Librabet Casino - A retirada do jogador está atrasada.

I am desperate and worried.

They don't offer me any solutions from the chat.

Estoy desesperado y preocupado.

Desde el chat no me ofrecen soluciones

Dear beruco-26,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I have previously made other withdrawals, they took 15 days.

But this has been going on for a month and they don't tell me the reasons.

I have never used any bonus and have barely had any benefits.

Anteriormente ya hice otros retiros, tardaron 15 días .

Pero este va camino de un mes y no me dicen los motivos.

Nunca he usado ningún bono y apenas he tenido beneficios

Thank you for your reply, beruco-26. Could you please clarify when exactly you made the last successful withdrawal? Do I understand correctly that you requested the withdrawal via bank transfer? Did you use the same withdrawal method in the past?

In February I requested a withdrawal and it took 22 days for them to pay me, after filing a complaint and chatting every day complaining.

This time they don't even pay attention to me. I have always used the same withdrawal method, bank transfer.

En febrero solicité un retiro y tardaron 22 días en pagarme , tras poner una queja y hablar todos los días por el chat quejándome.

Está vez no me hacen ni casosiempre.he usado el mismo método de retiro, trasferencia bancaria.

Could you please advise us on the current status of your withdrawal request? Is still being reviewed?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

After waiting a month for the withdrawal, they tell me I have to go through verification. No problem for me.

I have sent you everything you have asked for, even more, because I have everything legal.

I'm still waiting for my verification to be validated.

Everything is trouble here, and I think they're going to steal my money.

Después de esperar 1 mes el retiro, me dicen que tengo que pasar una verificación. Por mi sin problema.

Le he mandado todo lo que me han pedido incluso más cosas, porque lo tengo todo legal.

Todavía estoy esperando que me validen la verificación.

Todo son problemas aquí, y creo que me van a robar mi dinero

They don't want to validate my card documents.

Everything is sent correctly, I can prove it to you.

They don't give me explanations, they just deny it.

I WAS ROBBED!

No me quieren validar lo documentos de mi tarjeta.

Está todo correctamente enviado, os lo puedo demostrar.

No me dan explicaciones solo lo deniegan.

ME HAN ROBADO!

Thank you very much, beruco-26, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello beruco-26,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Librabet Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

I have a withdrawal pending since March 15th.

After a month of waiting, they tell me I have to pass a KYC, which is fine by me because everything is legal.

Suddenly, they're denying the documents I provided regarding my bank card. I don't understand why, because they're authentic and in PDF format.

I can send them to you so you can see that I'm right.

My bank issues card statements from the 22nd to the 22nd of the following month.

Librabet only asked me for the month of February and I sent them 2 bank statements:

From January 22 to February 22

And from February 22 to March 22.

So there you have the whole month of February.

I have also sent you a PDF statement of my bank account for the month of February where the previous withdrawal was made and paid to me.

I don't know what else they want, everything else is approved.

CLEARLY THEY WANT TO KEEP MY MONEY.

I NEED HELP

Tengo una retirada pendiente desde el 15 de marzo.

Después de un mes esperando me dicen que tengo que pasar un KYc, por mi perfecto porque lo tengo todo legal.

De repente me deniegan los documentos que aporto sobre mi tarjeta bancaria, no entiendo porque porque son los autenticos y en PDF.

Se los puedo enviar para que vea que tengo razón.

Mi banco expide los extractos de la tarjeta desde el 22 hasta el 22 del siguiente mes.

Librabet me ha pedido solo el mes de febrero y yo le he enviado 2 extractos bancarios:

Del 22 enero hasta 22 febrero

Y del 22 febrero hasta 22 Marzo.

Por lo que ahí tiene el mes de febrero completo.

Además le he enviado extracto PDF de mi cuenta bancaria del mes de febrero donde me hicieron el anterior retiro que me pagaron.

No se qué más quieren, todo lo demás está aprobado.

CLARAMENTE SE QUIEREN QUEDAR MI DINERO.

NECESITO AYUDA

They don't want to accept them and I've been like this for two months.

They have stolen €300 from me that is left in my account.

I have sent you two extracts.

The first one runs from January 22nd to February 21st.

The second from February 22 to March 21.

In both you can see the entire month of February...

No los quieren aceptar y así llevo dos meses.

Me han robado 300€ que queda en mi cuenta.

Les he enviado dos extractos.

El primero va desde 22 enero hasta 21 de febrero.

El segundo desde 22 febrero hasta 21 marzo.

En ambos pueden ver el mes de febrero completo...

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear beruco-26,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi

Hello, all.

We have reopened this complaint as per the casino's request.

Dear Librabet Casino,

Could you provide an update regarding this case, please?

Thank you in advance.

Regards,

Romi

Dear beruco-26,

We truly apologize for the delay in handling your case. Thank you for your patience. 

We can gladly confirm that your account has successfully been verified.

Currently, there is no pending withdrawal on your account. You are welcome to issue a withdrawal now, if you wish to do so.

Best regards,

Librabet team

Hello, all.

Thank you for your cooperation.

Dear beruco-26,

Could you advise us if there has been any withdrawal made from your site, or if we should close this case now as resolved?

Thank you in advance.

Best regards,

Romi

The problem with Librabet is that they don't want to accept the bank documents I send them.

The deposit I made is clearly visible, and they're denying the PDF documents of my card that I sent them without any reason or explanation...

All I have left to do is go and report them.

I have €300 in my account and have been in the verification process for 5 months.

El problema con Librabet es que no quieren aceptar los documentos bancarios que les envío.

Sale claramente el depósito que les hice y me deniegan sin motivo y sin darme explicaciones los documentos PDF de mi tarjeta que les envío...

Solo.me queda ir a denunciarles.

Tengo 300€ en mi cuenta y llevo 5 meses en proceso de verificación

Dear beruco-26,

Are you referring to a current situation? Because your account has been verified, and we see that you managed to make a 300 EUR withdrawal yesterday that has been sent from our side.

Please, we kindly ask you to elaborate on the situation.

Best regards,

Librabet team

Indeed, yesterday I verified that after 4 months, I have finally been verified.

I had already given up on my money.

I still don't know why my bank documents weren't approved...

??????

I have everything legal

Efectivamente, ayer comprobe que después de 4 meses, por fin, he podido ser verificado.

Ya lo había dado por perdido mi dinero.

Todavía no se porque no me habían aprobado mis documentos bancarios...

??????

Lo tengo todo legal

Dear beruco-26,

Does it mean that the issue has been resolved, please?

Respectfully,

Romi

Dear beruco-26,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear beruco-26,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi