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Pending Withdrawals of €15,000 and Withheld Bonuses at Casino Lab

I am writing to request your mediation regarding a serious issue involving non-payment by Casino Lab. I currently have three pending withdrawals of €500 each, totaling €1,500, which have not been processed.

My account was fully verified and approved in July, after I won a substantial prize of €50,000. Since that big win, I have received only a single payment of €500, and from that point on, all subsequent payments have stopped completely.

I have contacted customer support several times, both via email and live chat. On every occasion, the agents assure me that everything is in order and my account is in perfect standing, but the money is never transferred.

Since my identity was successfully verified in July and they have not provided me with any valid explanation for these delays, I feel that the casino is deliberately withholding my funds. I am asking for your help in contacting Casino Lab to resolve this situation.

I am attaching supporting evidence.

Thank you in advance for your attention and assistance.

Levantamentos pendentes de €15000 e retenção de prémios no Casino Lab

Venho por este meio solicitar a vossa mediação devido a um problema grave de falta de pagamento por parte do Casino Lab. Atualmente, tenho 3 levantamentos pendentes no valor de €500 cada um, perfazendo um total de €1.500, que não são processados.

A minha conta foi totalmente verificada e aprovada em julho, após ter ganho um prémio substancial de €50.000. Desde esse grande prémio, recebi apenas um único pagamento de €500 e, a partir desse momento, todos os pagamentos seguintes pararam por completo.

Já contactei o suporte de apoio ao cliente várias vezes, tanto por e-mail como por chat ao vivo. Em todas as ocasiões, os agentes garantem-me que está tudo em conformidade e em perfeitas condições com a minha conta, mas o dinheiro nunca é transferido.

Uma vez que a minha identidade foi validada com sucesso em julho e não me apresentam nenhuma justificação válida para estes atrasos, sinto que o casino está a reter os meus fundos deliberadamente. Peço a vossa ajuda para contactar o Casino Lab e resolver esta situação.

envio em anexos provas.

Agradeço desde já a vossa atenção e assistência.

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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 AnaPereira90,

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