Betlabel-kontoverifikationen har allerede taget 2,5 uger.

Hej,

Jeg registrerede mig hos Betlabel for omkring 2,5 uger siden (jeg ville prøve en ny udbyder, fordi min nuværende bliver ved med at have tekniske problemer), indbetalte €500 og vandt derefter €22. Jeg ved det med sikkerhed, fordi jeg stadig kan logge ind og se min kontosaldo.

Efter alt gik så godt, ville jeg naturligvis gerne teste udbetalingsmetoderne, men straks blev kontoen sat i en begrænset tilstand, og jeg kan ikke længere spille, spille på casinoet, indbetale noget og hæve noget.

Så begyndte den sædvanlige KYC-verifikationsproces, og der blev anmodet om adskillige dokumenter, fotos osv. Desværre blev alt gjort stykkevis – én ting blev anmodet om, jeg sendte den, og så kom en anden anmodning. Alt dette tog forholdsvis lang tid og føltes som en bevidst forhalingstaktik.

Der er ikke blevet anmodet om yderligere dokumenter i omkring to uger nu, men kontoen er stadig i denne begrænsede tilstand, og supporten bliver ved med at svare med de samme gamle floskler om, hvor kede de er, og at jeg skal være tålmodig. I starten sagde de, at alt skulle behandles strengt sekventielt, og at jeg skulle vente op til 72 timer, men nu siger de bare, at sikkerhedsspecialisterne er overbelastede, og at fremskyndet behandling ikke er mulig. Sikkerhedsspecialisterne ( security@betlabel.com De svarer dog slet ikke på e-mails med forespørgsler om status.

Jeg er utrolig frustreret og ved ikke, hvad jeg skal gøre længere. Oplever andre det samme med Betlabel? Hvad kan jeg ellers gøre? Selv mit forslag om, at de beholder gevinsten på €22 og kun refunderer min oprindelige indbetaling, blev afvist. Jeg er bange for, at jeg aldrig vil se mine €500 igen.

The lack of a clear update after the original 72-hour estimate is understandably frustrating, especially when you’ve supplied the requested documents and haven’t been asked for anything further for around two weeks.

We generally allow casinos up to 14 days to complete verification, so the timeline you describe deserves a closer look. The delay alone doesn’t mean your money is lost, but you should have a clearer explanation of what is still being checked.

Could you clarify whether you won the €22 through casino games or sports betting? This matters because our complaint team doesn’t normally handle sports-betting disputes.

Also, have you submitted a formal complaint through our Complaint Resolution Center, or have you only posted here on the forum? These are separate processes, and knowing this will help me point you towards the appropriate next step.

Keep the document submission confirmations and support messages, particularly the original processing estimate, as they help establish the timeline.

Until now I only posted here, but I plan to open an official complaint, just need to find out where this can be done. Can you help me with the link?

The 22 Euros were won through Casino games and without any bonus money.

Of course.

You can find the link here 👈

Also thank you for additional info.

Thanks for the link, I filed a complain. Let's see how that turns out. Your help is very much appreciated. Meanwhile I'm waiting for 3 weeks and the only answers I get from support is that the "security experts" still check my documents. Never experienced a KYC process that takes so long without any status update or explanation what exactly is taking so long. If they wouldn't hold back my money I would just turn around and ignore this provider, but I'd like to see my money again 🙁

I understand. Everyone wants to receive their money. I don’t know why verification is taking so long either. Having to submit documents several times, or having some rejected, can extend the process, but I don’t think it should be approaching a month.

If the casino sees a problem, it should explain what you need to provide or what specific information they need to see. Otherwise, players are left unsure of what to do next.

Hopefully, we’ll be able to look into the situation together and help you get verified and receive your money as soon as possible.

I filed a complain via your link meanwhile, let's see how that goes.

Alright, will be waiting for development.

Fingers crossed. 🤞

Meanwhile it's 3.5 weeks since my account is not being KYC verified. Account and money are still blocked / in limited mode. Betlabel support is of no help as they continue to state, that they don't know, how long "security experts" (whoever they are) will need to verify my account and that I only have to wait a little bit longer (they state that since 3 weeks). Casino Guru complaint seems to be also stuck, at least I get no responses there. That's all so frustrating 🙁

Waiting on both the casino and your complaint must make this feel even more frustrating. Unfortunately, Betlabel’s repeated request for patience still doesn’t explain what is holding up your verification.

Regarding your complaint with us, you mentioned submitting it around five days ago. Our team also needs some time to review submissions and respond, so a few days without an update doesn’t necessarily mean it is stuck. That is separate from the three and a half weeks you’ve already waited for the casino.

Magically I finally received a mail from security@betlabel.com:

***

The bookmaker reserves the right to refuse to accept a bet or deposit from any individual without giving a reason. Deposits and betting are not available to you. We ask you not to create new gaming accounts as it violates Terms and Conditions. Otherwise all your gaming accounts will be blocked and winnings will not be paid out.

You can create a withdrawal request to receive the remaining funds on your account.

***

So it actually never was about KYC process but about me having another account in an affiliated casino (at least that's my explanation because I never had another Betlabel account). Not a word why they haven't been clear about that from the beginning. I meanwhile successfully withdrew my money from there.

I strongly recommend everyone to not (like never ever) create an account at Betlabel as their support is the worst I have ever experienced. I bet without going all these extra miles they would have luckily kept my money and this is pretty alarming.

Hello, I guess this was rather unexpected, and I think we both understand the bitterness. As far as I can tell, this explanation may also mean that the casino or sportsbook no longer wants to provide its services to you, and thus they inform you not to create an account with one of their brands. I could be wrong, of course, but usually if the casino is certain the player did something against the rules, they won't let the player withdraw and instead close the account immediately. I also understood you were unaware of any issue regarding this closure; I would guess the casino has found nothing on that level either. Well, whatever makes sense for you is, of course, okay; it's certainly not a positive experience and I thank you for sharing with us.