Betlabel Casino - Igrački račun je zatvoren, sredstva su konfiskovana.

I am submitting a complaint against Betlabel regarding the closure of my account and the withholding of approximately €2000.

During the registration process, I initially attempted to create an account using my primary phone number, but I did not receive the SMS verification code and was unable to complete the registration. As a result, I created a second account using a different phone number. The first account was never accessed or used in any way.

Later, Betlabel informed me that they detected duplicate accounts and confirmed that they had merged them. I fully cooperated with this process.

After that, I went through an extensive verification procedure that lasted over 10 days. I provided all requested documents, including:

- identity document

- proof of address

- driving license

- passport

- selfie verification with a handwritten code

All documents were submitted correctly and in good faith.

Despite this full cooperation, after completing the entire verification process, my account was suddenly closed. I was accused of "fraud" and violation of terms and conditions, but no specific explanation or evidence was provided.

Importantly:

- the initial duplicate account was never used

- no bonuses were claimed

- no fraudulent or abusive activity was committed

I believe this decision is unjustified and that the withholding of my funds is not legitimate.

Even if certain internal rules were considered violated, I understand that this may justify account closure, but not the confiscation of legitimately deposited funds and winnings obtained without abuse.

I am requesting:

1. A clear and detailed explanation of the alleged violation

2. The release of my balance (approximately €2000)

I am fully willing to cooperate further if needed.

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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