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I made a large deposit on 05/02/2026 via PIX. Right after the deposit, my account was restricted for bets and withdrawals. The platform requested documents for verification (KYC)."

2. Chronology of the Facts:

[02/05/2026]: I sent the photos of the requested documents.

[06/05/2026]: Support requested a detailed PIX statement. I sent the bank's official PDF the same day.

[06/02/2026]: Support claimed that the security department had sent a 'question' to my email, but after checking the inbox and spam of two different emails, nothing was received.

[06/02/2026]: When trying to resolve the miscommunication via live chat, I was blocked by the platform and can no longer access support.

3. What you demand:

"I request immediate verification of my account and the release of my balance for withdrawal, or a full refund of the deposit made, as the company has interrupted communication and blocked direct support while withholding my funds."

Fiz um depósito de valor alto no dia 02/05/2026 via PIX. Logo após o depósito, minha conta foi restringida para apostas e saques. A plataforma solicitou documentos para verificação (KYC)."

​2. Cronologia dos Fatos:

​[02/05/2026]: Enviei as fotos dos documentos solicitados.

​[06/05/2026]: O suporte solicitou o extrato detalhado do PIX. Enviei o PDF oficial do banco no mesmo dia.

​[06/02/2026]: O suporte alegou que o departamento de segurança teria enviado uma 'questão' para o meu e-mail, porém, após verificar caixa de entrada e spam de dois e-mails diferentes, nada foi recebido.

​[06/02/2026]: Ao tentar resolver a falha de comunicação via chat ao vivo, fui bloqueado pela plataforma e não consigo mais acessar o suporte.

​3. O que você exige:

"Solicito a verificação imediata da minha conta e a liberação do meu saldo para saque, ou o estorno integral do depósito feito, uma vez que a empresa interrompeu a comunicação e bloqueou o suporte direto enquanto retém meus fundos."

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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?
• Prior to your deposit, was there any activity made on your player's account?
• When did you register the account in this online casino?
• 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

Tomas, communication with BetLabel has been terrible. Since my balance was withheld, I've tried contacting them by email several times asking for support and instructions for verification, but I've never received a reply. In the live chat, instead of resolving it, they claim to have sent emails that never arrived (I checked my inbox and spam) and, finally, they blocked my access to the chat, leaving me with no service channel.

I'm attaching the proof that I tried to contact them by email without success and the print that proves that I was banned from the support chat while they hold my money, I've tried every way to solve it and I've never gotten a return, I've been in this betting house since the beginning of April, every time I try to solve it in the chat they block the chat and never gave me any return by email,i made the money transfer on 05/02/2026 and when it fell into their account they blocked it and asked me for documents that i sent everything i needed and i had no return either by email or by chat, and i requested the self-exclusion of the account and they go there and block me for hours or even days, i'm very stressed about this situation because i'm not working properly, and i'm not sleeping properly because it's money that i need urgently.it was the worst bookmaker i've ever seen in my life, the customer support is terrible and they leave your money on hold claiming the company is suing but when the documents are sent they don't get back to you at all.

Tomas, a comunicação com a BetLabel tem sido péssima. Desde que meu saldo foi retido, tentei contato por e-mail diversas vezes solicitando suporte e instruções para a verificação, mas nunca recebi um retorno. No chat ao vivo, em vez de resolverem, eles alegam que enviaram e-mails que nunca chegaram (verifiquei caixa de entrada e spam) e, por fim, bloquearam meu acesso ao chat, me deixando sem nenhum canal de atendimento.

​Estou enviando em anexo os comprovantes de que tentei o contato por e-mail sem sucesso e o print que prova que fui banido do chat de suporte enquanto eles seguram meu dinheiro,já tentei de todas as maneiras resolver e nunca tive retorno,estou nessa casa de aposta desde o início de abril,toda vez que tento resolver no chat eles bloqueiam o chat e nunca me deram retorno algum por email,eu fiz a transferência do dinheiro dia 02/05/2026 e na hora que caiu na conta deles bloquearam e me solicitaram documentos que enviei tudo q precisava e não tive nenhum retorno nem por e-mail e nem por chat,e por solicitei a autoexclusão da conta e vão lá e me bloqueiam por horas ou até dia,estou muito estressado com essa situação pois não estou trabalhando direito,e nem dormindo direito pois e um dinheiro q preciso urgente.foi a pior casa de apostas q já vi na minha vida,o suporte ao cliente e péssimo.e deixam seu dinheiro travado alegando processo da empresa mas quando os documentos são enviados eles não te retornam de jeito nenhum.

Dear Diegolima97,

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, Samuel (samuel.s@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

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

Dear Diegolima97,

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,

Samuel