Casino Lab - Player’s struggling to complete the account verification.

I am aware it may be a little early, as it has only recently passed the promised timeframe (72h) for the verification to be completed.

However, I am getting a little worried, as it seems to be a common issue with that casino, that they tend to prolong the process for even weeks, when it comes to bigger withdrawals.

In my case the totalling sum of 1175 is made up of two withdrawals made within a short time period (970 + 205).

On my first attempt of uploading the documents on their website, I seemed to have issues with it, as upon uploading my ID as the first one, it just got sent as ID, PoA and payment method confirmation - all at once, without letting me to reupload. So, I had to reupload it from my mobile, which then worked fine.

My ID was approved straight away, rest of the documents are still pending (100% sure these are fine, as I used them on different websites - i.e. council tax bill and HMRC letters).

I did sent a message through the online form to double check if they received it all after the problems I encountered - no reply as of yet.

Live chat service not present - bot only, telling you to send an email, which they don't reply to.

Also, at the same time as I was uploading, I sent an email to support with the same documents, to be on the safe side and I told them I had issues, so this is just in case - you guessed it, no reply either.

Tried both phone lines, UK and Ireland - none of them work.

Had a few withdrawals with them in the past and never ever had any issues.

And again - I am aware it may be early, but considered all the stuff I read about them and how they tend to act with any big-ish withdrawals, I'd rather act now.

Dear Natalia,

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.

Have you been advised what specifically seems to be a problem in verifying your account? Do I understand correctly that this is not the first attempt to withdraw your winnings? If you’ve received payments from this casino in the past is this an additional verification or any of your personal details have changed recently?

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

I do understand the process itself, but to me it is just a joke to make it that long and not even communicate with the player properly.

The withdrawals that I made before were smaller, prorably in the range between 100-250. Verification was requested only now, upon attempting to withdraw bigger money. Details have remained the same since I opened my account.

And as of yet (since the time of upload, 26th of March) I am only getting responses saying that they appreciate my cooperation, patience, and the process takes up to 72h (even when I emailed them about it well after that time has elapsed), so seems like they're stalling and just putting me off.

For example, one day they emailed me that they passed it [the documents] to their verification department, after me asking them about the progress on the next day - I got the exact same response. It just seems like they don't really bother, just send you textbook-like answers.

They did not give me any reasons or information to explain the delays - I am sure that my documents would never cause any issues, like I mentioned before, they were always accepted and respected elsewhere. Casino Lab also mentioned them as acceptable.

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

Okay, thank you, appreciate your help and time, guys. I am hoping for the best too.

Hello Natalia!

From now on, I will take care of your complaint. I would like to ask Casino Lab's representatives to join this discussion in order to help us resolve this complaint.

Hi, thanks for getting in touch. I haven’t had any response from Casino Lab yet. Appreciate your help.

I wanted to update you on my case. My documents were finally approved and I was verified a few hours ago. Both withdrawals were processed shortly at the same time. 

So far I received 205 pounds, which was requested as a second withdrawal, 970 was processed but still due to reach me. Initially, there was a small time window between them (less than an hour).

My point is, withdrawals in the past reached my account nearly instantly after being processed. 

I'm hoping that does not mean any further issues.

If you don't mind, I'd like to keep the case open for a little while until this has cleared up.

Regards

Natalia

Hi Natalia,

Thank you for getting in contact with us, and we are sorry to hear that you have experienced a delay with the processing of your withdrawal requests.

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. Unfortunately, these checks can sometimes take a bit longer than anticipated, and we apologize for any inconvenience this may cause.

We can confirm that yesterday, your documents have been approved and your withdrawals have also been released. Given that these were credit card withdrawals, 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

Hello Natalia!

I am delighted to read some good news in this case, please let us know when you'll receive all your funds.

Hello 🙂

I received the second withdrawal today, early morning, so I guess it's finally safe to say - case closed.

Team Guru, thank you for your help with the whole process :)

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.