Casino Lab - Player claims that payment has been delayed.

Hello its been almost 2 weeks since i havent recived my withdrawal from Casinolab , they are reffering on large requested withdrawal ammounts ,thats why they delayed it.

Dear player,

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 the 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello no my withdrawal hasnt been processed yet

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Hello , i have passed kyc before yes.

I won everything without using bonuses.

And i will share their emails with you just in a minute.

Dear player, could you please let us know if there have been any updates regarding your withdrawal? Has the payment been processed, or is it still pending?

Hello ,no i still havent recived funds uet

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) 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.

Hey this Casinolab is trolling me , ive sent all asked documents- Selfie with my ID card in hand and also together their casino in same picture , then i sent 2 transaction PDF files for month each as they requested , it was Skrill+googlepay payment history for month and also rapid transfers which they asked one month from bank statement which i also provided , then there was 3rd partie where i provided ID card both sides and live check selfie , now they say they will ask me more documents , they are legitimetly trolling their clients.

Nothing moving forward , verification is accepted from their side ,but my withdrawal still not paid

Dear Moncis2001,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Casino Lab representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Moncis2001,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Casino Lab Team

This casino already asked me all of this like 6 days ago and i already provided each of asked documents , now they are trolling me

Dear Casino Lab, do I understand it correctly, that all the updated documents from the player 6days ago, has been forwarded to appropriate department?

As you can see I already had uploaded all their asked information from 27th of July and I also uploaded all these documents in their casino also, and now they ask me the same again , it feels like trolling

Quick update they approved my ID + SELFIE but stalling my statement

Money still not paid out since 6th of July whole month of waiting.

Dear Casino Lab Team, can you please make your priority to expedite the process?

Thank you in advance

I sent them last 3 month PDF file transaction history and they now ask the same again , like they are literally trolling me.

Dear Moncis2001,

I know that´s frustrated! I truly understand!

Dear Casino Lab is something wrong with the 3months bank statement that he has already submitted?

Please let us know.

Dear all,

We have forwarded your question to the relevant department and we will get back to you once we have an update from them.

Thank you for your patience.

Best regards,

Casinolab Team

Dear Moncis2001,

We’re pleased to inform you that your account is now verified and your withdrawal has been successfully completed.

We apologize for the delay and we truly appreciate your cooperation and patience throughout this process.

Kind regards,

Casino Lab Team

Hello its now been second day and i still havent recived my funds to my bank account.

Day 3 and funds still not arrived on my bank account , maybe tomorow

Hello day 4 ( fourth ) money is still not paid to my bank account , i start to belive that Casinolab didnt pay out money but just marked as completed. Sadly

Dear Moncis2001,

I understand how frustrating this must be for you. However, since we’ve just come through the weekend, we need to allow a little more time for the transaction to be processed. In most cases, this step is handled by the payment provider rather than the casino itself.

That said, I believe the funds should arrive any day now. Please keep us informed once you receive them.

You know its weird because i had succesful withdrawals via Bank transfers from Casinolab which transfered funds to my bank instantly but now 4 days and nothing has been transfered , maybe they send those 500 euro VIA pigeuon mail and bird is lost somewhere.

Dear Casino Lab,

Can you please check out if everything seem ok with the money being sent?

Dear Moncis2001,

We would like to inform you that the withdrawal has been cancelled by the payments provider.

Please provide us with another payout method as a reply to the email we have sent you so we can initiate your withdrawal again.

Thank you for your patience.

Kind regards,

Casino Lab Team

I cant request new withdrawal because casino ask me to wager those 500 euro which were canceled by payment provider , like are they serious?

Dear Casino Lab Team,

Could you please consider making some manual adjustments in this case? Based on the circumstances, it appears that the current outcome may not be entirely fair to the player.

Your cooperation and understanding would be greatly appreciated.

I already wagered again those 500 euro somehow and my balance shrink to 475 euro , made a new withdrawal request , i hope this time they wont cheat again

Money has been paid out couple hours ago.

Thank you Casino Guru Team 🥰

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Moncis2001,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina