DEAR FRIENDS I AM PLAYING HERE OVER 4 WEEKS ALL I SEE SOME DODGY TURKS OWNS HERE AND BELIEVE ME YOU NEVER WIN ANYTHING AND IF YOU WIN SOMETHING BY MISTAKE THEN YOU WONT GET PAID .STAY AWAY FROM... See more
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Another rubbish review because once again withdrawal delays .. talked to live chat.. basically same robotic response. This happens every couple of weeks. Got promised faster withdrawals as a VIP membe... See more
If I could give minus stars I would. The site itself is ok. However, when it comes to bonuses they constantly move the goal posts - not enough to just opt in once - you have to do it constantly, I've... See more
I took the VIP ladder seriously and the upper tiers mostly deliver - faster withdrawals and few personalized deals. The manager replies could be quicker sometimes, but overall the perks feel real. Pla... See more
Company replied
Company details
Written by the company
You’ve just stumbled upon a casino that’s uncommon in the casino world. Welcome to Casino Lab, an online casino offering various sized glass flasks to mix together your very own potions and elixirs, to create your very personal entertainment recipe. This casino offers a gaming experience that cannot be found elsewhere because nobody has the secret recipe.
Contact info
Water Street, XBX 1301, Ta' Xbiex, Costa Rica
- casinolab.com
You should know
1.9
Poor
625 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 93% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
CasinoLab amazing
CasinoLab amazing! great customer service. Even though i have not withdrawed any money yet still a new player yet felt very welcomed in there. Appricarte it a lot. Best
9 November 2022
Unprompted review
Reply from Casinolab
Hi Hemo,
Thank you for taking the time to review us.
We are happy to see that you have had a nice experience with us 😊!
Please do not hesitate to contact us should you require any assistance; we will be more than happy to help.
We wish you the best of luck with your future with our casino, and we hope to see you playing with us again.
Regards,
Casino Lab Team
Great games and really good customer…
Great games and really good customer care.
6 November 2022
Unprompted review
Reply from Casinolab
Hi Colleen Paterson,
Thank you so much for taking the time to review us.
We are glad to see that your experience with us has been a great one. Please feel free to contact us should you require any assistance; we will be more than happy to help!
In the meantime, we wish you the best of luck for your future within our casino, and we hope to see you playing with us again!
Regards,
Casino Lab Team
Avoid Casino Labs
After 14 emails, multiple withdrawal requests. Bank details checked and accepted. Just going round in slow and depressing circles. I’m pretty sure Casino Labs have to be the worst gambling site available in the Uk and I won’t be recovering my winnings anytime soon. Avoid like the plague.
6 November 2022
Unprompted review
Reply from Casinolab
Hi Colin Baker,
We are sorry to hear that you are experiencing issues with our casino.
Rest assured that your complaint is currently being investigated by the relevant team and as soon as we have an update, we will inform you immediately.
UPDATE:
Please be informed that your withdrawal has been released today 09/11/2022
Kindly allow 3 to 5 working days for your bank to process and reflect the funds in your bank balance.
Thank you for your cooperation and patience.
Kind Regards,
Casino Lab Team
Excuse after excuse to get your winnings.
Excuse after excuse to get your winnings.
No issues making a deposit but if you want to withdraw it’s a joke.
Can’t withdraw through PayPal, Card, Bank etc.
I have uploaded my documents numerous times, spoke to customer services to no avail.
Never had this issue with any other online slot site.
Stay away at all costs
30 October 2022
Unprompted review
Reply from Casinolab
Hi Jamie,
Thank you for contacting us, and we are sorry to hear that you are experiencing delays with your withdrawal request.
Understanding your frustration, please let us point out that as a regulated casino we are obliged to carry out all the necessary security checks on our players and their requests. Unfortunately, this can sometimes take a bit longer than anticipated, especially in times of high level of player contacts, and we would like to apologize for any inconvenience this has caused.
We are pleased to inform you that your withdrawal has been approved on the 30/10 and the funds should reach your account within 3 to 5 working days, depending on the speed of your bank.
Should you have any questions, please do not hesitate to contact us, we would be more than happy to assist.
Kind Regards,
Casino Lab Team
Very very happy 😊
I am writing this review as I am very pleased with casinolab. They are 100% legitimate, my withdrawal was done within 2 days as I took time to provide documentation, but from reading reviews I was put off and almost (concerned/anxious) regarding cash out, but you need not worry as they are like most other casinos out there I have played on and you will have bo issues with withdrawals. Very very happy with casino lab ☺
17 October 2022
Unprompted review
Reply from Casinolab
Hi Sarah,
Thank you for taking the time to review us.
We are happy to see that you have had a nice experience with us 😊!
Please do not hesitate to contact us should you require any assistance; we will be more than happy to help.
We wish you the best of luck with your future with our casino, and we hope to see you playing with us again.
Regards,
Casino Lab Team
Fantastic experience of Casino Lab
First let me assure you that this is a 100% genuine review. I’ve played on Casino Lab for a little while now, won a little, lost a little, nothing major either way. Yesterday however, I won in the region of £530 - £540. I played for a little while but eventually withdrew £500 then an additional £20. I’m writing this review 18 hours later as the first withdrawal of £500 is now sitting in my bank account. Contrary to the many bad reviews I read about people having issues being paid out, I can confirm my withdrawal was processed and paid out on the same day. I absolutely love Casino Lab, a fantastic gaming site and a great experience.
18 October 2022
Unprompted review
Reply from Casinolab
Hi ChrisAndLou,
Thank you for taking the time to review us.
We are happy to see that you have had a nice experience with us 😊!
Please do not hesitate to contact us should you require any assistance; we will be more than happy to help.
We wish you the best of luck with your future with our casino, and we hope to see you playing with us again.
Regards,
Casino Lab Team
I have been waiting over 6 month for my…
I have been waiting over 6 month for my withdrawal - produced all documents they needed, even closed my account thinking that would speed it up but that didn't work, when they did allow me to try to refund my bank refused the money as no longer dealing with gambling sites so its been 2 months since proving I didn't get the money and I keep getting emails telling me I am a top priority but never providing a solution for getting my money - AVOID this site
1 March 2022
Unprompted review
Reply from Casinolab
Hi maeve cronin,
We are sorry to hear that you are experiencing issues with our casino.
Rest assured that your complaint is currently being investigated by the relevant team and as soon as we have an update, we will inform you immediately.
Thank you for your cooperation and patience.
Kind Regards,
Casino Lab Team
Casino Lab is so terrible that I cannot…
Casino Lab is so terrible that I cannot describe in words how much you need to avoid this site. There is a good selection of games, and you can deposit with no problems. However, once you try and withdraw, you will encounter no end of problems. I have received emails that the funds have now been approved to then find that they then put further obstacles in the way by asking for bank statements, I am still waiting. I have tried phoning, but no one answers and the live chat no one responds.
Avoid this website at all costs.
23 September 2022
Unprompted review
Reply from Casinolab
Hi Rick,
We are sorry to hear that you are experiencing issues with our casino.
Rest assured that your complaint is currently being investigated by the relevant team and as soon as we have an update, we will inform you immediately.
Thank you for your cooperation and patience.
UPDATE:
Please be informed that your withdrawal has been released on 01/01/2022.
Kindly allow 3 to 5 working days for your bank to process and reflect the funds in your bank balance.
Kind Regards,
Casino Lab Team
STAY AWAY,made 2 withdrawals of 250 GDP…
STAY AWAY,made 2 withdrawals of 250 GDP in one day,got email today saying my card is not set up to receive withdrawals and money has been put back into my gaming account
very strange this as i received a withdrawn amount from 32RED to this same card 4days ago without any problems, Casino Lab pay me my winnings,if not ,i have a mate who works for Uk gambling commission who has connections to shut you down !!!!
UPDATE
as trustpilot,needs to correctly establish facts,its only right to inform reviewers that far from casinolab being at fault here for withholding my winnings its my bank which is solely responsible ,they approved my deposit to casinolab ,but its against their COMPANY POLICY!!!!!! to approve withdrawals,and when CL attempted to transfer my winnings the bank declined the transfer,i hope to arrange another payment withCL and have DM ed them by e mail
24 September 2022
Unprompted review
Reply from Casinolab
Hi Chris Dilnot,
We are sorry to hear that you are experiencing issues with our casino.
Rest assured that your complaint is currently being investigated by the relevant team and as soon as we have an update, we will inform you immediately.
Thank you for your cooperation and patience.
UPDATE:
Please be informed that your withdrawal has been released on 02/10/2022.
Kindly allow 3 to 5 working days for your bank to process and reflect the funds in your bank balance.
Kind Regards,
Casino Lab Team
Can't log in and my withdrawal is pending!!!!!
beware once i played won small amounts i could withdraw, on 18th Sep 22 I won and withdrew without any issues money was in my account next day. So on 19th Sep I thought I'd give it another go played and won withdrew my winning to be woken up to email requesting documents and so on I replied as requested
when I tried login to my account later that day I couldn't as it keep showing unknown error contact assistance, even though I'm using exactly same details nothing changed. I would stay away if you're thinking of playing.
20 September 2022
Unprompted review
Reply from Casinolab
Dear Dercio,
Thank you for contacting us, and we are sorry to hear that you are experiencing delays with your withdrawal request.
Understanding your frustration, please let us point out that as a regulated casino we are obliged to carry out all the necessary security checks on our players and their requests. Unfortunately, this can sometimes take a bit longer than anticipated, especially in times of high level of player contacts, and we would like to apologize for any inconvenience this has caused.
We are pleased to inform you that your withdrawal has been processed and approved on the 25/09. Kindly allow 3 to 5 working days for the funds to reach your account, depending on the processing time of your bank.
Should you have any questions, please do not hesitate to contact us, we would be more than happy to assist.
Kind Regards,
Casino Lab Team
Horrendous custom service.
I was told to send documents for verification, I did so and cleared all checks. They're now telling me that I'm going through Futher routine checks which they have told me there's no time from on when it'll be completed. This has been going on for 4 days now. It's totally unacceptable and I've told them I'll be speaking to the UKGC.
They have my money in their account and won't let me access it even after I've passed verification what they've asked for.
14 September 2022
Unprompted review
Reply from Casinolab
Hi Lee longthorn,
We are sorry to hear that you are experiencing issues with our casino.
Rest assured that your complaint is currently being investigated by the relevant team and as soon as we have an update, we will inform you immediately.
Thank you for your cooperation and patience.
Kind Regards,
Casino Lab Team
** Update 10/10 **
We would like to inform you that the relevant team have completed the review of your account and they sent you an email today with the outcome of your account.
We kindly ask you to review the email and any further questions, please do not hesitate to respond back to the email.
Thank you for your cooperation.
Kind Regards,
Casino Lab Team
I was up $5000 the next day I could not…
I was up $5000 the next day I could not log in, same details as day before, even my email password reset suddenly wouldnt work, they said the same thing over email 9 times, then said theyd escalated, I have heard nothing back. do not use these guys, they are associated with casinogods who I thought to be trustworthy, but clearly not. do not deal with these guys blatant scam.
29 August 2022
Unprompted review
Reply from Casinolab
Hi Taylor Kloss,
Please be informed that we are looking into your quuery and have escalated this with the relevant team for investigation.
We will be in contact with you as soon as possible.
UPDATE:
Please be informed that due to a technical issue affecting multiple customers you could not be able to login in your region. I am glad to inform you that the issue has been fixed, kindly try to login to your account again.
Thank you for your patience with this matter and apologies for any inconvenience caused.
Regards,
Casino Lab Team
Joke
Same sort of experience as other people I've been sending email for a week now about 15 of them all the it's this or that picture to blury or all 4 corners not visible I mean they just do anything not to pay your money to you
7 hours later no reply so far to this post that's what I'm saying great customer
service
Kamil Duchnowski
31 August 2022
Unprompted review
Reply from Casinolab
Hi puffy p,
We are sorry to hear that you are experiencing issues with our casino.
Kindly note that unfortunately we could not locate your account with the details provided on Trustpilot, we kindly advise for you to contact us directly in order to resolve your case accordingly.
Regards,
Casino Lab Team
Wish I could give zero stars
Wish I could give zero stars. Have been trying to withdraw money for over a week and they keep requesting more documents. Why do you need to see my payslips to give me my winnings? This is becoming ridiculous now. You’re quick enough to allow the deposits without all these documents but don’t want to part with winnings. If this isn’t resolved I will be making an official complaint.
8 August 2022
Unprompted review
Reply from Casinolab
Hi Lyndsey,
We are sorry to hear that you are still having difficulties with our casino. Kindly note that we have escalated your case to the relevant department.
Please bear with us while we investigate the matter. Once an update is provided we will contact you accordingly.
Regards,
Casino Lab Team
Update - 02/09/2022
Hi Lyndsey,
Kindly note we sent you an e-mail on the 11th of August 2022 requesting Documentation. Kindly forward the documents needed in order to move forward with your case, otherwise we are forced to close your case accordingly.
Should you have any queries do not hesitate to contact us, we are more than happy to help.
Regards,
Casino Lab Team
I've waited six days to receive money
I've waited six days to receive money back that casino lab took from my bank account after my gaming account was actually closed ,I've provided bank statements as evidence but all the customer service reps wants to do is fob you off about other departments dealing with it worst online gaming site I've ever tried deplorable customer service if anyone is thinking of trying this site stay away from it at all costs
4 August 2022
Unprompted review
Reply from Casinolab
Hi Stuart Kenny,
We are sorry to hear that you are still having difficulties with our casino. Kindly note that we have escalated your case to the relevant department.
Please bear with us while we investigate the matter. Once an update is provided we will contact you accordingly.
Regards,
Casino Lab Team
Update - 08/08/2022
Hi Stuart Kenny,
Kindly note that after investigating your case we can see that the transaction in question was credited into your account on the 20th of July 2022 accordingly (Before your account was closed). Kindly note that after your Account was closed no more transactions were processed from our end.
Should you have any other queries do not hesitate to contact us, we are more than happy to assist.
Regards,
Casino Lab Team
i ejoy the games i played up to now…
i ejoy the games i played up to now and also the help from chat as i was new and dident know how to find some games tks for the expirience
11 July 2022
Unprompted review
Reply from Casinolab
Hi maria gilmore,
Thank you for taking the time to review us.
We are happy to see that you have had a nice experience with us 😊!
Please do not hesitate to contact us should you require any assistance; we will be more than happy to help.
We wish you the best of luck with your future with our casino, and we hope to see you playing with us again.
Regards,
Casino Lab Team
Stay away from this site they try everything to not pay you.
Over 4 months waiting for my £400 winnings. I sent in more documents than ever to this company. Each time they want something else. They purposely take days and days to reply to emails. I have sent in official letters, Bills, Valid passport, Valid UK passport. I was then told I had to take a picture of myself holding my passport and a written note with words on it they told me to write - name, DOB and a ref code etc and STILL I am waiting for my pending withdrawals to be processed! They were happy enough to take my money, happy to process my first withdrawal with all I sent in then when I try to withdraw £400 they have been messing me around for months. They try and delay paying you, they make you literally jump through hoops to get your winnings. It's been the worst experience ever dealing with this company. I would avoid this site at all costs if I were you. Plenty of other sites out there. You will struggle to get any winnings paid to you. Just look at the other reviews, I'm surprised this site is still running. I have documented everything and I will be reporting this company as they are withholding my money from me for no valid reason. Beware of this site
9 July 2022
Unprompted review
Reply from Casinolab
Hi Durrant Jodie,
We are sorry to hear that you are still having difficulties with our casino. Kindly note that we have escalated your case to the relevant department.
Please bear with us while we investigate the matter. Once an update is provided we will contact you accordingly.
Regards,
Casino Lab Team
Update - 11/07/2022
Hi Durrant Jodie,
Kindly note that your Withdrawals have been processed today, kindly wait 3-5 working days in order for the balance to reflect into your account accordingly.
Should you have any other queries do not hesitate to contact us, we are more than happy to help.
Regards,
Casino Lab Team
THIS SITE TAKES WINNINGS
THIS WEBSITE DOESN'T PAY WINNERS PLEASE AVOID IF YOU WANT TO WITHDRAW WINNINGS
I have been waiting nearly 10 days for £3000 to reach my account The only information I have recieved its that is was processed on 28th July so were is the money!?!!
The games are good and varied BUT you can't recieve winnings in the time frame which the site states (false advertising!!) AVOID AT ALL COST
I will be reporting this site to gambling commission for the above DO NOT PLAY THIS SITE IF YOU WANT YOUR WINNINGS!!
I have just been informed that the withdraw was NOT completed as previously informed THIS WEBSITE IS A SCAM WHEN IT COMES TO WITHDRAWALS I have tried again and will update accordingly regarding payment and when received ACTIONS SPEAK LOUDER THAN WORDS!!
This ridiculous now UNABLE TO PLAY GAMES AGAIN due to withdraw winnings that they had not processed This is a multi million pound company I have
no option than to report to gambling commission as they need investigating as to why they keep customers winnings for so long PLEASE AVOID 1 STAR IS TOO MUCH FOR THIS SITE
7 July 2022
Unprompted review
Reply from Casinolab
Hi SP,
Kindly note that due to a technical issue your Withdrawal funds have reverted back onto your account. We kindly advise you to request a new Withdrawal request in order for us to escalate to our payments team and resolve your case once and for all.
Should you have any queries do not hesitate to contact us, we are more than happy to help.
Regards,
Casino Lab Team
Update - 08/07/2022
Hi SP,
Kindly note that your Withdrawals have now been processed, kindly wait 3-5 working days in order for the balance to reflect into your account accordingly.
Should you have any other queries do not hesitate to contact us, we are more than happy to help.
Regards,
Casino Lab Team
I asked for a goodwill bonus and…
I asked for a goodwill bonus and recieved one. The only thing I would like to sugguest is that they could switch up the game the free spins are given on. Cheers.
6 July 2022
Unprompted review
Reply from Casinolab
Hi Jess Thomas,
Thank you so much for taking the time to review us.
We are glad to see that your experience with us has been a great one. Please feel free to contact us should you require any assistance; we will be more than happy to help!
In the meantime, we wish you the best of luck for your future within our casino, and we hope to see you playing with us again!
Regards,
Casino Lab Team
Exactly the same issue as with most people here
Exactly the same issue as with most people here, withdrawal problems, all withdrawals declined yet they say it went through even tho I have sent them proof time and time again yet they will not pay out. It seems they will do everything they possible can to avoid paying out any winnings. Account fully verified and proof no money ever reached my account yet I receive the same messages… the emails sent seem to be professional enough for the most part but the delivery of service is a sham
If you are smart enough to read reviews (unlike me) I would definitely avoid this site as it honestly feels like a scam, how this is a licensed casino is beyond me after reading these reviews and the same thing happening to me to no surprise
After my last set of emails showing them proof of everything and it does not get resolved I have no other choice to report this to IBAS and the UKGC
A couple times issues can and will occur but this looks like a frequent problem for players like ourselves and it’s a huge problem
After too many tries I finally received my money!
24 June 2022
Unprompted review
Reply from Casinolab
Hi Ryan,
We are sorry to hear that you have experienced issues with our Casino.
Your Withdrawal was processed on the 25th of June 2022 and as stated above we are glad to hear that you have received your Withdrawal accordingly.
We would like to apologize for the inconvenience in regards to your case, should you have any other queries do not hesitate to contact us, we are more than happy to help.
Regards,
Casino Lab Team
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