61000 EUR winnings disappeared KYC unresolved for 2 weeks

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 BetLabel Casino 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.

Hello,
I want to point out something important here: this is now the third different explanation BetLabel has given for this confiscation.

- First, I was told it was due to a "technical failure" on 23/06/2026.
- Then, "Steve" from your support team told me the funds were lost due to bets I supposedly placed and lost on specific slot games on 25/06/2026 — bets which, as I've already shown, don't appear as "Real money" transactions in my own account history and exceed the game's stated maximum bet limit, making them impossible.
- Now, you're telling me these were "manual deductions... for winnings obtained unlawfully" — a third, entirely different account of events.

These three explanations are mutually inconsistent. A technical failure, a series of lost bets, and a manual deduction for "unlawful winnings" are three separate and contradictory claims. They cannot all be true at the same time, which strongly suggests none of them is a genuine, accurate account of what actually happened — rather, they read as a sequence of justifications attempted one after another until something "sticks."
I am attaching my full bet history here. It clearly shows legitimate winnings accumulated across different games, each with a normal, consistent pattern of "Real money" tagged BET/PAID OUT entries — the same pattern any genuine player's account would show. There is nothing in this history that supports any claim of "unlawful" winnings. If anything, based on everything documented so far, it is BetLabel's own conduct — shifting explanations, manual deductions with no evidence, and confiscating funds without a consistent or substantiated justification — that looks unlawful here, not my gameplay.
Regarding confidentiality: I understand there may be limits on what can be shared publicly, but withholding "all details" from me — the account holder directly affected — while giving me a third, unverifiable story, does not resolve anything. At minimum, I should be entitled to know:

What specifically constitutes the "unlawful" winnings being referenced.
What evidence supports this claim.
Why this explanation differs entirely from the two previous explanations I was given.

I'd ask that AskGamblers take note of this pattern of shifting and contradictory explanations when reviewing this case, as it goes directly to whether BetLabel has any genuine, substantiated basis for this confiscation at all.
Thank you.

Hello,

We have clarified the information regarding this case.

According to the information received from the Security Department, these bets were manual deductions made by the platform for winnings obtained unlawfully.

For confidentiality reasons, we cannot disclose all details publicly in the complaint thread. However, we have sent additional information regarding this case directly to the AskGamblers team for further review.

Thank you for your understanding.

Hello,
I have to be honest — I don't really understand what there is left to "clarify." What's happening here is quite clear.
You put me through an extensive KYC process — far beyond what should be reasonably required — and after not finding anything irregular, you resorted to the excuse of a "technical failure" to justify confiscating my winnings. There clearly was no technical failure, as is plainly visible in my own game history, which I have reviewed in detail and which contradicts your version of events.
We are now at 43 emails exchanged with your support team, and after 20 days, my 60,000 EUR is still confiscated with no specific, evidenced explanation ever provided — just vague statements about "clarifying details" and "waiting for the relevant department."
On top of this, I also asked directly for BetLabel's operating company name and gambling licence number, and I have not received an answer to that either. This is basic information that a legitimate licensed operator should be able to provide instantly, yet it doesn't even appear anywhere on your own website or in your Terms and Conditions.
This situation is unacceptable. I have provided everything requested of me, cooperated fully, and I still have not received a single specific answer: not which rule I supposedly broke, not what evidence supports the "technical failure" claim, and not even basic company identification information when asked directly.
I would appreciate it if AskGamblers could push for a real, substantiated response from BetLabel, rather than another message asking for more time with no actual explanation behind it.
Thank you.