The player from Switzerland had struggled with gambling addiction and was banned from most online casinos but was able to access Casino Lab, where she lost CHF 3,380 after attempting to set a weekly limit of CHF 40. Despite reaching out for support and sharing her situation, her account was blocked, and she had not received a response from customer service regarding the retrieval of her funds. The Complaints Team reviewed her case and concluded that the casino was not obligated to offer the requested deposit limit or to refund her losses, which led to the closure of the complaint.
Casino Lab - Player’s account has been closed with no support for gambling addiction.
Closed
Our verdict
Unjustified complaint
Amount: 3,380 CHF
Casino Lab
Safety Index 2.6 Very lowCase summary
Discussion
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10 months ago
Translation
Hello Casino Team
I am turning to you again with a very serious matter and hope that you can help me positively this time.
I've had serious problems with gambling addiction in the past, and now I'm banned from almost all online casinos using the Gamban app. But I continue to receive text messages; it doesn't stop.
On July 3rd, I received another text message from Casino Lab, and when I automatically clicked on it to block me, I was able to access and register again. I had CHF 1,650 in my account, which I completely lost. Initially 700. After that, I realized I was losing control again. I immediately contacted support and asked for a weekly limit of CHF 40, as I was very afraid of continuing to get into debt and gamble. The agent told me that this was not possible at Casinolab. After that, I lost another CHF 950.😞 When I read "responsible gaming," they explain what gambling addiction is, but nothing more; they offer no help or protection for people. It is a very dangerous casino for someone like me who has no control. There should be protection measures for people with gambling addiction, like many other casinos. You should either be able to set the limits yourself, or there should be support offered via chat or support. Instead of saying "we don’t offer that" and forcing people to gamble until they lose everything down to the last 1chf and become mentally ill.
I was very clear to Casino Lab that I was in a dangerous situation, but they ignored me and didn't take me seriously. They simply refused to help me, even though I said I needed support to set a weekly limit of 40 Swiss francs to avoid further hell.
Despite my efforts, I couldn't maintain control. I accrued and deposited CHF 3,500 in two days (CHF 3,380.00) and lost everything. I wanted to close my account because I no longer have any way to withdraw money and I find myself in a very dangerous situation. There is zero protection against gambling addiction at this Casino Lab, especially for people with such serious problems. My account was also blocked four days after I wrote.
I explained my situation to Casinolab customer service and sent them all the necessary information, but to date I haven't received a response. Your request was simply received. Even though I was assigned a VIP manager, he didn't do anything for me and didn't respond to my email.
Please, dear Casino Guru team, help me this time so that I can at least get my CHF 3,380.00 back.
Many thanks in advance
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10 months ago
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.
- Could you please advise whether your account has been blocked permanently or if it is still accessible to you?
- Have you requested a self-exclusion due to gambling addiction from either support or your vip manager? Have you disclosed your addiction to the casino?
- Have you unsubscribed from the casino's marketing communication or requested it from support?
- Could you please share your self-exclusion requests sent to support and your VIP manager with me? Please share the information to my email at tomas@casino.guru
- Could you please advise when was the last time the casino allowed you to deposit?
If your account is not blocked, I would recommend that you send another self-exclusion request, but this time, include me in the copy of your email.
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Casino Lab Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@casinolab.com and to your VIP manager (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
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
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.
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10 months ago
TranslationDear Tomas,
I think I wrote my first email a bit confusingly. Here's a quick correction and summary to help you understand better. I'm sorry.🙏
1. **Deposits**: I deposited a total of 5030CHF into CasinoLab and lost everything.
2. **Request for deposit limit**: After losing control of my gambling (1650 CHF), to avoid further deposits, I requested a weekly deposit limit of 40 CHF. The casino agent said the casino doesn't offer such a limit. Which is very important for an online casino!
3. **Refund request**: My main issue is that I'm requesting a refund of at least 3080 CHF that I deposited and lost after requesting a weekly limit of 40 CHF, which was not accepted.
4. **Dangerous without limits**: My concerns are justified. Casinos should encourage responsible gaming practices, including allowing players to set deposit limits. It's dangerous if a casino doesn't offer such restrictions, as this can encourage gambling addiction among customers.
5. **Account suspension issue**: I tried to suspend my account, but after requesting it from customer service, it was only suspended after four days. Fortunately, I had no money left in my bank account during this time.
I contacted customer support and the casino's VIP manager directly and explained the situation via email. To date, I have not received any response from the casino regarding my most recent deposit of CHF 3,380.
I ask for your support and hope that you can help me.
I thank you very much for your effort and remain with kind regards
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10 months ago
Thanks for the detailed explanation and information provided.
Please understand we don't consider deposit limits as mandatory responsible gambling measures. If the casino doesn't offer such a limit, we can't penalize them for failing to implement it.
Could you please specify when was the last time the casino allowed you to deposit? The deposits you shared with me show deposits made on July 7th. Is that accurate?
Looking forward to your reply.
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10 months ago
TranslationDear Tomas.
Thank you for your reply. I understand that the casino won't be penalized if they don't offer a deposit limit.
However, I find it unacceptable that a limit cannot even be entered through support, and that you don't proactively address players who request one. Deposits of €1,650 within just two hours clearly indicate that I have gambling problems. In such cases, it would be important to either inquire about my gambling habits and/or block my account.
A licensed, fair casino should have an obligation to protect its players, especially when they request limits. It's disappointing that this hasn't happened. I expect my rights to be respected and will continue to take the necessary steps to reclaim my money.
I hope for a clarification soon.
many thanks for your support
Best regards
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10 months ago
I went over the information you submitted; however, I don't see any further options to pursue.
I understand you expected the casino to address your request for a deposit limit by offering any kind of alternative; however, from our point of view, they were not obligated to protect you from further play at this point. In cases where a casino doesn't offer a particular limit responsible gambling feature, we can't ask the casino to refund you just because such protection was requested from support. We believe that every casino should offer a mechanism of self-exclusion due to gambling problems and is responsible for protecting you from further play if you inform them about suffering from gambling problems, which it seems they did on July 14th. Any deposits, losses, or wins were your responsibility based on the circumstances presented to us up to that point.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
