Betlabel Casino - アカウント制限によりプレイヤーの出金が遅れています。

Hello, my account was restricted with a request to submit my identification documents. I complied with this request. I'm not receiving any responses from support and they won't let me withdraw my balance of €506. I hope you can help me.

Guten Tag, mein Konto wurde eingeschränkt mit der Bitte meine Ausweisdokumente einzuschicken. Ich bin dieser Bitte nachgekommen. Ich erhalte keine Antworten vom Support und man lässt mich mein Guthaben in Höhe von 506 Euro nicht auszahlen. Ich hoffe sie können mir weiterhelfen

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 Hilfesuchender,

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Could you please provide the exact date of your initial verification request?
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Hello, I played both sports betting and live casino games. I didn't win anything with a bonus. The inquiry is from November 2nd. I can gladly upload the email history for you…

Guten Tag , ich habe sowohl Sportwetten als auch Livecasino gespielt. Ich habe keinerlei Gewinne mit einem Bonus erzielt. Die Anfrage ist vom 2 November. Ich kann ihnen gerne den Emailverlauf hochladen…

Dear Hilfesuchender,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello, I just forwarded the emails to your email address! Regards

Guten Tag, ich habe ihnen gerade die Mails auf ihre Mail zukommen lassen! Mfg

Unfortunately, nothing has happened to this day. My request seems to be ignored!

Leider ist bis heute immer noch nichts passiert. Meine Anfrage wird scheinbar ignoriert!

Dear Hilfesuchender

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,

Katarina

Hello Hilfesuchender,

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 Betlabel Casino to join the conversation.

Dear Betlabel Casino,

Could you please provide clarification on why the player is not able to withdraw their winnings? The player has reached out to you regarding this matter on multiple occasions, so I would like to understand why this was not appropriately addressed.

If there are any details or factors affecting this case that are not suitable for public disclosure, please feel free to share them with me directly at michal.k@casino.guru

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

Dear Hilfesuchender,

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,

Michal

Casino Guru