The player from Portugal has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet.
Casino Lab - Player claims that payment has been delayed.
Opened
Current status
Waiting for a delayed payment
3d 1h 18m 42s
Casino Lab
Safety Index 2.6 Very lowCase summary
Discussion
Public
Public
22 hours 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.
Automatic translation:
Public
Public
22 hours 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.
Public
Public
22 hours 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
