Librabet Casino - A verificação do jogador está atrasada.

This casino is terrible because they gave me three days to enter my withdrawal, and on the third day they asked me to validate my account, so I already sent them the documents and now there are three more days to verify the documents. bureaucratic as this bad run away from it

Esse cassino e péssimo pois me deram três úteis pra entrar meu saque ,e no terceiro dia pediu pra validar minha conta, então já mandei os documentos para eles e daí agora mais três dias pra verificar os documentos.jogo em vários Cassino nunca vi um tão burocrático quanto esse péssimo fujam disso

Hello Alejogandojogo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Librabet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

So I made my withdrawal request on the 18th, Sunday and they told me that it would take three business days for my withdrawal to be processed, so far so good, on the third day it asked to validate my account, then they asked for a bank statement for the last three months of the account that I made the payment for them (digital bank paid market) photos of me with the account logged in appearing on the screen and my document issued by the government RG) and proof of residence I sent them and so far not a single response from them in the chat they just say it takes time and that as soon as you have everything ready send me a message via email but so far I have not received anything from their email their chat you ask them something like they say and with the department I play at other bookmakers and none of them gave me so much pain like Librabet I would play in other casinos of the same management but I don't even want to know more just to receive my funds.

Então fiz minha solicitação de saque no dia 18 no domingo e eles me falaram que seria três dias úteis pra meu saque ser processado tá até aí tudo bem ,no terceiro dia pediu pra validar minha conta tá daí pediram extrato bancário dos últimos três meses da conta que fiz o pagamento pra eles (mercado pago banco digital) fotos minha com a conta logada aparecendo na tela e meu documento emitido pelo governo RG)e comprovante de residência mandei pra eles e até agora nem uma resposta deles no chat só falam que demora e que assim que tiver tudo pronto me manda mensagem via email só que até agora não recebi nada de email deles o chat deles tu pergunta pra eles algo do tipo dizem que e com o departamento eu jogo em outras casas de apostas e nenhuma me deu tanta dor de cabeça como o Librabet eu iria joga em outros cassinos da mesma gestão mas não quero nem saber mais só por receber meus fundos.

Thank you Alejogandojogo for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on,

Wish you best luck resolving it.

Regards,

Nick

Hello Alejogandojogo,

I'm Michal and I have taken over your complaint. I have reviewed your case and I fully understand your frustration, but I would kindly ask you to understand, that before every withdrawal the casinos undertake a gameplay check as well as KYC and AML check that in some cases can take even weeks, another thing is the variety, and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence, so although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed and this is not always in the "casino's hands."

I can agree with you that the whole process can be done more quickly or more user-friendly, but casinos need to follow certain regulations and processes.

With this being said, I will contact the casino to shed more light on this.

We would like to invite Librabet Casino to join the conversation.

Dear Librabet Casino,

Can you please provide some information regarding the player's withdrawal delay?

Dear all,

Thank you for reaching out.

We would like to inform you that the delay was caused due to the customer submitting documents in formats that were not acceptable for verification. However, after she was explained how to do it properly, she ordered us to close the account, to which we obliged.

Best regards,

LibraBet.com

Dear Alejogandojogo,

Do I understand correctly that you have closed your casino account and this complaint is not relevant anymore?

Dear Alejogandojogo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.