Betlabel Casino - Заявката за закриване на акаунт на играч е забавена.

I've been trying to contact their "block" support by email for a week now to close my account due to addiction.

THEY NEVER ANSWERED ME.

I'm trying in every way at all their addresses, in the meantime unfortunately I've played other sums.

The site's chat is useless, it says they will do their best to respond, all of this is unacceptable.

I don't know what to do anymore, tell me.

È ormai una settimana che provo a contattare per email la loro assistenza "block" per chiudere l'account per dipendenza.

NON MI HANNO MAI RISPOSTO.

Sto provando in tutti i modi a tutti i loro indirizzi, nel frattempo purtroppo ho giocato altre somme.

La chat del sito non serve a niente dice che faranno il possibile per rispondere, tutto questo è inammissibile.

Non so più cosa fare, ditemi voi.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Betlabel Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Good morning Attila and thank you for assisting me.

I answer your questions.

I've been playing at this casino for a few months and have made large deposits and some withdrawals, and no one has ever asked me for verification.

After 1 week from my request to close my account they replied to me (perhaps after yet another email where I said that I would report the case here on Casinoguru).

Asking me for my documents to close the account.

I have forwarded both emails and their history to the address you provided.

I don't intend to send any documents, I want to close my account as they opened it, played a lot and no one asked for any documents.

At this point I don't trust sending my data to a site that behaves like this where I insisted on closing as soon as possible both by email and in chat (completely useless they don't answer any questions other than apologizing).

I'm sorry because on many other sites where I needed it, the option to close was very quick because responsible gaming is an important topic and everyone takes it seriously in my experience.

Unfortunately, they brought me here to play for other important figures, waiting all this time and we still haven't solved it.

If you need anything else, I'm available.

Thanks again

Buongiorno Attila e grazie per assistermi.

Rispondo alle tue domande.

Gioco in questo casino da qualche mese ed ho effettuato depositi importanti ed alcuni prelievi, nessuno mi ha mai richiesto nessuna verifica.

Dopo 1 settimana dalla mia richiesta di chiusura dell'account mi hanno risposto (forse dopo l'ennesima mail dove dicevo che avrei riportato il caso qui su Casinoguru).

Chiedendomi i miei documenti per chiudere l'account.

Ti ho inoltrato tutte e due le mail e il suo storico all'indirizzo che mi hai indicato.

Io non intendo inviare nessun documento, voglio chiudere il mio account così come lo hanno aperto, giocato tanto e nessuno ha chiesto nessun documento.

A questo punto non mi fido ad inviare i miei dati ad un sito che si comporta così dove ho insistito per chiudere il prima possibile sia per email che in chat (completamente inutile non rispondono a nessuna domanda se non scusarsi) .

Mi dispiace perché in molti altri siti dove ne ho avuto bisogno la possibilità di chiudere è stata velocissima in quanto il gioco responsabile è un argomento importante è tutti lo prendono seriamente per mia esperienza.

Qui mi hanno portato a giocare altre cifre importanti purtroppo, aspettando tutto questo tempo ed ancora non abbiamo risolto.

Se ti serve altro sono a disposizione.

Grazie ancora

I also specify that several days have passed since my request.

First they asked me to confirm my email address on the website to continue with the request, then a few more days passed and I forwarded the response to you by email.

I've played €1170 since I activated my email (was there a need now? After having played so much money?)

I'm asking for a refund after submitting an account closure and no one has responded for days.

I am attaching the deposits made after the email

Specifico anche che sono passati altri giorni dalla mia richiesta.

Prima hanno chiesto di confermare la mia mail nel sito per continuare con la richiesta poi sono passati altri giorni e la risposta te l'ho inoltrata per mail.

Io ho giocato 1170€ da quando ho attivato la mail (c'era bisogno ora? Dopo aver giocato moltissimi soldi?)

Chiedo il rimborso avendo sottoposto la chiusura dell'account e nessuno ha risposto per giorni interi.

Ti allego i depositi effettuati dopo la mail

And unfortunately I played again.... I CAN'T CLOSE THIS SITE!!!!!!!!

E purtroppo ho giocato ancora.... NON RIESCO A CHIUDERE QUESTO SITO!!!!!!!!

Thank you for your response. After reviewing the information provided, I was unable to find any communication where you mentioned gambling-related issues to the casino. Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

To proceed with your case, could you please provide your original self-exclusion request? Additionally, I would like to confirm whether you have contacted the casino using the same email address that you registered with. Thank you for your understanding. I look forward to your reply.

Unfortunately, I realized I was wrong to not specify any gambling problems; I simply asked for closure.

No problem recovering the losses, they're gone now.

The important thing is to close the account as soon as possible.

Anyway, I use the same email.

They insist that they want the documents to close the account.

Purtroppo mi sono reso conto di aver sbagliato a non specificare dei problemi di gioco d'azzardo, ho solo chiesto la chiusura.

Nessun problema per riprendere le perdite, ormai sono andate.

L'importante è chiudere il conto il prima possibile.

Comunque, si uso la stessa mail.

Loro insistono che vogliono i documenti per chiudere l'account

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

I thank you.

I would like to inform you that today, 8 days after I sent yet another email with you in copy, they closed the account.

Now, what I would like to know is if there is the possibility of requesting a refund since I played in the last few days when they didn't respond.

I would also like to point out that the closure request was made almost a month ago, but the specific request for closure due to dependency is from 8 days ago.

I await your response as to whether I should request a refund or close the case.

Thank you

Ti ringrazio.

Informo che oggi dopo 8 giorni da quando ho nuovamente inviato l'ennesima mail con te in copia hanno chiuso l'account.

Ora, quello che vorrei capire se c'è la possibilità di chiedere eventuali rimborsi dato che negli ultimi giorni dove non avevano risposto ho giocato.

Ci tengo inoltre a specificare che la richiesta di chiusura era di quasi un mese fa, ma la richiesta specifica di chiusura per dipendenza è di 8 giorni fa.

Attendo vostre se è il caso di chiedere un rimborso o chiudere il caso.

Grazie

Dear Marcga,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Betlabel Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Betlabel Casino representative to join this conversation and participate in resolving this complaint.

Dear Betlabel Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hi Igor and thank you.

I have forwarded all emails exchanged with the casino to your email address.

Ciao Igor e grazie.

Ho provveduto a inoltrare al tuo indirizzo mail tutte le mail scambiate con il casino

Dear Marcga,

We have additionally reviewed the history of your requests and how they were handled.

Your request was received by email and processed within the general support queue. The processing time was affected by several factors: multiple follow-up messages were sent within the same email thread, which caused the request to be updated in the queue, and the wording used in Italian to describe gambling addiction was not recognized at that time by the automated filter used to prioritize such cases.

Once the request was reviewed by the relevant specialist on August 14, access to the account was restricted.

Following our internal review, the list of Italian-language terms used by the automated filters has been updated to improve the handling of similar requests in the future.

We sincerely regret that this request took longer to process than it should have.

Ok, I'm happy for the future management that has been improved.

But how do we settle my case? Given that I continued to file after the request was ignored due to what you wrote above?

Ok, sono contento per le gestioni future che sono state migliorate.

Però, come ci accordiamo per il mio caso? Dato che ho continuato a depositare dopo la richiesta che era stata ignorata a causa di quanto avete scritto sopra?

Dear Betlabel Casino,

Thank you for acknowledging the delayed handling of the player’s gambling-addiction request. To determine the remaining financial issue, please provide the complete account transaction history from 9 August 2026 until the account was restricted, with the exact timestamp.

You can either send me an email ([email protected]) or post it in this conversation as an attachment. Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

Dear Igor,

Please note that we are not permitted to provide the player’s financial information directly to third parties.

The player can obtain the requested account statement independently. To do so, they need to contact our AML team by email [email protected], complete the required verification, and then request the relevant document.

Once issued, the player can provide the statement to you directly for further review.

I requested the bank statement from the email address provided.

Please note that I can provide a list of payments made via both paysafecard and cashlib if you wish.

@igor if it's sufficient I'll provide it while waiting for their response

Ho provveduto a richiedere all'indirizzo mail indicato l'estratto conto.

Si prega comunque di notare che volendo io posso fornire una lista dei pagamenti effettuati sia tramite paysafecard che cashlib.

@igor se è sufficiente la fornisco in attesa della risposta da parte loro

Deposit transactions made since 10/08/2026 are €2,950 with a withdrawal of €497 made on August 14th.

Le transazioni di deposito effettuate dal 10/08/2026 sono di €2.950 con un prelievo di €497 effettuato in data 14 agosto.

Dear Marcga,

To determine the correct disputed amount without any doubt, it would be best to wait for the official document from the casino.

Please let me know once you have obtained this document and send it to me at [email protected].

Ok, then we wait for their response

Ok, allora attendiamo la loro risposta

Dear Marcga,

Could you please let me know whether you have received the requested transaction statement from the casino? If so, please forward it to me so I can review it.

Thank you.

Hi Igor,

No, I received an email from BetLabel that I forwarded to you.

But still no response regarding the bank statement.

Ciao Igor,

no, ho ricevuto una mail da betlabel che ti ho inoltrato.

Ma ancora nessuna risposta per quanto riguarda l'estratto conto.

Dear Marcga,

In the previous casino reply, they advised you to send a request regarding your financial history to [email protected].

Did you send an email to this address? I can see that the email you are referring to was received from [email protected].

Thank you for your clarification.

Hi Igor,

Yes I sent the email to [email protected] both in Italian and English, I'll forward it to you.

I've already forwarded you the other email I'm referring to and copied you in the reply.

Unfortunately, no one's answering. Do you think I should send a reminder? Or would you prefer to do it yourself?

Thank you

Ciao Igor,

Si ho inviato la mail a [email protected] sia in italiano che in Inglese, te la inoltro.

L'altra mail a cui mi riferisco te la ho già inoltrata e messo in copia nella risposta.

Purtroppo, non risponde nessuno, dici che è il caso che mandi un sollecito? O preferisci farlo tu?

Grazie

Dear Betlabel Casino,

I have received an email from the player showing their request from 21 August, sent to [email protected].

Could you please check whether you have received this email and possibly reply to the player’s request?

Thank you in advance for your cooperation.