Casinolab Reviews 584

Dear CasinoLAb Management Team,

I am writing to express my deep concern regarding a serious issue I have experienced with your platform. After placing a bet and winning €690, the winnings were not deposited into my account. A colleague from your team confirmed in the chat that there was an error in the system and assured me that the issue would be resolved, with the winnings refunded within 24 hours. However, the money has still not been credited to my account.

Despite providing all necessary documentation and repeatedly reaching out to customer support, I have only been told to "wait," and my concerns have not been addressed. Additionally, the support team has been closing the chat without resolving the issue.

This situation is unacceptable, and I kindly request the management team to contact me immediately to resolve this matter seriously. If this issue is not resolved promptly, I will have no choice but to share my experience publicly, including documenting it on platforms like YouTube, to inform others about how my winnings were handled.

I trust that you will treat this matter with the urgency and attention it deserves. Please contact me at your earliest convenience to resolve this issue.

Love this casino,I just hope these reviews that are bad are incorrect,1st deposit,won £290 waiting to be reviewed since yesterday,asked live chat if I will need to verify I'd, they said no so hopefully they won't review too long and then say they want I d

Absolute crap. No bonuses what so ever on Any games. Don't know how much you need to spend but it swipes your money
Scrubbers

Scam..lost a few thousands £...jf fun for you is trowing your money than your welcome here...my advice is stay awayyyyyy....make your research about this company..it's nothing good about it

Good casino

NO STARS

WITHDREW £1500 on 27th November 2022 and still not received it absolutely a joke no reply to my emails nothing

Im still waiting for my withdrawal its been 3 weeks im gone contact uk gamling commission if i don’t receive it this week!!!!!

I'm very upset that I've sent numerous emails and forum complaints and still had no reply for the last 3 days.casino lab is closing in the uk and I'm trying to withdraw my funds but it won't let me . When I press withdraw it says IT CANT DO THE WITHDRAWAL FOR THE AMOUNT I REQUESTED but I haven't written any amount in it won't let me.im worried now that I will loose my money.just can't get incontact with anyone tried the phone number no one answers done emails no reply filled the forum no reply don't know what else I can do .any ideas please.

Thought it only be fair I put a review of my experience. Was a little worried about my withdrawal given that they are ceasing operation in uk. Sent them an email which was answered within 12 hours reassuring me that my withdrawal would be processed within the 72 hours. 3 hours later my withdrawal was sent to my PayPal. Thank you to the customer service team!

I was enjoying playing on this site. I played on the 1st December 2022 and withdrew my winnings, I received a text message confirming my withdrawal. On the 2nd December got an email saying the company is ceasing trading in the UK, but the account will remain open until 30th December to withdraw any winnings etc. I went to log in and it says account closed. Can't believe this, the email clearly says all accounts remain open until 30th December. I have many casino account under the companies name and can log in without issues. I'm disgusted that they have close my account and haven't responded to me emails at all.
I would like my withdrawal paid before you leave the UK. Fail to do this, I will open a claim via PayPal as I used them to make the payment. Then at least I will get my deposit back.
I hope you are better than this and send me my withdrawal as stated in your email. You must abide via your terms and conditions and the strict UK gambling laws as until you cease trading you are under there laws. Please respond to me. I have been loyal to you for a long time. Thank you.

Absolutely shocking! Unable to contact anyone via live chat, phone and email made a withdrawal for £1500 my account is fully verified have been a customer for a while. And now every time I log in it says account closed!

This company is an absolute shambles, I have requested a withdrawal from them recently and have the same response as the other reviews, I will be reporting this company to the UK gambling commission if my issue is not sorted today!

I don’t normally give one star but I have to say this must be the worst casino I have delt with . I have sent various documents and I’d they have all been verified
and I made my withdrawal back in June and still waiting
Every time I get in touch with chat or email they all say the same message and tried to phone that is the same
Do not use this casino if you wish to withdraw your winnings

i have been self excluded from sister sites and also have gam stop against my name , i contacted the email address on the website to confirm ive got a gam stop against my name and also that ive been self excluded from sister sites however i was allowed to deposit still (£150) worth .

i was advised to send in details of gam stop which i did however when this was sent in they now want an email from gam stop , i logged into gam stop and sent screen shots of my information, ive been email casino lab and no getting anytning back now , i have raised this with gambling commission aswell

DO NOT USE SCAMMMMMMMMMMMM
DO NOT USE SCAMMMMMMMMMMMM
DO NOT USE SCAMMMMMMMMMMMM
DO NOT USE SCAMMMMMMMMMMMM
DO NOT USE SCAMMMMMMMMMMMM
DO NOT USE SCAMMMMMMMMMMMM

I would not recommend this casino at all.

No problems taking your money.
No problems letting you spend your winnings playing games.
If you want to withdraw your winnings - and it is a large amount - they are awful.
They make no effort to communicate with you - if you contact them through their "complaints" procedure you get an email saying - "You are our top priority" But they literally send the same email every time you try to contact them. Other than this - you will not be contacted.
Customer Service Chat - Have no access to anything - and will tell you, repeatedly - It is with the relevant department, be more patient. THIS IS LITERALLY ALL THEY SAY.

Customer service number - Is never answered. Most of the time says "there is no one available to take your call"

On the plus side - playing on this site has put me off of gambling for life.

Theft of the highest level. Corrupt and unwilling to help. So, they have a few sites across their group which I had signed up to and used relatively without problem...as long as it was to their benefit (I.e. I lost money). I then receive an email from a completely different site stating that I cannot receive promotions any more for that site. No mention of sister sites being affected within that email or the t and C's. Anyway, I proceed to sign up to casino lab. No issues at all during sign up, no mention of account being suspended. They allow me to DEPOSIT and they even creditede the 100% WELCOME BONUS. I play and lose my entire deposit, continue to play with bonus funds hit a huge win during that of £2600 which essentially meant I'd make the wagering requirements until suddenly during play the account is suspended, no slots would load any bets could not be taken. Live chat informed me that I wasn't allowed to play anymore because I received this email earlier. I stressed that there were no mention of this in the t and c of that email and that they willingly allowed me to sign up, deposit and even gave me a bonus without hitch until I suddenly win big. Absolute fraud at its finest. The t and c of casino lab state that they will adhere to their side of the agreement upon registration ("notwithstanding this all contractual obligations already undertaken or entered into will be honoured"). I asked which t and c I had broken and they could not tell me. I forwarded a complaint to the complaint department three times, was told it would be dealt with and it never was
It's been months now and no reply. I will be going to IBAS or similar. My account should be reopened with all previous playable funds and wagering requirements reinstalled so I can finish my wagering as per the term and conditions THEY WROTE and have broken.

DO NOT USE THIS SITE IF YOU WANT TO KEEP OR MAKE MONEY. THEY DO EVERYTHING POSSIBLE TO NOT ALLOW YOU TO HAVE IT BUT ARE HAPPY TO TAKE IT

Would not recommend - especially if you win and chose to withdraw your winnings.

Happy to take your money with no issues. But not quite so quick to pay-out when you win.

Have been told my withdrawal is in the final stages of approval for the last 5 days. 6 different customer service staff have apparently escalated this to the senior management team, to be dealt with as no one can work out what the hold up is.

Have had no communications from them - other than when I have contacted them directly. No one answers the phone. The online chat service has limited access to information - other than to say it's with the senior management team and that is all the information i can tell you.

Their website says 1-3 working days for payments to clear - but this means AFTER you have taken as long as they want to actually "approve" the pay-out.

Not sure what exactly it is that requires approval - when you have won the money.

UPDATE: It is currently 16 days since I requested my withdrawal, and still nothing- no money, no contact - other than an automated email in response to complaint.

UPDATE 2: I am now two months along and still no further forward. Replies to emails have ellen been sporadic or lacking entirely. Casiolab has gone quiet and I sim have no winnings. It is extremely frustrating.

UPDATE 3: I understand that Genesis Ltd. has filed for bankruptcy. This casts doubt on anyone getting any money out of the company. It is worth approaching the Malta Gaming Authority for advice. I have personally not received any winnings, although they still appear to be responding to emails.

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

Great games and really good customer care.