Casino Lab - Se ha cancelado el retiro del jugador.

I simply played, deposited 75 and withdrew 91, however after 2 days they cancelled the withdrawal and closed the account with no way to reopen it... I contacted customer support but it's an incredible chaos... an assistant told me "eh but the money was sent by us, now it's up to your bank to receive it, it could take 2 to 5 business days" and then another wrote to me "look, we can't have information on your payments, send an email to our support and blah blah blah" the fact is that the money hasn't arrived and the email clearly said "withdrawal cancelled" they just want to waste my time.

Ho semplicemente giocato, depositato 75 e prelevato 91 tuttavia dopo 2 giorni mi hanno annullato il prelievo e chiuso l'account senza alcun modo di riaprirlo... ho contattato il supporto clienti ma è un caos incredibile... un assistente mi diceva "eh ma i soldi sono stati inviati da noi, ora sta alla tua banca riceverli ci potrebbero volere dai 2 ai 5 giorni lavorativi " e poi un altro mi ha scritto "guarda noi non possiamo avere informazioni sui tuoi pagamenti manda una mail alla nostra assistenza e bla bla bla" fatto sta che a me i soldi non sono arrivati e sulla mail è uscito chiaramente "prelievo annullato" mi vogliono solo far perdere tempo.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Giammy888,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please share your communication with the casino? You can reach me via email at attila.g@casino.guru, or you can attach screenshots here.
• Could you please let me know if the casino has confirmed that the payment has been dispatched from their end?
• Additionally, could you please confirm the exact date of the withdrawal?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi, thanks for replying, I wrote to you directly at your email if you can check.

Salve, grazie per avermi risposto, le ho scritto direttamente alla sua mail se può controllare.

?

Dear Giammy888, thank you for your email. Do I understand correctly that the casino has decided to block your account due to registration from a restricted jurisdiction? If so, could you please confirm whether you have submitted all the information truthfully during the registration process? Is there a possibility that you have utilized a VPN to access the casino's website?

Thank you for your patience and cooperation.

I registered normally from my cell phone, no VPN or anything else, just my internet connection, but I don't care about the ban, I just want my withdrawal. (Of course, I registered using my real information.)

Ho fatto una registrazione normalissima dal mio cellulare, no vpn o altro, semplicemente la mia connessione, ma non mi interessa del ban io voglio solo il mio prelievo. ( ovviamente mi sono registrato inserendo i miei veri dati )

I invite you to look at the email for another conversation I had with the live chat of this abomination of a casino

vi invito a guardare la mail per un altra conversazione che ho avuto con il live chat di questo abominio di casinò

Dear Giammy888,

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, Jana (jana.k@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,

Attila

Ok thank you very much, I'm waiting for news

Ok grazie davvero, attendo notizie

Dear Giammy888,

I sincerely apologize for the inconvenience caused by the blockage of your account. Please rest assured that I will reach out to the casino promptly to work towards resolving this issue. I would also like to invite a representative from Casino Lab to join this conversation to assist in addressing your complaint.

Dear Casino Lab,

Could you please provide clarification on the reason for the player's account being blocked? Additionally, if possible, please share any evidence related to this matter. You are welcome to include the details here or send them directly to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation in providing this information.

Kind regards,

Jana

I would also like to point out that the guys on CasinoLab's live chat lied to me many times, they deceived me for 3 weeks, they told me that the money had already been sent by them, and the other day when I contacted them again they told me that they never sent anything and I had no withdrawals charged to me... Really embarrassing

Vorrei sottolineare che inoltre mi hanno mentito molte volte i ragazzi del livechat di casinolab, mi hanno ingannato per 3 settimane, mi hanno detto che i soldi erano già stati inviati da loro, e l’altro giorno che li ho ricontattati mi hanno detto che non hanno mai inviato nulla e non avevo prelievi a carico per me… Davvero imbarazzante

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.

ok…

Dear All,

Thank you for reaching out to us.

We are writing to confirm that our team is currently assessing the information provided.

Please rest assured that we are working to complete the review as quickly as possible. Once the evaluation is finalized, we will contact you promptly with the outcome or any further steps that may be required.

We sincerely appreciate your patience, cooperation, and understanding during this process.

Best Regards,

CasinoLab Team.

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 Giammy888,

We kindly ask for your continued patience as we await an update from the relevant department regarding your request. 

Please be assured that we are working to ensure compliance with all necessary protocols. We are making every effort to resolve this matter as expediently as possible.

We sincerely appreciate your patience during this time. Thank you for your understanding. 

Kind regards,

Casino Lab team.

yes but I'm waiting, but the fact remains that your team told me that you have already made a payment to me, but I have not received anything... what kind of joke is this?

si però io attendo, ma resta il fatto che il vostro team mi ha riferito che avete già effettuato un pagamento a me, ma io non ho ricevuto nulla… che razza di presa in giro è questa

Dear Giammy888,

We would like to thank you for your continued patience while we finalize the review of your case.

Your request is currently with the relevant department. We understand that waiting can be frustrating, and we truly appreciate the time you are giving us to complete these necessary steps.

We will be back in touch as soon as possible.

Kind regards,

CasinoLab Team

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 Giammy888,

Thank you for your patience.

Upon an extensive review of your case we have decided to offer a refund for your balance of 91 EUR.

To facilitate the return of your balance amount of 91 EUR, please provide your bank details in the same format requested in the email sent to you recently.

We look forward to your update.

Best Regards,

CasinoLab Team.

Hi, I sent you the information you requested.

Salve, vi ho inviato le informazioni che mi avete chiesto.

Dear Giammy888,

We are writing to officially inform you that we have successfully processed your refund.

The transaction has been completed from our side and the funds have been sent to your original payment method. Please note that, depending on your bank or payment provider's processing times, it may take additional time for the amount to reflect in your account.

Thank you for your patience while we finalized this process for you.

Regards,

CasinoLab Team.

Yes, they're here, thanks for your collaboration, but above all, thanks to Casino Guru! ❤️

Si sono arrivati, grazie della collaborazione ma soprattutto grazie a Casino Guru! ❤️

Dear Giammy888,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru