Casino Lab - Player's winnings are being canceled.

Hi,

I am submitting my formal complaint regarding Casino lab due to repeated failure to pay my winnings and lack of responses from customer support.

approximately 3 months ago, I requested a withdrawal which was they always cancel.

the first withdrawal was last February. They cancelled with proper no reason provided. Since then, I have made several withraw attempts, and they still canceled it.

Each time I withdraw I will receive an email stating that it was canceled because of technical error. My account is fully verified. I am using the same payment method for deposit. my current balance is $250 aud. and last May 8 I tried to with raw after the last one I did last Feb. and they cancelled again. This is really stressing me.

May I request an assistance in recovering my money. I also request investigation why casino lab is acting breach of fair withdrawal practices.

i am unable to resolve this issue directly with them as they are not our providing clear explanations .

Thank you for your assistance.

Kind regards,

Virginia V.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward the communication between you and the casino customer support regarding the issue with your withdrawal requests to veronika.f@casino.guru?
• Have you tried selecting a different payment method for withdrawing your winnings?
• Have you contacted customer support via live chat or also via email? In your communication with them, did they mention the possibility of manually approving your withdrawal request?
• What types of games did you play in order to accumulate your winnings?
• Have you completed the wagering requirements for your balance before attempting to withdraw?
• Which payment method did you select for your unsuccessful withdrawal attempts?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika