Casino Lab - Player’s criticizing lengthy verification process.

Hi, I made a withdrawal of £700 over 2 weeks ago. I was asked for verification details which I uploaded straight away. I was advised that it would take 48 to 72 hours to verify my documents and then my withdrawal would be processed straight away.

However they have been have been stuck on 'Pending Verification since then.

I was told a week ago by their support team via email that it had been passed to the relevant department to be handled with high priority, but my documents have still not been verified and my withdrawal is still pending.

I now cannot get hold of anybody at Casino Lab at all. They have closed their phone lines, their live chat is off line and they are not answering any emails.

There was no bonus involved and the withdrawal has been requested back to my debit card, which is the same method that I deposited with.

Any assistance that you could provide in helping me get my withdrawal processed would be very much appreciated.

Thank you

Dear Alexandra,

Thank you very much for submitting your complaint. 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.

It’s quite usual for this process to take a couple of working days to be fully completed.

Have you been advised what specifically seems to be a problem in verifying your account?

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

There doesn't seem to be any specific problem. My ID and address verification documents were automatically approved straight away.

But the photos of my debit card are still stuck on 'pending review'. There should be no problem with approving the photos of my debit card, the pictures of the front and back of the debit card are clear and the card is in my name. It just has not been reviewed yet.

They keep apologising that it hasn't been done yet and saying that they are emailing the relevant department to action it as a priority. However both the verification of my debit card and my pending withdrawal are still just sitting there pending.

This is the last email that I received from them last week:

"Thank you for contacting Casino Lab Support with your request.

After checking your account I can confirm that the stipulated time given for verification has been surpassed and I will be escalating this to the relevant department immediately. Apologies for any this might have caused and I would like to thank you for your continued patience and understanding.

Rest assured the relevant department will be in contact via E-mail a soon as possible.

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."

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

I looked at your complaint and will do my best to help you. I would like to invite Casino Lab into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Hi Alexandra,

Thank you for contacting us, and we are sorry to hear that you have experienced this issue with our casino.

Understanding your frustration, please let us point out that as a regulated casino, we are obliged to carry out all the necessary verification checks on our players. This can sometimes take a bit longer than anticipated, especially in times of high level of player contacts, apologies for any inconvenience this may have caused.

We have now been in contact with the relevant department and can confirm that your verification has been completed and your withdrawal has also been released yesterday. Since it is a credit card withdrawal, please allow up to 3 working days for the funds to arrive to your account.

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

I received my withdrawal this morning. Thank you Casino Guru...I have no doubt that your involvement helped greatly with this.

Dear Alexandra,

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