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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."

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.

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