The player from Germany reports ongoing issues with depositing funds at the online casino, claiming a lack of transparency in payment processing, unexplained fund losses, and poor response from customer support. She highlights systematic issues with currency conversion and foreign fees, which have resulted in discrepancies between the amount displayed for deposits and the actual charges incurred. Following multiple failed attempts to resolve the matter, she is considering legal action and intends to involve her bank.
Casino Lab - Player's deposits are missing and unprocessed.
Resolved
Our verdict
Case closed
Amount: €40
Casino Lab
Safety Index:LowCase summary
Discussion
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2 months ago
Dear Sir or Madam,
I am submitting this formal complaint regarding an online casino that claims to operate under a Curaçao license. The casino operator is included in copy on this email for transparency.
Although the website states that it is licensed, the licensing authority and corresponding license number are not clearly disclosed or independently verifiable on the website.
I would like to emphasize that this matter only escalated due to the operator’s complete lack of response. Since the disappearance of my most recent deposit, I have contacted the casino more than ten times via email and more than ten times via live chat since yesterday, without receiving any substantive response or resolution.
The live chat representatives repeatedly provide identical generic replies and confirm that the issue is "being forwarded," yet no one follows up, no case handler is assigned, and no corrective action is taken.
In addition, I have identified systematic and recurring issues with card payment processing, specifically concerning currency conversion, undisclosed foreign currency fees, and missing player funds.
Deposits are displayed and initiated in EUR. However, the actual card transactions are processed in foreign currencies, resulting in additional charges being debited from my account, without clear disclosure or explicit consent during the payment process.
Representative examples from recent weeks (non-exhaustive):
Deposit displayed: EUR 40.00
Card debited: EUR 41.09
Payment processor: RadiantPay
Status: Funds missing – amount not credited, no transaction record, no explanation
Deposit displayed: EUR 60.00
Card debited: EUR 61.71
Payment processor: RadiantPay
Status: EUR 60.00 credited
Deposit displayed: EUR 99.00
Card debited: EUR 101.58
Payment processor: Razor City / Allied Indu
Status: EUR 99.00 credited
Multiple further transactions follow the same pattern, indicating systematic non-transparent foreign currency processing rather than isolated incidents.
Due to the complete lack of response, the unexplained loss of funds, and the irregular payment processing, I am not prepared to accept responsibility for this situation or allow the matter to remain unresolved.
Please note that I have already consulted legal counsel regarding the events that have occurred since yesterday, and this matter is now being reviewed from a legal perspective after Monday.
This complaint and the documented transaction discrepancies will be forwarded to my issuing bank, and I will initiate chargeback procedures for the affected card transactions.
Furthermore, given the operator’s non-responsiveness and the unresolved handling of payments, I now have serious concerns regarding the security and proper handling of my personal and payment-related data held by this operator.
I respectfully request that this matter be reviewed with regard to licensing compliance, payment transparency, player protection, operational responsiveness, and data security obligations. Supporting documentation (screenshots, transaction records, and communication attempts) can be provided upon request.
Best regards
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2 months ago
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Stay safe.
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2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Casinolab Casino. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’s credited to your casino account.
- Could you please confirm the deposits for 60€ and 100€ were successful?
- Have you contacted the casino or your payment processor/bank regarding the issue?
- What is the status of the transactions in the casino's deposit history accessible from your player's account?
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
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2 months ago
Translation
Hello Tomas,
Thank you for your feedback. I am happy to confirm the facts:
• The deposits of €60 and €100 were successfully debited from my Mastercard; these two payments were only examples regarding fees and opaque charges (electronics, etc.).
There is much more; in January alone there were 9 third-party providers with charges – unfortunately, I didn't inform myself enough about the casino beforehand – only when an amount had completely disappeared.
• A deposit (€40) was never credited to my casino account and has not appeared to this day.
I still haven't received a statement on this; €41.09 was debited in a foreign currency, even though I used euros.
• In addition, several payments were processed via third-party providers with differing foreign currency amounts and fees, even though I always deposited in EUR.
• The transactions appear on my bank statement with misleading descriptions (e.g. "Electronics") and changing merchants.
I contacted the casino multiple times and have proof of this when my deposit disappeared. Only after escalation was the case forwarded internally; the casino has since closed my account.
All supporting documents (bank statements, transaction details, communication) are fully available and can be reviewed.
will be available at any time.
My lawyer recommended that I withdraw the deposits for several reasons – but I should wait and see if the casino reacts.
Thank you for your support.
Best regards
Automatic translation:
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2 months ago
TranslationHello Tomas,
I haven't heard anything from Casino Lab yet. The VIP manager wrote via WhatsApp two days ago that the case was with the specialist department and simultaneously forwarded the account closure – without the problem being resolved.
Today I requested my first chargeback for the missing amount; my lawyer advised me to start with this one and then, based on that (no response from the casino, many merchants, opaque FX fees, etc.), to carry out the others.
Therefore, I won't wait much longer, as I have gathered a lot of information about the casino in the meantime.
You are systematically ignored, as they apparently hope the player will give up.
In my opinion, the security index is not just low, but very low.
Best regards
Automatic translation:
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2 months ago
TranslationGood morning Tomas,
I wanted to give you an update.
The casino contacted me via email and sent me their terms and conditions.
They offered me a "goodwill" payment of 40 euros. Essentially, they made me a gesture of goodwill, offering 40 euros that were already mine, and tried to pass it off as goodwill. They only did this because I forwarded the lawyer's letter. They never responded to my previous 20 emails.
The FX fees, the constantly changing merchants, the foreign currencies, etc., are supposedly part of their terms and conditions. However, this does not supersede applicable banking law and clear transaction transparency.
I will now have it controlled externally via my bank/Mastercard.
I am nevertheless grateful that this incident occurred, as it was only afterward that I discovered this casino had a very bad reputation and an extremely low security level. Therefore, this was a lesson for me never to enter this type of casino again.
In conclusion, it's important to me that many people read this review so that others don't make the same mistake. It's crucial to gather information about foreign casinos and verify their legitimacy.
Thank you for your support, even though the casino has not responded to your inquiry and most likely will not.
Automatic translation:
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2 months ago
Dear Muhti75,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
