Casino Lab - Player’s withdrawal has been delayed.

won 23000 on 6/11/2022. Made withdrawal on same day.

Submitted my id on 7/11/2022 of my own accord- had not been asked for it.

have contacted customer service chat every day since regarding withdrawal. Keep being told it’s with the relevant department and to be more patient. Still no money or contact from them 15 days later.

Dear Cappsie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Do I understand correctly that you have not passed the KYC verification yet?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

This will be my first withdrawal as I won the day I signed up.

The winnings were won without an active bonus.

I have had no contact from the casino, other than when I contact them. They have not requested any ID documents or anything from me. I spoke with someone in the live chat the day after I requested the withdrawal- I asked if I needed to verify my account- she said there was currently no request for documents but sent me the link to upload my ID documents; which I did.

I don’t know if I have been verified or not.

Thank you very much for your reply, Cappsie. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your casino account?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi Kristina

The withdrawal is still marked as pending.

I went onto the online chat last week and they advised that My ID and Address had been verified.

The live chat continue to say; No updates on the account, I apologise for the inconvenience this is causing you, but rest assured that when there is an update the relevant department will contact you.

I logged an official complaint through casino Lab complaint form. There emails to me state my complaint would be resolved by 30/11/2022.

I have been on the live chat today - and have been advised that the withdrawal is still pending - and the provider is still investigating.

please can you advise how this affects my case

Thank you very much, Cappsie, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Cappsie,

I've just reviewed your case and fully understand your concerns about the delayed withdrawal. In order to help you resolve the issue, I will contact the casino.

Dear Casino Lab, I'd like to invite you to join this conversation and take part in resolving the complaint. Could you please share more information from your side? Is it possible to specify the reasons why the player's withdrawal request hasn't been processed yet?

I'm looking forwards to hearing from you.

Best regards,

Natalia

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Cappsie,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Independent Betting Adjudication Service – an alternative dispute resolution service (https://www.ibas-uk.com/contact-ibas/), and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the UK Gambling Commission itself (https://www.gamblingcommission.gov.uk/public-and-players/complaints). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

Hi all,

we received a request from the casino to reopen this complaint alongside the following message:

Dear Cappsie,

Thank you for contacting us, and we are sorry to hear that you are experiencing delays with your withdrawal request.  

Understanding your frustration, 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 and we would like to apologize for any inconvenience this has caused.  

Your withdrawal is currently pending the game provider for review and we have sent for an update today, we kindly ask you to remain patient until we receive a response and we will be able to process your withdrawal. 

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

Dear Casino Lab team, I'll set the timer for you for another 7 days. I hope to hear more information from you in the set time frame, please let us know when there're any updates from your game provider.

Best regards,

Natalia

Still no money!

Hi Cappsie,

Unfortunately, we received no response from the casino again so I'll be forced to close your complaint as unresolved. I'm very sorry we couldn't be of much help this time. If you don't receive the money in the nearest time, our suggestion is still the same - please, contact the alternative dispute resolution service and the UK Gambling Comission.

Best wishes,

Natalia