Complaint #9 BetLabel Casino

Blocking my withdrawals and deposits

By Johannes H.

6 days 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

73 hours left for johannesss to respond.

BetLabel Casino

• Representative

22 hours 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.

johannesss

• Finland

23 hours ago

Thanks for the help! I see its added but I still cant make a withdrawal even my deposit method was Skrill. Im sure you can see that as well, that I have only deposits from Skrill. See the screenshot.

BetLabel Casino

• Representative

1 day ago

Dear johannesss,

We’re pleased to confirm that Skrill is now available for withdrawals on your account.

You may proceed with withdrawing your funds using this method.

johannesss

• Finland

2 days ago

Hello,

Dear ask gamblers, I have sent to you the relevant communication via email. Please see here again. Im not able to deposit or withdraw. My last deposit was made via Skrill and this method is not appearing in my withdrawal methods. When I try to use my other deposit method for withdrawal (Neteller) Im not able to. Ive tried to resolve this with Customer Support but they seem not able to help me.

BetLabel Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $3,581

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Complaint Status

73h left

€11,280

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BetLabel Casino Complaints

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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.

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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.

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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.

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