I withdrew my winnings on the 22nd of March. The next day I was asked to send documents to verify my account. I sent them over as soon as I saw the email. After waiting for about 2 days I checked the progress, and nothing had changed.

I've used the live chat multiple times and nothing has been done. I've sent numerous emails and they just say my account is being reviewed.

I re submitted my documents thinking that this could help but I've still had no update.

Any help would be greatly appreciated

Dear Chris,

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi,

Thanks for the response. I haven't been told that there is a problem. All I've been told it that I should expect an email soon. But they have told me that multiple times now. I asked if I should change the documents I uploaded, but that they didn't say anything.

I thought that I. Might need to upload different documents but that doesn't seem to be the case.

The only update I've had is that they are working to verify my account. But it's been over two weeks now which is way longer than the 72 hours I was told it would take

Thanks for your help, fingers crossed we get this resolved

Thank you very much, Chris, 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 Chris,

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

Hi Chris,

Thank you for getting in contact with us.

We have reviewed your account, but we are unable to locate any pending withdrawals on your account. We can see that you previously had 3 pending withdrawals requested on the 20/03, 21/03 and 22/03 which were all released on the 5/04/21. Considering these were credit card withdrawals, please allow up to 3 working days for the funds to arrive to your account.

At this stage your account is verified and we do not require any further documents for the time being.

Should you have any further questions, please do not hesitate to contact us, we would be more than happy to assist!

Kind Regards,

Casino Lab Team

Dear Chris,

did you receive your winnings?

Hi there.

Apologies for the slow replies I've had a few very busy days.

Casino Lab did contact me and I have now received my winnings.

Thank you for your help with the matter and also thank you to casino Lab.

Have a good day

Dear Chris,

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