Atewdan

Hi guys, Casino Lab emailed me to say they’ve closed my account, voided my winnings and won’t refund any money I’ve deposited. They said I’m registered as a problem gambler on Gamstop and I used false details when I registered. I’m not registered on Gamstop and I’ve used my own details, which they’ve verified. I’m kind of at a loss now and to be honest it’s causing quite a bit of stress and it’s all over some money they’re refusing to pay which I can live without. But I’m angry they’re doing this to people who have played by the rules and in good faith and they seem to be getting away with it.

Hi guys I didn’t get a reply from the complaint so it’s marked as unresolved. They haven’t got back to me either for two weeks now. Are there any other options do you think?

Thank you! I submitted it with the evidence you outlined Just to update you, since they asked me to upload a selfie holding my passport on Monday I haven’t heard a thing, no replies to my emails and they’re still showing as ‘pending review’.

Had zero response

I think it’s a stalling tactic tbh, but the withdrawal is £900 so I’ve sent it in.

Ok thank you I sent the selfie to Casino Lab. They didn’t say what investigation so I’m unsure

Hi guys, Casino Lab have just emailed me to ask me to send them a picture of me holding my ID. I don’t understand why they’re asking for this as I sent my ID to them weeks ago and they verified it They still haven’t processed my withdrawal. And my complaint to Ask Gamblers was rejected It says because: pending casino investigation not over yet

Ok great, thanks for your help and insight, I appreciate it

A week ago after they verified my documents: Kindly note that your withdrawal is undergoing a routine check by the finance department, you will be contacted via email once the routine check is completed.Please be advised that in some cases withdrawals can take longer than anticipated to be processed.However I have escalated this to the relevant department to settle this as soon as possible. What’s to check? It was free spins winning!

Precisely! I thought it was very strange that they asked me to verify myself when they literally just confirmed I’d passed the electronic verification I think them asking if I’m financially responsible may be a way for them to withhold the money But it’s actually annoyed me because they shouldn’t be withholding the money I won legitimately.

Oh my word, they’ve just replied to my email saying they’ve now escalated it to someone senior (they said the same a week ago), and then this: “With that said I wish that you elaborate a bit more when you requested for this to be resolved urgently.Are you relying on these funds to pay for your daily needs?Do you feel that you are in control of your gambling?” I put ‘Urgent’ in the subject line of one of the several emails I sent as they weren’t responding and I stated in the email that they aren’t responding and there’s no other way to contact them other than email. For them to put this on me suggesting I may not be financially responsible is actually quite rude and offensive.

Thanks for sharing I won’t give up then. They actually emailed me during verification saying that my passport wasn’t clear and I needed to submit another form of identification. Which was bizarre as my passport was taking high res and crystal clear So I re-uploaded the same crystal clear photo and they verified it. But it meant adding 2 weeks to the 5 weeks I’ve been waiting so far. They also don’t accept bank statements as proof of address, how bizarre. So I used my mobile phone bill.

Ah wow, I didn’t know that! From what I deposited (I made 4 deposits), I won nothing. But they gave me free spins and I won £70 from those and then won £902 from the £70 so cashed out.

Oh no!! I did check to see that they’re regulated etc before I joined, but I wish I’d seen their trustpilot as it’s littered with similar experiences. When I saw that their live help is a bot and the phone line is just a recorded message I started to think something wasn’t right How much hot soup are they in? And more specifically, do you think I should potentially give up chasing the winnings or?

I know who Gandalf is atleast! Thanks for the context. I’m keen to hear about his experience!!