Casino Lab - stalling payout

Ruling

Resolved - Both the submitting complainant and Casino Lab have informed us that this issue has been resolved and the player has received their funds.

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Player's Complaint

Hi, I'm waiting for a withdrawal from Casino Lab owned by Genesis since the 20th November. I am fully verified on their network from a sister site in the group where I won and provided all ID including many selfies. From the win on Casino Lab, they have asked for all this again. I have pointed out that I am verified on the group and I shouldn't need to resubmit all this info but they are ignoring all my emails. Can you please help them to pay out as I don't think it's reasonable to have to send all this over yet again.

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7 Responses

ThePOGG

December 2, 2020

Hi natdorn9 - welcome back!

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 11th of December let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

ThePOGG

December 13, 2020

Hi natdorn9,

Are you still experiencing issues?

Thanks,

ThePOGG

natdorn9

December 14, 2020

Hi,yeah they won't respond or pay. Disappointing after all the issues with the UKGC they had. Can you please help?

natdorn9

December 22, 2020

Hi there, just wondering if there's any update please? Still no sign of payment.

natdorn9

January 2, 2021

Hi, just following this up to see if there's any progress please?

natdorn9

January 8, 2021

They've paid. Thanks!

ThePOGG

January 10, 2021

Hi natdorn9,

Thanks for letting us know - it is appreciated!

ThePOGG