Casino Lab - Player’s withdrawal has been delayed.

I am trying so, so hard to make a withdrawal from Casino Lab since the 14th of January 2021. They refused 2 requests by me to carry out my withdrawal by card, citing that you must withdraw with the same method that you deposited with. I noted this, at the time, however; eventhough I won €1240 by depositing with a paysafecard voucher - I had made many deposits using my registered debit Mastercard. I went on the live chat and spoke to Deelan and he arranged it so that I could withdraw using my card - it is all available on the livechat. However, I then had to go through the dreaded, but necessary verification process. To make a long story short, I am still awaiting my winnings of €1240 into my bank account after 3 weeks - after all their scripted emails promising me my winnings. I provided everything that they requested - passport id; proof of address and proof of bank card and screenshot of paysafecard account showing my email address and a bank statement. I have been through hell and back with this site. They have caused me stress and anxiety, and that is putting it mild. I want my money from this unscrupulous Casino; who in my opinion, should not be operating. They make up their own rules, keeping you hanging on, spinning yarns and untruths. They promise you your money, but by God, I am waiting over 3 weeks and no sign of it arriving.

Dear Brian,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment has been processed but never reached your bank account?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear Petronela,

Thank you for responding to my initial request. To be fair, I think waiting over 3 weeks for your winnings is unacceptable.

Casino Labs Processing times state "The minimum withdrawal is €10. Withdrawals are processed within 72 hours of placing a withdrawal request. A 2% fee (bit no less than €1) applies to all withdrawals ...

It has exceeded the 72 hour window and I keep receiving generic email messages from various representatives stating it is with the finance department and you will receive an email once it has been processed.

I have never experienced this before from any reputable Casino company - it is taking forever - but they are very quick to take your money.

To respond to your initial question, they are saying it is gone for Processing - so no, it is not processed fully in my book.

Are they understaffed at the moment, to say that every aspect from verification to emails and withdrawal requests are taking forever. It is extremely frustrating and stressful - I would not recommend using Casino Lab or any affiliate sister companies associated with Genesis Casino.

They keep promising and promising, but fail to deliver. Absolutely shocking. My last email response was from Andre 2 days ago. He just repeated what other Supervisors days before him said. It is gone for processing and you will hear back by email when it is completed. It's going on and on and on. I just want my money. Thank you.

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

Hi Brian,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casino Lab to the conversation to participate in the resolution of this complaint.

Hello Brian,

thank you for contacting us through Casino Guru.

Kindly note that we checked your account and we confirm that the refund of your winnings has been processed, our Complaints Team sent you a confirmation email this morning 05/02/2021.

Please allow up to 5 working days to reach you, if you will still have any issues with the funds, please do not hesitate to contact us and we will be more than happy to check further.

Best Regards,

Casino Lab Team

Hi Peter,

Thanks for getting back to me, I appreciate your help.

I note that the refund has been processed, finally. I have to warn other people thinking that they will receive quick payouts from Casino Lab - they best think again.

It has been a nightmare from start to finish. In total, I have been waiting since the 14th of January until the 05th of February to receive my winnings.

I urge other Casino users to pre-select casinos that provide efficient, upfront communication and that avoid stalling tactics. Also, please ensure members validate their accounts straight away and provide clear documents - asking the casino for exactly what they need to upload.

With Casino Lab, they are very vague with regard to documents. If there is one item missing, apparently the verification process resets to 72hours.

Overall, I would discourage people from joining Casino Lab - that is my experience and trust me, you will not be getting emails answered - they cannot be contacted by phone- they are saying it is under maintenance - okay? Expect to get scripted emails during the night with the same old spiel each time.

Do you think waiting over 3 weeks for your money fair?

You have been warned and I am certain other members here are familiar with their tactics. Steer clear of Casino Lab.

Thanks again,

Brian

Hi there,

Thank you both for your replies. Brian, does this mean that you received your funds?

Hi Peter,

Thank you for your reply. No, I didn't receive my funds, to date!

My bank will hopefully update at lunchtime, or at end of business today. If it does not appear in my account by the end of business, I will be getting worried!

I will, of course, update you, should I receive my overdue funds.

Kind regards,

Brian

Hi Peter,

I want to thank you, very much, for all the sound advice and help you gave me.

Yes, I received my funds today. Good news, but bitter sweet.

Anyways, take care all and stay safe.

Brian

Hi Brian,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter