Casino Lab - O levantamento dos prémios dos jogadores está atrasado.

Hello dear team,

The casino has already taken more than 14 days to process withdrawals in the past. Well, I wanted to give the casino one last chance, but even after the third withdrawal request, it became clear that nothing would be done, regardless of constant inquiries to support. I've already submitted a complaint because I fear *no, I know* that nothing will happen.

I didn't find this casino on your list, which is a bit surprising.

I deposited using the bonus, but didn't activate it for play. The winnings came from playing with real money. Before withdrawing, I canceled the available bonus (otherwise, a withdrawal wouldn't have been possible at all). Verification hasn't been required so far. The €500 withdrawal request has been pending since August 2, 2025.

Thank you in advance for your support in this matter.

Hallo liebes Team,

das Casino hat sich bereits in der Vergangenheit schon teils mehr als 14 Tage Zeit gelassen um Abhebungen zu bearbeiten. Nun, ich wollte dem Casino noch eine letzte Chance geben, aber auch beim dritten Mal, mit einem Antrag auf Abhebung, zeigt sich, dass sich, unabhängig ständiger Nachfragen beim Support, nichts tun wird. Ich habe die Beschwerde bereits jetzt eingereicht, da ich befürchte * nein, ich weiß es*, dass nichts passieren wird.

Ich habe das Casino hier in Eurer Liste nicht gefunden, was mich ein wenig wundert.

Ich habe unter Bonus eingezahlt, aber diesen zum Spielen nicht aktiviert. Der Gewinn resultiert aus dem Spiel mit Echtgeld. Vor der Auszahlung habe ich den verfügbaren Bonus storniert (ansonsten wäre eine Auszahlung gar nicht möglich). Eine Verifizierung war bislang nicht erforderlich. Der Antrag auf Abhebung von 500,00 Euro steht seit dem 02.08.2025 auf Bearbeitung.

Vielen Dank vorab für Eure Unterstützung in dieser Angelegenheit.

Dear player,

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 the 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.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Withdrawal completed today. Thank you for your support so far.

Abhebung heute erfolgt. Vielen Dank für die bisherige Unterstützung.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika