Complaint #63
CasinoLab
New excuse all the time
6 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.
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