Casino Lab - Povlačenja igrača su odložena.

I made first withdrawal 15.7 and after week or so i needed to verify my account.

I sent all documents that i got asked quickly and then they checked the documents for like week or two so really slow..

I kept asking them what's the situation with my account verification and they answered 3.8.2026 that i need to upload Proof of Address which is odd because i uploaded a valid official Proof of address weeks ago.. So i provided them 2 official Proof of Addresses.

Finally 11.8.2026 they told me that my account was verified.

After they told me that my account is verified they suddenly cancelled all my queued withdrawals for some odd reason they couldn't tell

They told me now few days ago that they are STILL waiting for my Proof of address... I'm not understanding this.

I have provided all documents they have asked but still this process is not going forward.

There is screenshot of the message they said that my account is verified + whole email conversation with Casinolab.

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Hello,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please explain what kind of document you sent to the casino for verification of your address?
• Have you received any communication indicating the status of your latest document submission?

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,

Attila

Yes i am aware that KYC is necessary but that's not the problem here.

I sent certificate of residence from goverment + an bank statement with the same address.

So i gave them 2 different choices so they can decide what's better

They haven't answered to me yet when i asked the situation with my proof of address.

I have sent those 3 times now but still some how my account is not verified

Thank you for the clarification.

Could you please forward the proof of address documents that you submitted to the casino but which were not accepted for verification? In particular, please send us the certificate of residence and/or bank statement that the casino was unable to verify.

You can send the documents directly to my email at attila.g@casino.guru.

Thank you in advance for your cooperation.

Dear Alexvesaharju,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.