Casino Lab - Pelaajan kotiutusta on viivästytetty ja rajoitettu.

I am submitting a formal complaint regarding CasinoLab and the withholding of my funds.

CasinoLab currently owes me £7,319 in outstanding withdrawals. I had previously been able to withdraw larger amounts from my account, however my account status was later changed and my withdrawal limits were suddenly reduced to £500.

Since this happened, CasinoLab have either delayed, restricted, or refused further withdrawals, and I am now unable to access the remaining funds owed to me.

I believe this treatment is unfair and extremely concerning, particularly as the restrictions appeared after I began withdrawing larger amounts from my balance.

I have already successfully withdrawn some money previously, which confirms the winnings and account balance were accepted by CasinoLab at the time. Despite this, the remaining balance continues to be withheld.

I would appreciate your assistance in investigating this matter and helping recover the remaining £7,319 owed to me I would like the full amount withdrawn as soon as possible

I can provide screenshots of:

My current balance

Withdrawal history

Emails and chat conversations with CasinoLab

Thank you for your time and assistance.

Kind regards,

Luke ****

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Lab.

Please allow me to ask you a few questions so I can better understand the situation.

• Do you have access to your account?
• What account status change are we talking about? How were you notified about the change?
• Did you achieve your current balance with the help of a bonus?
• When was the last time a payout was processed?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas,

Thank you for your reply.

Yes, I still have access to my account.

The issue is that my account level was previously Level 5, but it has now been changed to Level 1 without any proper explanation. Because of this change, my withdrawal limits have been reduced and I am currently unable to withdraw the remaining balance owed to me, which is approximately £7,319.

I was not clearly notified about why the level was changed. I only noticed it when trying to withdraw funds from my account.

The balance was not achieved using any bonus funds. It was built using my own deposited money and winnings from normal gameplay.

The last successful payout I received was before the account level was changed. A £1,500 withdrawal was also cancelled, which added to my concerns about the situation. Since then, withdrawals have either been restricted or not processed properly.

I will send screenshots and copies of my communication with the casino to your email shortly, including the changes to my account level and withdrawal issues.

Thank you for looking into this matter and I appreciate your help.

Best regards,

Luke *****

Thanks for your reply and clarification.

• When was the last time the casino processed your payout?
• Were you able to request a new payout since your last post?

Please let me know whether your payouts progress at all.

Hello,

The last payout the casino processed was on the 10th of May.

Before my VIP level was changed from Level 5 to Level 1, the casino had already cancelled two of my withdrawal requests. This makes me feel they already knew they were going to change my account level before they actually did it.

At the moment, I cannot withdraw anything from my account at all, and the payouts are not progressing.

Kind regards,

Luke ***

Dear Lukew801,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Lukew801,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Casino Lab to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Casino Lab,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Dear Lukew801,

Following a review of your account in relation to your concerns, we wish to bring to your attention to the following aspects of the General Terms and Conditions, which you acknowledged upon the creation of your account on our website:  

• 6.12 :- The customer's VIP level is determined by the activity during 90 (ninety) calendar days prior to the submission of the withdrawal request and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received. The status of a customer who hasn't been actively placing bets for a month is automatically lowered to the lowest level. 

Additionally, your last withdrawals was cancelled by the payment provider and it was returned back to your account.

At this moment, we do not observe any pending withdrawals. You may proceed with the withdrawal request in accordance with the established withdrawal limit. (Clause 6.11).

• 6.11:- All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

In your case the following limits apply:

(LEVEL 1) 500 EUR per transaction, every 24 hours / 7,000 EUR per month.

We look forward to your update.

Kind regards,

Casino Lab team.

Thank you for the response.

However, I would like to clarify that from my account history, the withdrawals appeared to be cancelled by the casino side rather than by myself. These cancellations happened around the same time my VIP level changed and withdrawal restrictions were applied.

This is why I raised the complaint, as it became difficult to access my winnings despite previously having different withdrawal conditions.

I will continue attempting withdrawals under the stated limits, but I ask for confirmation that future withdrawal requests will not continue to be cancelled or delayed unnecessarily.

Dear Casino Lab,

Thank you for the clarification. The terms cited explain how the VIP level is determined, but Luke's account shows two withdrawals were cancelled before the level change took effect. Could you confirm what caused those specific cancellations and on whose side they were initiated?

Dear Luke,

Could you please attempt a withdrawal under the current limits and let me know whether it goes through or gets declined?

Dear support

Before I submit another withdrawal request, could you please clarify why the previous withdrawal requests were cancelled and confirm whether those cancellations were initiated by your team or by the system on your side?

My concern is that the withdrawals were cancelled before any VIP level change took effect, so I would appreciate a clear explanation for those specific cancellations.

I would also like to point out that I have not been able to successfully make a withdrawal since 13 May. I have attempted withdrawals every day since then, but have been unable to receive my funds.

Given these circumstances, I would appreciate confirmation that any new withdrawal request submitted under the current limits will be processed without being cancelled or otherwise delayed.

I look forward to your response.

Kind regards,

Luke ****

Dear Lukew801,

We can try to understand your concern. We had already informed related to your last withdrawal attempt, in our previous correspondence on this same complaint thread, on May 27, 2026.

We would like to provide you with more specific details regarding the cancelled withdrawal. Please find the additional information below:

The withdrawals attempted on May 7, 2026, and May 11, 2026, for 1,500 GBP each, were cancelled by the payment provider. Hence, they were returned to your Casino Lab account.

We hope we were able to answer your concern related to the cancelled withdrawals.

Additionally, please be advised that you are permitted to have a maximum of three (3) active withdrawal requests, each separated by a gap of 24 hours. For the fourth request, you will need to wait for one of the previously submitted three withdrawal requests to be processed. 

We look forward to your update.

Kind regards,

Casino Lab

Thank you for your response.

While I appreciate the clarification that the withdrawals on 7 May and 11 May were cancelled by the payment provider and not by me, this still does not explain why my withdrawals continue to remain pending.

It is now June, and I currently have three withdrawal requests pending:

£500 submitted on 1 June 2026

£500 submitted on 2 June 2026

£500 submitted on 3 June 2026

None of these withdrawals have been processed. I currently have £1,500 pending and a remaining balance of £5,819.90 in my account.

I have been attempting to withdraw my funds since 13 May 2026, yet I have still not received any successful payment. The issue is no longer limited to the withdrawals cancelled in May. My current withdrawal requests are simply remaining pending without being processed.

Could you please explain:

Why the June withdrawal requests have not yet been processed.

When the pending withdrawals will be approved and paid.

What timeframe I can expect for the withdrawal of my remaining balance.

I would appreciate a clear explanation, as my funds have been inaccessible for an extended period despite repeated withdrawal attempts.

Dear Lukew801,

We are pleased to inform you that your withdrawal form June 1, 2026, for 500 GBP, has been successfully processed, and the funds were dispatched from our end on June 5, 2026.

The funds may take between 3 and 5 business days to reflect in your account, however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

Please be advised that the pending withdrawals are currently being processed and will be completed as expediently as possible. We will provide a further update regarding the status of these transactions at the earliest opportunity.

We sincerely appreciate your patience during this time. Thank you for your understanding.  

Kind regards,

Casino Lab team.

Dear Lukew801,

Please keep us updated on the status of your withdrawals.

Thank you for the update.

I can confirm that I have now received the £500 withdrawal in my bank account.

I am currently waiting for the remaining withdrawals to be processed. My withdrawal limit reset in June, so I am hoping the outstanding payments will now continue to be paid in accordance with the casino's withdrawal limits and processing times.

I will keep this complaint open and provide further updates until all funds have been received.

Thank you for your assistance.

Thank you for the update. I will patiently await the next information from you.

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,

Hadi