Complaint #66 CasinoLab

Crypto verification issues 8312 CAD

By charlothess

4 days ago

I am trying to withdraw a balance of $8,312.69 from my CasinoLab account, and the casino has withheld it for over two months without explanation.

On March 19, 2026, I deposited the equivalent of $1,000 via cryptocurrency transfer from my Exodus wallet. Through normal play, my balance grew to $8,312.69.

My Withdrawal option is locked. Since April, I have contacted customer support more than a dozen times. Each time I am told the same thing: that my case has been escalated to "the relevant department," which will contact me by email. No one ever does. I received no substantive update and no reason for the delay.

The most recent reply I received was on June 6, 2026, from a representative named Nikki (listed as a VIP Account Manager). She again stated only that she was waiting on a response from the relevant department and that she would follow up. I have heard nothing since.

To my knowledge, I have completed all account verification requested of me, and I have not violated any terms. I have simply been unable to access my own funds.

I am requesting that CasinoLab process my withdrawal and pay the full balance of $8,312.69 owed to me.

I've gone into the chat because the last piece of KYC they are asking for is proof of ownership on my crypto account, but as I've mentioned to the customer service reps, crypto accounts, at least the one I'm using (Exodus), do not show any information relative to their customer, anonymity s is one of the main reasons for crypto.

Disputed Casino CasinoLab

Reason Verification issues

Amount $8312.69

Discussion

89 hours left for charlothess to respond.

CasinoLab

• Representative

6 hours ago

Dear All,

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.

Yours sincerely,
CasinoLab Team

AskGamblers

• Support Team

1 day ago

Dear CasinoLab,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

CasinoLab Complaint Stats

Resolved 26 / 28

Avg. Amount $2,893

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

CasinoLab Complaints

See all complaints for this casino

Payments delayed by CasinoLab

CasinoLab has been delaying my withdrawls from 2nd of March without any explanation to why. They haven´t requested any KYC and the site shows that my account is verified. I have been asking them to give a reason for this but haven´t received any actual reason. Just "Thank you for your patience" kind of response. I have total 3 withdrawls pending to be processed, done on the following days since the first one.

Resolved

€1,500

New excuse all the time

I won several thousand euros on Casinolab casino. What followed turned into a months-long farce.
When I requested a withdrawal, I submitted my identity verification through Casinola’s official app, exactly as instructed. The verification was approved — yet the money never arrived.
After two weeks, customer support claimed they had never received my documents and instructed me to send a passport photo and a selfie via email. I questioned this due to obvious security concerns — and rightly so. Later, they themselves admitted that passport photos should never be sent via email.
After that, I spent weeks trying to explain to support that I could not resubmit verification in the app because there was no active verification request. Support failed to understand the issue until one day a new verification request simply “appeared” in the app.
I completed the verification immediately, following all instructions. That was one month ago. The verification has not been reviewed. The money has not been paid.
One week ago, I was told that my case was “now being processed.” Since then: complete silence.
This is not normal customer service. This is not acceptable behavior. And it raises serious questions about the trustworthiness of this operation.

Resolved

€5,100

3 withdrawals still open

Again, I try true here

I still have 3 open withdrawals, nothing accepted yet. Every time I send an email, they say the same delay problems. They are working on it

Now it's already 3 withdrawals not completed. I hope they resolve the withdrawal function quickly, and they can help me faster.

I hope you work it out fast.

Resolved

€1,500

Withdrawal still not completed

I try to withdraw 500 euro from my account they say 1-3 days waiting.

I asked to withdraw 20/10 then they cancel it. I try again the same day, I send multiple mails always answer the same they got problems.

Gonna approve it soon, still nothing. I hope true this way they finally gone help my and pay me out because I'm losing faith in this casino.

Resolved

€500

Delayed withdrawal with no explanation

I requested a withdrawal on Monday, October 6, 2025, at 21:35, in the amount of $700.

As of Saturday, October 11, 2025, the funds have not been credited to my account. According to Casino Lab’s policy, withdrawals are to be completed within three (3) business days. That deadline has passed without resolution.

Despite multiple attempts to seek assistance through their customer support chat, I have received only automated and repetitive responses instructing me to “have patience.” These responses have provided no substantive information or progress update. The withdrawal remains marked as “under review,” with no justification for the continued delay.

This lack of transparency and failure to meet their own processing timeframe is unacceptable. I am beginning to question the legitimacy of this transaction and the platform’s handling of client funds.

Resolved

$700

Extremely Delayed withdrawal

I've been waiting 15 days now for an almost $700 withdrawal. Every time I message I get the same copy and pasted responses and I've been promised more than 3 times that it would be done that day or within the next few hours, which never happens. I've also been told that I was priority, my withdrawal was put on the top of the list and I'd be the next one to get a withdrawal. They promised/confirmed it with the withdrawal team but it also never happened.

They seem like AI customer service agents. Their responses are always exactly the same, it's like they don't even read what you say and just copy and pasted generic responses. Most of the time it doesn't even make sense.

I've never had such a horrible experience with an online casino. It definitely took the fun right out of winning. They keep telling me to have patience.... Yeah right.

It's amazing they even have a successful site up and running still because I've read such terrible terrible reviews of their awful delayed withdrawals.

I have screenshots of a few of the customer service representatives promising me a deposit into my account that day. It seems like the representatives have been trained only to stall customer withdrawals.

Resolved

$700

Delayed withdrawal again

Going on day 5 of a 600.00 delayed withdrawal yet again..you would think after the first time they would try to get it done quicker..nope same shady stuff.

Clearly delaying withdrawls on all this companies sites so people cancel them and lose the money trying to be withdrawn. I am reporting this company to the gaming Commissions as well.

Can provide photo proof as well...they keep saying the same thing as last time.

Resolved

$600

Excessively delaying withdrawal

Casinolab.com is trying to scam me, exposing me to a bad experience.

8 days ago i requested a withdrawal of 80 USD from my gaming account, after endlessly waiting to get paid that never came through, i decided to chat them up seeking to know the reason behind the excessively withdrawal delays, rather than meaningful response instead I am getting automated messages, on multiple occasions I have reached them I keep getting same exact message all the time, asking me to be patient without achieving nothing at the end of the day, for a complete 6 working days of endless waiting and endurance without achieving satisfactory results making the whole thing frustrating even more.

For over 6 days of trials and unlimited waiting hopping I will get paid, but nothing actually happens.

When I go through their terms and condition,s it was stated that withdrawal takesa maximum of 3 business days to be processed, my withdrawal is currently 6 working days without it having been approved

Please ,your assistant is needed on how to recover my money ,thanks

Below are the screenshots of my discussions with the operator

Thanks

Resolved

$119

Withdrawal delayed for 8 days

I have been waiting 8 days for a withdrawal to be processed, same thing as all their other sites..

They are clearly delaying these, so people cancel them and lose the money..

This can't be legal.

I talked to support many times, and they just keep saying the same thing over and over..excuse after excuse.

Please sort this out for me.

Resolved

$750

Casinos that don't pay out money

After registering, I deposited my money at this casino. The deposit is very fast and simple with many methods. When I received some money that I wanted to withdraw, a problem occurred. It is not paid out immediately, but after 3 working days. On Saturday I requested a withdrawal and today there is no such thing. Customer support keeps spinning genetic answers, something like the money is safe or the financial team is working on it. Email support answers once a day without concrete answers, only delays. I feel rightly cheated and I want to exercise all my rights because this casino borders on fraud. I have all the necessary evidence of the deposit and waiting for the withdrawal.

< full name removed >

Resolved

€250