Casino Lab - El jugador solicita un pago tras un intento fallido de autoexclusión.

Good afternoon dearest

My name is Angelina G. and unfortunately I am an addicted gambler

I have had results but the addiction does not allow me to withdraw these amounts, as proof I have already won 18,000 euros and the casino in question has always made it difficult to withdraw.

The reason I'm here today is because of the casino's lack of responsibility.

On February 15th I explained that I was addicted by email and asked for immediate self-exclusion from the account and they didn't respect that and continued to send promotions and offers to an addict until I couldn't resist and gambled again and lost almost all of my winnings as usual.

On the 28th I played and won by the way and when I went to withdraw, I had the withdrawal blocked and I went to send an email and they said that the account was closed since then I lost the account and the 1200€ that I have had there since the 3rd of 03 I never received and they always say to send documents that they will send the money and they never do and I believe they never will because that's how I lost the 18 thousand euros in December

As a result of their actions, I had an anxiety attack that made it impossible for me to work and I had to go to the hospital where I was put on sick leave for a week and I have to take heavy medication to sleep.

With this complaint I want to implore you to check out these casinos so that other people don't fall for it.

And that they compensate me with 5,000 thousand euros for the inconvenience caused to my health because nowadays I have to go to psychological counseling and I can't afford to pay any more.

Boa tarde caríssima/o

Chamo-me Angelina G. e sou uma jogadora viciada infelizmente 

Tenho tido resultados mas o vicio não me permite levantar estes valores, como prova já ganhei 18 mil euros e o casino em questão sempre dificultou o levantamento 

O motivo que me fez chegar aqui hoje é devido a falta de responsabilidade deste casino

No dia 15 de fevereiro eu expliquei que sou viciada por email e pedi auto exclusão imediata da conta e eles não respeitam e continuaram mandando promoções e ofertas para uma viciada e até que já não consegui resistir e apostei novamente e perdi como sempre quase todo meu salário 

No dia 28 joguei e ganhei por sinal e quando fui levantar, eu tinha o levantamento bloqueado e fui enviar email e eles disseram que a conta foi encerrada desde então perdi o acerto a conta e os 1200€ que tenho lá desde o dia 03 de 03 nunca recebi e eles dizem sempre para enviar documentos que vão enviar o dinheiro e nunca fazem e eu acredito que nunca farão até porque foi assim que perdi os 18 mil euros em Dezembro 

Como consequência das ações deles, eu tive uma crise de ansiedade que me impossibilitou de trabalhar e tive de ir ao hospital que fui colocada de baixa de uma semana e tenho de fazer medicação pesadas para dormir 

Com esta reclamação eu quero implorar que averiguem bem estes casinos para outras pessoas não caírem na mesma 

E que me indemnizem com 5.000 mil euros pelos transtornos causados a minha saúde porque hoje em dia tenho de fazer acompanhamento psicológico e não tenho condições de arcar com mais este custo

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you received any response from the casino customer support to the email you sent on February 15?
• Have you tried contacting customer support several times through different channels with your self-exclusion requests? If so, kindly forward these communications to me, along with the casino's responses, at veronika.f@casino.guru.
• Which documents have you sent to the casino for the verification of your account so far? Have any of your documents been reviewed and approved by the relevant department?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good evening Verorika

thank you for replying

I have sent an email to your inbox.

Boa noite Verorika

obrigada por responder

enviei um email na sua caixa de correio.

Hello Angelinaaa,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Angelinaaa;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear Angelinaaa,

Thank you for your message and for sharing your situation with us.

In order for me to properly review your case and assess whether the casino acted in accordance with responsible gambling practices, I kindly ask you to provide the following:

• A copy of the email where you requested self-exclusion from the casino (ideally including the full message, date, and recipient)
• Any further communication between you and the casino regarding your self-exclusion request or account closure
• If possible, screenshots from your casino account (for example account status, blocked withdrawals, or any relevant notifications), provided that you still have access to it

You can either upload the documents directly here in the thread or send them to my email at karla.m@casino.guru.

This information is essential for us to proceed with the investigation.

Thank you very much in advance for your cooperation. I look forward to your reply.

Best regards,

Karla

Casino Guru

Good morning Carla

Thank you for taking on my case

I have sent the details to your email

Bom dia Carla

Obrigada por assumir o meu caso

enviei os dados no seu email

Dear Angelinaaa,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Igor, igor.p@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Thank you very much for everything

I look forward to hearing from Mr. Igor

Thank you

Muito obrigada por tudo

Aguardo o contacto do sr. Igor

obrigada

Dear Angelinaaa,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Casino Lab and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Casino Lab representative to join this conversation and participate in resolving this complaint.

Dear Casino Lab,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear  Angelinaaa,

Thank you for your patience.

Following a review of your account, we can confirm that it has been closed as requested.

We have also verified that a refund of 12,000 EUR was offered and successfully paid. This payment was processed following the agreement made by both parties to settle on this specific amount.

As the agreed-upon funds have been issued and the account is closed, this matter is now considered resolved.

Kind regards,

CasinoLab Team.

Dear CasinoLab Team,

Thank you for your reply. However, I believe there has been a mistake. I never received any funds or a refund in the amount of 12,000 EUR.

The only amount I received was a transfer of EUR 1,200, which was the amount I actually won on the platform. I would like to know if you have any proof or evidence that there was indeed an agreement for this refund of 12,000 EUR, as there was no payment in this amount.

I look forward to hearing from you. Sincerely,

AG

Prezada Equipe CasinoLab,

Agradeço a vossa resposta. No entanto, acredito que tenha ocorrido um equívoco. Eu nunca recebi qualquer fundo ou reembolso no valor de 12.000 EUR.

O único valor que recebi foi uma transferência de 1.200 EUR, que foi o montante que eu realmente ganhei na plataforma. Gostaria de saber se vocês têm algum comprovante ou evidência de que, de fato, houve um acordo para este reembolso de 12.000 EUR, pois não houve nenhum pagamento neste valor.

Aguardarei o vosso retorno. Atenciosamente,

AG

In addition, I can confirm that my account was indeed closed as requested - however, this closure took place late. I would like to inform you that I requested the closure of my account on February 15 for reasons of addiction, and this request was not respected.

After this request, I continued to receive promotional communications on February 16, 19 and 23, as well as on February 28, including direct contact from your VIP manager, Francisco, offering bonuses. I would like to point out that, after requesting closure due to addiction, any incentive to gamble is unacceptable.

I eventually gave in, given my condition, and deposited money again, until I made a gain of EUR 1,200. When I requested a withdrawal, it was blocked. When I contacted the VIP manager, I was informed - even in a call that I authorized - that my account had not been closed and that the problem would be resolved.

It should also be noted that I previously had a balance of approximately EUR 18,000 on the platform, which was never processed and the amount remained outstanding for over a week until, due to my addiction, I ended up losing the entire amount.

In the most recent case, the payment of the EUR 1,200 was only made after multiple complaints on my part and after I sent formal communications reporting the failure to comply with my self-exclusion request.

Throughout this process, I have suffered high levels of anxiety and stress, and have even taken sick leave and resorted to hospital care, according to the documentation already attached. I am currently on medication due to the consequences of this situation.

In view of all the above facts, I reiterate that this case has not been resolved. I am requesting compensation in the amount of EUR 5,000 for the damage and inconvenience caused, as well as formal clarification of the alleged payment of EUR 12,000.

I am sorry to have to insist on this matter, but I feel aggrieved, and I consider that there have been serious failures to comply with your own policies, as well as practices that I consider inappropriate.

Adicionalmente, confirmo que a minha conta foi, de facto, encerrada conforme solicitado — porém, este encerramento ocorreu tardiamente. Informo que solicitei o encerramento da conta no dia 15 de fevereiro por motivos de vício, e este pedido não foi respeitado.

Após essa solicitação, continuei a receber comunicações promocionais nos dias 16, 19 e 23, bem como no dia 28 de fevereiro, inclusive através de contacto direto do vosso gerente VIP, Francisco, oferecendo bônus. Ressalto que, após solicitar o encerramento por dependência, qualquer incentivo ao jogo é inaceitável.

Acabei por ceder, dada a minha condição, e voltei a depositar valores, até obter um ganho de 1.200 EUR. No momento em que solicitei o levantamento, o mesmo foi bloqueado. Em contacto com o gerente VIP, fui informada — inclusive em chamada cuja gravação autorizei — de que a minha conta não havia sido encerrada e que o problema seria resolvido.

Importa ainda referir que, anteriormente, tive um saldo de aproximadamente 18.000 EUR na plataforma, cujo levantamento nunca foi processado, tendo o valor permanecido pendente por mais de uma semana até que, devido ao meu vício, acabei por perder a totalidade do montante.

No caso mais recente, o pagamento dos 1.200 EUR só foi efetuado após múltiplas reclamações da minha parte e após o envio de comunicações formais a relatar a falha no cumprimento do meu pedido de autoexclusão.

Durante todo este processo, sofri elevados níveis de ansiedade e stress, tendo inclusive ficado de baixa médica e recorrido a cuidados hospitalares, conforme documentação já anexada. Atualmente, encontro-me sob medicação devido às consequências desta situação.

Diante de todos os factos expostos, reitero que este caso não se encontra resolvido. Solicito uma indenização no valor de 5.000 EUR pelos danos e transtornos causados, bem como um esclarecimento formal sobre a alegação de pagamento de 12.000 EUR.

Lamento ter de insistir neste assunto, mas sinto-me lesada, e considero que houve falhas graves no cumprimento das vossas próprias políticas, bem como práticas que considero inadequadas.

Dear Angelinaaa,

We thank you for your response.

Please accept our sincere apologies. In our previous email, there was a typographical error regarding the refund amount mentioned.

To clarify, the correct refund amount offered and processed was 1,200 EUR. We apologize for any confusion this may have caused.

As this payment was processed and paid following the agreement made by both parties, and the account remains closed, this matter is still considered resolved.

Kind regards,

The CasinoLab Team

Dear Angelinaaa,

According to the casino, the amount of €1,200 was paid as part of an agreement between you and the casino.

Was there any communication between you and Casino Lab in which you agreed to this amount?

Additionally, if this is correct, could you please forward me the relevant communication?

Dear all,

I would like to clarify that there was never any agreement between me and Casino Lab regarding the payment of €1,200.

This amount corresponds to legitimate winnings obtained by me after I requested the self-exclusion of my account - a request that was not respected by the casino. When I tried to withdraw the money, it was blocked without any clear explanation. For several days, I contacted them via email and online chat without getting any concrete answers.

I even questioned whether my account had been closed due to the self-exclusion request. However, I was informed by the VIP manager, Francisco, that it was a misunderstanding and that the situation would be resolved - which did not happen quickly.

This delay significantly aggravated my situation, especially considering a previous episode in which I had €18,000 in winnings blocked for over a week, which ultimately led to me losing that amount due to my gambling addiction problem.

In the case of the €1,200, the prolonged lockout, the lack of response to my complaints and the late notice that the account would be closed just days after my initial request caused me high stress, anxiety and significant emotional impact. I would point out that the account was closed long after my initial request, which demonstrates a serious failure to comply with the self-exclusion policy.

In addition, I received direct contact from the manager, including phone calls with promotional offers, even after my self-exclusion request - which is completely unacceptable.

Let me make it clear that the amount paid was not the result of any agreement or compensation, but an amount that was owed to me and was only paid after numerous attempts on my part.

Due to all the inconvenience caused - including the impact on my mental health, the need for medical assistance, absence from work and financial losses - I hereby request compensation in the amount of €5,000.

I have documentation and proof of all the interactions, communications and consequences mentioned, and I am available to present them if necessary.

Prezados,

Gostaria de esclarecer que nunca houve qualquer acordo entre mim e o Casino Lab relativamente ao pagamento de €1.200.

Esse valor corresponde a ganhos legítimos obtidos por mim após eu ter solicitado a autoexclusão da minha conta — solicitação essa que não foi respeitada pelo cassino. Quando tentei efetuar o levantamento do valor, o mesmo foi bloqueado sem qualquer explicação clara. Durante vários dias, entrei em contacto através de e-mail e chat online, sem obter respostas concretas.

Inclusive, cheguei a questionar se a minha conta teria sido encerrada devido ao pedido de autoexclusão. No entanto, fui informada pelo gerente VIP, Francisco, de que se tratava de um mal-entendido e que a situação seria resolvida — o que não aconteceu de forma célere.

Essa demora agravou significativamente a minha situação, sobretudo considerando um episódio anterior em que tive €18.000 em ganhos bloqueados por mais de uma semana, o que acabou por me levar a perder esse montante devido ao meu problema de dependência do jogo.

No caso dos €1.200, o bloqueio prolongado, a falta de resposta às minhas reclamações e a comunicação tardia de que a conta teria sido encerrada apenas dias depois do meu pedido inicial causaram-me elevado stress, ansiedade e impacto emocional significativo. Ressalto que o encerramento da conta ocorreu muito depois da minha solicitação inicial, o que demonstra falha grave no cumprimento da política de autoexclusão.

Adicionalmente, recebi contactos diretos por parte do gerente, incluindo chamadas telefónicas com ofertas promocionais, mesmo após o meu pedido de autoexclusão — o que é completamente inaceitável.

Deixo claro que o valor pago não foi resultado de qualquer acordo ou compensação, mas sim um montante que me era devido e que só foi pago após inúmeras tentativas da minha parte.

Devido a todos os transtornos causados — incluindo impacto na minha saúde mental, necessidade de assistência médica, ausência laboral e prejuízos financeiros — venho por este meio solicitar uma indemnização no valor de €5.000.

Possuo documentação e provas de todas as interações, comunicações e consequências mencionadas, e estou disponível para as apresentar, se necessário.

In these screenshots we can clearly see all the attempts I made to contact them to get my money back, they were desperate attempts and in the end I have attached two screenshots, one of them was on the 9th when I had already complained to some entities, I sent a screenshot of this complaint on the 9th and that's when on the 11th they replied that the payment had been made.

But I must stress that this payment was not made because of any agreement, it was sent because I insisted, I complained and after more than 10 days they decided to pay because I threatened them.

Nestes prints podemos ver claramente todas as tentativas de contacto que eu fazia para ter o meu dinheiro devolvido , foram tentativas desesperadoras e no fim anexei dois prints, um deles foi no dia 9 quando eu já havia feito reclamação em algumas entidades eu mandei um print desta reclamação no dia 9 e foi ai que no dia 11 eles responderam que o pagamento havia sido efetuado

Mas ressalto que este pagamento não foi realizado por conta de nenhum acordo, foi enviado porque eu insisti, reclamei e depois de mais de 10 dias é que eles decidiram pagar porque eu ameacei.

Dear Casino Lab,

According to the player, no mutual agreement was reached. Could you please share any evidence regarding this agreement and provide all relevant information concerning the €1,200 refund?

Additionally, could you please send me the history of the player’s deposits and withdrawals?

You can send me an email (igor.p@casino.guru). Thank you for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We kindly inform you that we are checking on the matter and we will have updates as soon as possible.

Thank you for your patience and understanding.

Best regards,

CasinoLab Team

Dear Casino Lab,

Please note that the complaint has now been open for several weeks without any significant progress on your side.

Therefore, I will set the timer to four days, and I expect you to provide any information or evidence that will move this case toward a successful resolution.

Thank you for your understanding.

Dear Sirs

I would like to add some relevant information to the complaint I have already submitted, as the process is in the final stages of analysis.

I would like to emphasize that the impact caused by the operator's actions was extremely serious on a psychological and physical level. The level of stress and anxiety I was subjected to was so high that it resulted in an acute crisis, forcing me to go to hospital and take sick leave.

Currently, I still need regular psychological counseling, precisely to avoid relapses and to be able to deal with the emotional consequences of this situation.

I'm also on prescribed medication, namely:

Diazepam - to control anxiety attacks and extreme tension;

Escitalopram - to stabilize my emotional state and treat anxiety;

Tensol Apetite - to help regulate sleep and appetite, both affected by the intense stress experienced.

It's important to note that this whole clinical condition had its direct origin in the stress and instability caused by the operator's conduct, namely the lack of respect for my self-exclusion request and the undue retention of my funds.

I enclose

Proof of sick leave;

Medical prescription;

Relevant clinical documentation.

I appeal for these elements to be duly considered in the final decision, taking into account the real and ongoing impact that this situation has had on my health and my life.

Best regards,

[redacted by Casino Guru]

Exmos. Senhores,

Venho, por este meio, acrescentar informações relevantes à reclamação já submetida, uma vez que o processo se encontra em fase final de análise.

Gostaria de reforçar que o impacto causado pela atuação do operador foi extremamente grave a nível psicológico e físico. O nível de stress e ansiedade a que fui sujeita foi tão elevado que resultou numa crise aguda, obrigando-me a recorrer a assistência hospitalar e a ficar de baixa médica.

Atualmente, continuo a necessitar de acompanhamento psicológico regular, precisamente para evitar recaídas e conseguir lidar com as consequências emocionais desta situação.

Encontro-me também sob medicação prescrita, nomeadamente:

Diazepam – para controlo de crises de ansiedade e tensão extrema;

Escitalopram – para estabilização do estado emocional e tratamento da ansiedade;

Tensol Apetite – para ajudar na regulação do sono e do apetite, ambos afetados pelo stress intenso vivido.

Importa salientar que todo este quadro clínico teve origem direta no stress e na instabilidade provocados pela conduta do operador, nomeadamente pela falta de respeito pelo meu pedido de autoexclusão e pela retenção indevida dos meus fundos.

Junto em anexo:

Comprovativos de baixa médica;

Receita médica;

Documentação clínica relevante.

Apelo a que estes elementos sejam devidamente considerados na decisão final, tendo em conta o impacto real e contínuo que esta situação teve na minha saúde e na minha vida.

Com os melhores cumprimentos,

[redacted by Casino Guru]

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear All,

Thank you for your patience.

Following a thorough review of the account, we were able to confirm that, at the time the request was submitted, the customer’s requested refund for the balance on account were processed and paid accordingly. Therefore, the matter was considered fully completed from our end.

We sincerely appreciate your concerns. However, after careful evaluation, please be advised that no additional payment or compensation can be offered at this time.

We understand that this wasn't the outcome you were hoping for, but based on the detailed review, this stands as our final decision.

Kind regards,

CasinoLab Team.

Good afternoon

I think you should be ashamed to say that

It doesn't make any sense and you know it

Boa tarde

acho que deviam ter vergonha de dizer iss

Não faz sentido algum e vocês sabem muito bem

Dear Angelinaaa,

I have repeatedly tried to engage in a meaningful conversation with Casino Lab but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. They made their position regarding this case quite clear in their last message, namely that they are not considering either a partial or full refund.

Additionally, since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

As part of our Global Self-Exclusion Initiative, we’ve partnered with BetBlocker, a UK-registered charity offering a free tool to help individuals manage their gambling habits. Bet Blocker enables users to block access to thousands of gambling websites across multiple devices.

The installation process is quick (just 2 minutes) and the tool operates quietly in the background, ensuring minimal disruption.

It supports seven languages and offers complete anonymity, allowing individuals to restrict access to gambling sites entirely or only during vulnerable periods.

For more information, please visit:

• Global Self-Exclusion Initiative
• BetBlocker Website

Please note: BetBlocker also restricts access to gambling-related information sites, including Casino Guru. If you plan to use our site for ongoing complaints or resources, make sure this option is unchecked during setup.

Best Regards,

Igor