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My account has been blocked I don't know why when I try to log in I see the text "Your account is currently blocked because you have requested to self-exclude" I didn't do it so I don't know what is going on. no reply chat not working I won 1000 pounds .. sending e-mail no reply

Dear Mat677,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you ever requested your account to be closed or suggested a gambling problem when communicating with the casino? Could you please advise if you have self-excluded yourself from any other casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

so once I excluded myself from others .. but why could I pay 300 pounds and it was not a problem but when I started asking about the payment, they faded me

I played for a few days I deposited 300 pounds. I won the 1000th they wanted the document I sent it. I went to the chat and asked when the account will be fully verified, they said that they need time. when I logged in later I see the message that I am excluded I do not know what the casino is about, it's some kind of scam

Thank you very much, Mat677, for your reply. I have checked the casino license, and this is what I found https://beta.gamblingcommission.gov.uk/public-register/business/detail/domain-names/45235:

Could you please advise if you have self-excluded yourself from any of the abovementioned casinos and what was the reason?

excluded myself from vegas hero. reason I was not satisfied with what they offered me

Have you saved, by any chance, the email or communication from the abovementioned self-exclusion request? If yes, please forward it to petronela.k@casino.guru.

I have checked the Responsible section, and this is what I found https://www.casinolab.com/en/responsiblegaming:

"Self-exclusion

If you wish to take a more enforced break from gaming for a pre-determined period due to responsible gambling concerns, you can request to Cool-off by clicking here.

If you feel that you need to take a more extensive period away from the casino as gambling is causing you any problems, you can Self-exclude by clicking here.

Please note that withdrawals will not be processed any faster and you will not be able to reopen your account at any time until your cool-off or self-exclusion period has elapsed and the self-exclusion will apply to Casino Lab only."

It seems that the self-exclusion should have been applied for specific casinos only and not through the entire platform. Could you please advise if you have mentioned gambling problem when requesting self-exclusion from the previous casino? Looking forward to hearing from you.

but I did not exclude myself from the casino lab. they did it for no reason and no reason .. I excluded myself from another casino because I was unhappy with it

I understand. Have you saved, by any chance, the email or communication from the self-exclusion request from Vegas Hero? Have you mentioned, back then the gambling problem?

No. unfortunately I don't have these messages anymore

Have you mentioned, back then the gambling problem?

I was looking for and got such an email from Vegas hero...

Hi Mateusz

We have been informed that our UKGC license is being temporarily suspended with immediate effect.

Vegas Hero always having player protection as the top priority and focus, with ongoing efforts and features being implemented continuously.

We would like to share more information as to why this decision was taken however, we are still reviewing this with the UKGC.

Therefore, with immediate effect your account has been restricted allowing you to only withdraw your funds.

Once you request a withdrawal on your account, we will do our upmost to process it ASAP.

We will be working extremely close with the UKGC to resolve this situation as soon as we possibly can.

Should you have any questions or concerns please contact customer support at support@vegashero.com who are on hand to help.

got this e-mail from Cassino Lab. How should I understand that

Dear Mateusz,

Thank you for contacting Casino Lab Support with your request.

After checking your account I can confirm that the stipulated time has been surpassed, the timeframe to check the withdrawal is up to 72h, so I will escalate this to the relevant department immediately.

Once the process is completed, we will e-mail you. Thank you for your patience.

Apologies for any inconvenience this might have caused, and I would like to thank you for your continued patience and understanding.

Please note that your account is blocked till 10/05/2024 at 01:03:03 GMT, due to sister casino.

Thank you once again for contacting us and if you need anything else, do not hesitate to contact us. We are always happy to assist you.

Kind Regards,

Sara

Casino Lab Support Team

support@CasinoLab.com

LICENSING AND REGULATION

This website CasinoLab.com is operated by Genesis Global Limited of 28, GB Buildings, Level 3, Watar Street, Ta’ Xbiex, XBX 1301, Malta. Genesis Global is a company incorporated under the laws of Malta with registration number C65325, that operates under a Class 1 on 4 license number MGA/CL1/1150/2015 issued on 5th August 2016, which is licensed and regulated by the Malta Gaming Authority and also regulated by the UK Gambling Commission, with License Number 000-045235-R-324169-008.

GAMBLING CAN BE ADDICTIVE. PLAY RESPONSIBLY: https://www.CasinoLab.com/responsiblegaming

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Thank you very much, Mat677, for your replies. A few more things please before we'll contact the casino.

• Could you please clarify if you have ever mentioned a gambling problem when requesting an account closure with any sister casino in the past?
• Have you been advised about any refunds from the Casino Lab?
• Was the deposit of £300 the only one you have placed in this casino?

Looking forward to hearing from you.

never mentioned the gambling problem. the only email I got from them is what I wrote above. yes, 300 pounds is the only payment for a casino lab

the most important question is whether I will get my money back or all is lost

Thank you very much, Mat677, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 Mat677!

From now on, I will try my best to help you with your issue. I would like to invite representatives of Casino Lab into this complaint in order to help us resolving your issue.

Dear Mat677,

We have looked into your account and can confirm all your withdrawals were paid out yesterday for you.

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

Hello Mat677!

Please let us know, when you'll receive your withdrawal. I will set the timer for 7 days.

Hello. I got all my money now. thank you for helping the topic to close

Hello Mat677!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.