Casino Lab - Hráč kritizuje zdlouhavý proces ověřování.

withdr request 6 days ago, sent verification docs 5 days ago, been longer then 72 hours no replies

Dear Amy,

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.

Have you been advised what specifically seems to be a problem in verifying your account?

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,

Petronela

jve Provided them with all requested documentation. They have not advised of any problems the responses are just generic saying they have escalated this and the relevant team will be In touch. When I ring the listed phone number it just has an answer phone message saying contact them via email. Super frustrated as they said 72 hours for verification. It’s been almost a week. They don’t act at all like any casino I’ve dealt with I fear I have been scammed

Amy, 

Thank you for contacting Casino Lab Support with your request. 

We can see that this is forwarded to the relevant department as overdue however there is no update as of yet . We apologize for the inconvenience caused , due to higher volumes of requests there were some delays however the team will get back to you as soon as approved . 

We highly appreciate your continued patience. 

Thank you very much, Amy, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Amy!

I will take care of your complaint from now on. I would like to invite Casino Lab to this discussion in order to shed some light on the player's withdrawal process.

Hi Amy,

Thank you for getting in contact with us!

We are sorry to hear that you have experienced issues with the verification of your account. We've been in contact with the relevant team, and we can confirm that all your documents have now been reviewed and approved, and your withdrawal is set to be released by the end of today.

Given that it is a credit card withdrawal, please allow 1 to 3 working days for the funds to arrive to your account.

Should you have any further questions, please do not hesitate to contact us, we would be more than happy to assist!

Kind Regards,

Casino Lab Team

Hello Amy!

Thanks to the response from Casino Lab representatives, you should be able to receive your funds soon.

Please, let us know when you will receive the payment.

I will let you know once I have received payment. Regardless this has been the worst experience I have ever had with an online casino, please change there information to note the DO NOT have chat, EVER. It is just an automated not with no possible way to speak to a person. There is no phone number to reach them, just a answer phone message telling you to contact them on chat. I’ve sent over 50 emails to them and had roughly ten replies, none of them any help just generic responses most of them lies

The funds are in my account pending clearing

Thank you for the information Amy, I will patiently await your response, when the funds are received.

Hello Amy!

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Yes I received funds

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.