Casino Lab - Player is struggling to pass the KYC.

I have had an ongoing problem with CasinoLab now for well over a month. Upon signing up they said my account was successfully verified and I was able to play/deposit with no problems.

However upon winning I attempted to withdraw £400. I was then asked to send documents to verify my account.

I sent my passport, proof of adress and payment method all of which were accepted. They then asked for my marriage certificate and old passport. Again I supplied these and I was then told I had been verified.

they then emailed me to say they wanted a picture of me and my passport with a note. I have again supplied this and yet I am still waiting.

live chst says I can’t access it, there response to my emails are minimal and I don’t understand why I still haven’t received my withdrawal.

Dear Heather,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It usually takes a few days to fully review all documents.

When exactly did you send the last document?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you for your response.

I last submitted a document 13/4/2021.

and I am still awaiting a response. It won’t let me into my account so I will try to recover the communications between us for you to view but their emails to me are minimal.

Thank you very much Heather for your reply. I will now transfer your complaint to my colleague Nick 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.

I would like to ask Casino Lab to join us and help us resolve the player's issue.

We haven't receive any answer from the casino yet. If we won't get any respond within the next 7 days, the complaitn will be closed as unresolved.

We have received an e-mail from the casino explaining the case even further. The player was accused of breaching the casino terms and that's why was here account closed. Based on the e-mail received from the casino, I would now like to ask Casino Lab to send a proof of their statement. Please send it to nikolas.b@casino.guru. Looking forward to your answer.

Hi Nikolas,

kindly note that we provided all the necessary evidence for this case.

We didn't receive any response yet, please let us know if anything else is needed.

Regards,

Casino Lab Team

I have no idea why the above has happened and have received no explanation or evidence from the casino even though I have requested it several times?

Dear Heather,

After we received evidence from the casino, we can confirm that we won't be able to help you further with this case as it is clearly seen that the documents required for the verification were faked. I'm really sorry but in cases such as these, there isn't anything we can do. Is there anything else we can help you with?

The complaint will now be rejected based on the above mentioned reasons.