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I am submitting a complaint regarding delayed withdrawals and restricted access to my funds at CasinoLab.

The total amount currently inaccessible to me is €550.

This consists of:

• €250 in pending withdrawal requests (€150, €75, and €25), all of which have remained in "pending" status beyond the casino’s stated processing timeframe
• €300 still remaining in my account balance, which I am unable to withdraw because the system states that I have reached the maximum number of pending withdrawal requests

As a result, I am unable to access my full balance.

My account also indicates that verification is not required, so the delay cannot be explained by any pending verification procedure.

In addition, customer support has provided inconsistent information. I was initially told that payment would be completed within a specific timeframe, but later I was told that no concrete date could be provided.

This complaint is therefore not only about delayed processing, but also about the fact that the casino is preventing me from withdrawing the remaining balance while simultaneously failing to process the existing withdrawal requests.

I have attached screenshots showing:

• the pending withdrawal requests and their amounts
• the remaining account balance
• the message stating that no further withdrawal requests can be submitted due to the maximum number of pending withdrawals
• the account verification status

I kindly request assistance in resolving this matter and in securing access to my full balance of €550 without further delay.

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Dear Frankdefrankie,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Karla,

Thank you for your response.

I understand the general 14-day guideline. However, I would like to highlight that my case involves additional concerns beyond standard processing time.

I have €250 in pending withdrawals

I also have €300 in my account that I am currently unable to withdraw

Initially, CasinoLab stated that no account could be found

Later, they acknowledged the withdrawals without providing a clear explanation

These inconsistencies raise concerns beyond a typical processing delay.

I am fully cooperative and willing to complete any verification if required, but at this moment no such request has been made

Update regarding my complaint:

I have contacted the casino via live chat and received the following confirmations from their support team:

The casino stated that the delay is due to a high volume of requests from their financial team.

At this moment:

Based on their own confirmation, the delay is entirely on the casino’s side and not caused by any missing documents or account issues.

I will continue to monitor the situation, but I would like to emphasize that the withdrawals are already outside the expected processing timeframe.

Update regarding my complaint:

There has been further progress on my withdrawals.

Since my previous update, the casino has processed and I have received the following payments:

This confirms that:

The remaining €300 withdrawal was submitted recently, as it was previously not possible to request this amount due to system limitations on the number of active withdrawals.

At this moment, the €300 withdrawal is in processing.

While I acknowledge the partial payments, the withdrawal process has been slow and inconsistent, and I am still awaiting the final amount of €300.

I will continue to monitor the situation and provide further updates if needed.

Dear Frankdefrankie,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

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

Dear Frankdefrankie,

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,

Karla