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Black Label - Non payout


Resolved - The submitting complainant has informed us that this issue has been resolved and that they have received their funds.

Read our Black Label Casino Review.

Player's Complaint

I have requested a withdrawal as I won 2500 euros. There was no bonus involved and I deposited over 200 euros to play.

The withdrawal policy states I have to upload documentation. After the request I received an email telling me to reply to the email with my documents, so I did. I also sent my documents to [email protected] as this is the only email I can see for the company. Both emails came back as not being able to be delivered. I spoke to the 24/7 online support which seems a little sketchy and they have informed me that they have received the documents but they need to be verified by finance and it could take up to 5 days. I have taken screen shots of all contact through the online chat in case I need it for evidence. I was also asked to verify my phone number and was called by someone named "EDIT" who done this. He called me the number: [EDIT]". I have read on your website that a few others have had problems with this casino, they seem happy to take your money but won't pay out. Not only have I lost money overtime from making deposits but when I finally have a win I am unable to receive it. Any help or support with this would be appreciated as I don't want to lose 2500 euros.

Read the casino review

5 Responses

User icon
February 2, 2021

Hi chinner82 - welcome to!

As a UK citizen you should only be playing with operators that hold a UKGC license. Black Label Casino do not hold a UKGC license and as such are breaking UK law by accepting your custom.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.



User icon
February 2, 2021

Thank you so much for your response. I reveived two replies on sunday and Monday informing me that they are processing my withdrawal "as we speak". Today ive been told the documentation is still being verified and once (or if) they are verified it will take a further 5 days. No one seems to be verifying documents to prevent pay out and ive been informed to "wait a bit and i will get an email".

User icon
February 4, 2021

Update. After playing on this website for the last few months with deposits of around 1500 pounds. I received an email yesterday informing me "I see there has been a delay in the verification which truly does not happen.

I see your withdrawal will be finishing processing tomorrow, therefore, I would like to ask if you can send me all documentation". I have logged in this morning and checked status, still pending. Once i got home from work i attempted to login and now when i login i get a notification informing me "banded country, you cannot access from your country. This is the first time this has haopened and now i dont have access to my account (i do however have screen shots and communication saved). This casino has now locked me out to prevent paying me the 2500 euros i won.

User icon
February 11, 2021

Update. Money received today (11th February). Did you contact them? If so i guess it worked and thank you.

User icon
February 14, 2021

Hi Chinner82,

Thanks for letting us know - it is appreciated!

We did contact the operator and they've just got back to us to let us know you've been paid.



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Chinner82 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Black Label
  • Prism Marketing

February 2, 2021

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