CasinoLab— player complaints: 14 in English

Reason: Delayed payment I have three pending withdraws from 17.8. , 18.8. and 19.8.Total amount of 2400€. I have frequently asked from customer service why it is taking so long. Answer is always the same, we have increased amount of withdraw requests. And now latest was there was on unexpected delay and when i try to Ask More detailed reason they don't give it. I still have 12000€ to withdraw after these and with this rate it is going to take forever. My account doesn't need verification and they have not asked any documents.

I am writing to complain about an issue regarding Gambling with Casino Lab. I have already raised the issue with this organisation, and it has not been resolved to my satisfaction in the several days since I first contacted them. I have now exhausted their complaints procedure. This is what I asked Casino Lab to do to resolve my issue: Send my money to my bank account This is how they responded: that they have a high volume of withdrawal and this thing happen and i have to wait more I have decided to escalate my case to you because the company hasn't addressed my issue, i have currently 3 pending withdrawals of 3x 500€ in an amount all together 1500€ on my balance is still 2800€, which i can not withdraw due to limits, the deposits were made from my credit credit directly, without any bonuses so the money is clean and withdrawable I made a withdrawal on 18.03.2025 and they process them in days business days aka 72 hours, without weekends and holidays and this period has passed and to this day then need to transfer me 1000€ and i asked them to increase my withdrawal limits, since they are behind my withdrawals so i can at least start making new ones, they said they can't do that because i am only level 2 on their site.... As I am sure you understand, my overall experience has been extremely frustrating, and I am after a reasonable and fair response from Casino Lab.

I closed my account and requested my withdrawal of 350 pounds less charge for withdrawal. That was on the 27th October 2021. They asked for verification documents again which were verified. They then said there was a problem with payment company?? Total lies. I am still waiting and I have kept all emails They have sent although very few responses. I am sending a contact form daily but they don't answer. I don't know what to do to get my money returned. They are despicable to treat customers this wY

I made an initial £20 deposit, to receive a £20 matching bonus. Once my £20 was spent, I was then playing with my bonus. I managed to win £900 with my bonus, which stayed as a bonus fund. As I'm well aware I needed to wager 40x my £20 to unlock the bonus, I wagered a series of £20 wagers until I received a notification about my bonus converting to real money ("you are now playing with real money"), at that point, I withdrew my £870. However, CasinoLab has revoked the withdrawal, citing it's a breach of their bonus T&Cs. If that's the case, they should've returned the bonus £870 to me rather than cancel it outright. 1. If it's against T&Cs, why did the bonus convert to real money that I could withdraw? Rather than stay as a bonus. I received confirmation that the withdrawal went through, and a note to say that I could not cancel or reverse it. I made further bets on the basis of this win, money I should not have bet otherwise, but felt comfortable on since I made a significant win. I feel I've been conned.

Went on chat about my withdrawal. Explained all my mental health issues and [EDIT] said he'll self exclude me to help me and my withdrawal will get processed that day as a matter of urgency. He said check my emails very shortly... been a week and nothing. No responses. No live chat. Disgusting. My mental health has deteriorated rapidly.. I sent him my psychiatrist report..he promised It would be processed

I have been waiting 8 days for casino lab to verify my proof of address. I have sent documents which meet their requirements 3 times. They just keep telling me to wait. I have emailed their complaints department too but same response telling me to wait. They will not process my funds in the amount of £710.00. I need some help resolving this.

On 17th March I registered and deposited a total of 1800 into my CasinoLab casino account. I won a total of 2000 and withdrew my balance. At the time of doing so I asked for a cooling off period and also checked with the casino if I was able to still withdraw and cool off they said I could via chat. The next day they asked for my documents and then I recieved an email saying I have been banned. There has been no further Comms and they will not reply,the ADR service pardee are also not replying and I am growing deeply concerned in which direction they are going. They have a habit of not paying out after checking ThePoGG they are blacklisted Could you please contact them since Pardee are not responding to any communication and neither are the casino

I won £100 2 weeks ago. After a few days pending they asked why I had used a card with a different name on and I said I had changed my name legally by deed poll and sent in the documents. A few days later they said they needed I’d documentation so sent it all in 2 of the docs have been verified but 2 haven’t and have been pending for days. Sent numerous emails they said give them up to 72 hours. It has exceeded that now and my emails are being ignored. Live chat is just a chat bot and you get no where. It tells you to email them. I thought Genesis global would be better after losing their license in the UK. They haven’t had it back that long ? Very frustrated.

Hi. I'm sorry I contacted you last week about a problem with a withdrawal, I then messaged to say I thought it had been sorted but it has not! It is now 18 days waiting for my withdrawal,I have sent casino lab my documents that they requested twice but to no avail. All you get back is a generic email saying its being looked at. Their live chat is a bot that is completely useless and just basically tells you to email them and their phone number is just a recorded message! Don't know how they can get away with it! I am also locked our of my account as they say I have chosen to self exclude which again is totally false! Just don't know where to turn guys! Hopefully you can help me?? Thank you.

I have put in for a withdrawal last thursday, suddenly asked for documents, which ive sent, no email reply, no live chat for three days and no answer on the phone after numerous calls.

Hello, I've been waiting for my withdrawal since 25th November and have still not received anything. I've been on live chat numerous times and keep getting told the same thing.

I requested a withdrawal about 8-10 weeks ago (can't be sure of the exact date because they have blocked my account) but everytime I email them or go on to live chat they give me the same story of 'someone is looking into it so just bare with us'. They never get back to me and for them to take 10 weeks is ridiculous. Thanks.

Unpaid withdrawal from 24th november. Account has been verified fully as have other genesis sites. Stalling on paying my winnings by running random security checks on my account. Live chat no help no reasons or timeframe given. No reason to not pay was won in cash not bonus no terms broke.

Hi, I'm waiting for a withdrawal from Casino Lab owned by Genesis since the 20th November. I am fully verified on their network from a sister site in the group where I won and provided all ID including many selfies. From the win on Casino Lab, they have asked for all this again. I have pointed out that I am verified on the group and I shouldn't need to resubmit all this info but they are ignoring all my emails. Can you please help them to pay out as I don't think it's reasonable to have to send all this over yet again.