The player from New Zealand cannot withdraw using his preferred payment method. He’s been trying to get in touch with the casino’s support, but no one is replying to his messages. Unfortunately, we were forced to reject this case because the player lost all his winnings before we managed to help.
Casino Lab - Player’s withdrawal has been delayed.
Amount: NZ$240
Casino Lab
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.8
Casino Lab has a Safety Index of 6.8, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
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3 years ago
I have made deposits using my mastercard debit which does not allow withdrawals back to it and i need bank transfer. It says in their terms and conditions that this can be done.
My main problem is there is no live chat. It says live chat but it is a bot and no matter what options i chose in the live chat i am directed to a message saying to email about my problem. I have sent an email 3 days ago and still no reply and no way to talk on live chat. Then when u send an email you get an auto email back saying not to send more as it will put you further down the que. It just sounds rude and lazy i shouldn't have to wait this long.
I made a withdrawal anyway to the debit knowing it would be reversed and after 3 days it was.
Why is there no response from anyone or no live chat? I am just left not knowing what i can do with my money? They will happily take the deposits though. I need a reply!!
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3 years ago
Dear Michael,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Would you be so kind and confirm that you passed KYC, please? Have you ever made a successful withdrawal before, or was this your first attempt?
If you’ve received any messages from the casino in the meantime, please, forward them to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
No this was my first time making a withdrawal from this casino. I ended up just spending the money on the account. It is still 6 days later and i have not received an email back about what i wanted. The only email i have had was an auto email saying about my withdrawal to my debit card declining. Useless casino very mad about it but just know not to use them in the future.
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3 years ago
Michael, do I understand correctly that you've lost all the money you wanted to withdraw?
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3 years ago
Unfortunately, there is nothing we can do for you under these circumstances as you lost all of your winnings, Michael. I understand that this situation would never happen if you could withdraw your winnings in the first place, however, we could help you only if you had some balance left.
Sadly, we are forced to reject this case. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
