Casino Lab - Player’s withdrawals are delayed and account verification is refused.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Could you please advise when exactly you requested this withdrawal?
• Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards,

Kristina

Dear Kristina,

Thank you for your reply.

I requested my withdrawal on 17/08/2025. Since opening my account in January 2025, I have never received a single successful withdrawal.

My account was fully verified at the beginning, which took around six weeks. Despite this, CasinoLab later asked me to go through verification again, clearly as a way to delay or avoid paying me.

The casino has continued to delay, avoided processing my payments, and has now stopped responding to my emails altogether.

I kindly ask that you proceed with my complaint, as it is clear CasinoLab has no intention of releasing my funds voluntarily.

Best regards,

Luke W***

Thank you for your reply. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you accumulate your winnings with or without an active bonus?
• Could you please advise us on the current status of your withdrawal requests? Are they marked as pending or processed in your casino account? If possible, please post a screenshot of all your withdrawal requests here in this thread.

Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Romi ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Casino Lab,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Dear all,

We would like to inform we have just requested the 3 active withdrawals to be paid with priority.

They will be paid as soon as possible, they have been scheduled to be paid today 15-10.

Thank you for your comprehension,

Kind Regards,

CasinoLab

Dear CasinoLab Team,

Thank you for your update and for processing the three withdrawals. I’d like to kindly remind you that there is still a remaining balance of £1,000 on my account that has not yet been paid.

Could you please confirm when this remaining amount will be processed as well?

Kind regards,

Luke Welsh

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Lukew801,

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,

Romi