Betlabel Casino - Igrač se suočava sa kašnjenjima u povlačenju i verifikaciji.

I wish to file a complaint against BetLabel due to significant delays and obstacles in the verification process, as well as problems regarding my deposits and access to my account.

Timeline:

On April 28, 2026, I made a deposit of €1,500 into my BetLabel account.

On April 29, 2026, I submitted all the requested documents for KYC verification.

I received no feedback for an extended period of time.

Therefore, I sent reminders on May 7, 2026, and again on May 12, 2026.

On May 6, 2026, I deposited an additional €3,000.

Despite deposits totaling €4,500, I was unable to use or withdraw my balance because the verification of my account has not been completed to this day.

On May 13, 2026, BetLabel finally requested further documents, in particular a bank statement in PDF format. I submitted this immediately after the request.

However, after submitting the documents, I repeatedly received only general replies stating that the documents were "insufficient" or "unacceptable," without any specific explanation of what exactly was wrong with the documents.

I have submitted the following documents:

my identity card (front and back),

Passport photos,

Bank statements in PDF format,

as well as evidence of the transactions.

Nevertheless, BetLabel continued to delay the verification process without giving specific reasons or clear instructions.

Additionally, my deposit of €1,500 on April 28, 2026 was temporarily not displayed correctly in my account balance, which caused additional concerns.

I believe the verification process was unnecessarily delayed and I was treated unfairly. Therefore, I request:

The immediate completion of account verification,

Full access to my deposited funds,

Clarification regarding the missing or delayed processing of the deposit,

A clear explanation of which documents are allegedly insufficient and why.

Upon request, I can provide screenshots, emails, proof of payment, and all communication with the casino.

Ich möchte eine Beschwerde gegen BetLabel einreichen aufgrund erheblicher Verzögerungen und Behinderungen im Verifizierungsprozess sowie Problemen bezüglich meiner Einzahlungen und des Zugangs zu meinem Konto.

Zeitlicher Ablauf:

Am 28.04.2026 habe ich eine Einzahlung in Höhe von 1.500 € auf mein BetLabel-Konto vorgenommen.

Am 29.04.2026 habe ich alle angeforderten Dokumente zur KYC-Verifizierung eingereicht.

Über einen längeren Zeitraum erhielt ich keinerlei Rückmeldung.

Daher habe ich am 07.05.2026 sowie erneut am 12.05.2026 Erinnerungen geschickt.

Am 06.05.2026 habe ich zusätzlich weitere 3.000 € eingezahlt.

Trotz Einzahlungen in Gesamthöhe von 4.500 € konnte ich mein Guthaben weder nutzen noch auszahlen, da die Verifizierung meines Kontos bis heute nicht abgeschlossen wurde.

Am 13.05.2026 forderte BetLabel schließlich weitere Dokumente an, insbesondere einen Kontoauszug im PDF-Format. Diesen habe ich unmittelbar nach der Anfrage eingereicht.

Nach Übersendung der Dokumente erhielt ich jedoch wiederholt lediglich allgemeine Antworten, dass die Unterlagen „nicht ausreichend" oder „nicht akzeptabel" seien, ohne dass konkret erklärt wurde, was genau an den Dokumenten beanstandet wird.

Ich habe folgende Unterlagen eingereicht:

meinen Personalausweis (Vorder- und Rückseite),

Passfotos,

Kontoauszüge im PDF-Format,

sowie Nachweise über die Transaktionen.

Dennoch verzögerte BetLabel den Verifizierungsprozess weiterhin, ohne konkrete Gründe oder klare Anweisungen zu nennen.

Zusätzlich wurde meine Einzahlung über 1.500 € vom 28.04.2026 zeitweise nicht korrekt in meinem Kontostand angezeigt, was zusätzliche Bedenken ausgelöst hat.

Ich bin der Ansicht, dass der Verifizierungsprozess unnötig verzögert und unfair behandelt wurde. Daher bitte ich um:

Die sofortige Abschluss der Kontoverifizierung,

Vollständigen Zugriff auf meine eingezahlten Gelder,

Eine Klärung bezüglich der fehlenden bzw. verzögerten Bearbeitung der Einzahlung,

Eine klare Erklärung, welche Dokumente angeblich unzureichend sind und aus welchem Grund.

Auf Anfrage kann ich Screenshots, E-Mails, Zahlungsnachweise sowie die vollständige Kommunikation mit dem Casino zur Verfügung stellen.

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 mrgoodlife,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Do you have access to your account?
• You mentioned that your deposit of €1,500 was temporarily not displayed correctly in your account balance. Could you please confirm if this has been resolved or not?
• Could you please forward us a copy of your bank statement that was sent to the casino? Please forward it to jean.s@casino.guru.

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,

Jean

Yes, I have access to my account, and the €1,500 deposit was neither credited to nor credited back to my account. I have just sent you the bank statement.

Ja, ich habe Zugang zu meinem Konto und die Einzahlung von 1.500 € wurden weder auf das Konto oder zurück auf mein Konto gebucht. Den Kontoauszug habe ich Ihnen soeben gesendet.

The verification process has now been completed after much back and forth. Unfortunately, the €1,500 deposit is still missing.

Die Verifizierung wurde nach langem hin und her schreiben nun beendet. Leider fehlen immer noch die Einzahlung von 1.500 €.

Thank you very much for your reply, mrgoodlife.

Could you please show screenshots of your deposit history in your casino account?

Additionally, could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru regarding the missing €1,500 deposit? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear mrgoodlife,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru