The player from Germany had been waiting for his withdrawal for two months and had repeatedly submitted the required documents, only to be asked for them again. He expressed frustration with the lack of response from support and mentioned similar issues with multiple affiliated casinos. The issue was resolved, and his account was successfully verified, allowing him to initiate his withdrawals. He received two payouts and was awaiting the final one, marking the complaint as resolved.
Casino Lab - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Casino Lab
Safety Index:LowCase summary
Discussion
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3 months ago
Translation
Hello everyone,
I've been lied to and stalled for three months. I've uploaded the required documents several times, and each time they're "REQUESTED" again. I sent an email to support a week ago with all the required documents. So far, nothing.
This behavior is similar to all their partners, FUNBET, SPYBET, SPORTAZA, etc. I have problems withdrawing from all of them. It's just disappointing.
Best regards
Automatic translation:
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3 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Could you please advise which documents you have already provided?
- Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Translation
Hello. My ID card, front and back. Complete credit card statement from June, as well as complete incoming and outgoing transactions from my checking account from June... a selfie with their casino website in the background... and they blocked my withdrawal! I just notice that they don't have any experts there who can read my documents.
I have sent them my documents more than 5 times.
Best regards
Enes
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2 months ago
Translation
Good morning
This is the tenth time I've uploaded my complete June credit card statement, including all incoming and outgoing transactions. Every time, I'm asked to do it again. This is a complete scam; I don't know what to do anymore.
But there's a system behind it. Casinolab, Funbet, and Spybet must all belong to a group that perpetrates this scam on almost all of their customers. Surely an official authority has to intervene?
Best regards
Enes
Edited
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2 months ago
Hello Endogs,
We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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2 months ago
Translation
Hello.
I sent them the two deposit slips again yesterday.
I can't shake the feeling that they don't want to and can't read my documents.
Maybe there are no trained employees working there?
It's crazy..
Best regards
Enes M***
Edited by a Casino Guru admin
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2 months ago
I apologize for the late reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
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2 months ago
Translation
Hello Kristina,
I just sent you an email with all the information you need.
Thank you very much for your support.
Best regards
Enes
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2 months ago
Dear Endogs,
We are glad to inform you that your account has successfully been verified.
We kindly suggest you to please attempt your withdrawal requests so we can help you further accordingly.
Kindly note that you can have a maximum of 3 (three) active withdrawal requests each having gap of 24 hours and for the forth one you have to wait for any one of the earlier 3 withdrawal request to be processed.
Kind regards,
CasinoLab team.
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2 months ago
Translation
Good morning,
I saw it, the ban was lifted.
I have just authorized the first €500 to be withdrawn.
I want to thank you very much for your help, you are WORLD CLASS 🙂
As soon as the first payout has been made, I will write immediately.
Best regards
Enes M***
Edited by a Casino Guru admin
Automatic translation:
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2 months ago
Hello everyone,
Thank you both for your replies.
Endogs, I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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2 months ago
Translation
Good morning,
I've initiated the payout and am still waiting for the first one. I'll let you know as soon as the first one is processed.
Best regards
Enes
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2 months ago
Translation
Hello everyone,
I received my first payout the day before yesterday.
I don't know how to thank you!
You have successfully completed all 4 of my topics and I don't know what I can give you back
As soon as the next payout is made, I will close this case as successful 🙂
Thank you so much "YOU ARE GREAT" 🙂
Best regards
Enes M***
Edited by a Casino Guru admin
Automatic translation:
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2 months ago
Translation
Hello everyone,
I just received the second to last payout.
Only the last 500€ are missing.
Thank you so much for your help!
Best regards
Enes
Automatic translation:
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2 months ago
Thank you very much for all the updates, Endogs. Hopefully, you will receive the last payment soon. Let me know if there is anything new.
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Endogs,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
