Casino Lab - Se ha retrasado el pago de las ganancias del jugador.

Hello they said that I don't need to do any very verification since I'm making deposit through my credit card this is the second time today that they cancel my withdrawal request for no reason last Friday they did the same thing after 5 days of my transaction being pending so I did another transaction I did another transaction this Monday for the same amount and again today I received an email saying that the request has been canceled with no reason other that if this is a mistake I should redo my request but this been going on for 2 weeks when I speak with their customer service they're giving me no good reason only to wait for the amount to be canceled again since I made a bad review on trustpilot they replied saying that I should contact them by email but since then I contact them by email but they never reply to me so now I am stuck doing that transaction again and I have screen capture that can show you everything that happened every time they promise is is going to be fast or I'm the next one but nothing has been done they asked me to put my bank account so maybe the transfer can be done this way but it doesn't make any sense because in the rule they ask you to use the same way you made the deposit which is my credit card I'm so tired of this company please help

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 Flower2025,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Flower2025,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello

I didnt received anything. They do not reply to my email when I speak with their chat support it's always the same thing be patient you're the next online you're the next one it's a technical issue but to tell you the truth everywhere that I see their name is the same situation they don't pay their customers they want you to use that money so you don't get paid every Friday it's been 2 weeks now every Friday they canceled my request sending me an email telling me is it if it's not me it's a technical issue well it's not me so it's been 2 weeks on the road technical issue they don't do anything to process the request they make me wait again 5 days if I don't go through you guys they're going to do that for the next week or so I am fed up I can show you screenshot of my account saying that I have nothing to verify they need to deposit the money back into my credit card then didn't try I'm getting so annoyed with this company I really need your help guys

Dear Flower2025, please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Hello I never made a withdrawal before since it was going to be my first withdrawal. For the Kyc I can show you the message in my account, it's in french but it does mention that they're is nothing to verify and everything is good. I dont like to play with bonus so no . I play with real money no free spin or bonus. I will also send you more screenshot by your email so I will make sure you understand the full story basically I tried this casino spend $150 own more than a thousand requests to withdraw $500 it's been more than 2 weeks and every Friday they cancel my request saying it's a technical issue and I'm following everything they asked from the email but I know they making me go in circle

Sorry i was not able to send by your email but this is the other screenshot

I was able to change the language in my account so you can see the screen capture for the verification say they're nothing to verify please enjoy our game and also i add another screen capture of the pending transaction just to let you know that it never goes past the second verification is going to stay like that for 5 days and then they going to cancel the request on Friday it's been going on for 2 weeks we are on the 3rd week.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Flower2025,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Casino Lab representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Oh i just received the famous email that my withdrawal is cancel and if it not me its technical issue..omggg! I had to redo to withdraw request again..after they promess again to escalate this yesterday. And still no verification needed in my account and they ask to used the same way a deposit to withdrawal and its my credit card.

Dear Flower2025,

We regret to learn about your situation.   

We would like to inform you that we are currently investigating this matter in response to your concerns. 

We will make every effort to assist you with your pending withdrawal and will provide you with an update at the earliest opportunity.

Thank you for being so patient with us! We really appreciate it.

Best regards,  

CasinoLab team.

Hello

My withdrawal was again cancel this morning after casinolab replied i received an email for that 2 hours ago. I ..again made a new withdrawal request. Also i check the verification to make sure it still mention nothing to verify.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Flower2025,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jana