Casino Lab - Player's account balance is partially confiscated.

Hello,

I played the welcome bonus on casinolab.com. I deposited 150e for a 100% bonus. I received 150e real money and 150e bonus money in my account. When I had completed the wagering, my balance was 3584.75e. When the bonus was released, my balance dropped to 1500e (10x deposit). After that, I played two more spins with a 5e bet. So 2084.75euro disappeared from the balance without any reason.

After this, I looked carefully at the casino's welcome bonus terms and conditions. The terms and conditions do NOT mention that the 10x max bonus waiver applies to the country Finland.

I think that the casino's welcome bonus terms and conditions do not say that there is a max 10x bonus release. I specifically checked before taking the bonus that there is no max withdrawal limit. And that's how it was, even though the bonus terms and conditions do not say that the 10x max bonus release also applies to Finland. It only mentions Thailand, Brazil, Chile and Peru.

I want the casino to return the missing balance that belongs to me to my gaming account and let me withdraw it.

I have been waiting for a response from the casino and have demanded that they return the lost funds back to the account.

I notified the casino by email immediately after the incident. They have now been investigating the matter for over a week and I have not been able to find any clarity on the matter. They have however responded to my emails, but there has been no progress on the matter and it feels like they are deliberately prolonging the process so that I get tired and give up on the matter.

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Hello,

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.

• Do you have access to your player's account? Can you log in?
• Have you confronted the casino with their inconsistent application of the bonus terms and conditions in your case? Have you received any response?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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