Casino Lab - Pelaajien kotiutukset ovat viivästyneet.

I made first withdrawal 15.7 and after week or so i needed to verify my account.

I sent all documents that i got asked quickly and then they checked the documents for like week or two so really slow..

I kept asking them what's the situation with my account verification and they answered 3.8.2026 that i need to upload Proof of Address which is odd because i uploaded a valid official Proof of address weeks ago.. So i provided them 2 official Proof of Addresses.

Finally 11.8.2026 they told me that my account was verified.

After they told me that my account is verified they suddenly cancelled all my queued withdrawals for some odd reason they couldn't tell

They told me now few days ago that they are STILL waiting for my Proof of address... I'm not understanding this.

I have provided all documents they have asked but still this process is not going forward.

There is screenshot of the message they said that my account is verified + whole email conversation with Casinolab.

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 does that, do not share any information.

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Stay safe.

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 takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please explain what kind of document you sent to the casino for verification of your address?
• Have you received any communication indicating the status of your latest document submission?

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,

Attila

Yes i am aware that KYC is necessary but that's not the problem here.

I sent certificate of residence from goverment + an bank statement with the same address.

So i gave them 2 different choices so they can decide what's better

They haven't answered to me yet when i asked the situation with my proof of address.

I have sent those 3 times now but still some how my account is not verified

Thank you for the clarification.

Could you please forward the proof of address documents that you submitted to the casino but which were not accepted for verification? In particular, please send us the certificate of residence and/or bank statement that the casino was unable to verify.

You can send the documents directly to my email at attila.g@casino.guru.

Thank you in advance for your cooperation.

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I mean i don't know if they have declined them but they just disappear and they ask it again and again.

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, Lucia (lucia.s@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,

Attila

Hello Alexvesaharju,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

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 issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia