How to contact the casino support service?
Casino Lab support can be contacted primarily through 24/7 live chat available on their website, email support at [email protected], and a phone helpline.
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What contact methods are available for customers?
Live chat, email, telephone helpline, FAQ section, and a contact form are available.
Casino website
https://www.casinolabonline.com
Casino launch date
Casino Lab was launched in 2020.
Gaming license
Casino Lab is licensed by the Malta Gaming Authority (MGA/B2C/314/2015) and the UK Gambling Commission (License number 45235).
Casino headquarters location
The registered address is 28, GB Buildings, Level 3, Watar Street, Ta' Xbiex, XBX 1301, Malta.
License jurisdiction
Malta and the United Kingdom.
Is there live chat on the website, does live chat work 24/7, and how long does it take to respond in chat?
Yes, there is a live chat feature available 24/7 with responses typically prompt during operation hours.
Is there a contact form on the website?
Yes, a contact form is available alongside FAQs for customer enquiries.
Technical support email
VIP support email
No specific VIP support email publicly listed; VIP customers likely have dedicated channels through account managers.
Complaints email
No dedicated complaints email found; general support contact is via the standard support email.
Finance department email
Not publicly listed; financial inquiries are generally handled via [email protected].
Security service email
Not specified publicly.
Support hotline phone number
+356 27780065 (Malta-based helpline)
VIP line for premium customers
Not publicly available.
Separate complaint line
Not publicly available.
Technical support
Technical support is available 24/7 through live chat and email.
Financial department
Financial inquiries can be addressed via the general support email and phone helpline.
Security service
No specific direct contact publicly available; security matters handled internally.
Telegram support account
Not publicly disclosed.
WhatsApp support account
Not publicly disclosed.
Viber support account
Not publicly disclosed.
WeChat support account
Not publicly disclosed.
Facebook page
Not specifically provided.
Instagram page
Not specifically provided.
Twitter/X page
Not specifically provided.
LinkedIn page
Not specifically provided.
YouTube channel
Not specifically provided.
Telegram channel
Not publicly available.
Discord server
No official Discord server noted.
Are there video calls with consultants?
No evidence of video call support.
Is there a ticket system (helpdesk)?
No explicit ticket system mentioned; support via chat and email is standard.
Is there a mobile app with support chat?
No dedicated mobile app known; website is mobile-responsive with chat support.
Are push notifications supported?
Not mentioned publicly.
Is SMS support available?
Not publicly available.
Can I request a callback?
No public information on callback requests.
Are there forums or communities related to this casino?
No official forums found; players often use third-party forums.
Is there a mobile app for contacting support?
No dedicated app; support via website.
Are Zoom/Teams consultations possible?
No information on video consultations via Zoom or Teams.
Is support available on weekends and holidays?
Support is available 24/7 including weekends and holidays.
What are the support service operating hours?
Support operates 24 hours daily, 7 days a week.
Supported languages
Support is multilingual including English, Spanish, Portuguese, German, Finnish, Italian, Czech, Greek, French, Hungarian, Norwegian, Polish, Arabic, Slovenian, Dutch.
Service regions
Primarily serves players in the UK, Malta, and European regions.
Can I contact support without registration?
Usually, live chat and email support require at least some account information; general inquiries might be possible.
Can I send documents through chat?
Commonly accepted for verification and support via chat or email.
Privacy policy link
https://www.casinolabonline.com/privacy-policy
Terms of service link
https://www.casinolabonline.com/terms-and-conditions
What to do if I forgot my account password?
Use the "Forgot Password" link on the login page to reset via registered email.
How to restore access to a blocked account?
Contact support via live chat or email to resolve the issue with required verification.
Why is my account blocked?
Common reasons are security concerns, verification failures, suspicious activity, or violation of terms.
How to change profile information?
Profile information can be updated via the account dashboard or by contacting support.
What to do if I suspect my account has been hacked?
Immediately contact support to secure account and change passwords.
How to set up two-factor authentication?
Generally available via account security settings but specific instructions should be checked with support.
Why am I not receiving SMS confirmation codes?
Possible reasons include incorrect phone number, network issues, or provider delays; contact support if issue persists.
How to delete my casino account?
Request account deletion via support; the process is subject to verification and terms.
What to do if I can't log into my account?
Verify credentials, reset password if needed, or contact support for help.
How to check account login history?
Usually accessible in account security or privacy settings on the platform.
Why is document verification required?
To comply with KYC and anti-money laundering regulations.
What documents are needed for verification?
Passport or national ID, proof of address, and sometimes proof of payment method.
How long does document verification take?
Typically 24-72 hours depending on volume and document clarity.
What to do if documents are rejected?
Resubmit clear and valid documents; contact support for guidance.
How to upload documents for verification?
Upload via account dashboard or as instructed by support.
Why does my account require additional verification?
Triggered by large transactions, suspicious activity, or regulatory requirements.
Can I have multiple accounts?
Multiple accounts are generally prohibited under casino terms.
How to report suspicious activity?
Report immediately to support via chat or email.
What to do if I lose access to my email?
Contact support with alternative verification to update email.
How to change phone number in my account?
Through account settings or with help from support.
Why are my account functions limited?
Usually due to incomplete verification or security flags.
How to set deposit limits?
Via account responsible gaming settings or on request to support.
What is self-exclusion and how to activate it?
Self-exclusion is a responsible gaming tool to restrict access; activated via account settings or support.
How to temporarily freeze my account?
Contact support to request temporary account suspension.
What to do if I suspect fraud?
Immediately notify support and review recent activity.
Why is my deposit not going through?
Possible issues include payment method errors, insufficient funds, or processing delays.
How long does withdrawal processing take?
Withdrawal times vary from a few hours to several days depending on method.
What fees are charged for transactions?
Generally, no fees charged by the casino; payment provider fees may apply.
Why was my withdrawal request declined?
Possible reasons include pending verification, suspicious activity, or exceeding limits.
What deposit methods are available?
Common methods include credit/debit cards, e-wallets, bank transfers, and possibly cryptocurrencies.
What are the minimum and maximum deposit amounts?
Minimum deposits often start at 10 currency units; maximums vary by method and account status.
Minimum deposit amount
Generally around 10 units of accepted currency.
Maximum deposit amount
Variable—often capped at several thousand units per transaction/day.
How to cancel a withdrawal request?
Contact support immediately; cancellations depend on processing stage.
Why is my withdrawal taking so long to process?
Due to verification checks, payment provider delays, or security reviews.
Can I withdraw to a different card?
Withdrawals must generally be made to the original deposit method for security.
What to do if money was debited but not credited?
Contact support with transaction details for investigation.
How to check the status of a financial transaction?
Use account transaction history or contact support.
Why are financial operations blocked?
Typically from account verification issues or suspected fraud.
What documents are needed for large withdrawals?
Proof of identity, address, source of funds documentation.
Are there withdrawal limits?
Yes, withdrawal limits apply per transaction, daily or monthly.
How do refunds work?
Refunds are processed back to the original payment method per casino policy.
What to do with failed payments?
Retry payment or contact support for assistance.
Can I change the withdrawal method?
Usually not; withdrawals follow the deposit method for compliance reasons.
Why is proof of funds source required?
To comply with anti-money laundering regulations.
How to get a financial transaction statement?
Request via support or through account history.
What to do if a payment is stuck?
Contact support with payment details for resolution.
What currencies does the casino accept?
Supports multiple currencies including GBP, EUR, USD, and others.
Is there currency conversion?
Yes, with applicable exchange rates applied.
How do cryptocurrency payments work?
Accepted via integrated wallets with processing through secure gateways.
What to do with payment system errors?
Contact support for troubleshooting and alternative options.
Can I return an erroneous deposit?
Contact support immediately to arrange reversal.
Why won't the game load?
Could be due to browser issues, internet connection, or server problems; try refreshing or switching devices.
What to do when there's a game crash?
Restart the game or contact support if issue persists.
How to report a game error?
Use support chat or email to report with game and error details.
Why did my winnings disappear after a crash?
Contact support; winnings are usually restored after review.
Game sound not working - what to do?
Check device volume and browser settings; reload game or clear cache.
Game lagging or freezing - how to fix?
Close other apps, check internet, clear cache, or switch browser/device.
Why isn't my bet being counted?
Could be connection lag or server error; contact support if repeatedly occurring.
How to check game round results?
Typically shown in game history or round summary.
What to do if the game is not responding?
Refresh browser, clear cache, or contact support.
Why are some games unavailable?
Regional restrictions or game provider limitations.
How to clear cache for better game performance?
Clear browser cache and cookies via browser settings.
Problems with game display on mobile device?
Ensure updated browser, clear cache, or try another device.
What to do if bonus didn't activate?
Contact support with bonus code and account details.
How to check bonus wagering requirements?
Wagering requirements are detailed in the bonus terms on the website.
Why aren't bonus points being credited?
Could be due to eligibility or technical issues; consult support.
How to participate in tournaments and promotions?
Register and follow specific promotion terms.
What to do if promo code doesn't work?
Check expiry, eligibility, and correct code; contact support if issues persist.
Why is Live Casino unavailable?
Could be maintenance or regional restrictions; check notices or support.
Problems with video streaming in live games?
Check internet connection and browser compatibility.
How to report a technical glitch?
Contact support with detailed description.
What to do if the website won't load?
Check internet, try different browser/device, clear cache.
Browser compatibility issues?
Use recommended browsers and keep them updated.
How to update Flash Player or other plugins?
Most games use HTML5; update browser instead.
What to do with slow website loading?
Clear cache, check internet speed, or try another device.
How to get technical support for games?
Contact support via live chat or email.