The player from Portugal had requested a withdrawal less than two weeks prior to submitting this complaint. The payment hadn’t been processed yet. She reported that €1,500 of her winnings had already been received, while another €1,500 remained pending, and the casino kept delaying the payout without explanation despite her account being verified. We asked for her VIP status and withdrawal history to check the applicable limits, and the complaint was then marked as resolved after she confirmed the issue had been settled.
Casino Lab - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Casino Lab
Safety Index 2.6 Very lowCase summary
Discussion
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4 weeks ago
Translation
Pending Withdrawals of €15,000 and Withheld Bonuses at Casino Lab
I am writing to request your mediation regarding a serious issue involving non-payment by Casino Lab. I currently have three pending withdrawals of €500 each, totaling €1,500, which have not been processed.
My account was fully verified and approved in July, after I won a substantial prize of €50,000. Since that big win, I have received only a single payment of €500, and from that point on, all subsequent payments have stopped completely.
I have contacted customer support several times, both via email and live chat. On every occasion, the agents assure me that everything is in order and my account is in perfect standing, but the money is never transferred.
Since my identity was successfully verified in July and they have not provided me with any valid explanation for these delays, I feel that the casino is deliberately withholding my funds. I am asking for your help in contacting Casino Lab to resolve this situation.
I am attaching supporting evidence.
Thank you in advance for your attention and assistance.
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4 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 weeks ago
Dear AnaPereira90,
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
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3 weeks ago
Dear AnaPereira90,
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.
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3 weeks ago
TranslationI would like to update the status of my complaint.
The three previous withdrawals of €500 (totaling €1,500) that I mentioned initially have already been successfully received. However, the hold issue persists.
At this time, I once again have a new amount of €1,500 pending approval at the casino (divided into new withdrawal requests). Customer support continues to withhold the funds without providing any explanation, even though my account is verified. I kindly ask that you continue to mediate my case so that the casino will pay the remainder of my winnings.
Thank you for your help.
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2 weeks ago
TranslationThank you for contacting me and for your continued follow-up on my case.
In response to your email, I would like to inform you that the situation remains unchanged and there have been no developments. The new withdrawal requests, totaling €1,500, have been held and are listed as "pending" since August 13.
To date, the casino has still not processed the transfer of funds and refuses to provide any explanation for this delay, even though my account remains fully verified.
I would appreciate it if you could continue the mediation process with the casino so that this outstanding amount can finally be paid.
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2 weeks ago
Thank you for the update. Please allow me to ask you a few questions so I can understand the situation.
- Have you accumulated your winnings with or without an active bonus?
- Could you please let me know the total amount that you have received from your winnings of 50,000?
- Please post a screenshot of your withdrawal history so we can see clearly the amounts and dates of each previous and pending withdrawals.
Thank you very much in advance for your reply.
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2 weeks ago
Translation
Good evening. I won 50,000 euros in a tournament, but I had to play it once, so I ended up with a prize of 38,000 euros to withdraw. So far, I've only been able to withdraw 1,500 euros and another 500 euros. It usually used to take up to 72 business hours. But now, whenever I make a withdrawal, it takes 10 days or more… In this case, it’s been 12 days already, and I’ve only received canned responses from support.
Here’s the response, and I’ve already spoken with chat support several times—the answers are always the same and offer no solutions. I’m hoping for your help...
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1 week ago
We sincerely appreciate you for providing the additional information as well as your withdrawal history.
Based on the screenshot you submitted, it seems you requested withdrawals totaling €2,000 on August 13, of which €1,500 has been successfully completed.
Please be aware that, as outlined in the casino's Terms and Conditions, withdrawal limits are determined by the player's VIP status. Additionally, the casino permits a maximum of three pending withdrawals at any given time.
- Could you kindly confirm your current VIP level/status at Casino Lab? This information will assist us in determining the appropriate daily and monthly withdrawal limits for your account.
- Could you please update us on any new withdrawals that have been processed? A screenshot of your withdrawal history would be greatly appreciated.
In the meantime, we recommend submitting withdrawal requests in accordance with the daily limit associated with your VIP level. Exceeding the applicable withdrawal limit may lead to delays in processing your requests.
Thank you for your cooperation and understanding.
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6 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear AnaPereira90,
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,
Jean
