The player from Germany had requested a withdrawal less than two weeks prior to submitting her complaint. Her money had not been received yet. The Complaints Team had advised her to wait for the standard processing time and to ensure her account was verified. After 15 days without receiving her winnings, she had cancelled the withdrawal and resumed playing, ultimately losing her balance. The complaint had been closed as rejected since there were no remaining funds to assist further.
Casino Lab - Player believes that their withdrawal has been delayed.
Amount: €300
Casino Lab
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.5
Casino Lab has a Safety Index of 2.5, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
3 days ago
Public
Public
1 week ago
Translation
Unfortunately, I only learned later here at Guru that there are an incredible number of players who haven't been paid by LAB Casino. They wrote back, even responding kindly, saying not to worry, the withdrawals take a while for certain reasons. The reasons aren't given. They're supposed to try a different withdrawal method, but I don't do that because then it starts all over again. I'm asking for help getting my withdrawal. Thanks, Ma... Fer...
Automatic translation:
Public
Complaint Specialist
Public
1 week ago
Dear Noirambell,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Complaint Specialist
Public
5 days ago
Dear Noirambell,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Public
Public
4 days ago
Translation
I fixed the problem myself, the money still hadn't been paid today, June 29, 2025. So 15 days have passed, this casino will never pay out and will scam everyone! I've now transferred the money back to my account and played because I know for sure that the payment will never come. And now I'm sure too, I played Midas with a stake of 0.20. After and now you'll be amazed, not me, 1028 spins, not a single bonus. Then I went to Vacation, the same game and wham, the money was gone! 300.00 EURO! So in conclusion, the casino LAB not only doesn't pay out, the casino is cheating!! Thank you again, but help is no longer necessary! Play somewhere else, never here again!!!!
I recommend Casinia. I won 500, and the money was in my account in 3 days without requiring any verification! I also applied for 150 at Immersion Casino, and it was in my account after 3 hours. That's what you call an honest casino! Unfortunately, many, many casinos cheat!
Automatic translation:
Public
Complaint Specialist
Public
3 days ago
Dear Noirambell,
Thank you for the update. I'm sorry to hear that you ultimately cancelled your withdrawal request and spent your balance. As you correctly noted, with no remaining funds in your account, we are unfortunately no longer able to assist you further.
I understand your frustration and disappointment with the situation. For the future, please try to avoid cancelling withdrawal requests, as this often leads to losing your entire balance.
Due to the above reasons, this complaint will now be closed as rejected. Thank you for your understanding. I’m sorry we couldn’t be of more help on this occasion. Please don’t hesitate to contact us if you encounter any issues with this or any other casino in the future.
Best regards,
Veronika
