The player from Germany had requested a payout of €500 on September 9 after canceling a bonus and maintaining a balance of €2,500 in real money. Since then, three payouts had remained pending, and he encountered repetitive stalling responses from live support, leading him to believe that the casino was withholding his winnings. The issue was resolved as all remaining withdrawals of €500 were successfully processed and credited to his bank account after a prolonged delay of over 42 days. The Complaints Team confirmed the resolution and encouraged the player to share feedback on their services.
Casino Lab - Player's withdrawals are delayed and pending.
Resolved
Our verdict
Case closed
Amount: €2,500
Casino Lab
Safety Index:LowCase summary
Discussion
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5 months ago
Translation
I deposited at this casino and played with a bonus. The bonus was non-sticky; I had already made a profit with real money, and then canceled the bonus, leaving me with a balance of €2,500 in real money.
Now, on September 9, I requested my first payout of €500 (three payouts have been pending since then).
Nothing's happened so far. You hear the same thing over and over again on live support, and they always resort to the classic "stalling" tactic, saying, "The responsible department will take care of it," etc.
Now I'm forced to file a complaint here, as I've reached the point where I consider this casino to be dubious, as it deliberately and deliberately tries to use every means possible to withhold my winnings. (September 16, 19, 22, 28)
Attached are 4 screenshots with chat histories with live support and the date of the chat histories is clearly visible in the bottom right corner.
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5 months ago
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.
Dear myrulez92,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with CasinoLab (https://casinolab1.com/de/). Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit?
- Could you please confirm that you have passed the KYC verification?
- Have you been notified that the wagering of the bonus was completed?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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5 months ago
TranslationHello Katarina,
The payment method was bank transfer, and I used the same method for the withdrawal.
So far, I haven't even received a KYC request; they don't respond to anything.
The conditions were met because the bonus was non-sticky, I was still playing with real money, and I only had to wager my deposit once. So, everything was completed correctly.
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5 months ago
TranslationHello Katarina,
something has happened.
I had requested three withdrawals (€500 each), and two of them have already been successfully completed and deposited into my account. The third withdrawal was canceled.
So I now have €1,500 left in my account, which I can request with three withdrawals of €500 each. We'll see if one of the withdrawals gets canceled again.
So, of the €2,500, a total of €1,000 was successfully debited.
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5 months ago
Dear myrulez92,
thank you for your messages and update.
We are pleased to see that the casino has begun processing your withdrawal requests.
Have you received an explanation of why was the last request canceled?
Please notify us when the funds have been successfully deposited into your bank account.
Looking forward to your reply,
Katarina
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5 months ago
TranslationHello Katarina,
I have not received any explanation as to why the payout was canceled.
I will report whether the last three withdrawals of €500 each also find their way into my account.
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4 months ago
TranslationSo far nothing else has happened, there are still 3 payouts open with 500€ each
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4 months ago
Dear myrulez92,
thank you for your reply.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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4 months ago
TranslationHello Katarina,
I sent it to you by email.
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4 months ago
TranslationHello Katarina
I'm pleased to announce that the remaining three withdrawals were all successfully processed today and have been credited to my bank account. It was another slow and tedious process, taking over 42 days, but in the end, everything was paid out.
Here again an appeal to everyone: Go after your money and do not wait but act otherwise you will only be kept waiting and will never see your profits in your account
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4 months ago
Dear myrulez92,
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,
Katarina
Casino.Guru
