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I am filing this complaint regarding my pending CHF 1,900 withdrawal via bank transfer from BetLabel.

Background:

• I have previously completed successful withdrawals on this account without issue.

• My identity was verified in the past and payments were processed normally.

For my most recent withdrawal request (CHF 1,900), the following has occurred:

I was asked to provide identity verification again.

– I submitted my government-issued passport.

– I submitted a selfie holding my ID and device showing their correspondence.

My withdrawal was then marked as "documents not submitted," which was incorrect.

I received generic responses stating my data was "under verification."

After the 72-hour timeframe stated in their Terms had passed, I was asked to submit a utility bill.

– On Thursday, I submitted an official Sunrise (Swiss telecom provider) invoice showing my full name, full address, and recent issue date.

Now, despite having already submitted a passport and completed selfie verification, I am being asked to provide a driving license as an additional form of identification.

At this stage, I have provided:

• Passport

• Selfie verification

• Utility bill (Sunrise)

• Previously verified payment method

• Proof of prior successful withdrawals

The verification timeframe stated in their Terms has been exceeded, and new document requests continue to be introduced sequentially.

Given:

• Prior successful withdrawals

• Full compliance at every step

• Expired verification timeframe

• Repeated escalating document requests

• Total pending amount of CHF 1,900

The situation raises concerns about whether the verification process is being used proportionally and consistently, or whether it is effectively delaying payment following player winnings.

I remain fully cooperative and willing to provide reasonable documentation. However, I respectfully request CasinoGuru’s assistance in ensuring fair and timely resolution of this matter and processing of my CHF 1,900 withdrawal.

Attached:

– Withdrawal status screenshot

– Support correspondence

– Terms & Conditions clause (72-hour verification statement)

– Sunrise utility invoice

– Proof of prior withdrawals

I hope this case can be reviewed and resolved fairly.

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.

Dear IrinaG,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you for your response.

I would like to clarify an important timeline detail.

More than one week passed after my initial verification submission before the casino introduced a new request for a driving license, despite the fact that I had already submitted:

• Government-issued passport

• Selfie verification with ID

• Official Swiss utility bill (Sunrise)

• Previously verified payment method

• Prior successful withdrawals on this account

At no point were discrepancies explained.

The additional driving license request was introduced only after extended delay, rather than being requested together with the previous documents.

While I remain fully cooperative and willing to provide reasonable documentation, the sequential introduction of new verification requirements over time, instead of a complete list upfront, raises concerns about the proportionality and consistency of the process.

Best Regards

Dear IrinaG,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

no resolution no money back they also made it seam that i made some bets and funds are gone now

they are scamers who scam people and nothing more

DearIrinaG , thank you for your reply. 

I am sorry to hear that, but I understand. Since you have decided to play your winnings, I’m afraid there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.