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You are about to click the login button at the casino lab website, but if your account details are incorrect or your session has timed out, you will see a red error message: “Invalid username or password.” The most common cause for this screen is a forgotten password or a locked account after multiple failed attempts.

Account Cannot Be Accessed After Several Failed Login Attempts

After entering the wrong password several times, the system locks your account temporarily and shows “Account is locked. Please try again later.”

• You typed the wrong password repeatedly.
• Caps Lock or Num Lock is on.
• Your email address is misspelled.
• The account was deactivated due to inactivity.
• A third party tried to log into your account.

1. Click the “Forgot Password” link on the casino lab login page. Enter the email address you registered with. Check your inbox for a password reset email. If it does not appear within a few minutes, look in your spam folder.
2. Reset your password. Use a combination of uppercase letters, lowercase letters, numbers, and symbols. Make it at least ten characters long.
3. Wait for the lock timer to expire before trying again. The lock lasts for a short period, usually an hour.
4. Check that Caps Lock and Num Lock are off before typing your credentials.
5. Clear your browser cache and cookies. This removes old session data that may cause errors.
6. Use a private or incognito window to log in. This bypasses any corrupted browser data.
7. If the account remains locked after the time has passed, contact support and provide your registered email address. They will manually unlock it for you.

Welcome Bonus or Free Spins Not Credited After First Deposit

You made your first deposit, but the bonus balance shows zero and no free spins appeared in your account.

• You did not select the casino lab bonus during the deposit process.
• You used a payment method that is excluded from the promotion.
• The bonus code, if required, was not entered.
• You made the deposit with a second account, which disqualifies you.
• The minimum deposit amount was not met.

1. Log into your account and go to the promotions page. Find the welcome offer and read its terms carefully.
2. Check if the offer requires a bonus code. If yes, write it down exactly as shown — it is case-sensitive.
3. Review the list of eligible payment methods. Common excluded methods include certain e-wallets or prepaid cards.
4. Confirm that your deposit amount meets the minimum requirement stated in the offer.
5. If you believe you did everything correctly, wait up to a few hours. Some bonuses are credited after the deposit is fully cleared.
6. Clear your browser cache and refresh the cashier page. Sometimes the bonus appears after a page reload.
7. If the bonus still does not show, contact support and include your deposit transaction ID. They can manually apply the offer.

Deposit or Withdrawal Declined Due to Limits

You see a message stating “Transaction declined — amount exceeds daily limit” when trying to deposit or withdraw.

• You hit the daily, weekly, or monthly limit for deposits or withdrawals.
• Your account has a low wagering threshold before withdrawals are allowed.
• The payment method has its own internal limits set by the provider.
• Your identity verification is incomplete, which restricts withdrawals.
• The casino lab account is set to a lower limit by default.

1. Log into your account and navigate to the cashier or banking section. Look for “Limits” or “Transaction History.”
2. Check your current deposit and withdrawal limits. Note the remaining amount for today.
3. If you need a higher limit, some limits can be increased manually in the settings. Look for an option to request a limit increase.
4. Split your deposit or withdrawal into smaller amounts that fit within the daily limit.
5. For withdrawals, ensure you have met any playthrough requirements. The cashier usually shows your wagering progress.
6. Verify that your payment method is not blocked or restricted. Try a different method if possible.
7. If the decline continues, contact support and ask them to review your account limits and transaction history.

Identity Verification (KYC) Stuck or Documents Rejected

You uploaded your ID and proof of address, but the status remains “Pending” or shows “Documents Rejected — Please resubmit.”

• The document photo is blurry, cropped, or has glare.
• The document has expired.
Broken link or expired session on the upload page. Use a working link from https://www.casinolab-uk.eu.com/ support page. Refresh the upload page.
• The name on the document does not match your account registration exactly.
• You uploaded a screenshot instead of a direct photo or scan.

1. Log into your account and go to the verification or KYC section. Review the rejection reason if provided.
2. Take new photos of your documents in natural light. Place them on a flat, dark surface. Do not use flash or digital zoom.
3. Ensure all four corners of the document are visible. The text must be legible without reflection.
4. Confirm that the document is current — not expired. Check the expiration date on your passport, driver’s license, or ID card.
5. Make sure your full name and address exactly match what you entered during registration. Even a missing middle initial can cause rejection.
6. Use a direct camera photo, not a screenshot or scanned PDF. The file size should be under the limit shown on the upload page.
7. If documents are still rejected after a second attempt, contact support and ask for the exact reason. They can also reset the document upload link if needed.

Quick Reference

The table below summarises each problem, its typical cause, and the first action to take.

These four issues cover the vast majority of support tickets at the casino lab. For login problems, always reset your password before trying again. For missing bonuses, confirm that you selected the offer and used an eligible method. For payment declines, check your daily limits first. For KYC rejections, submit a clear, current photo of your document. If none of these steps resolve your issue, contacting support with the details of your attempt speeds up the fix.

To prevent most problems, always log into the casino lab from a private browser window and take a screenshot of each deposit confirmation. This gives you a record of the transaction ID and the promotion you selected, making any follow-up with support fast and accurate.