Casino Lab - Player’s withdrawal has been delayed.

I have requested a withdrawal on the 10/5/2021 and it’s now the 16/5/2021 I have sent numerous emails I got reply to say they see my withdrawal is still being processed and they will be in contact once it’s approved this was on the 12/5/2021 yet the email states I’m there top priority and top of the que it had been 48 hours was told to wait 72 via a bot waited 72 hours till 13/5/2021 it took them till Friday the 15/5/2021 I receieves another email saying regarding my requested withdrawal it is still under review we are sorry this taking longer than anticipated as we can understand your feeling regarding this matter, they claim they escalated my case to the relevant depeartment so that the review of my pending withdrawal can be completed yet I still haven’t heard a thing back and it’s still pending surely if there wasn’t enough verification in the first place I wouldn’t of been able to play deposit withdraw etc can please someone help there is no communication or could casino lab be brought into this.. also they state no document are needed at this time thanks Sean k***

Dear Sean,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you have accumulated your winnings with or without an active bonus and which payment method you have opted for?

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, especially if it’s your first withdrawal. 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

I had signed up to casino after receiving a email from one of the sister sites so I made a account opted in for 100% bonus and 300 spins 30 on deposit 30 for 9 days that’s was the bonus I had no money in my bonus balance I had free spins on reaction upon playing reactoonz I had won 133 in bonus I then had to wager 40 x Ithink I had to wager around 5 maybe a little more so I kept playing and wagering and I had won and completed all wagering requirements I haven’t broke any terms and conditions.. also the payment method I used was my bank card so it would of been a visa. I have known any casino I’m registered with and I’m registered with many none of them has taken Y days Monday the bath 17/5/2021 at 4.40 pm would be 7 days since I requested my withdrawal I was told on the 11/5/2021 that they could see it’s still being processed and once approved someone will be in contact i them waited till the 14/5/2021 so it had been 72 hours since requesting my withdrawal after numerous email and points on contact I got another reply stating they could see it’s still under review and they would be escalating it to the relevant department to the have the review completed this was on 15/5/2021 since then I have sent more emails regarding my so called escalated matter and have heard nothing they don’t want to pay I’m sure I’m not the only it’s happened to from what I read on the reviews... they haven’t even asked me for anykyc verification or anything anything yet I must ignore verified to even have a account or be able to deposit etc it’s money that I won and should rightfully be mine I won 200 last week I’m prime slots took me 5 mins to upload docs "less than 24 hours to process within 2 days of requesting my withdrawal it was in my bank there is no excuse for what there doing thanks Sean K***

Thank you very much, Sean, for your reply. Do I understand correctly that your account hasn't been verified yet?

Yes my account hasn't been fully verified only pre verified so I still have to go through verification when j should be pre verified to even have an account with them it's been 8 days and the withdrawal is still pending haven't had a reply from casino lab since the 14/5/2021 as it stands there just stalling on payout clearly because it's been 8 days casino lab website says they have all the relevant docs so none is needed at this time,can someone tell me what casino lab is playing I'll be taking this further what an absolute shambles

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

Thank you.. what happens from here as today is the 9th day I can’t believe a pending withdrawal take 9 days and it’s still under review yet like I have stated no contact and amd the withdrawl is still pending after 9 daysi hope this can be resolved but at the moment I don’t have much faith

We are not entering the 10th day I have sent u don't no how many emails they have already told me it's being escalated twice and today they have told me it's being escalated they are just saying the same thing but just replying when they want it's unfair I have asked them exactly how much longer this will take but I suppose as I'm asking them a serious question they don't want to reply

Hello Sean!

I will take care of your complaint from now on. I would like to invite Casino Lab representatives into this discussion in order to explain the situation with the withdrawal.

Hello Sean,

hope you are well.

Please note that we reviewed your case and we confirm that your withdrawal has been approved today, please note that 100 GBP withdrawal has been approved, due to the maximum withdrawal amount from Free Spins allowed as per our Terms and conditions. An email has been sent in order to you via our relevant team.

If you have any queries, please do not hesitate to contact us, we would be more than happy to assist you.

Regards,

Casino Lab Team

Hello Sean!

Could you please provide me with information on which bonus in particular did you used?

Hello Sean!

We have not received any response from you. We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Unfortunately, we are forced to reject this case since because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.