Complaint #9 BetLabel Casino

Blocking my withdrawals and deposits

By Johannes H.

3 weeks ago

Hello!

I managed to win a bit in this casino. Suddenly I noticed that Im missing the payment method Skrill from my withdrawal methods. I used this method for deposit. I cant also make deposits for some reason anymore. I get a message that user is not authorized when I try make a deposit. Customer service said IM not allowed to play. Im super confused and would need your help.

Disputed Casino BetLabel Casino

Reason Declined payment

Amount €11280

Discussion

AskGamblers

• Support Team

2 weeks ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

johannesss

• Finland

2 weeks ago

This is resolved, thanks Ask Gamblers team

AskGamblers

• Support Team

2 weeks ago

Dear @johannesss,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

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.

Thanks in advance for your cooperation.

BetLabel Casino

• Representative

3 weeks ago

Dear johannesss,

We can see that the deposit via Skrill was made using one email address, while you are currently trying to withdraw to a different email address.

Please use the same email address that was used for the deposit, or double-check that the email entered for the withdrawal is correct.

BetLabel Casino Complaint Stats

Resolved 4 / 4

Avg. Amount $5,961

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

BetLabel Casino Complaints

See all complaints for this casino

61000 EUR winnings disappeared KYC unresolved for 2 weeks

I am writing to report a serious issue with Betlabel regarding withheld winnings of €61,000.

My balance of €61,000 disappeared from my account without any prior notice or explanation. When I contacted support to ask what had happened, I was informed that I needed to complete a KYC verification process.

Over the past two weeks, I have fully cooperated and submitted all requested documents, including my driving licence, passport, utility bills, screenshots of my screen, and photos of myself holding my passport next to the device used to place the bets. Despite providing an exceptional level of verification evidence that goes far beyond any standard KYC requirement, my account remains unresolved and I have received no clear timeline or explanation as to why my funds have not been released.

I am concerned that the operator is using the KYC process as a delay tactic to avoid paying out my legitimate winnings. I have complied fully with every single request made over the course of two weeks and I am now requesting the immediate release of my funds.

What I expect from the operator: Full payment of my €61,000 winnings without further delay.

Resolved

$2,594

Lengthy verification process and withdrawal restrictions

I am a customer of Betlabel.

When my withdrawal request failed on April 28th, they required account verification.

On May 1st, I submitted the necessary verification documents to their security department via email. However, after half a month of verification, I have not received a reply from them, and my multiple inquiries to their customer service have yielded no results.

I do not understand why the verification process has taken so long, and I suspect it is a deliberate attempt to delay payment.

Therefore, I am filing this complaint.

Resolved

€6,000

Withdrawal blocked unable to complete phone verification no support response

I deposited a total of 47 EUR on May 2, 2026 (18 EUR + 29 EUR) and won 1000.32 EUR on BetLabel.

When attempting to withdraw my funds, the casino requires phone/account verification, but their verification system is not functioning properly, and I am unable to complete the process.

Issues encountered:

- Phone verification / SMS code is not being delivered or cannot be completed

- My withdrawal is effectively blocked because of this technical/verification issue

- I have contacted support multiple times via email and other available channels

- Support has either not responded or provided no effective solution

My account is fully registered and includes my personal information, email, ID details, and country of residence.

I have made multiple good-faith attempts to resolve this issue directly with the casino before filing this complaint. Despite this, my withdrawal remains inaccessible, and support has failed to provide a working solution within a reasonable timeframe.

I am only requesting access to withdraw my legitimate balance and for the casino to provide a functioning verification/withdrawal process.

I have screenshots and supporting evidence of all communication, account balance, and verification issues, and I am ready to provide them upon request since the complaint form does not currently allow me to attach files.

Resolved

€1,000