Casino Lab - Verification & Withdrawals

[Blackjax]

7 minutes ago, Atewdan said:

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?

Go to the pogg. Register a complaint on pogg.

[pinnit2015]

Seems odd that it's marked as unresolved after 5 days, normally you see comments from the complaints team?

Equally odd is the rating a Genesis Casino has here - 7 odd for a Group that i think is not exactly complaints friendly 

[ValDes]

On 5/16/2021 at 10:18 AM, Atewdan said:

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?

Hey @Atewdan  

Sorry that your AGCCS case ended up as Unresolved but sometimes this is out of our hands, especially when the affected Operator decides to keep silent and unresponsive.  This ain't some precedent thou but actually a common situation with most Genesis casinos which are either refusing to handle their AGCCS cases OR jumping in weeks after with request for reopening. 

My advice, contact the AskGamblers Complaint Team and request your AGCCS case to be reopened (you have the right to request that twice) OR check the Operator's website, identify who's their ADR provider and file a complaint with them. AGCCS is of course a much, much faster option. 

Let us know in case you need further assistance. 

[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.

[Blackjax]

1 hour ago, Atewdan said:

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.

Take the entire matter to The Pogg. I just checked their history at pogg and saw a lot of cases of denied payments resolved. Send Casino lab a reply to the email they sent you by saying- ' I will not entertain you on this topic anymore. I have decided to take the entire matter to the IBAS. Thank you.' 

Please don't end this matter. 

Edited pogg to IBAS

[ValDes]

6 minutes ago, Blackjax said:

Take the entire matter to The Pogg. I just checked their history at pogg and saw a lot of cases of denied payments resolved. Send Casino lab a reply to the email they sent you by saying- ' I will not entertain you on this topic anymore. I have decided to take the entire matter to the Pogg. Thank you.' 

Please don't end this matter. 

They are helpless here cause they are not the official ADR entity. 

[ValDes]

58 minutes ago, Atewdan said:

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.

According to the Operator's complaints procedure you may forward the matter in front of IBAS, they official ADR provider. More details here: 

Good luck and keep us posted.

[Blackjax]

12 minutes ago, ValDes said:

They are helpless here cause they are not the official ADR entity. 

Oops I completely forgot you are british. You have a better chance of receiving your money. 

[Sraajo]

Hi there, sorry if I'm bumping up a dead thread, but did you ever make any progress on the withdrawal? I currently have a £200 withdrawal under the same site made on Thursday that I'm beginning to come worried about.

 

Would love to hear any updates.

[catapultaudio]

My account was verified with these guys in four days, however I only received a fraction of the withdrawal I was expecting due to limitaitons on winnings from the free spins from their so -called  "Welcome Infusion". Trustpilot is absolute stuffed full of poor reports about this caisno despite them only having been open since H2 2020 and the fact Genesis are operating all their casinos with the same license numbers despite these outfits obviously being run by different teams says to me that it won't be long before their UKGC license is revoked and they have to rely on their MGA license exclusively. If what I've just read on the previous thread about the MGA is correct then this is a very dark time for players of Genesis casinos.

I'd just stay away, so many better casinos and groups out there. 

[Sraajo]

How much did you end up withdrawing @catapultaudioI have a sinking feeling like I am going to be hit with the same limitation if I ever get an actual withdrawal, I'm currently waiting on £190

[cocopop3011]

On 6/1/2021 at 2:11 PM, Sraajo said:

How much did you end up withdrawing @catapultaudioI have a sinking feeling like I am going to be hit with the same limitation if I ever get an actual withdrawal, I'm currently waiting on £190

Have you requested the withdrawal yet @Sraajo

[Sraajo]

On 6/2/2021 at 10:33 PM, cocopop3011 said:

Have you requested the withdrawal yet @Sraajo

Yeah one of two payments just came through today after a long week of sending emails with 0 replies to them, £85 paid into a Paypal now I'm just awaiting another £105 into bank, hopefully shouldn't take too long fingers crossed.

[Sraajo]

51 minutes ago, Sraajo said:

Yeah one of two payments just came through today after a long week of sending emails with 0 replies to them, £85 paid into a Paypal now I'm just awaiting another £105 into bank, hopefully shouldn't take too long fingers crossed.

Now both deposits have been paid out equalling £187

[cocopop3011]

6 hours ago, Sraajo said:

Now both deposits have been paid out equalling £187

Good stuff Enjoy your winnings.