Casino Lab - Player’s withdrawal has been delayed.

Hi

i was wondering if someone can help me with this casino please. i made a withdrawal of £613 two weeks ago today. All other smaller amounts were paid out straight away. There was no bonus on this or free spins. That day i recieved an email saying to upload my documents which i did straight away. The id proof and utility bill proof was proved straight away however the card payment proof was still pending after 2 days. i sent them 3 emails asking what is going on and the same reply was , there is no time frame and it will take as long as it takes and the relevant department will get in touch. This was 2 weeks ago and still nothing heard back. Now they have blocked me from getting into my account and there is only a robot chat. i can not speak to anyone at this casino.. which is really frustating... can you help please as i can not get my funds that i withdrew.

Dear Darren,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

Hi, No they have not stated what the reason is to why this is taking along time, the emails that i have recieved from them does not say as to what is the delay. The only thing they keep saying is that the relevant department will get in touch with no time frame. Thankyou for looking into this for me

Thank you very much, daz346, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Darren,

I looked at your complaint and will do my best to help you. I would like to invite Casino Lab into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the Casino Lab 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’.

Hi,

just to update you, i recieved an email from casinolab on friday saying that my account had now been fully verified, however i am still blocked out from accessing my account and still no sign of the withdrawal. i sent them an email but not heard anything back since friday.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the Casino:

"Hi daz346,

After further review of your account we would like to inform you that the decision to void your winnings will stand and we kindly ask you to refer to the email sent on the 05/05/2021 for further details.

Kindly refer to our Terms and Conditions https://CasinoLab.com/en/termsandconditions - specifically clauses number 12 & 14.

We understand that this is not the outcome you were hoping for and If you are still not satisfied with this response, we kindly ask you to refer to your ADR.

Kind Regards,

Casino Lab Team"

Dear Casino Lab,

Can you specify why exactly did you void the player's winnings, please?

Dear Viliam,

The winnings made were from a game 'Wheel of AMP' by Red Tiger. Red tiger had confirmed that due to a malfunction with the game the winnings should be voided.

Therefore, due to the defect with the game, the winnings from the game had to be voided and the deposits refunded to the player.

We kindly ask the player to refer to our Terms and Conditions https://CasinoLab.com/en/termsandconditions - specifically clause number 17.

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

Kind regards,

Casino Lab Team

Dear Casino,

please, send me the communication with the game provider to my email: viliam.v@casino.guru

Also, I would like to ask what type of malfunction it was.

We would like to ask the Casino Lab 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’.

Dear Viliam,

We have requested this information from the provider, and we are currently waiting for their response.

Please note that once we have the communication from the game provider, we will forward you all the evidence.

Regards,

Casino Lab Team

We would like to ask the Casino Lab 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’.

Hi Viliam,

Kindly note that an email has been sent to you with the communication from the game provider.

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

Kind regards,

Casino Lab Team

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. 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. We are here to help.