Librabet Casino - El retiro del jugador se ha retrasado.

The casino has been claiming for a long time that it was booked on the credit card and sends me an RRN number with which my bank cannot find a transaction on the credit card. I chat I am constantly put off.

Das Casino behauptet schon länger das es auf die Kreditkarte gebucht wurde und sendet mir eine RRN Nummer, mit der meine Bank keine Transaktion bei der Kreditkarte finden kann. Ich Chat werde ich ständig vertröstet.

Dear Markus,

Thank you very much for submitting your complaint. I’m sorry to hear about your misplaced withdrawal. Do I understand correctly that your payment has been processed but never reached you? Could you please specify how many days ago was your withdrawal requested? Have you received any successful withdrawals in the past from this casino?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

The payments were made on January 27th. / 28.01 and 01.02. Confirmed by Librabet as paid by email. It should take 3-5 days and nothing has arrived yet. I haven't received a withdrawal yet.

Die Auszahlungen wurden am 27.01. / 28.01 und 01.02. von Librabet als ausbezahlt per Email bestätigt. Es sollte 3-5 Tage dauern und es ist bis jetzt nichts angekommen. Ich habe bisher keine Abhebung bekommen.

Thank you very much, Markus, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you Petronela.

Vielen Dank Petronela.

Hello Markus,

I looked at your complaint and will do my best to help you. I would like to invite Librabet Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hello Viliam, Librabet has just written to me that she wants to see the history of my credit card statement. Should I send this to them?

Hallo Viliam, Librabet hat mich eben angeschrieben das sie den Verlauf meiner Kreditkartenabrechnung sehen will. Soll ich das denen schicken?

Hello Markus,

sure, send it to them.

Hello Viliam, I sent the statement directly to Librabet on Monday, but I don't get any more feedback. The money has not yet been transferred either.

Hallo Viliam, ich habe die Abrechnung am Montag direkt an Librabet geschickt aber ich bekomme keine Rückmeldung mehr. Das Geld wurde auch noch nicht überwiesen.

Markus, give them more time to review your documents. We are still waiting for their reply.

Dear all,

First of all, we would like to thank Markus for providing all the requested documents.

Also, we want to kindly inform you, that the issue with the missing withdrawals is being checked with the provider. As soon as we have an answer, we will contact the client immediately. Please, receive our apology for waiting. We do our best to solve this case in the nearest time.

Should you have any other questions, do not hesitate to contact our Support team via Live Chat, please.

Kind regards,

Librabet.com team

I wanted to ask if something has happened next?

Ich wollte mal nachfragen ob sich weiter etwas getan hat?

Hello Viliam,

the casino has not contacted us yet!

Hallo Viliam,

das Casino hat sich bis jetzt nicht mehr gemeldet!

We would like to ask the Librabet 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’.

Hello Viliam,

now the casino demands that I bring a confirmation from my bank that I have not received the money. I have had it checked before and provided the casino with a statement and now the casino comes back with a confirmation. I think they just want to hold off!

Hallo Viliam,

jetzt verlangt das Casino das ich eine Bestätigung von meiner Bank bringe, das ich das Geld nicht erhalten habe. Ich habe es schon einmal prüfen lassen und dem Casino eine Abrechnung zur Verfügung gestellt und jetzt kommt das Casino wieder mit einer Bestätigung. Ich glaube die wollen nur hinhalten!

Dear Markus,

if they are asking for a confirmation you should send it to them.

Dear all,

Thank you for your patience.

The case is still being checked with the provider. We will get back to you as soon as we have any updates.

We are pushing the case from our side.

If you have any questions, do not hesitate to contact the support team, please.

Kind regards,

Librabet.com team

Hello Librabet,

do you need anything from me now?

Hallo Librabet,

brauchen Sie jetzt noch etwas von mir?

Confirmation was sent to Librabet today.

Die Bestätigung wurde heute an Librabet geschickt.

We would like to ask the Librabet 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’.

Good day,

We would like to confirm that we received the requested confirmation and we are checking it with the payment provider.

We appreciate your patience and cooperation.

Sincerely,

LibraBet.com Team

Dear Librabet team, I have now sent all the confirmations you have requested and you will check it again with the payment provider! It would be nice now if you pay me my winnings.

Liebes Team von Librabet, ich habe jetzt alles Bestätigungen die Sie gewünscht haben geschickt und Sie prüfen es wieder beim Zahlungsanbieter! Es wäre jetzt einfach mal schön wenn Sie mir meinen Gewinn auszahlen.

Today I got the message again with transaction numbers and I should have my bank check it again! I have already sent you the confirmation from the bank that no payment has been received from you and I have sent you a bank statement! Why should I have my bank check it again now ???

Heute bekam ich wieder die Nachricht mit Transaktionsnummern und ich soll das wieder von meiner Bank prüfen lassen! Ich habe ihnen schon die Bestätigung der Bank geschickt, das keinerlei Zahlung von Ihnen eingegangen ist und ich habe Ihnen einen Kontoauszug geschickt! Warum soll ich es jetzt schon wieder von meiner Bank prüfen lassen???

Dear all,

We have contacted the client and updated him regarding the payments done.

Kindly ask him to check if the withdrawals received using the provided info.

In case any additional help is needed, do not hesitate to contact us, please.

Kind regards,

Librabet.com team

Was the payment made again or do you mean the old payment?

Wurde die Zahlung neu getätigt oder meinen Sie die alte Zahlung?

Still no payment has arrived. I think so slowly that I will only be held out. I've been waiting for my money for almost 2 months now.

Es ist immer noch keine Zahlung angekommen. Ich glaube so langsam das ich nur noch hingehalten werde. Ich warte jetzt schon fast 2 Monate auf mein Geld.

Dear all,

Please, kindly note that:

• all withdrawals have been paid from our side
• the payment provider confirmed all payments were successful
• we provided the player with the relevant information, which can help him get more information about the transactions from his bank
• we have additionally contacted the player with a request for additional information from his side, in order for us to try to help him further, as the matter is outside of our reach or control, as the payments have been successful from our side.

We also would like to have the case closed and the matter amicably resolved for all parties involved.

Kind regards,

Librabet.com team

I have NOT received a payment! I have sent you the confirmation from the bank and a bank statement!

The bank has confirmed that no payment has been received from you and you can also see on my account statement that no payment has been received!

Ich habe KEINE Zahlung erhalten! Ich habe Ihnen die Bestätigung der Bank geschickt und einen Kontoauszug!

Die Bank hat Ihnen bestätigt das keine Zahlung von Ihnen eingegangen ist und Sie sehen auch auf meinem Kontoauszug das keine Zahlung angekommen ist!

Dear Casino,

please, send me evidence that player's winnings were paid. My email: viliam.v@casino.guru.

Hello Viliam, I sent the bank confirmation and account statements to Librabet again today!

Hallo Viliam, ich habe heute nochmals die Bankbestätigung und die Kontoauszüge an Librabet gechickt!

Dear Markus,

I've received a confirmation from Librabet Casino that your winnings were paid. Please, kindly check your bank account (ending by 1324) and confirm.

If you still didn't receive your funds, please send me your bank statement for the last three months to my email mentioned before.

Hello Viliam,

what do you mean by?

(up to 1324)

Hallo Viliam,

was meinst du mit?

(bis 1324)

Markus,

there was probably some misunderstanding in translation. I'm attaching a screenshot of my answer in English.

Ok Viliam, I sent you the extracts.

Ok Viliam, ich habe die die Auszüge geschickt.

Dear Markus,

thank you for the bank statement, I sent you an email, check it, please. I'll set the timer for 7 days, inform me when you'll have something new.

Dear Casino,

I've received confirmation from the player's bank from the 5th of March 2021, that he didn't receive any of the three payments with specific Ids. I would like to ask you to investigate where is the problem. Sure, you have provided info that those payments were paid but also the bank has provided confirmation that it wasn't received by the player.

Please, contact your payment provider to track those payments and let us know about the result.

They won't get in touch. I've sent all the confirmations to the casino and they say you don't want to accept the bank confirmation. They just don't want to pay out the money !!!

Die werden sich nicht melden. Ich habe alle Bestätigungen an das Casino geschickt und die Bestätigung von der Bank wollen Sie angeblich nicht akzeptieren. Die wollen einfach das Geld nicht ausbezahlen!!!

We would like to ask the Librabet 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’.

Dear all,

We have provided Villiam Vice with more information about the case to his personal email.

Best regards,

Librabet.com Team

Dear Casino,

You have asked for the player's permission to share a documents with me which you've already received. I'm waiting for those documents and also for reasons why you think that there is some fraud.

Meanwhile, I've received an email communication between the player and his bank that he didn't get his winnings from your Casino.

Dear Markus,

I would like to ask you to send me screenshots from your bank account. I need to see every of your payment which was done in January and February 2021.

Thank you for understanding.

Hello Viliam,

I just sent them the screenshots in Excel. I hope they arrived.

Hallo Viliam,

ich habe die eben die Screenshots in Excel geschickt. Ich hoffe die sind angekommen.

Dear all,

We would like to inform you that we escalated the case to our processing company once again and today we got a confirmation again that these payments were successfully executed on our end.

We would like to ask the Player, in case he hasn’t received the payments, to contact his bank and ask them to provide him with the codes for the declined transactions.

Once we have them, we will be able to investigate the case further.

We remain open in case there are any questions.

Best regards,

Librabet.com Team

There were no transactions and I provided you with all the copies of the confirmation from the bank that you requested. I didn't even get an answer to my last email to you. Where's your proof that you paid I will now have my lawyer check that I can go to court there.

Dear all,

We would like to inform you that we will once again pay the Customer the amount in question.

We will contact the Player with further instructions.

Best regards,

Librabet.com Team

Dear Casino,

thank you for informing us. Let us know when you'll release the payment that we can check it with the player.

Dear Casino Guru Team,

Kindly inform you that the payment was successfully done.

Best Regards,

Librabet Casino Team

Additional comment from the player:

"Hello Viliam,

both payments arrived yesterday and so my winnings were finally paid out! I want to thank you very much for your help. I think they would never have paid without your help. So thank you again and all the best for you.

greeting

Markus"

Dear Markus,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru