Casino Lab - Player’s withdrawal has been delayed for over a month.

I have played all the requirements and handed in all paperwork and have received emails to say someone will process within 72 hour’s which is been going on since February I have requested a withdrawal of £350 and have not heard anything from them

Dear Nicola,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for? Is the withdrawal still pending in your account or it has been processed already?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is really a long time.

However, 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 there I deposited with Barclays Bank card and it’s still in my account as a withdrawal many thanks

Thank you very much, Nicola, 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.

Hello Nicola!

From now on, I will take care of your complaint. I would like to invite Casino Lab's representatives to join this conversation in order to explain the situation.

Yes that’s ok. Hopefully get resolved quicker. Many thanks

Hi Nicola,

Thank you for getting in contact with us, and we are sorry to hear about the issue you have.

Understanding your frustration, please let us point out that as a regulated gaming company we are obliged to carry out all the necessary verification checks on our players, as per regulatory requirements. This can take place either at registration, deposit or withdrawal stage, as listed in our Terms and Conditions.

We have been in contact with our verification team, and they have advised us two of the documents you sent in have been declined and will need to be re-sent, as they do not meet the requirements. An e-mail was sent to you a few minutes ago explaining what needs to be re-submitted.

Please let us know if you have any questions, we will be more than happy to assist!

Kind Regards,

Casino Lab Team

Yes I know and I have sent everything you have asked for it’s my husband’s card I have sent his birth certificate and a letter from him saying I had permission so please tell me in words what it is you need now as this is been going on since February and your team is taking weeks to reply.

Hi Nicola,

Thanks for getting back to us.

In the e-mail our verification team has sent you, they have mentioned why the documents were declined. The 3rd party ID card is expired, and the birth certificate is not accepted as a valid proof of ID on its own. If your husband does not have a valid ID or passport, then the birth certificate can be submitted with a citizeship card.

With regards to the letter, both you and your husband need to include your ID number and signatures.

Also as stated in the e-mail, please let us point out that it is against our Terms and Conditions to deposit with a payment method which is not under your name, so your account has been limited and you are required to provide all requested documents.

Once all documents are provided and the necessary checks have been completed, you will be updated accordingly by the relevant department.

If you have any questions, please let us know.

Kind Regards,

Casino Lab

I have just double checked what you are asking for my husband’s driving license has ran out I only have his birth certificate . National insurance card. And I have sent these along with bank paperwork and a letter of my husband given me permission to use card and you have all my relevant documents so please please tell me in words what else I could possibly send and I used my husband’s by mistake can I somehow add my card details too

Citizen card please explain as in England we don’t have these

I will submit the letter again with my signature on as well as my husband’s. But which I’d number needs to be on the letter please

Hi Nicola,

With regards to your husband's proof of ID, the only way we can accept the birth certificate is if it is accompanied by a citizen card. You can obtain one through the following link: https://www.citizencard.com/

For the letter, you can find an attachment with the e-mail that was sent to you by our verification team today. You will need to print this document, fill it in by hand, both you and your husband, take a picture of it and send it via e-mail. The ID of your husband needs to be the same one you're are going to submit, so if you opt to go for the birth certificate and the citizen card, then you can include the citizen card number.

Let us know if you have any questions.

Kind Regards,

Casino Lab

Hello Nicola!

Are there any news with your case?

I am having to wait for a photo id to come as I stupidly used my husband’s card force of had it 😂 as his driving license is out of date such a pain

Hello Nicola!

Could you please advise, are there any news in your case?

I should have my husband’s update license next week fingers crossed

Hello Nicola!

Did you manage to pass the verification successfully?

Been a delay in id hopefully by next week many thanks

Hello Nicola!

Are there any news with your case?

DVLA are on strike now 🙈

Great new I D is here will update soon

I can confirm I have uploaded everything finally now let’s hope I finally get paid and restrictions on my account uplifted too

Hello Nicola!

I am delighted to see a positive progress with your issue. Please, let us know when you'll receive your withdrawal.

Thank you and hoping it’s soon but not getting any reply.

Hi Nicola,

We have been in contact with the relevant department and they have informed us that that decalaration of liability document you sent in cannot be accepted, as it was not filled in correctly. You need to include the identification number in the document. An e-mail was sent to you today providing you with further information.

Should you have any questions, please do not hesitate to contact us, we would be more than happy to assist!

Kind Regards,

Casino Lab Team

Could you please tell me what id number and do you mean the 3rd party one ? As I filled in the answers were there was blank spaces ?

I have written the ID number I think you are after as it seems to take a while for you to get back to me many thanks

Dear Nicola,

Yes both ID numbers must be listed on the form.

Regards,

Casino Lab Team

Now you telling me today I need both ID numbers which does not state that you need both would that be both driving license numbers as you have got them please help anybody I feel

so frustrated

I think the letter you sent me to fill

out should describe more.

help this just not fair

That is the letter and I have filled it in correctly. So please send me a phone number to sort this out as o have had enough

Dear Nicola,

We have opened your option to upload documents on your account in order for you to send in the form filled in correctly.

Please list both your Identification number and your husbands on the document.

Regards,

Casino Lab Team

I should state on letter it needed both now I have done that hopefully should be it many thanks

Have I filled the form in correctly this time please.

many thanks

I would like to ask representatives of Casino Lab to confirm, are all the documents necessary to complete the verification process are now submitted by the player?

Me too thank you 🙏🏻

Hi I have just received this email this morning?

Dear representatives of Casino Lab,

Could you please clarify your decision? Until now, the 3rd party card did not seem to be a problem.

Dear Casino Guru/Nicola,

With regards to 3rd party payment methods used on an account, this is a breach of our terms and conditions which the player agreed to when registering their account. Specifically clause 8.5 from our General T&Cs which states payment methods used must belong to the account holder:

8.5. In relation to deposits and withdrawals of funds into and from Your Account, you shall only use such credit cards and other financial instruments that are valid and lawfully belong to you.

Documents are required in order for the players to show that the payment method used was not used illegally or in any kind of fraudulent way. The refund of the deposits has been done and the funds have been sent back to the original payment method used.

Regards,

Casino Lab Team

Why have you refunded the money back into my account to play with as this is still not my money please refund the money back to the third party card.

PPL BE AWARE.

we both suffer mentally health issues and I am disabled it was an honest mistake to use my husband’s card every wife out there be aware.

dont know what we gonna do as we thought we were getting this and we had depended on this winning to pay rent 😱

Hi I have just been informed as my husband claims benefits for me and all my payments go into is bank account as long as I have papers I can provide as evidence then I am entitled?

The money I played with by law is lawfully mine as my husband claims all our benefits. Please reply so I can provide evidence?

And I still haven’t had the £25 refund into my husband’s bank

Hello Nicola,

kindly note that we reviewed your account and we confirm that your refund has been set to be released today 19/05/2021.

Please allow up to 5 working days for your funds to reach you.

If you will still have any issues, please do not hesitate to contact us at support@casinolab.com

Regards,

Casino Lab Team

please can you reply to we’re I said that the money I played with was lawfully mine as my husband claims benefits for me and our children.

Hello Nicola!

Unfortunately, the terms and conditions of Casino Lab are very clear in this regards and also it is a common practice for casinos to not accept 3rd party payment from various security reasons.

We also understand, that the casino decided to undergo the verification process to avoid any suspicion of fraud, since you did not used a payment method which belongs to you.

I am afraid we are not able to help you further with this case. Is there anything else that we can help you with?

Hello Nicola!

We have not received any answer 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.

Hi there they have closed the case thank you

Due to the reasons mentioned in previous entries, we are closing this complaint as 'rejected'. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.