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I first applied for withdrawal on September 1st and was told that it would be processed within 72 hours, but nothing changed and about a week has passed. When I chatted, I was told that this case would be escalated to the department. After a while I was told that my withdrawal was cancelled. And I will return the funds once, so please apply for withdrawal again. I was told that the funds have been returned to my account. However, the funds did not return to the account. I chatted many times after that and was told to report to the department. Then on September 16th, the funds were returned with an email. The email returned the funds, so please apply for withdrawal again, and I was told that I will give priority to processing. So I applied for withdrawal again on the 16th. Then it becomes the same again and the same exchange is continued many times. I'll report this case to the department. Wait for the email and I'm told that it's okay to ask what the problem is, so I'll investigate the problem.

初めに9月1日に出金申請をしました、72時間以内に処理すると言われたが何も変わらず1週間程経過しました。チャットをしたところこのケースを部門にエスカレーションすると言われました。しばらくしたら出金がキャンセルされたと言われました。そして一度資金を戻すのでまた出金申請してくださいこれで資金はアカウントに戻りましたと言われました。しかしアカウントに資金は戻りませんでした。その後何度もチャットしたが部門に報告すると言われました。その後9月16日にメールと共に資金が戻りました。そのメールで資金は戻りましたので再度出金申請をしてください、優先的に処理をしますと言われました。　　なので16日に再度出金申請をしました。そしたらまた同じになり同じやり取りを何度も続けています。　　このケースを部門に報告しますメールを待ってくださいと、何が問題かを尋ねても問題は無いです、なのでその問題を調査しますと言われました。

Dear 匠利,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Do I understand correctly that the KYC hasn't been initiated yet and your account is still unverified?

Yes i understand

After checking, I was told that it is not necessary to submit kyc.

I will submit it if it is necessary, but it is strange that I first applied for withdrawal on September 1st and I still need kyc, so I am not told to submit it.

And the reason why you can't withdraw money is not said to be kyc.

By the way, my friend has withdrawn about twice at the casino lab, and at that time kyc has not been submitted and is not said to be necessary.

I've been withdrawing money at various casinos, but it's the first time I've been waiting so long and I don't know why.

So I was in trouble and consulted with Casino Guru.

I don't understand the reason or the cause, and I don't understand the meaning of waiting forever and exchanging the same content over and over again in chat.

I don't feel like trying to solve anything.

はい理解してます。

確認した所kycの提出は必要がないと言われました。

必要と言われれば提出しますが初めに9月1日に出金申請をして未だにkycが必要なので提出してとは言われないのがおかしいです。

それに出金できない理由がkycとは言われません。

因みに友人はカジノラボで二回程出金しています、その際kycは提出してないですし必要とも言われてません。

いろんなカジノで今まで出金をしていますがこんなにも待たされて理由もわからないのは初めてです。

だから困ってカジノグルさんに相談しました。

理由も原因もよくわからずいつまでも待たされチャットで何度も同じような内容をやり取り続ける意味がわかりません。

何も解決に向かう気がしません。

Dear 匠利,

Thank you for contacting us, and we are sorry to hear that you are experiencing delays with your withdrawal request. 

We have reviewed your account and we have been in contact with the relevant department in order to provide us with an update on your withdrawal as soon as possible.

In the meantime should you have any further queries, please do not hesitate to contact us back.

Kind Regards,

Casino Lab Team

We have confirmed your account and contacted relevant departments to provide you with the latest information regarding your withdrawal as soon as possible.

It's been almost a month since I was told the same thing over and over again in chat.

It's a pity that nothing goes on after being told that.

Casino Lab is easy to use and I wanted to play again, but even if I say that I will email immediately, it will not come at all.

I know if there's any reason here, but let me really trust you, I hope those words aren't lies.

私たちはあなたのアカウントを確認し、あなたの撤退に関する最新情報をできるだけ早く提供するために関連部門と連絡を取りました。

それはチャットで何度も何度も同じような事言われてもうすぐ一か月経ちます。

そう言われて何も進まないことがとても残念です。

カジノラボは使いやすくてまたプレイしたいと思ってましたが早急にメールをすると言っても全く来ないです。

何かこちらに理由があるのであれば解りますが、本当に信用させてください、それらの言葉が嘘じゃないこと願います。

Thank you very much, 匠利, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello 匠利,

I looked at your complaint and will do my best to help you. I would like to invite Casino Lab into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Thank you Thank you for your cooperation.

As I wrote at the beginning, on September 1st, I cleared the bonus conditions and applied for withdrawal with Ecopaise. Of course, deposit is also Ecopaise.

I didn't get any contact, so when I asked by chat, I was told that it would take 72 hours and I could confirm it in 3 to 5 business days. As soon as I got confirmation, I was told that Ecopaise will deposit the money the next day.

However, after a week, nothing changed and when I asked in chat again, I was told that I would escalate this case to the department in charge and email it as soon as possible. After a while, the withdrawal failed, so I will return the funds to my account once, so please apply for withdrawal again, and I was told that your funds have been returned. However, the funds did not return and I asked again in the chat, and when I was told the same content, I escalated this case and emailed it as soon as possible. And the money came back on September 16th. So I applied for withdrawal again. Then I went back to the beginning.

The answer was the same no matter how many times I chatted. So I asked if I needed kyc, but I was told that I don't need it now, I asked if there was anything I could do, but I was told that I didn't have it for now. When asked what the problem was, there was nothing more we could do or there was no particular problem, so he was told that he was looking for that problem. So I've been having barren exchanges for almost a month, and nothing has been resolved. I couldn't do anything, so I relied on Casino Guru

ありがとうございます協力に感謝します。

初めに書いた通りですがまず9月1日にボーナスの条件もクリアし出金申請をエコペイズでしました、もちろん入金もエコペイズです。

何も連絡が無かったのでチャットで尋ねた所、72時間かかり3〜5営業日で確認取れますと言われました。確認が取れ次第エコペイズなら次の日には着金しますと言われました。

しかし一週間経っても何も変わらずまたチャットで尋ねた所、このケースを担当部門にエスカレーションして早急にメールしますと言われました。　　しばらくして出金に失敗したので一度資金をアカウントに戻しますので再度出金申請してください、これで貴方の資金は戻りましたと言われました。　しかし資金は戻らず再度チャットで尋ねた所、また同じような内容を言われこのケースをエスカレーションして早急にメールしますと。　　そして資金が戻ってきたのが9月16日でした。　なので再度出金申請をしました。　　そしたら初めにまた戻りました。

何度もチャットでやり取りしても答えは同じでした。　　なのでkycは必要ですかと尋ねたが今は必要無いと言われました、何かこちらがやれる事ありますかとも尋ねたが今の所は無いとも言われました。　　何が問題か尋ねても私達に出来る事はこれ以上無いとか特に問題は無いです、なのでその問題を探していますとも言われました。　　なので不毛なやり取りを一か月近くずっと続けています、何も解決に進まないのです。　どうする事も出来ない　だからカジノグルを頼りました

I asked Casino Guru to send me an e-mail, but nothing was solved.

あの、カジノグルさんを頼ってメールなどしましたが何も解決しないです

We would like to ask the Casino Lab to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear 匠利,

We have looked into your account and can confirm that your withdrawal was paid out on the 04/10/2021. Please allow 3-5 working days for the funds to show in your account.

Should you have any further queries, please do not hesitate to contact us.

Regards,

Casino Lab Team

After confirming, the funds have entered Ecopaise!

One month after applying for withdrawal, I was finally able to withdraw!

We thank you for your cooperation! thank you very much!

I'm glad I thought I couldn't withdraw money anymore.

Problems that cannot be solved by the casino and the player alone will be helpful if there is a site like Casino Guru.

thank you very much!

確認した所資金がエコペイズに入りました！

出金申請から一ヶ月、ようやく出金できました！

ご協力に感謝します！ありがとうございました！

もう出金は半ばできないと思ってたので良かったです。

カジノとプレイヤーだけでは解決出来ない問題もカジノグルさんのようなサイトがあると助かります。

ありがとうございました！

Dear 匠利,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru