Betlabel Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

I am unable to withdraw my funds of €1,099 from Betlabel Casino due to a technical issue with their SMS verification system. When attempting to withdraw, the platform requires an SMS verification code to be sent to my registered phone number, however the code is never received, making it impossible to complete the withdrawal process.

I have contacted Betlabel's customer support via email to report this issue and request a fix, but I have received no response whatsoever. The casino has effectively left me without any way to access my own funds, and is not communicating to resolve the problem.

I am requesting that Casino Guru mediate this case and urge Betlabel to either fix the SMS verification issue, provide an alternative verification method, or process my withdrawal of €1,099 without the SMS step, given that the fault lies entirely with their system and not with me.Email codes work but they ask for both email and sms codes.

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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
• 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?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Good morning Tomas,

I have held an account since the 15th June. I played slots and won with no bonus. I deposit 321€. My current account balance is 1099€ which i cannot get out. I need an email code and sms code upon withdraw. Email i get but not sms. I reported it to chat as was told that i had to send an email. Done that and sent follow ups and not one reply. I tell chat this and i am told there is nothing they can do, i just have to wait for a reply. I will email you communication now.

Thank you,

Erin

Thanks for your reply and the information provided via email.

• Have you saved any relevant communication with live chat support not being able to assist you directly?
• Has the casino approved your documents required for verification of your identity and account?
• Could you please share a screenshot of your current withdrawable balance and the error you receive when trying to withdraw your winnings?

Looking forward to your reply.

Dear FlyingErin1,

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, Stefan (stefan.m@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,

Tomas

Dear FlyingErin1,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Betlabel Casino to join this conversation and assist in addressing the complaint.

Dear Betlabel Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear FlyingErin1,

To proceed with the review of your case, please provide your phone number.

This information is necessary for us to identify the account correctly and analyze the case further.

Hello,

We have clarified the information regarding this situation.

According to our records, all requests have the status "Delivered". The provider has also carried out additional tests and confirmed that everything is working correctly on their side.

Therefore, in this case, the issue should be checked locally with the player. We recommend that the player contact their mobile operator directly or try using another phone number.

The same applies to email communication. The player was previously advised to contact us using a Gmail address, as some emails may not be delivered properly to their current email domain.

Dear Betlabel,

Thank you for your reply, however If the sms codes were delivered then i really would not be going to all this trouble. I just want to get my money out. You say this and say i can only email from a gmail account which i do not have. i opened my account and paid a deposit without any issues. If you are having problems receiving emails from any other account and texts not going through would you not say that is an error your end as apposed to mine? I need a solution to get my money out not passing the book to me with all due respect.

Erin Byrne

Hello FlyingErin1,

As we mentioned earlier, after additional checks on our side, it was confirmed that everything is working correctly.

In this case, we kindly recommend that you try using another phone number to receive the code. It may also be helpful to check this matter with your mobile operator, as the issue may be local to the number or network.

Please let us know once you try another number and confirm whether you were able to receive the code successfully.

Dear Betlabel Casino,

I hope this message finds you well.

Could you please confirm whether the player has provided all of the documentation required for verification, aside from the phone verification?

If all other verification requirements have been successfully completed, we kindly ask you to proceed with paying the player's winnings.

We hope that we can reach a fair and mutually acceptable resolution.

I look forward to your response.

Hello,

We are currently clarifying the latest information regarding this case with the relevant department.

As soon as we receive an update, we will get back to you with a more detailed response.

We appreciate your patience.

Dear Betlabel Casino,

Thank you for your response and for your continued cooperation.

We appreciate the update. Please keep us informed of any developments and let us know the outcome of your discussions with the relevant department as soon as it becomes available.

I look forward to your response.

Hello FlyingErin1,

We would like to inform you that the issue affecting your withdrawal request has been resolved on our side.

Please try to submit a withdrawal request once again.

If the issue still persists, please contact our Support Team from a Gmail address and request assistance with changing the email address linked to your account and adding a phone number.

Thank you.

Betlabel,

Is this a joke!Now i am not getting email codes to even login. You must turn this facility off if your platform does not work which is funny how its perfect when you create account and make a deposit!

Hello FlyingErin1,

We understand your frustration and are sorry that you are having difficulties.

Please note that in some cases, emails may not be delivered correctly to Hotmail addresses or may be delayed/filtered by the email provider. We kindly recommend using a Gmail address instead.

Please contact our Support Team from your Gmail address and request assistance with changing the email linked to your account. Once this is updated, you should be able to receive the required codes and proceed further.

Thank you for your understanding.

I do not have a gmail account. Turn this off! you are deliberately stopping me having access to my money now. Not a single problem to take my money. Its only since a win.

Hello FlyingErin1,

We’re sorry for the inconvenience, but email delivery issues with Hotmail are outside our control and may be caused by the provider’s filters.

Please cooperate with our Support Team and provide an alternative email address so they can help update your account details and resolve the issue.

Dear FlyingErin1,

I hope this message finds you well.

At this point, we would recommend creating a Gmail account so that you can continue with the withdrawal and verification process. According to the casino, they are able to update the email address associated with your account once you contact their support team with the new Gmail address.

While we understand that this may be inconvenient, creating a Gmail account is a relatively quick process and appears to be the most practical way to resolve the issue and regain access to your account.

Please let us know whether you are willing to proceed with creating a Gmail account and contacting the casino's support team. We will continue monitoring the case and assist you further if necessary.

I look forward to your response.

Dear Betlabel Casino,

Could you please give the player instructions on how to change the email address in their casino account?

I look forward to your response.

Dear FlyingErin1,

Please note that this complaint thread is not a Customer Support channel, and we are unable to change your registered email address here.

Please contact BetLabel Support directly and request the email change. Our colleagues will provide the necessary instructions and assist you after the required verification.

Dear FlyingErin1,

Could you please contact the casino's support team and request that the email address linked to your account be changed? Once this has been completed, please let us know so that we can continue reviewing your complaint.

I look forward to your response.

Dear FlyingErin1,

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,
Stefan
Casino.Guru