Casino Lab - Povlačenje igrača je odgođeno.

Dear Casino Guru Team,

After making a withdrawal of I believe £1258 (sorry I’m not exactly sure as my account has been blocked so I can not check, but definitely £12xx) from Casino Lab on 11.12.2020 and waiting the 3 day maximum withdrawal time I had still not received my withdrawal. I then tried to log into my account to see if my withdrawal was processed however I could not as my account had been blocked. I contacted the live chat and was told I should not worry as the withdrawal has already been processed and the latest I would receive it 16.12.2020. The 16th had passed and I had still not received my deposit and my account was blocked. I messaged live chat again who apologised and said I will receive an email apologising for the delay and explaining why my withdrawal has been delayed. This was a lie.

A few days later I contacted the complaint department as I still had not received my withdrawal. They replied saying they are currently doing some security checks. After waiting another two weeks I have still not received my withdrawal and have chosen to open a complaint with IBAS. As Casino Lab are not on the registered operators list on IBAS I have had to email them for help with opening the case and I am still waiting for a reply. This has all been the most terrible experience I have ever encountered. I have not received any help and have been consistently lied to whereas I just want the truth and a date on when I will receive my deposit.

Dear Moe2711,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please indicate whether you passed the KYC (verification)? Have you made any successful withdrawals before? Did the casino specify the reason for blocking your account?

Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or you can post it here).

Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina, I have not submitted any verification such a ID and proof of address. However only because I have never been asked to. They just blocked my account as soon as a made the withdrawal. They have told me that they are just carrying out a routine security check but I have no idea why this is taking nearly a whole month already. This is also why they blocked me citing security. I am happy to send verification but they have not asked. I believe they are just delaying and have no intention to pay out.

This is just my first withdrawal attempt. I will send you a copy of the emails I have received from Casino Lab to the address above. Thanks.

Thank you very much Moe2711 for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thanks Kristina.

Hello Moe,

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

Hi Villiam,

As I was explaining to Kristina. Casino Lab have just told me they are doing a routine security check. I would expect a security check to take only a few days. It has now nearly reached 4 weeks since I requested a withdrawal. That is all they have told me, they have not asked me to verify anything so I do not know specifically what they have been checking this pass few weeks.

Hi Moe,

Thank you for contacting us.

After reviewing your account, we can see that an e-mail was sent to you today from our verification team confirming that the security checks have been completed. Apologies for any inconvenience this delay might have caused.

We can confirm that your new withdrawal request has been approved, and is set to be released by the end of today. You should be receiving the funds in the following 1 to 3 working days.

Should you have any questions, please do not hesitate to contact us, we would be more than happy to assist!

Kind Regards,

Casino Lab Team

Hi Villiam, Casino Lab have finally released my funds. Thank you for all your help. Best Regards.

Dear Moe,

did you receive your funds already? Can I consider this complaint as resolved?

Dear Moe,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi Villiam, sorry for the late reply. I have received the funds. Thank you for all your help!

Dear Moe,

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