Complaint #63
CasinoLab
New excuse all the time
9 months ago
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.
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.
CasinoLab Complaint Stats
Resolved
27 / 31
Avg. Amount
$2,906
Avg. Complaint Duration
8 days
Avg. Response Time
2 days
CasinoLab Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 26 out of 30 complaints in this category have been resolved.
This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.
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