I'm getting in about 3 or 4 hours early, but just have a bad feeling about it. I joined casino lab via the link recently and played a few times. Hadn't remembered to verify my account and hit a nice 500x with £10 on it on lightning roulette. Raw cash so no wagering. Withdrawals of over £5500 and sent my documents Friday night. ID and proof of address got approved straight away but my card payment photos are still awaiting approval. It says up to 72 hours but with a big withdrawal waiting, it feels like they are stalling on my verification. Live chat said if it's not done within the 72 hour period it will be prioritised, but I can't speak to the verification team. I'll check tomorrow morning (way past 72 hour period) and if there's no progress, I will be requesting some help off you wonderful people to get it sorted. 

Just as I thought. Still not verified. I emailed the support to ask about it, but I just got a generic email back.  CraigSlots  or  Jimbocasino  can you help me please?

Hey there! Ive forwarded this to Jimbo an Craig so one will be in touch soon! 😊

superdavey - 16/02/2021 at 08:21

Hey there! Ive forwarded this to Jimbo an Craig so one will be in touch soon! 😊

Thank you

 Reformed-Gambler1  Hate to say it, but I've had an extremely bad experience with this casino regarding the same issue. I'm not going to explain on this thread, but if you go to https://www.gamblersden.com/forum/topic/genesis-licence-suspended/?&page=4 , its all on there

Best of Luck

 DjRampuls  I read part of your post. What is IBAS? Seems like that helped you get your money. Nothing dodgy about my account, no second person on my bank account, all documents have been accepted at all other casinos. Hoping the lads can sort it for me, but if not I'll have to get a higher authority involved, just don't know who to speak to etc. Annoying as I'm not hanging on for the money, but 5.5k is a lot to anyone. 

 Reformed-Gambler1  IBAS is their nominated ADR (Alternative Dispute Resolution) company. 

From their website "The Independent Betting Adjudication Service (IBAS) is an Alternative Dispute Resolution (ADR) service, approved by the Gambling Commission to provide informed and impartial adjudications on disputes that arise between licensed gambling operators and their customers, after the customer has completed the operator's own internal dispute procedures and where a deadlock still exists"

I didn't actually get them involved, but the sheer threat of getting them involved got them to pull their finger out. As soon as I sent the email to their complaints team and said I will be getting them involved if nothing happens, my withdrawal appeared in my bank within hours. Unfortunately you do have to go through Casino Labs complaints procedure before you can make a complaint to IBAS which knowing them can take some time. 

My best bet for you is to continually hound them daily until you get a personal response and not just a copy and pasted "Its with the relevant department" reply. Once you've done that, then threaten IBAS, and if you still get no response, actually make the complaint. I've uploaded the original copy of the the email I sent to Casino Lab on the other thread for reference....Thats the one where they released the funds shortly after 

Ok thanks for the info. I'm useless with any knowledge of this sort of thing. Never had an issue before so no need to worry about it. 

I've now emailed an official complaint following another day of generic responses from live chat and zero response from email. I've been told it's been escalated to high priority but that seems to be their "fob you off" phrase of choice.

I stole a bit of your email  DjRampuls  to use in my complaint, so hopefully that or if Craig/Jimbo can get involved, it may help resolve the matter. 

Dont really fancy a month of this, like you did. 

Jimbo has our Casino Lab contact else i would be on it now, i've DM'd him to come to the thread

Thanks Craig. I appreciate you guys have your own lives to lead etc so I understand it will take time. 

We've forwarded it to them, and Craig has the contact too he's just clueless xD

Yet i still love him IDK why

Thanks guys. I'm barely getting a response so the help is much appreciated. 

Jimbocasino - 17/02/2021 at 16:47

We've forwarded it to them, and Craig has the contact too he's just clueless xD

Yet i still love him IDK why

Tell them to verify I’m an affiliate of yours too so I can get  my January giveaway winnings haha 😂😂😂

Update,

After hounding them on live chat and emails for the last few days, the threat of IBAS taking over the case in my last email today and Craig / Jimbo help, I have just received an email to be informed my account is now verified. 

Juat have to wait for the withdrawals to be processed now. Hopefully they won't take as long as the verification, but it's a step in the right direction. 

Thanks to all who got involved to help out.