Casino Lab - Player’s experiencing difficulties withdrawing his winnings.

Deposited under the welcome bonus for 100% bonus match and 300 spins.

Proceeded to win on free spins and complete the wagering on them ending at £105 set to withdraw

2 days later I win again on a different set of free spins at £85 after wagering complete, this time I set the withdraw at Paypal after I deposit £10 more as the PayPal withdrawal time is listed as "Instant".

It's now been 4 days and I have not had a single reply from either live chat or a response to any of the 5 emails I have sent.

My account is listed as fully verified however I have also emailed in verification documents just in case, all of which have only received me an automated email in response.

From other responses, this seems to be a repeating complaint.

Dear Sleathy,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. 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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela,

Many thanks for the swift reply, thank you for the advice on leaving the withdrawal for a bit longer I shall go ahead with this, predominately the main reason I made the complaint early was from seeing the various other complaints all with the same issues as me and mostly due to the fact I have been contacting them via email/live chat and all to no reply.

I shall wait longer and see if there are any changes, is there any issue that my actual withdrawal hasn't even made it past the pending stage yet?

Many thanks

Sleathy

#Also it seems like the amount on the original complaint is wrong, I had meant to enter £190.33 but seem to have placed the 0 in the wrong space as you can compare with the screenshots I had provided

Is there also an issue that I have made a withdrawal via PayPal which is listed as an instant under their guidelines and this is also stuck under the same pending issue.

I've also tried to get in touch with them via their complaints email and it seems like every version of email is just outright ignoring me, so I'm unsure of what to do

#Update I have now received a reply to my complaint saying it has been escalated to the relevant teams, hopefully this will increase the speed of withdrawal

Hi Again, it's now passed a week since I have first started my withdrawal and I only have seemed to received one email saying they will keep me updated

It strikes me as they're using stalling tactics as described in nearly every complaint against said casino

I fully understand your frustration, Sleathy. However, I will set the timer for additional 7 days and if there’s no development by Thursday next week, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Okay thank you for the update, hopefully something has changed by then but as it currently stands I don't have much hope

Hopefully, you will receive some good news before that. Please keep me informed.

Hello Sleathy,

Have there been any developments since our last conversation?

Dear Sleathy,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.