I'm fed up of asking where my verification is up to. I've provided all of my documentation and it's been nearly a month and still nothing after contacting them 3 times.

Dear Alan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Have you been advised what caused the delay? Have you accumulated your winnings with or without active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Hi. I was told that the delay was due to my documents being sent in one pdf file and that they should be sent separately. I did this straight away and nothing back. I have had three online chats with them and all I get back is there is nothing we can do, just wait for your email. I ask how long should this take, a day, a week, a month, a year. The reply is - Just wait. I just wish that these kind of casinso's took as long to take your money as they do when you want to withdraw it. As far as I am concerned I have done everything that was asked of me and nothing has been done to resolve this matter.

Thank you very much, Alan, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Alan,

I looked at your complaint and will do my best to help you. I would like to invite Casino Lab into this conversation. Can you specify where is the problem with player’s verification process, please?

Hi thanks for getting in touch. I have not had any response from Casino Lab. I genuinely won what I have withdrew. There was no bonus involved. I have sent everything requested. Thanks for your help.

Hello Alan,

thank you for your patience.

We inform you that we reviewed your case and we confirm that your account has now been verified and your pending withdrawal is going to be paid out today 15/12/2020.

Depending on the payment method used, it will take up to 5 working days to reach you.

If, after this period of time, you will still have issues with this or eventual queries, please do not hesitate to contact us and we will be more than happy to assist you and check further.

Best Regards,

Casino Lab Team

Dear Alan,

let me know when you'll receive your winnings, please.

Good morning. I received my winnings this morning. Thank you so much for your help.

I actually love using Casino Lab, just a shame that the process too 5-weeks, especially when I have had other accounts with Genesis Global Ltd and using the same credentials and payment method, they should have this already in their data. Thanks again. Happy Xmas.

Dear Alan,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam www.kpvfaw.com