The player from Germany had been waiting for 19 days for her requested withdrawals of 3x500€ after winning 4,048€ in real money at Casinolab. She noted that no verification had been required so far, as indicated in her account. The issue was resolved when the casino confirmed that her account verification was completed and her withdrawal requests were processed. She subsequently received a portion of her winnings and indicated that the remaining balance application had been successful, allowing the complaint to be marked as resolved.
Casino Lab - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €4,048
Casino Lab
Safety Index:LowCase summary
Discussion
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8 months ago
Translation
Hello,
I have on 04.04.25 in the Casino Casinolab for 100% up to 200€
200€ deposited.
Real money and bonus are separate in this casino.
With real money, I was able to win €4,048. The bonus was automatically canceled upon withdrawal.
I have currently requested 3x500€ for withdrawal.
I've been waiting for my withdrawal to be processed for 19 days now. Verification hasn't been necessary so far. My verification tab states the following:
"Your account does not need to be verified at this time"
I hope you can help me with this case.
Best regards
Ramona *****
Edited by a Casino Guru admin
Automatic translation:
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8 months ago
Dear Sushi90,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Lab.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please share a screenshot of the bonus and which bonus conditions were applied to it?
- When was the last time you were in contact with casino support, and what did you discuss?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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8 months ago
Translation
Hello Tomas,
Thanks for your help.
Could you please share a screenshot of the bonus and the terms and conditions applied to it?
I have sent this to you by email.
When was the last time you contacted casino support and what did you discuss?
On April 23, 2025, I asked why my payout was delayed. I was told to be patient.
I have sent you all the necessary evidence by email.
Thank you!
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8 months ago
Thanks for your reply. and the provided information.
Have you received any update regarding the payout of your winnings since your last post you might share with us?
Please let me know.
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8 months ago
Translation
Hello Tomas,
I have now received an email from the casino asking me to send my documents for verification via email.
I'm still waiting for my Mifinity account statement, then I can send all the necessary documents to the casino for verification. I hope we can close the case soon and process my pending withdrawals.
Best regards
Edited
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8 months ago
Thanks for the update.
- Were you able to submit the necessary statement from Mifinity?
- Have you passed account verification and been able to cash out?
Please let me know.
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8 months ago
Translation
Hello Tomas,
Were you able to submit the required declaration from Mifinity?
I have sent the requested transaction history from my Mifinity account to Casino-Lab and
Additionally, I was finally able to upload it to the Casino-lab website in the verification tab
Did you pass the account verification and were able to make a withdrawal?
Verification is not yet complete. None of my winnings have been paid out yet.
I applied for 3x 500€.
Thank you for your help and kind regards
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7 months ago
Thank you very much, Sushi90, for providing the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of Casino Lab to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.
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7 months ago
Hello, Sushi90,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Casino Lab Team,
Could you please explain the player's situation in more detail? What is happening there?
What is the status of the user's KYC/verification and her pending withdrawals, and what is the estimated time frame for processing them? What needs to be done on her side to expedite the process?
If we are talking about a breach of the casino's Terms and Conditions/the withdrawals are denied/winnings or part of the disputed winnings is confiscated, is the casino able to substantiate its claims and decision with relevant evidence?
If needed, feel free to send the necessary details and supporting evidence to my email address ([email protected]).
Thank you.
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7 months ago
Dear Sushi90,
Thank you for contacting Casino Lab and for your patience while we reviewed your account.
We understand your concerns regarding the delays with your withdrawals and the verification process. After thoroughly reviewing your case, we can confirm that your account verification has now been successfully completed.
Additionally, we are pleased to inform you that your withdrawal requests have also been processed and completed. Depending on your chosen payment method, it may take a short period for the funds to appear in your account, in line with standard processing times.
We appreciate your understanding as we worked to ensure that all necessary security and regulatory checks were properly completed. These measures are in place to protect both our players and the integrity of our platform.
If you have any further questions or require assistance, please don't hesitate to reach out. We’re here to help.
Kind regards,
Casino Lab Customer Support
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7 months ago
Translation
Hello Casinos lab, Hello Branislav,
Thank you for processing my case and I am happy to announce that I have received a portion of my winnings ☺️ and the application for the remaining balance has also worked so far.
I think you can close the case as solved.
I would like to thank everyone involved again!
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7 months ago
Greetings all,
I am sorry for the delay. However, what great news!
Thank you, Sushi90, for the confirmation and for using the Casino Guru complaint resolution centre. I will now mark your complaint as 'resolved' in our system. 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.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Thank you very much, Casino Lab Team, for your help and cooperation!
Best regards,
Branislav, Casino.guru
