Casino Lab - Player’s withdrawal has been delayed.

£82.99 but £2.99 is the handling fee. I made a withdrawal nearly two weeks ago now and still nothing. I have never had this issue before. It says my account doesn't need any documents and I've sent loads of emails to the site and had nothing back. I've tried the live chat and still nothing. I think its awful how you can't contact this site. I've tried the number and no one is there. I just wanted my withdrawal but I doubt I'll get it. I will be closing my account and not using this site again. I've been looking at site reviews and others have had this issue. I just wanted my winnings won with my money. It amazes me how they take your money instantly but when you withdraw a small amount nothing.

Dear Sam,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it were your first withdrawal in this casino? Do I understand correctly that your payment is still pending inside the account without being processed?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming 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

Hi, it says I was verified and still nothing. I don't hold my breath in getting the money I'm owed as nothing has been sent to me since. I've sent emails and tried the online chat but nothing. Its now been more than two weeks. It should have been with me by now. Awful site for withdrawals from what I've ve experienced and read from others so will not be using it again. The fact you pay a £2.99 handling fee also should make it quicker. I've had withdrawals from other sites within 48 hours so there's no excuse really. They take the money instantly so really they should sort withdrawals out faster.

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

I would like to ask Casino Lab to join us and help us resolve the player's issue.

Yeah. I don't hold my breath in getting my withdrawal. Ill be making a complaint about this

Dear Sam,

We have looked into your account and can see you are currently undergoing verification process. Please note that according to regulators we require a copy of your photo ID which can either be a Passport or a Driving License.

If you do not have any of the above documents then we would require a copy of your birth certificate along with a citizen card which is a National ID for UK citizens. You can apply for at https://www.citizencard.com/

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

Regards,

Casino Lab Team

Dear Sam,

Please do as the casino advises and lets us know the outcome please.

Dear Sam,

We haven't hear from you in a while. Could you please advise if the issue still persists and what other steps did you take in the case?

The complaint will be now rejected as the player stopped responding.