Casino Lab - Withdrawal of player's winnings has been delayed.

Claim I do not have 2 outstanding withdrawals, yet I have screenshots and they have paid 3rd and 4th withdrawal but not first 2.

Dear willytutama,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you i think was shocked when I received an email stating genesis was leaving our market and I had until the end of Dec to withdraw funds.

Dear willytutama,

Have you received your withdrawal from the casino yet?

No I haven't nor have they emailed or replied to my messages after today I don't think I can log into my account.

Thank you for your reply, willytutama. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Do I understand correctly that you don't have access to your account anymore?

I can't remember now if I used my real balance first or wagered what I needed from my bonus but I know I did it right, I received my 3rd and 4th withdrawals, but not my 1st and 2nd they hadn't asked for verification but I had emailed it through anyway.

Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi, thank you i will look through all my emails and screenshots asap my mum and I have s the dreaded covid and I'm just taking care of her atm.

Dear willytutama,

I have not received any emails from you so far. We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you very much, willytutama, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello willytutama,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Casino Lab to join the conversation and participate in the resolution of this complaint.

Dear Casino Lab,

Can you please provide an update on the status of the player's first two withdrawals?

Best wishes,

Tomas

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear willytutama,

We recently found out that Casino Lab is closed. We have received multiple complaints about this casino, and there has been no reaction from the casino at all, so I'm afraid there is not much we can do. I recommend you contact MADRE – an alternative dispute resolution service (https://madre-online.eu/) and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (michal.k@casino.guru).

We are sorry we could not be of more help on this occasion.

Best regards,

Tomas