Casino Lab - Verification & Withdrawals

[Atewdan]

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!

[pinnit2015]

They can't withhold money for anything RG related, just close your account after you've been paid, should they choose so. 

Wait until the complaints been accepted but bare in mind once the complaints processed you'll probably need to stop posting and let it run it's course. 

[Atewdan]

3 minutes ago, pinnit2015 said:

They can't withhold money for anything RG related, just close your account after you've been paid, should they choose so. 

Wait until the complaints been accepted but bare in mind once the complaints processed you'll probably need to stop posting and let it run it's course. 

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

[pinnit2015]

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

[Atewdan]

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

[Afi4wins]

1 minute ago, Atewdan said:

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

Requesting a selfie of yourself holding up your ID is more or less a standard requirement with many casinos, especially MGA and UKGC casinos.

Holding up your ID is not so bad, cos myself and many others have had to show, in that selfie photo, their email clearly visible in our laptop, like our handphone camera is Hubble Telescope!

As for me, I refused to take that selfie, then immediately requested for a permanent closure of my account! And that was only one of a few casinos that tasted my boots!  

[cocopop3011]

In relation to the reason why your complaint was rejected, which casino investigation do they mean? The casino is clearly using every tactic under the sun to stall your payment now.

If it was me, I'd have no issue sending in a picture holding my ID, as Afi stated above this has become the norm over recent years. If after you have carried out yet another thing they've asked for and they still refuse to pay out,  I will ask our Guru to take a look here and see why the complaint can't be accepted. He's off for a week but I can still speak to the complaints team for you on the mean time so please keep me updated with the next step here.

[Atewdan]

51 minutes ago, cocopop3011 said:

In relation to the reason why your complaint was rejected, which casino investigation do they mean? The casino is clearly using every tactic under the sun to stall your payment now.

If it was me, I'd have no issue sending in a picture holding my ID, as Afi stated above this has become the norm over recent years. If after you have carried out yet another thing they've asked for and they still refuse to pay out,  I will ask our Guru to take a look here and see why the complaint can't be accepted. He's off for a week but I can still speak to the complaints team for you on the mean time so please keep me updated with the next step here.

Ok thank you

I sent the selfie to Casino Lab.

They didn’t say what investigation so I’m unsure

[Afi4wins]

16 minutes ago, Atewdan said:

Ok thank you

I sent the selfie to Casino Lab.

They didn’t say what investigation so I’m unsure

That selfie is purely to confirm that you are who you are supposed to be as in the ID.

[pinnit2015]

Is it the norm?

In my 10 plus years of casino land I've only been asked for it once - By Casumo. Apart from that, nada. 

I've heard others getting asked but it appears to be more the case if they suspect something's not right, rather than just std procedure. 

Personally, i wouldn't send it but i suppose it depends how big the w/d is - if it was relatively large possibly just do it to save all the aggro of getting the cash. 

[Afi4wins]

22 minutes ago, pinnit2015 said:

Is it the norm?

In my 10 plus years of casino land I've only been asked for it once - By Casumo. Apart from that, nada. 

I've heard others getting asked but it appears to be more the case if they suspect something's not right, rather than just std procedure. 

Personally, i wouldn't send it but i suppose it depends how big the w/d is - if it was relatively large possibly just do it to save all the aggro of getting the cash. 

Have you played at any Araxio owned casinos? Every one of them will ask for a selfie!

[Atewdan]

55 minutes ago, pinnit2015 said:

Is it the norm?

In my 10 plus years of casino land I've only been asked for it once - By Casumo. Apart from that, nada. 

I've heard others getting asked but it appears to be more the case if they suspect something's not right, rather than just std procedure. 

Personally, i wouldn't send it but i suppose it depends how big the w/d is - if it was relatively large possibly just do it to save all the aggro of getting the cash. 

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

[Blackjax]

1 hour ago, Atewdan said:

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

Dont cancel the withdrawal brother. You have waited for almost a month I guess. Control a little more.

[pinnit2015]

He's from the UK, shouldn't be able to cancel

[pinnit2015]

If i ran a casino i'd pay everyone in a minute - reason being, the quicker u give it, the quicker u get it back

[pinnit2015]

2 hours ago, Afi4wins said:

Have you played at any Araxio owned casinos? Every one of them will ask for a selfie!

Never heard of them, so no

Don't hear much in the UK re selfies; only if something dubious really

Aside from Casumo who just do what they want anyway re of the rules

[cocopop3011]

On 5/3/2021 at 6:31 PM, pinnit2015 said:

Never heard of them, so no

Don't hear much in the UK re selfies; only if something dubious really

Aside from Casumo who just do what they want anyway re of the rules

I've never been asked  either but I don't play like I used to but I did when this new thing first came about, my OH has never been asked either. By the 'norm' I mean we see it more and more every day in the forum now. I remember Afi (I think) being the first person to raise this issue in the forum a few years ago and it was unheard of. Now when people make topics about it, it's become the new 'norm'. 

 

On 5/3/2021 at 4:48 PM, Atewdan said:

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

I think it is too, but I personally think you've done the right thing sending it in. It wouldn't bother me sending in a selfie for £900. If they continue to stall after this please let me know and we should try the complaint again.

[Afi4wins]

4 hours ago, cocopop3011 said:

I've never been asked  either but I don't play like I used to but I did when this new thing first came about, my OH has never been asked either. By the 'norm' I mean we see it more and more every day in the forum now. I remember Afi (I think) being the first person to raise this issue in the forum a few years ago and it was unheard of. 

I certainly was the first to post a topic on this selfie subject...and it all happened at an Araxio owned casino. After I finally got my payment, I closed all my accounts at Araxio casinos and have avoided them ever since!

[cocopop3011]

@Atewdan Have you received any kind of response yet?

[Atewdan]

3 hours ago, cocopop3011 said:

@Atewdan Have you received any kind of response yet?

Had zero response

[cocopop3011]

2 hours ago, Atewdan said:

Had zero response

I have been chatting with the team and if you feel that the casino is not responding to you accordingly even though you have followed all the steps they have required (if you have) then you can submit a new complaint. I would advise you to support your claim with the following evidence:

1.  Screenshots of correspondence with the casino (emails/chats) and the dats should be visible 

2. Screenshot/s from casino account transaction history with all details clearly visible

Also, has the casino requested any additional info from you?

[Atewdan]

On 5/5/2021 at 3:45 PM, cocopop3011 said:

I have been chatting with the team and if you feel that the casino is not responding to you accordingly even though you have followed all the steps they have required (if you have) then you can submit a new complaint. I would advise you to support your claim with the following evidence:

1.  Screenshots of correspondence with the casino (emails/chats) and the dats should be visible 

2. Screenshot/s from casino account transaction history with all details clearly visible

Also, has the casino requested any additional info from you?

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’.

[pinnit2015]

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 

[cocopop3011]

3 hours ago, Atewdan said:

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’.

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. 

[Atewdan]

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?