Betlabel Casino - Spelarens konto har stängts.

Good morning, I registered at this casino on July 14, 2026. After registering, I made a deposit by credit card using my ZEN account. I tried to make a few bets, but they wouldn't let me do anything. I contacted support, and they said my account was blocked. They logged me out for no reason, and told me to contact their email address. As of July 15, 2026, I haven't received a response by email, and the funds are locked in that account, and I can't even access them anymore. I would like to recover my €125 funds. Thank you.

Buongiorno, ho effettuato registrazione presso questo casinò in data 14/07/2026. A registrazione effettuata ho eseguito un deposito con carta di credito , con il mio conto ZEN. Ho provato a effettuare qualche giocata e non mi faceva fare nulla. Ho contattato assistenza e diceva che il mio conto è bloccato, mi hanno fatto logout senza motivo e mi hanno detto di contattare la loro mail . Ad oggi 15/07/2026, non ho avuto nessuna risposta tramite email e i fondi sono bloccati li su quel conto che io non vi posso nemmeno più accedere. Desidero recuperare i miei fondi 125€. Grazie

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you place any bets or play any games with your deposit before your account was closed?
• Did you activate any no-deposit bonus before your account was blocked?
• Have you created another account at this casino in the past?
• Have you ever requested to be self-excluded from this casino?
• Please forward me the email you received from the casino regarding the closure of your account and the confiscation of your funds at veronika.f@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

Veronika

I haven't placed any bets at this casino, and it was my first time registering. I haven't been able to place any bets. I tried to do so, but it gave me an error. So I contacted live chat to find out why, and they told me my account was blocked (without telling me the reason). They told me to contact the email address. block@betlabel.com , to which I have received no response to this day. They are still holding my funds two days later, and they still haven't responded to my email. This is absolutely unfair. Furthermore, this morning I contacted live chat again and they told me they hadn't responded yet because my email is Proton Mail, so I sent them another email from my Gmail, but still no response. This seems a bit like a scam, but it seems strange to me given the casino's good credit rating.

non ho effettuato nessuna scommessa presso questo casinò, ed era la prima volta che mi sono reigstrato.Non ho avuto modo di effettuare nessuna scommesse, ho provato a farla ma dava erroe, cosicchè ho contattato chat live per sapere il perchè e mi hanno detto che il mio account era bloccato( senza dirmi il motivo). Mi hanno detto di contattare la mail block@betlabel.com ,alla quale fino ad oggi non ho avuto alcuna risposta. I miei fondi li tengono ancora loro a distanza di 2 giorni, e non mi hanno ancora dato una risposta via mail. Non è giusto assolutamente. Inoltre,stamattina ho ricontattato la chat live e mi hanno detto che non mi hanno ancora risposto perche la mia mail è una proton mail, e quindi gli ho scritto una ulteriore email dalla mia GMAIL, ma anche da lì ancora nessuna risposta. Questa cosa sa un po di truffa,ma mi sembra strano visto la buona affidabilità che detiene il CASINO'

Thank you for the clarification. Have you received any response from customer support to your email sent from your Gmail account? Please keep me updated.

I only received support via chat. They told me the block department received my email, but after a few days, they still haven't responded or refunded me. A truly terrible experience.

ho ricevuto assistenza solo tramite chat,mi hanno detto che il reparto block ha ricevuto la mia mail,ma a distanza di giorni non mi hanno ancora risposto e rimborsato. Una esperienza davvero terribile

Hello tonycard1998,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience while I was out of the office. Before we proceed with your complaint, I need to clarify a few more details.

• Have you ever requested to be self-excluded from this casino, or informed the casino that gambling was causing you harm?
• Have you ever requested to be self-excluded from all casinos licensed by the Kahnawake Gaming Commission?

Dear tonycard1998,

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,
Veronika
Casino.Guru