Casino keeps me from signing in to my account after successful KYC

On 23 June 2026, I requested a withdrawal of EUR 100,000.00 (online bank transfer) from my fully verified BetLabel account (player ID 1638107681). BetLabel approved the withdrawal the same day at 14:09 (ticket no. 18526562, support ref. RES-508). KYC was fully completed before that: ID (both sides), bank statement, and two salary slips (source of funds) were submitted; BetLabel confirmed receipt and stated that no further documents were required.

The money has never arrived. Since then, support has given me contradictory explanations:

– 30 June: "Your withdrawal is being processed, 7 banking days."

– 2 July: "Successfully paid out – contact your own bank." They sent a 19 KB PDF "payment document" naming < payment provider name > as remitting institution and "< company name removed>" as ordering party (reference *************, end-to-end ID *********), which contains no verifiable bank transaction data.

– 3 July: In the same chat session, first "your account must be verified for the withdrawal", then "the payout was successful on the payment system’s side, and the money was not returned". Later that day, in writing: "Your further inquiries will be ignored."

– 6–9 July: New story – my bank allegedly rejected the payment; the refund would take "up to 4 weeks" or "up to 28 working days". No evidence was provided despite repeated requests.

My bank (< bank name removed >) has confirmed in writing that the funds have never arrived, and that only the ordering party can initiate a payment trace. < payment provider name >, the payment provider named in the operator’s "payment document", likewise replied that they only provide information to the ordering party. Every independent party thus confirms: only BetLabel (or its ordering entity "< company name removed>") can trace or prove this payment – and BetLabel refuses to do so, instead repeatedly referring me to my own bank. The bank’s reply is attached.

I hold the complete documented correspondence (53 pages of chat transcripts and e-mails plus the alleged payment document) and can provide everything.

I request the payment of my approved withdrawal of EUR 100,000.00.

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 >

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 >