Casino Lab - Verification & Withdrawals

[Atewdan]

Hi all,

Has any one ever made a withdrawal from Casino Lab?

I joined last month, passed the auto verification, made a deposit and won £900. I made a withdrawal but then received an email saying I needed to send my ID and proof of address. It took them a month to verify my documents after many, many emails and excuses of it being the bank holiday weekend, a weekend, another weekend, yet another weekend, extra workload etc etc.

They finally verified my account last week but now my pending withdrawal (the same one that’s been pending since last month), is now being “checked by the relevant department”, and that they’ll get back to me in due course. But not to worry as they’ve expedited it (a week ago and it’s still pending).

Their phone number doesn’t work, their live chat is a bot and they take about a week to reply to an email… highly frustrating!

I’ve looked up the company that owns Casino Lab and they seem legit but I wanted to see if any one else has had any issues?

[Atewdan]

Hi all,

Just to add that I’m no longer getting replies to emails. Is there a way to complain about this to a regulator or an external complaints process?

[cocopop3011]

Hi and welcome to the forum , I am sorry for the dealyed response on this one. 

We have this casino at AG so you can use our complaints procedure if you feel the casino are not helping you anymore. Please feel free to submit a complaint and let me know if you require any assistance.

[Atewdan]

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?

[kayenne23]

3 hours ago, Atewdan said:

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?

Yes this is the most common issue, players have against casinos. I have personally seen complaints that took 1 year to be fully completed. Pending withdrawals for 4 months( see bao casino) etc. 

Your complaint will be approved, possibly on Monday. Don't worry. 

[Blackjax]

Its a genisis casino with MGA license. Mr pinnit will definetly have to say something about this. Mr Pinnit feast.

[cocopop3011]

7 hours ago, Atewdan said:

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?

Has your complainted been approved?

[Atewdan]

7 hours ago, Blackjax said:

Its a genisis casino with MGA license. Mr pinnit will definetly have to say something about this. Mr Pinnit feast.

How do you mean sorry?

[Atewdan]

7 hours ago, cocopop3011 said:

Has your complainted been approved?

I haven’t had any emails saying it being been approved yet

[Blackjax]

3 hours ago, Atewdan said:

How do you mean sorry?

What?

[cocopop3011]

3 hours ago, Atewdan said:

I haven’t had any emails saying it being been approved yet

Okay please allow the team to look at the complaint and if it fits the guidelines it should be approved soon.

[Atewdan]

49 minutes ago, Blackjax said:

What?

I don’t understand who mr pinnet is

[Blackjax]

3 minutes ago, Atewdan said:

I don’t understand who mr pinnet is

Mr @pinnit2015 is like gandalf of UK/ Mga licensed casinos. Casino lab is operated by genesis casino and mr pinnit will be having a personal experience to share with all of us. 

I hope u know who gandalf is...

[Atewdan]

7 minutes ago, Blackjax said:

Mr @pinnit2015 is like gandalf of UK/ Mga licensed casinos. Casino lab is operated by genesis casino and mr pinnit will be having a personal experience to share with all of us. 

I hope u know who gandalf is...

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

[Afi4wins]

14 minutes ago, Atewdan said:

I don’t understand who mr pinnet is

What Blackjax meant to say is that Mr Pinnit is a member here at Askgamblers, is residing in the UK, and he probably knows a lot more about the casino owner Genesis than any other members.

As far as I am concerned, all I can say is avoid playing at all Genesis casinos, as they are currently in hot soup, if you know what I mean.  

[Atewdan]

2 minutes ago, Afi4wins said:

What Blackjax meant to say is that Mr Pinnit is a member here at Askgamblers, is residing in the UK, and he probably knows a lot more about the casino owner Genesis than any other members.

As far as I am concerned, all I can say is avoid playing at all Genesis casinos, as they are currently in hot soup, if you know what I mean.  

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?

[Afi4wins]

49 minutes ago, Atewdan said:

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?

Honestly speaking, I am restricted from playing at all UKGC licensed casinos, Casino Lab included, so I really don't know much about Genesis, except for what I've read that they've been heavily fined before and their licenses may be on a noose!

As for your winnings, you should always go for it...you've earned it and should get it. Don't give up so easily...never give up! 

[Blackjax]

I did play at one of their casino  called casino cruise. They have very bad RTP. Lost 120 euro without any significant wins. I was doing 20 cent bets and still could not manage anything to win. Bonus never triggers on most of the slot and on the few it does 10x 15x payout. U r lucky to manage a cashout. 

[pinnit2015]

You have to be pretty bad to get ur licence pulled (albeit re-instated) but Genesis are really poor - history of stalling payments means it's a business practice of theirs. 

[pinnit2015]

2 hours ago, Blackjax said:

Mr @pinnit2015 is like gandalf of UK/ Mga licensed casinos. Casino lab is operated by genesis casino and mr pinnit will be having a personal experience to share with all of us. 

I hope u know who gandalf is...

I make a beard far more sexy than that, gimme some credit

But, yeah, as above, don't give up the cash; they do pay and in theory they shud be on their best behaviour after their  second chance by the GC - unfortunately a rotten apple never regenerates. 

[Atewdan]

1 hour ago, Blackjax said:

I did play at one of their casino  called casino cruise. They have very bad RTP. Lost 120 euro without any significant wins. I was doing 20 cent bets and still could not manage anything to win. Bonus never triggers on most of the slot and on the few it does 10x 15x payout. U r lucky to manage a cashout. 

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. 

[Atewdan]

31 minutes ago, pinnit2015 said:

I make a beard far more sexy than that, gimme some credit

But, yeah, as above, don't give up the cash; they do pay and in theory they shud be on their best behaviour after their  second chance by the GC - unfortunately a rotten apple never regenerates. 

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. 

[Atewdan]

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.

[pinnit2015]

No need to elaborate anything

I won, you owe me - pay up

Unfortunately the old 'escalated to senior management' is just a smokescreen

Also, if you were auto verified, as you should be before u click one spin, why did they ask for ID? They run checks against the electoral register etc/credit report so there is no reason for them to ask for ID - the fact you were able to gamble is proof enough that they have/or should have verified you - that's the point of electronic verification. 

[Atewdan]

5 minutes ago, pinnit2015 said:

No need to elaborate anything

I won, you owe me - pay up

Unfortunately the old 'escalated to senior management' is just a smokescreen

Also, if you were auto verified, as you should be before u click one Spin, why did they ask for ID? They run checks against the electoral register etc/credit report so there is no reason for them to ask for ID - the fact you were able to gamble is proof enough that they have/or should have verified you - that's the point of electronic verification. 

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.