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.

If/When it's being looked at by the complaints team i'd refrain from sending them anymore emails or commenting specifically on them here 

Thank you, I’d previously spoken to our complaints team in regards to this.  So as already advised above please now wait until you hear back off our complaints team. Good luck. 

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 🤷🏻

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

Providing you've not done anything wrong you'll get paid, it's just the jumping through hoops they seem to make some folk do
Once you get your cash, close the a/c down and go somewhere decent who'll pay you before you even close the webpage 🙂

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

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. 

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

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

Thank you!
I submitted my complaint yesterday but I haven’t heard back yet. I also haven’t heard from the casino for a week now  is this a common issue with some casinos?