Home Complaints Casino Lab - Player’s withdrawal has been delayed for almost a month.

Amount: £11,500

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

Casino Lab
6.6/10 Good reputation
Submitted: 07 Apr 2021 | Resolved : 13 Apr 2021
Our verdict

Case closed

RESOLVED

Case summary

13 Apr 2021

The player from United Kingdom has requested a withdrawal a month ago. It has been pending since. The winnings were successfully paid to the player and the complaint is resolved.

Public

Hello


I'm having issues with receiving my withdrawal with Casino Lab.. I send all my ID Verification off soon as they asked for it which was nearly a month ago now the same time I withdrawn.


I have been in contact with them through emails 15+ times which I get the same answer..

"I am very sorry for the delay experienced. Unfortunately, as we do not have exact information from our Payments team, we can not confirm a date when your winnings will be processed.


Your withdrawals are under review and we are doing our best to have this sorted out as soon as possible.


If you have any further questions regarding this or anything else, please let us know."


The amount I withdrawn is a large amount and I believe they are just sitting on it.


I have been in touch with their ADR which I know is IBAS. That was on Friday 2nd of April. Still waiting for a response.


Casino Lab told me on 26/03/21 that my ID Verification is now complete and I would receive my fund no later than Monday 29/03/21. I still haven't received anything and when I was in contact with them again the reverted back to the previous emails I received.


Can you help?


Thanks


Public

Dear Daniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please confirm that your account has been successfully verified in the past? Is the withdrawal still pending in your account or it has been processed already but never reached you? Could you please advise 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, but a month is really a long time.

Nevertheless, 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

Public

Hello Petronela


I've had plenty of betting accounts in the past that have taken no longer that 2 days to verify.


I have no idea as the minute I sent my ID Verification off they blocked my account.. when I got in contact with them they said this is normal why ID Verification is taking place. They have said my ID Verification is complete once and funds will be processed no later than Monday 29/03/21 then few days later said it was at its final stage of being completed.

I withdrawn the amount to my debit card.

I have all screenshots of the win and withdrawals with reference also.


I just get the same response when I get in contact saying they don't know when it will be processed.. which I don't think is good enough.


I don't think it should take this long to verify an account and process a withdrawal surely?



Regards


Danny

Public

Thank you very much, Danny, 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.

Public

Thank you Petronela.

Public

Hello Daniel!


From now on, I will take care of your complaint. I would like to invite Casino Lab into this conversation and address the issue.

Public

Hello Martin


Thank you.

Public

Hi Daniel,


we are glad to confirm that your winnings have been paid out today.


Please allow up to 5 working days to reach you 🙂. If you will still have any issues, please let us know.


Regards,

Casino Lab Team

Public

Thank you, glad this is finally resolved

Public

Hello Daniel!


I would like to ask you to confirm that you received your funds.

Public

Yes Martin.


I received the funds today.



Thank you again

Public

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. 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.