Casino Lab - Výběr hráče je zpožděn.

I been waiting for my withdrawal over 3 weeks now and im getting same answer all the time saying its under review I contact the uk gambling commission if i don’t receive the money this week im gone do everything you cant keep peoples money i got loans to pay and bills i will do everything to get the money and help other to get their money

Hello seyfikoc2014,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Lab. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account verified 8 days ago

winning with real money i never get bonus

i spoke them 3 days ago and they keep saying same things its under review

Please note that it might take up to 14 days after finishing the verification to receive the payout so please let us know until the end of this week it if will or not.

Im emailing them everyday and they keep saying same things its under review first i make the withdrawal 23.11.2022.

Thank you seyfikoc2014 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi seyfikoc2014,

I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I'd like to invite a representative from Casino Lab to join the conversation and participate in the investigation of the case. Could you please provide more information about the reasons for the player's withdrawal request being reviewed for a longer time?

Looking forward to hearing from you!

Regards,

Natalia

I dont know why they keep saying I have wait they don’t give any reason they keep saying same things thats all its been a month and im still waiting account was verified 3 weeks ago!!

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi seyfikoc2014,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Independent Betting Adjudication Service – an alternative dispute resolution service (https://www.ibas-uk.com/contact-ibas/), and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the UK Gambling Commission itself (https://www.gamblingcommission.gov.uk/public-and-players/complaints). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia