrawal requests?
• Have you contacted your bank to inquire about the rejection of the transactions?

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

Hello Musty,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Then we might as well forget it, my money has been missing for 3 weeks now and I thought you could help me faster.

Dann können wir es gleich sein lassen, mein Geld ist jetzt schon seit 3 Wochen verschwunden und ich dachte dass Ihr mir schneller helfen könnt.

14 days without decent answers, you're all just as great.

14 tage ohne gescheide antworten ihr seid genauso toll

Hello,

Apologies for the delayed reply, and thank you for your patience.

If you would still like to proceed with your complaint, could you please let me know whether the withdrawn funds have been returned to your casino account, or if they are still missing entirely?

Also, have you received any updates from the casino's customer support regarding your withdrawals? In particular, have they confirmed whether the funds have been returned to them by the payment provider, or are they still advising you to wait?

Thank you in advance for your reply.

Best regards,

Attila

Hello, no, the funds still haven't been credited, even though it's been over four weeks now. I keep getting the same response: it's being processed and I should be patient. And no, I'm not getting any useful information.

Hallo, nein die Gelder wurden immernoch nicht gutgeschrieben obwohl es jetzt schon über 4 wochen ist. Jetzt kriege ich die ganze zeit die Antwort dass es in bearbeitung ist und ich mich gedulden soll. Und nein ich bekomme keinerlei wertvolle Infos.

My question to you is, have you contacted betlabel and received a response yet, or how does that work?

Meine Frage an Sie, haben Sie betlabel kontaktiert und auch schon ein Antwort erhalten oder wie läuft das ab?

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, Mirka (miroslava.d@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

Dear Musty,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betlabel Casino representative to join this conversation.

Dear Betlabel Casino,

Could you please provide clarification regarding this case? Is there something, that can be done to speed up the withdrawal process?

Thank you in advance.

The scam continues. First, I was told a specialist was handling it and I should track the status via the payment requests. Initially, it said "Processing." Now, after several days, the status has changed, and I'm suddenly being told to contact support.

Die Verarsche geht weiter. Zuerst hieß es, ein Spezialist kümmert sich darum und ich solle den Status über die Zahlungsanfragen verfolgen. Dort stand zunächst „In Bearbeitung". Jetzt, nach mehreren Tagen, hat sich der Status geändert und ich soll plötzlich den Support kontaktieren.

Five weeks have now passed without a solution.

Es sind nun 5 Wochen vergangen ohne Lösung.

Inpay's response: However, we can confirm that the company is already in contact with us regarding the two transactions. We are treating this case as a priority and have informed the company of our options to ensure a swift resolution.

Betlabel was informed about the possibilities, so why is nothing happening and why am I not getting any such answers from Betlabel? 😂

die Antwort von Inpay : Wir können jedoch bestätigen, dass das Unternehmen bezüglich der beiden Transaktionen bereits mit uns in Kontakt steht. Wir behandeln diesen Fall mit Priorität und haben das Unternehmen über unsere Möglichkeiten informiert, um eine zügige Klärung sicherzustellen.

Betlabel wurde über möglichkeiten Informiert warum passiert nichts und warum kriege ich von Betlabel keine solche antworten😂

Dear Musty,

We sincerely apologize for the prolonged wait and fully understand the frustration this delay has caused.

The matter is still being handled through the relevant payment channel. At this stage, we kindly ask you to wait for further updates while the responsible specialists complete the process.

As soon as we receive any confirmed information, we will share it here without delay.

Thank you for your continued patience and understanding.

Dear Betlabel Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide steps leading to the resolution of the complaint at your earliest convenience. Thank you for your attention to this matter.

We are extending the timer by 7 days. If the casino fails to provide sufficient cooperation in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Mirka, thank you for your effort, but you can see what kind of answer you get after 5 weeks.

They had enough time to give an honest answer. Extending the deadline won't change anything.

Hallo Mirka, ich danke für deine Mühe aber da sieht mann ja was nach 5 Wochen als Antwort kommt.

Die hatten genug Zeit um eine ehrliche Antwort zu geben. Die Fristverlängerung wird auch nichts an der Sache ändern.

Betlabel still hasn't responded.

von betlabel gibt es immernoch keine antwort.

Dear Musty,

We are pleased to confirm that the €1,000 transaction has been successfully returned. We are still awaiting the return of the second €1,500 transaction and will provide an update once it is confirmed.

Hello, yes, the first booking of €1000 has been credited, but why is the second transaction still open? Both were made on the same day.

I even paid out the €1500 first back then.

Hallo, ja die erste buchung über 1000€ wurde gutgeschrieben aber warum ist die zweite Transaktion noch offen? Diese wurden beide am gleichen Tag getätigt.

Die 1500€ habe ich damals sogar zuerst ausgezahlt.

Hello Betlabel Team, I don't understand this and nothing is being explained to me again.

Why is only one amount being credited and the other not, even though they're from the same day? Surely Inpay hasn't only found that one payment. What's the problem now?

Hallo Betlabel Team, ich verstehe das nicht und mir wird wieder nichts erklärt.

Wieso wird jetzt nur ein Betrag gutgeschrieben und das andere nicht obwohl diese vom gleichen Tag sind? Es kann doch nicht sein dass Inpay jetzt nur die eine Zahlung gefunden hat. Was ist denn schon wieder das Problem??

Dear Musty,

We understand your concern. The second transaction is still being reviewed through the relevant payment channel, and the case remains under investigation.

Please allow some additional time for the process to be completed. We will provide an update as soon as we receive confirmed information.

Dear Betlabel Casino,

Thank you for the confirmation of the first payment. Please notify us about any update regarding the remaining one.

I don't understand it, but I hope it gets sorted out quickly.

Also ich verstehe es nicht, aber hoffe dass es schnell erledigt ist.

Hello, another four days have passed, and the second payment is still pending, even though both withdrawals were made on the same day. Neither Inpay nor Betlabel has provided an explanation as to why.

Hallo, es sind wieder 4 Tage vergangen, die 2.Zahlung ist immernoch offen, obwohl beide Auszahlungen am gleichen Tag getätigt wurden. Keine erklärung von Inpay und keine von Betlabel woran es liegt.

Dear Musty,

We are pleased to confirm that the €1,500 transaction has now been successfully returned. The matter has therefore been fully resolved.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Musty,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka