CasinoLab Complaints

I have three pending withdraws from 17.8. , 18.8. and 19.8.

Total amount of 2400€.

I have frequently asked from customer service why it is taking so long. Answer is always the same, we have increased amount of withdraw requests. And now latest was there was on unexpected delay and when i try to Ask More detailed reason they don't give it.

I still have 12000€ to withdraw after these and with this rate it is going to take forever. My account doesn't need verification and they have not asked any documents.

Hi, I was asked to send documents after submitting a withdraw. So, that's what I sent. They were the ID, address, proof of deposits, selfie... and so on. So now, in the verification section of my profile, it says I don't have to submit anything else. However, my withdrawals are still restricted. By email they don't really respond accordingly so I have to make this complaint. If I have to submit something then they must let me and if everything was approved then let me withdraw.

Hi,

I signed up to casinolab through askgamblers. I have played for a month had a few withdrawals.

Recent withdrawal was cancelled and account was closed according to chat. I have emailed multiple times but never hear back. Casino isn't licensed and the only place they seem to respond is here. Without your help there will be nothing I can do

I have 1500 euro in the casino to withdraw but no way of doing so.

Help please.

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.

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.

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.

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.

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.

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.

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

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.

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 >

I am writing to complain about an issue regarding Gambling with Casino Lab. I have already raised the issue with this organisation, and it has not been resolved to my satisfaction in the several days since I first contacted them. I have now exhausted their complaints procedure.

This is what I asked Casino Lab to do to resolve my issue: Send my money to my bank account

This is how they responded: that they have a high volume of withdrawal and this thing happen and i have to wait more

I have decided to escalate my case to you because the company hasn't addressed my issue

I made a withdrawal on 18.03.2025 and they process them in days business days aka 72 hours, without weekends and holidays and this period has passed and to this day then need to transfer me 1000€ and i asked them to increase my withdrawal limits, since they are behind my withdrawals so i can at least start making new ones, they said they can't do that because i am only level 2 on their site....

As I am sure you understand, my overall experience has been extremely frustrating, and I am after a reasonable and fair response from Casino Lab.

I withdrew money on 27th November 2022 and still don’t have it. I’m absolutely so stressed about this, no one is responding to my emails or anything.

Was told all documents have been accepted and they will be in touch when money is sent this was in November 2022 the company have closed and I have still not received money.

Hi good day, I played at the casino “Casinolab” since the date "Sept 26,2022” I’m trying to get my winnings.

The casino is not able to cash out my winnings for couple months now and the live chat isn’t really helping me out here.

My first deposit was on Sept,26,2022. My win was about $597.25 CAD.

Now for the past 2-3 months i've been back and forth with casinolab staff. Asking for details and documents in order for them to verify my account. 

Finally, after 2 months of emails, my account was finally verified on 18nov2022. I've then requested 1 withdrawal on 23nov2022 and it was cancelled. Therefore, I've re-initiated the transfer again on 28nov2022. And this is after all of the account has been verified and live chat kept saying please wait. But there is no help from their end. 

Recently, I have been asking them to check on my withdrawal request and they told me that there are problems with the process. This has been going on for the past 3 months and no one can help me.

Please let me know what I can do?

Please much help is needed to sort this out.

Thanks in advance,

Michael

After many weeks of waiting, submitting all necessary documents and delicate documents my account was finally reopened, with deposit limit that I did not even nearly reach, I deposited only small amounts a few times the day my account was reopened, still very far from the deposit limit. The morning after it simply said "account closed" when I tried to log in. And now they don't reply any longer to any emails about this.

I made a withdrawal for £1500 screenshot is attached. Was unable to contact any via live chat due to site maintenance. The phone number on the website just doesn’t work and now when I try to log in it says account closed! Received no email from casino lab my account is fully verified. I just want my withdrawal. Please sort it out.

On the 1st of September 2022 I made a withdrawal on Casino Lab for 200 GBP, during the withdrawal process they informed me that there were issues with paying back into a Royal Bank of Scotland account, therefore, I should use the bank transfer method. I did as I was instructed only for 2 days later to receive an email stating that my withdrawal has been cancelled as it has to be the same method as I deposited with. I made another withdrawal back to the card used when depositing, it’s now over a week with no monies been received. I have emailed numerous times, their only reply was to ask for a bank statement during the withdrawal period showing deposits made into my bank account, which of course I provided within an hour of receiving their email, as of yet, still no reply.

I am looking to open a case against Genesis Casino who are holding £33,000 of my money and winnings and like the many reviews across the internet don't seem to want to pay me what I am owed. I deposited £4,000 to begin so as it stands so now it just feels like a loss.

1/ The money was won on Live Lightning Roulette as per the screenshots without any bonus in play as per the screenshots.

2 The withdrawal was made over a week ago; and in total I'm waiting on £33,000 split across a few withdrawals as per the screenshots.

3/ They keep giving me the same wording as to what everyone else seems to be getting: 'its with the relevant department' & 'we're just doing some checks'. Basically fobbing me off to avoid further processing, it's the same as with all the other people are getting over the last 18 months.

4/ I've been talking to them on the chat box and been getting a lot of the same responses 'Yes of course, it is under review by the relevant department' Is the common theme and to be 'patient' but again its all the same words as what all the other unhappy customers are getting who also never got paid.

5/ My account and documents were fully verified over a week ago by Casino Lab.

6/ I have been given mixed message from different Customer Support Agents, some stating 'Congrats on your winnings, you will be paid soon' 'Its getting security checks', 'its passed security and now ready to be signed off by senior management', 'there is no time frame on this'...

All so confusing but to say there is no time frame is a complete breach of UK and Maltese Gambling Regulations so therefore I would like to request the arrangement of my owed and deserved winnings from the Live Lightning Roulette at Casino Lab.

Best Regards,

< Full name removed >