Casino Lab - 選手の退会が遅れました。

Hi good day, I played at the casino "Casino Lab" since the date "Sept, 26,2022" I’m trying to get my winnings.

The casino is not able to cash out my winnings for couple months now and the live chat isn’t really helping me out here.

Please much help is needed to sort this out.

Thanks in advance,

Michael T***

Dear Mikeystar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

Hi Kristina,

Yes I've gotten and email that all my KYC has been passed and my account is verified.

I've accumulated my winnings with bonus, however, my wagering has been completed 3 months ago.

I also have documented my works and when my email of the account has been verified, which was on 18nov2022.

I've requested multiple withdraws from canceling the original and initiated a new withdraw hopefully it will go through. Most recent withdraw was on 28 nov2022 as you can see in the screenshot that I've provided.

Thank you,

Michael

Thank you very much for your reply, Mikeystar. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi good day, I played at the casino "Casinolab" since the date "Sept 26,2022" I’m trying to get my winnings.

The casino is not able to cash out my winnings for couple months now and the live chat isn’t really helping me out here.

My first deposit was on Sept,26,2022. My win was about $597.25 CAD.

Now for the past 2-3 months i've been back and forth with casinolab staff. Asking for details and documents in order for them to verify my account. 

Finally, after 2 months of emails, my account was finally verified on 18nov2022. I've then requested 1 withdrawal on 23nov2022 and it was cancelled. Therefore, I've re-initiated the transfer again on 28nov2022. And this is after all of the account has been verified and live chat kept saying please wait. But there is no help from their end. 

Recently, I have been asking them to check on my withdrawal request and they told me that there are problems with the process. This has been going on for the past 3 months and no one can help me.

Please let me know what I can do?

Please much help is needed to sort this out.

Thanks in advance,

Michael

I have not received any emails with the communication between you and the casino. Could you please forward it so we can move forward with this complaint?

Hi Kristina,

I've sent you an email just now.

I believe your previous statement state that alternatively I can post onto this thread.

Thank you

I sure did, however, I cannot see the messages in emails between you and the casino.

Nevertheless, I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Mikeystar,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Casino Lab to join the conversation.

Dear Casino Lab,

Can you please provide more information regarding the player's long withdrawal delay?

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.

Dear Mikeystar,

Casino Lab hasn't responded to me yet. Have they, by any way, responded to you?

Dear Mikeystar,

We recently found out that Casino Lab is closed. We have received multiple complaints about this casino, and there has been no reaction from the casino at all, so I'm afraid there is not much we can do. I recommend you contact MADRE – an alternative dispute resolution service (https://madre-online.eu/) and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (michal.k@casino.guru).

We are sorry we could not be of more help on this occasion.

Best regards,

Michal