Casino Lab - Player’s questioning verification process.

Took a while for documents to be processed that's all done been waiting for my withdrawals for over 2 weeks now they want to phone me to verify before paying my winnings out never heard of this feel just trying delay it longer

Dear Steven,

Thank you very much for submitting your complaint. I understand that it might sound strange, but please understand, it is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. It seems that the casino has a strict verification process, but a phone call is not unusual.

I recommend you cooperate fully, arrange the time for a phone call when it’ll be convenient for you, if possible, and don’t miss it. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Please let us know if this advice was helpful. If not, we will intervene. Looking forward to hearing from you.

Best regards,

Petronela

I don't mind the phone call but shouldn't be waiting this long for a withdrawal to be processed as I've looked at reviews it seems to be a common issue with this casino and not everyone has a phone call

Had the phone call today said have money in 2 to 5 working days.so spoke to support and she said yes you had the phone call they need to just review it now.but wait 2 to 5 days for payout so don't know what's going on now

Now saying when finished security checks then email me really all documents approved phone call fine what else there left to do

Still waiting they still saying doing final security checks

I fully understand your frustration, Steven. I will set the timer for additional 3 days and if there’s no development by Thursday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

This what they said today

I have looked into this for you and the relevant team is still reviewing your account. I apologise for the delay and inconvenience, however the relevant team is experiencing a high workload at the moment. I understand that this should not affect yourself, however unfortunately this has meant in delays in account verification. I will send a reminder so that your account is looked into as soon as possible for you, should you not hear back by Thursday, please contact us again

Don't understand what's left to virify

I fully understand your frustration, Steven. I will set the timer for additional 6 days and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your verification and withdrawal. Thank you in advance for your patience.

They still messing me about can you possibly see what's going on please

Thank you very much, Steven, for your reply. 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.

Thanks

Hello Steven,

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?

Dear Steven,

We are sorry to hear that you are experiencing delays with your withdrawal request.  

We have checked your account and we are following up with the relevant department to provide us with further details on your withdrawals.

please let us point out that as a regulated casino we are obliged to carry out all the necessary security checks on our players and their requests. Unfortunately, this can sometimes take a bit longer than anticipated, but rest assured that we will providing you with an update on your account as soon as possible.

In the meantime should you have any further queries, please do not hesitate to contact us back.

Kind regards,

Casino Lab Team

What security checks passport address bankcard and phone call are ok.plus doesn't take over 3 weeks .you been saying same thing for 3 weeks so what final checks you doing

Paid me 3 payments missing a payment of 140 want bank statements now prove hasn't gone in how come 3 reached me fine and not one

Dear Steven,

We can confirm that all 4 withdrawals have been paid out on the 29/08, kindly allow 3 to 5 working days for all withdrawals to reach your bank account, depending on the speed of your bank.

Thank you for your cooperation and should you have any further queries, please do not hesitate to contact us back.

Kind regards,

Casino Lab Team

Dear Steven,

let me know when you'll receive your winnings, please.

Only received 3 payments find it strange that 3 went in same time and I'm waiting on one to go in 140 hasn't gone in

Dear Steven,

Kindly allow until Monday in order to receive your last withdrawal if you have not yet received it.

If you still don't receive the Withdrawal by Monday, we kindly ask you to send us a Bank statement showing the transactions from the 29/08/2021 up until Monday.

Should you have any further queries, please do not hesitate to contact us back.

Kind Regards,

Casino Lab Team

Dear Steven,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Did go in in the end

Dear Steven,

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