As a part of our ongoing and ambitious project - For the Players, From the Players - our LCB tester, Dirkemans, has kindly tested non-US friendly Casino Lab and provided valuable information about the experience.
The tester went through all the steps of comprehensive online casino experience: signing up procedure, account verification, depositing, gameplay and withdrawal.
The entire test took place between March 18th and March 25th.
The summary of the test goes as follows:
- Tester of the Day: Dirkemans
- The signup procedure was completed on March 18th
- After uploading the KYC verification documents on the same day, the tester was unable to deposit...After contacting the support about it, the wait continued for the next 5 days
- On March 23rd, the tester contacted the support again asking what the hold up was. The support agent escalated the matter and apologized, saying that the casino will contact the tester soon
- On the same day, tester’s account and identity were verified successfully
- On March 23rd, the tester deposited €170 via Neteller account, without any fee
- On March 24th, LCB tester requested a cashout of €50
- On March 25th, the cashout was confirmed and tester received €48.10 (after a €1.90 fee was deducted from the requested amount of €50)
So, with that out of the way - let’s check out how it all went.
Sign Up and Verification
Dirkemans began his Casino Lab journey on March 18th.
He completed a very simple three-step sign-up procedure in no time and registered his account from The Netherlands.
The tester wanted to fund his account with money right away, but he got the screen notification saying that “due to regulatory requirements”, the tester needs to verify his age before he can deposit.
He uploaded the required documents using the standard KYC procedure: proof of identity, proof of address and payment method info (he opted for Neteller)
After not getting any news about his verification process, he tried to deposit but found he was unable to. He was directed to the documents page, where is said:
“At this stage we have all the necessary information to verify your account and no documents need to be uploaded. Rest assured that we will let you know if we need any further documents uploaded.”
Dirkemans then decided to contact live chat.
At first, there was no clear answer from the support. After several attempts to resolve the issue and speed up the verification via support, five days later on March 23, the tester, seeing that his identity verification is still pending, contacted the support agents again.
He was again transferred to a human representative to whom LCB tester explained that he signed up on the 18th, uploaded his verification documents to be able to deposit and that they’re still pending.
After looking into the matter, the Casino Lab rep apologized for the delay with the verification procedure and said that she has escalated the matter for the tester internally and expects a response from them very soon.
The agent asked the tester to check his email for the response from the casino.
On the same day, March 23rd, the tester got the email from the casino confirming that his account has been verified and apologizing for the hold up.
Deposit
After a lengthy verification process, the time has finally come to fund the account. The deposit process took place on March 23rd.
The tester opted for Neteller deposit method. He chose the banking method from a drop down menu, entered the desired sum - €170 - and confirmed the email address that his Neteller account was connected to.
To confirm the deposit, a six-digit verification code has been sent to the tester’s email address by Neteller.
That was it! The deposit transaction was processed instantly and there were no fees charged.
Gameplay
The tester started out with iSoftBet’s Sheriff of Nottingham slot
Next, he went out of the ordinary and tried some Lightning Roulette live dealer action by Evolution Gaming.
He then moved on to the revolutionary Monopoly Live.
The Final Countdown slot by Big Time Gaming.
Withdrawal
And finally, it was time to attempt a withdrawal.
On March 24th, LCB tester requested a withdrawal of €50 from his remaining balance, using the same method - Neteller. He entered the said amount in Casino Lab’s withdrawal window. The casino automatically calculated that its 2% withdrawal fee for the amount of €50 would amount to €1.90.
Immediately, the Withdrawal Confirmation screen communicated that the tester's withdrawal request has been submitted successfully to the casino that will review it as soon as possible.
On March 25th, the withdrawal was complete: €50 minus the €1.90 withdrawal fee amounted to the total withdrawn amount of €48.10.
The tester got this confirmation via email as well.
That completes this round of For the Players, From the Players tests! Are you a member at Casino Lab? What is your experience like? Shout it out in the comments below!
Remember that you can follow all the latest developments in For the Players, From the Players at THIS LOCATION. And as ever - play responsibly!
MelissaN
3 years ago
Almighty Member
Hope they will improve their verification process so that everything can go smoothly and with no delay. Great report.
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dirkemans
3 years ago
Hero Member
Hey guys! Agreed, it should be faster. One often sees that with new, or smaller/lesser known operators (even more so when they are part of a white-hat set-up or Group), they don't really focus on the best possible in-house communication between various departments. Sometimes, in the case of White hat or larger groups with...
Hey guys! Agreed, it should be faster. One often sees that with new, or smaller/lesser known operators (even more so when they are part of a white-hat set-up or Group), they don't really focus on the best possible in-house communication between various departments. Sometimes, in the case of White hat or larger groups with several casinos, some departments are shared, which is not a good thing per-se: this can lead to delays or lacking communication even more. That said, the experience here wasn't bad in itself, and i would say it's WAY better to have these lenghty procedures handled before even depositing, as these types of time-frames, often cause players that actually have deposited, and try to withdraw their winnings, a big headache, let alone the fact they sometimes give up and/or playback winnings. So i still say it's a great thing to have to verify before being able to deposit. The better Casinos will learn from their mistakes, and hopefully Casinolab will improve their verification method, or rather the time frame and in-house communication thereof. After the support agent elevated my case, things actually went pretty smoothly, so i think they pretty decent overall :)
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Jovana1407
3 years ago
Moderator
Good job! Thanks for this LCB report. This information, even about the verification process, is important to our members.
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Bixy
3 years ago
Moderator
Me too Bubbles12, surely I would give up depositing and find another casino. I am curious what would happen if Dirkemans did not contact the support team second time? How long it would take for them to process verification in this case? Thank you LCB for a great report and Dirkemans to make us aware all pros and cons when...
Me too Bubbles12, surely I would give up depositing and find another casino. I am curious what would happen if Dirkemans did not contact the support team second time? How long it would take for them to process verification in this case? Thank you LCB for a great report and Dirkemans to make us aware all pros and cons when playing at Casino Lab.
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Bubbles12
3 years ago
Jr. Member
Verification is very important for the players and the casino, some improvements are needed. If I had to wait for so long, I would have never made a deposit.
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Sydney
3 years ago
Almighty Member
The verification process at Casino Lab should be much quicker. Five days is too long. Everything else went smoothly. Thanks for another great report!
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