Casino Lab - Player’s struggling to withdraw her winnings.

I made a withdrawal request on 07/06/21 and received one email from them confirming the have received my e mail this was on Wednesday 09/06/21 since then nothing, I went into mt pending withdrawal today and the status has changed from pending to cancel.

whatnis that supposed to mean.

Additional comments from the player:

"I requested a withdrawal from casino lab on the 7/6/21 and have had no joy with trying to contact someone

My status on the withdrawal has changed from pending to cancel, whatever that means, with no explanation

As far as I know I have broken no rules.

why is this casino so difficult to contact,

The £160 pounds owed to me is a lot of money and was looking forward to receiving it.

I requested a withdrawal on the 07/06/21 and had just one notification that they had received it this was on the 09/06/21."

"Have tried numerous times to contact them to no avail.

I went into my account yesterday 19/06/21 to find my withdrawal status had changed from pending to cancel.

I don’t understand as I have broken no rules as far as I know, they could as least have the decency to tell me what is happening,

Worst casino ever to deal with."

Dear marjlu,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I cannot verify my account as it says it doesn’t need any verification, they have enough verification, so how can I verify.

Also I have not been notified about anything regarding the withdrawal

Thank you, marjlu, for your reply. Do I understand correctly that you haven't been prompted to complete the account verification? You didn't upload any personal documents, right? Could you please advise if you have accumulated your winnings with or without an active bonus? Looking forward to hearing from you.

I can’t remember if there was a small bonus, but surely if you request a withdrawal it automatically wipes the bonus off

Yes and sorry I have nit been prompted to download any documents

One thing I have to say is I deposited by boku, but I have an active card on my account.

also the status on my withdrawal changed from pending to cancel which I don’t understand as I can’t use the money so it is sitting in my account.

If there was an active bonus, could you please confirm that you have completed wagering requirements before requesting the withdrawal? Thank you very much.

I am sorry I don’t get this, I thought if you withdrew before you used your bonus they took it back from you. I am pretty sure I never touched the bonus.

Why don’t they reply to emails it’s very frustrating when you can’t actually speak to anyone. Very bad manners too

I fully understand your frustration, marjlu. Could you please specify which bonus you have activated?

I have checked the general promotional rules, and this is what I found

https://www.casinolab.com/en/termsandconditions/generalbonus:

"Players need to wager the first four Welcome bonuses 40 times before they can withdraw the Bonus or any winnings gained from them."

It means that if you have activated any promotional offer, but requested a withdrawal before completing the bonus wagering, the bonus and the associated winnings would be forfeit. Could that be the reason behind the cancelled withdrawal? How much is your active balance now, please?

my balance is £160 the bonus was only something like £7.50.

in my experience if you try to withdraw under the circumstances you are saying it should not allow you to withdraw.

If you have not touched the bonus and I don’t think I did it would automatically forfeit the amount of the bonus.

if what you are saying is correct this casino should be severely reprimanded as it isn’t the practice that other casinos use. I need an answer from the casino which seeing as its 3 weeks now and they have not got back to me this is also bad practice.

I don’t know what to do now. Also shouldn’t the balance be put back into my account.

I feel so frustrated about all this.

I have just looked and it says that if you request a withdrawal before the wagering requirements are met only the bonus money will be forfeited. Which is what u understand.

so where do we stand now.

Sorry I didn’t answer all your questions, I have deposited more that 4times so this doesn’t apply.

There is just one more point I forget to say.

I have had withdrawals recently without all this hassle, so it can be anything to do with bonuses

Thank you very much, marjlu, 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.

They have now transferred my money back to my account, because I deposited by boku they have rejected it, even though I have a valid live bank card registered.

I tried to open a game but it wouldn’t let me saying something about not being able to play because my money is in withdrawal mode.

I wish I hadn’t heard of casino lab they have caused me so much stress

The money was put back into my account, but it comes up with a sign saying, I can use it because it is in withdrawal mode. I have mentioned I deposited by boku and the withdrawal was turned down, after 3 weeks of stress, it seems if you deposit by boku you can’t win. How ridiculous if they are not prepared to pay your winnings to a valid debit card which has been used to deposit on their site, they shouldn’t accept it as a deposit method. It took 3 weeks for them to come back with that. As a casino it’s a joke

Hello marjlu!

I will take care of your complaint from now on. I would like to invite representatives of Casino Lab into this discussion in order to help us reach a resolution.

Sounds like a good idea, but don’t hold your breath

Dear Marjlu,

We have looked into your account and can confirm your withdrawal was cancelled as you did not withdraw back to the correct payment method.

As stated in our email to you which was sent yesterday and our withdrawal page on site, when using Boku to deposit, you must withdraw your funds back to your bank account and not to your card.

Once this bank transfer has been requested on your account we will be more than happy to have this processed for you.

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

Regards,

Casino Lab Team

Thankyou, but can you explain why it has taken over 3 weeks to respond to this.

The stress and anger I have felt is unbelievable.

Surely someone could have told me this before now.

you chat line is worse than useless, you can’t ask anyone a question and get a quick answer anywhere.

Hello marjlu!

Thanks to the reply of the casino now we know what was the problem with your withdrawal. I would like to kindly suggest that you follow the instructions provided by the Casino Lab's team in order to proceed with your withdrawal.

Please, keep us informed about any future development.

I have done it, but again I ask you can’t speak to anyone, and it takes so long for a reply.

I am afraid the communications are not very good, when all you want to do is ask a question.

Why has it got cancelled again, I’m beginning to think I’ll never get the money.

you will have to explain what I have done wrong

Also where are the instruction by the casino lab team

Dear Marjlu,

We have looked into your account and can see you have requested your withdrawal correctly to your bank.

Your withdrawal is scheduled to be released today. Please allow 3-5 working days for the funds to show in your bank account.

Should you have any further queries, please let us know.

Regards,

Casino Lab Team

Thankyou, have no faith in my own ability

Dear marjlu,

Please let us know, when you receive your withdrawal.

I have received it Thankyou, all this could have been avoided if I had been contacted earlier, it all took far to long.

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.