Complaint #4 BetLabel Sportsbook

BetLabel delay with verification

By campi91

7 months ago

Dear AskGamblers Team,

I would like to file an official complaint against BetLabel Casino (betlabel3.com).

I registered an account with BetLabel and deposited €80 and later another €160. I placed several sports bets and won some bets, leaving a total balance of €455 in my account.

Before depositing, I asked the support team if verification was required, and they clearly said no. However, after my deposits and a few successful bets, my account was suddenly blocked.

I immediately contacted their support and sent an email with my personal documents for verification. They replied saying they did not receive my email. I sent the same documents five more times and even created a new email address to send them again, but they kept repeating that they were “not receiving” my emails due to supposed “technical issues”.

It has now been over 6 days, and they continue to claim they have technical problems and cannot confirm when this will be resolved. Meanwhile, my account remains blocked and I cannot access or withdraw my €455 balance.

I also offered to complete a live video verification call to solve this instantly, but they completely ignored my request. I have all screenshots of my conversations with their support agents proving these facts.

After posting about this issue on my YouTube community and forum, several other players contacted me reporting the same experience with BetLabel — delayed verification and blocked withdrawals.

It is clear that the casino is intentionally delaying KYC verification to avoid paying players, which is a serious violation of fair gaming standards and licensing conditions.

I kindly ask AskGamblers to review this case and assist in recovering my €455 balance and ensuring that BetLabel follows proper verification procedures.

Thank you for your time and assistance.

Best regards,

< first name removed >

Disputed sportsbook BetLabel Sportsbook

Reason Terms violation

Amount €455

Discussion

AskGamblers

• Support Team

6 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

campi91

6 months ago

Hello,

Yes, I confirm that the amount of 455 EUR has been received. However, my account was blocked without any clear reason, and I was not able to use or play my active bonus. BetLabel refused to credit the bonus after verification and closed my account instead.

Thank you.

AskGamblers

• Support Team

6 months ago

Dear @campi91,

Please let us know if there are any updates regarding your ongoing complaint and if you have received the disputed amount of 455euros?

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Should you fail to update your complaint within the specified timeframes, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body instead.

Thanks in advance for your cooperation.

campi91

6 months ago

Hello,

Your explanation is not acceptable.

It is obvious that BetLabel blocked my account only after I opened a complaint on AskGamblers. This same pattern happened to several other users from Croatia and Germany in the last 20 days, which shows a clear issue with how BetLabel treats players.

I placed only 7–8 bets, some were losses and some were wins, so there is no justified reason for blocking my account. Blocking players without explanation is a violation of fair play principles.

Regarding the bonus, BetLabel told me that I could only receive it after completing verification. I completed verification, and instead of adding the bonus, you blocked my account. The bonus was never credited at any point.

I am requesting a detailed and transparent explanation, including:
1. The exact reason for blocking my account.
2. The exact reason why my bonus was removed and never added.
3. The exact internal rule or policy that supports this decision.

Please provide clear evidence and documentation, not general statements.

Look your answer...You block me for nothing...And make me problems!why?

BetLabel Sportsbook Complaint Stats

Resolved 2 / 2

Avg. Amount $23,416

Avg. Complaint Duration 16 days

Avg. Response Time 1 day

BetLabel Sportsbook Complaints

See all complaints for this sportsbook

Withdrawal not processed despite full verification documents submitted BetLabel

Dear AskGamblers Team,

I am submitting a complaint against BetLabel (TechSolutions Group N.V.) because my withdrawal has not been processed, even though I have submitted all the required verification documents completely and correctly. Since then, I have received no clear response from the operator’s security department confirming that the verification is completed or when my withdrawal will be processed.

I started playing with BetLabel in early October. At first, I was able to withdraw small amounts (around €150–€200) without any issues, which built my trust in the operator. Over time, I deposited more — in total, over €10,000, which is a very significant amount for me as a regular working person.

After some initial losses, I managed to increase my balance to around €5,000 and requested a withdrawal on October 30th. The next day, I was asked to verify my account. I immediately submitted all the requested documents, including:

• Front and back of my ID card

• A selfie with my ID and the current date

• Bank statements showing all deposits

• Confirmation from my bank that the card used belongs to me

• A photo of the payment card itself

Since then, I have not received any clear response from the security department — neither about my verification status nor about my withdrawal.

I have fully verified myself as a real person. There is no logical or legal reason for the company to continue ignoring me. If I am not even given the opportunity to withdraw my own funds after providing everything required, that is nothing less than fraud.

I have read the Terms and Conditions carefully, both before and after submitting my withdrawal request, and I have not violated any rules. I acted in good faith, following every instruction.

Communication with support has been inconsistent:

Some live chat agents said I must write from the registered (but slightly mistyped) email address, while others said it’s fine since my identity is clearly proven. Despite this, there has been no progress and no confirmation from anyone.

I also want to clarify that I never used any bonuses — all deposits and winnings come from my own money.

Therefore, my request is simple:

👉 Please ensure that BetLabel finally completes my verification process and processes my €5,000 withdrawal.

At this stage, I have only been asked to “wait patiently” several times, which feels like a deliberate delay. If no clear response or action is taken soon, I will escalate the matter to the following authorities:

• Curaçao Gaming Control Board

• Centrale Bank van Curaçao en Sint Maarten

• Kahnawake Gaming Commission

• Estonian Tax & Customs Board

In addition, I will inform the public — through review platforms, consumer forums, media, and press outlets — especially those websites that currently publish positive or neutral reviews about BetLabel.

If BetLabel refuses to process my withdrawal despite full compliance on my part, I will do everything in my power to make sure no other player ever deposits money there again, because that would clearly mean this is not a legitimate operation, but a fraudulent one.

This is not a threat, but a call for transparency and fairness. If someone deposits over €10,000 and cannot even withdraw legitimate winnings after full verification, that is unethical and unacceptable.

I have kept all evidence — emails, chat logs, payment proofs, screenshots — and can provide them anytime upon request.

If BetLabel resolves this issue and processes the payment, I will gladly mark the complaint as resolved and publicly acknowledge the fair outcome.

If not, I will take all necessary and legal steps to protect other players and expose the truth.

Sincerely,

< full name removed >

Resolved

€40,000