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.

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.

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

Hi Veronika,

Thank you for your response and for looking into my complaint.

Please find below the answers to your questions:

I will forward my communication with Casino Lab customer support, including screenshots and emails regarding the cancelled withdrawals, to your email address shortly.

I have mainly tried withdrawing using the same payment method that I used for deposits, as instructed by the casino. I have also followed all the instructions they provided regarding withdrawals, but the requests continue to be cancelled.

I contacted customer support through email and attempted to seek assistance regarding the issue. However, I either received generic responses or no meaningful resolution. I was not informed about any possibility of manually approving the withdrawals.

The winnings were accumulated through normal casino gameplay (Crack on Piggy bank) on slot games.

To my knowledge, all wagering requirements connected to my balance were completed before I attempted to withdraw.

The payment method I selected for my withdrawal attempts was the same method I used to deposit funds into the casino.

The main issue is that every withdrawal request continues to be cancelled without a clear explanation, despite following all instructions provided by the casino. I have never successfully withdrawn any money from Casino Lab. The first time I attempted to withdraw, my balance was approximately $50. I made several withdrawal requests, but none of them were successful because they were always cancelled.

Earlier this month, I decided to continue playing with the remaining balance, and my winnings increased to approximately $250. I then attempted another withdrawal, but the same issue happened again and the withdrawal was cancelled.

Please let me know if you require any additional information or documents from me.

Kind regards,

Virginia

Thank you for your response and for your emails.

Based on the screenshots you sent, I can see that you used Apple Pay for your deposits. Are you also able to use Apple Pay for withdrawals, or is Visa card withdrawal the only available option in your casino profile?

If possible, could you please send me a screenshot showing the available withdrawal methods from your casino account?

Thank you in advance for your cooperation.

Dear V.V0374,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru