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 a only lvl 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.

Dear Matic,

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.

Dear Nick,

thank you for you explanation, is there anything we can do speed up the process? Will be really grateful if you can help, thank you.

Hello,

Today i have checked and still no funds and the issues still persist on their side, without a solution, just asking me to be more patient and that my withdrawals are safe.

Hello, today they still have issues processing withdrawals.

can you please read this? they just closed the chat

hello, i would like to inform that have blocked me from using the site

can anyone help me please?

i would like to inform i can access the site and my account once again

to the image above, now this

hello, will like to update you on the situation, today 1500€ was processed to my account, will keep you updated, future withdrawals have been made 2800€ remains on my the account.

Dear Matic,

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.

Hello, i would like to update you they are processing my withdrawals, but now i have 6500€ left to process, because i won again.

Dear Matic,

Glad to hear that you have received part of your withdrawals.

Since when are the newly requested withdrawals pending?

Do you wish to keep the complaint anyway as the casino is basically paying you out normally?

Awaiting your response.

Regards,

Nick

hello,

My first withdrawal request has been made on 07.04.2025.

Dear Matic,

As advised earlier, each withdrawal may take up to 14 days to be processed.

Please let us know by the end of the week if the money has received.

Awaiting your response.

Regards,

Nick

Dear Matic,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Nick
www.kpvfaw.com