Home Complaints Casino Lab - Player’s withdrawal has been delayed.

Amount: £600

Casino Lab - Player’s withdrawal has been delayed.

Casino Lab
7.0/10 Good reputation
Submitted: 10 Jun 2021 | Resolved : 14 Jun 2021
Our verdict

Case closed

RESOLVED

Case summary

4 days ago - 14 Jun 2021

The player from United Kingdom has requested a withdrawal two weeks ago. It has been pending since. She got paid her winnings.

Public

I'm been waitkng on a withdrawal from this site since 28/05/21 and it's been sat in pending mode since. It claims 72 hours to be processed I sent in documents in January and was unable to play however on the 28th I decided to check the account and it allowed me to deposit and play I attached a deposit bonus to this but won in my cash and this bonus was a non sticky so cancelled it on withdrawal request. Since the 28th after the initial 72 hours waiting time I decided to live chat them to be greeted with a bot that directed me to a contact form a few days passed after sending the form to them and I receive a generic response it's been seen by relevant department etc etc but since that moment no correspondence. There's no way to contact a live real person the live chat is a robot and the email they never reply too I even decided to make a call to them which I never do but then was told that don't accept phone calls and to go on live chat but clearly I can't so I'm at my wit's end and feel like I've been graded by a casino that has a licence to interact with UK players. Trust pilot is nothing but same issues everywhere and I would like an explanation from casinolab exactly what is happening and also if they will be cancelling the ridiculous withdrawal fee, I don't see why I should pay £15 out of my winnings to a company that can't keep to there promises. They are quick to take people's money but when people won withhold that, it's not fair and they should not be able to get away with this. They have had there licence revoked before by the UK and now I feel it's time they stepped in again before people really start losing alot because what's a casino of you can never win it's a robbery. They are stealing people's money and I'm very upset about this and would like you to look into this as I don't know what to do anymore. Thanks

Public

Dear Hannah,

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

Could you please clarify why you haven’t played since January? Was your account suspended?

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


Public

Hi

I opened my account in January on casinolab and sent in all documents to verify, that’s why I couldn’t play until verified I wasn’t blocked just needed to go through kyc first. It took months for them to verify and then they didn’t inform me i was verified, I just happened to go on there site on 28/5/21 and was able to deposit as normal and I checked the upload docs page and it stated that no verification docs needed so I deposit and win £600 which they are not processing and it’s sat in pending withdrawal since. No way of contacting them as phone lines don’t work and live chat is a robot.

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Also yes this was the first time withdrawing from casinolab but not the first time I’ve withdrawn from a genesis global casino which this casino is owned by.

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Thank you very much, Hannah, 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.



Public

Thanks very much. I have found another email address to write to them, however they just don’t reply regarding withdrawals only other things. Tried many times. Thanks

Public

Hello Hannah,

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?


Public

Well somethings worked as I’ve received my winnings this morning! Thank you for your help

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Dear Hannah,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru