Librabet Casino - El jugador no puede acceder a su cuenta.

I can't access my account, and the casino isn't helping. I've contacted support and followed their advice, I've emailed them, and I've filed complaints, but they haven't helped. When I log in to my account, I can't access my wallet, my dashboard, or my personal information.

No puedo entrar en mi cuenta y el casino no me ayuda, he contactado a soporte y seguido sus consejos, he escrito a su email y presentado quejas pero no me ayudan. Cuando hago login en mi cuenta no puedo acceder a mi wallet, mi dashboard o datos personales.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Josev,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

• Are you still able to log into your casino account, but unable to access certain sections such as your wallet or dashboard?
• Could you please provide a screenshot showing what you see when you try to access your wallet, dashboard, or other restricted sections of your account?
• Had you completed KYC verification before these restrictions occurred?
• Thank you very much in advance for your cooperation. I look forward to your reply.
• Karla M.

Thanks for the reply, I'll try to answer all your questions.

I can log in, but I can't access my wallet or dashboard. In the screenshot I'm sending you, you can see that as soon as I log in, a screen appears with two buttons: "confirm" and "cancel." If I click the "confirm" button, the white screen disappears, but if I click on my wallet or dashboard, the white screen reappears, and there's no way out. If I click the "cancel" button, the page kicks me out, and I have to log in again.

I opened the account several years ago, completed the KYC process, and submitted all the required documentation.

Thank you, I look forward to your reply.

Gracias por la respuesta, intentare responder a todas tus preguntas :

Puedo iniciar sesion, pero no puedo acceder a mi wallet o dashboard. En la captura de pantalla que os envio os muestro se puede ver que en cuanto hago login, aparece una pantalla con dos botones "confirmar" y "cancelar". Si pulso el boton confirmar, la pantalla blanca desaparece, pero si pulso sobre mi wallet o dashboard, la pantalla blanca vuelve a aparecer, y no hay salida. Si pulso el otro boton, "cancelar", la pagina me expulsa y tengo que volver a hacer login.

La cuenta la abri hace varios años e hice el KYC y envie toda la documentacion que me pidieron.

Gracias, espero su respuesta.

Dear Josev,

Thank you very much for your reply and for clarifying the situation.

I would like to clarify two additional points:

• Did the casino provide you with any explanation as to why you are unable to access your wallet and dashboard, or what the "confirm" message in your account relates to?
• Could you please confirm whether you currently have any real-money balance or pending withdrawal in your casino account that you are unable to access due to this issue?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Thanks for the reply.

Librabet gave me instructions on how to access my account, but they didn't work.

They also haven't explained what the "confirm" message means or why I can't access my wallet or personal details.

I can confirm that there is real money in my account—though what I really want is access to view my deposits and withdrawals; that is more important to me than the money itself, as I need the information for tax purposes—but yes, there is money in the account.

Thanks.

Dear Josev,

Thank you for your clarification.

Please note that, unfortunately, we cannot assist with obtaining a full report of your casino deposits and withdrawals. Casinos are generally not required to store or provide this information, and we do not have the legal authority to compel them to provide such records.

However, if your account is currently blocked or restricted and you are unable to access or use your casino account, including your real-money balance, we can proceed with the complaint regarding the account access issue and ask the casino to clarify and resolve the restriction.

Thank you for your understanding.

Karla M.

Thank you, Karla.

I am not an expert on this subject, but I have been looking for information for weeks, and I believe that, according to the "General Data Protection Regulation" (GDPR) of the European Union, as a resident of the European Union (I am Spanish) I have the right to access my personal data or a copy of it, and that includes all information relating to my transactions, deposits and withdrawals that I have made in my Librabet account.

This obligation falls directly on the Librabet casino, since regardless of where the casino was created or where they pay taxes, they offer their website in Spanish and accept customers from the European Union... I want to remind you here that I passed the KYC on Librabet as a Spanish citizen and resident of the European Union, so the GDPR may apply here.

Having said that, you mentioned that they can ask the casino to fix the problem of accessing my account and wallet, and that's exactly what I need, so I'm putting myself in your hands and trusting that you can help me solve this problem.

Thank you so much.

Gracias Karla.

No soy experto en esta materia, pero llevo semanas buscando informacion, y creo, que segun el "Reglamento General de Proteccion de Datos" (RGDP) de la Union Europea, como residente de la union europea que soy (soy español) tengo derecho a acceder a mis datos personales o una copia de ellos, y eso incluye toda la informacion relativa a mis transacciones, depositos y retiros que haya ejecutado en mi cuenta de Librabet.

Esta obligacion recae directamente sobre el casino Librabet, ya que independientemente del lugar donde haya sido creado el casino o el lugar donde paguen impuestos, ofrecen su web en español y aceptan clientes de la Union Europea... Quiero recordar aqui que yo pase el KYC de Librabet siendo español y residente en la Union Europea, por lo que el RGDP se puede aplicar aqui.

Una vez dicho esto, usted ha comentado que pueden reclamar al casino que solucionen el problema de acceso a mi cuenta y mi wallet, y es justo lo que yo necesito, asi que, me pongo en sus manos y confio en que puedan ayudarme a solucionar este problema.

Muchas gracias.

Dear Josev,

Thank you very much for your clarification.

You are correct that you may have certain rights to access your personal data under the GDPR. However, unfortunately, assisting with GDPR requests or obtaining transaction records from the casino falls outside the scope of Casino Guru's complaint resolution process, and we are therefore unable to pursue this part of your request on your behalf.

What we can assist you with is the real-money balance that remains in your casino account and that you are currently unable to access due to the account restriction.

• Could you please confirm the exact amount of real money currently remaining in your casino account?

Once we have this information, we can proceed with the complaint regarding your inability to access and withdraw these funds.

Thank you very much for your understanding and cooperation. I look forward to your reply.

Karla M.

Thank you for your response.

I can't see my wallet and the amount of money I have on this website, and I'm having trouble remembering, but I think it was around $10... But I have my doubts, and it could be hundreds, maybe... I created the account years ago, and I also created many other accounts on other websites; it's hard to remember.

Gracias por tu respuesta.

No puedo ver mi monedero y la cantidad de dinero que tengo en esta web, y me cuesta recordarlo, pero creo que eran en torno a 10 dolares... Pero tengo mis dudas y podrian ser cientos quizas... Hice la cuenta hace años y ademas hice muchas otras cuentas en otras webs, es dificil recordarlo.

Dear Josev,

Thank you very much for your reply.

As previously mentioned, unfortunately, we are unable to assist with the GDPR-related part of your request, including obtaining your transaction history or other personal data from the casino, as this falls outside the scope of Casino Guru's complaint resolution process.

However, we can assist you with recovering any real-money balance that remains in your casino account and that you are currently unable to access or withdraw due to the account restriction.

Please let me know if you would like to proceed with the complaint regarding the recovery of the funds remaining in your casino account.

Thank you very much for your understanding. I look forward to your reply.

Karla M.

Yes please, proceed with the complaint. Thanks

Dear Josev,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal V, (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Thank you very much for your work. I will wait for news from Michal.V.

Hello Josev,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

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 issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Josev,

We would like to confirm that your account is open and successfully verified.

Kindly note that the referred amount is not active in your account, you have not an active balance in your account with us.

Dear Michal,

We kindly request to check the player's account status provided via email.

Thank you all for your cooperation.

Kind Regards,

Librabet Casino Team

The problem remains exactly the same; I can't access my account. I can log in, but I can't get into my wallet—I can't do anything.

Please check the previous messages to see the issue: a blank screen appears with a "Confirm" button. Even after pressing the "Confirm" button, the screen reappears if I try to access my Wallet.

That blank screen with the confirm button has to do with accepting the site's policies or something similar.

But even if I accept the policies and press the confirm button again and again... the black screens just reappear when i want to access my wallet, so, I am blocked.

Like I said before, I tried everything support told me, I tried 2 phones, my notebook, chrome, firefox, brave, I removed captchas, and I tried private tabs AND NOTHING WORKS.

The problem is not mine I tried everything. I am blocked and I cant access my account.

When I said black screen I mean BLANK screen.

I'm sorry, but I hadn't seen this phrase from Librabet casino :"you have not an active balance in your account with us."

1.

I have money in my account and might want to withdraw it; if the balance is very low to withdraw, I could send more in order to withdraw that small amount.

2.

Aside from what was stated in point one, I believe I also have the right to access my account and deposit more money if I feel like continuing to play.

I currently do not have access to my account, so I cannot make deposits.

Dear Librabet Casino,

Could you help us identify the issue that prevents the player from using your website fully?

Dear Josev,

We are truly sorry to hear about the inconvenience you've encountered.

In order to troubleshoot this, we would advise you to try the following steps:

- Use Google Chrome's latest version

- Clear the browser's cache and cookies

For PC:

1)On your computer, open "Chrome".

2) At the top right, click "More" .

3) Click "More tools". "Clear browsing data."

4)At the top, choose a time range. To delete everything, select "All time".

5)Next to "Cookies and other site data" and "Cached images and files," check the boxes.

6)Click "Clear data."

For Mobile:

1) Open Chrome on your phone.

2) Tap the menu.

3) Tap "History" on the dropdown menu.

4) Check "Cached images and files" and then tap "Clear data."

5) Tap "Storage" in your Android's settings.

6) Tap "Internal storage."

7) Tap "Cached data."

8) Tap "OK" to clear app cache.

- Ensure pop-ups are enabled

For PC:

1)On your computer, open Chrome.

2)At the top right, click "More Settings" and then Settings.

3)Click Privacy and security and then Site Settings.

4)Click Pop-ups and redirects.

5)Choose the option you want as your default setting.

For Mobile:

1)On your Android phone or tablet, open the Chrome app.

2)To the right of the address bar, tap "More Settings".

3)Tap Permissions and then Pop-ups and redirects.

4)Turn ON Pop-ups and redirects.

- Try opening the site in incognito mode

- Try using a different device and or browser

If the situation is still not resolved after all the above steps, then please contact us again with a video of what is happening, and we will look into this further.

We truly appreciate your cooperation and patience.

Kind Regards,

Librabet Casino Team

I tried all the instructions; they're the same instructions you sent me weeks ago when I contacted support, and as I said in this thread, they didn't work. However, I tried everything again, with a laptop and two mobile phones. Nothing worked.

You're asking me for images and videos of the problem. I've already uploaded images to this thread, and I sent you images and videos when I was talking to support... Nothing has changed, and there's nothing different to show; the white screen simply appears, and if I press the confirm button, it disappears. When I try to access my wallet, the white screen reappears.

It seems that you have a text that you copy and paste for people who have problems and that you should update, and you yourselves don't know how to solve the problem.

Can you please solve my problem? Thank you.

He intentado todas las instrucciones, son las mismas instrucciones que ustedes me enviaron hace semanas cuando contacte con soporte, y como dije en este hilo, no funcionaron, sin embargo, volvi a probarlo todo, con un ordenador portatil y dos telefonos moviles. Nada funciono.

ME pide usted imagenes y videos del problema. En este hilo ya he subido imagenes y a ustedes les envie imagenes y videos cuando estuve hablando con el soporte... Nada ha cambiado y no hay nada diferente que mostrar, simplemente la pantalla blanca aparece, y si pulso el boton de confirmar desaparece, cuando intento entrar en mi wallet la pantalla en blanco vuelve a aparecer.

Parece que ustedes tienen un texto que copian y pegan a la gente que tiene problemas y que deberian actualizar, y ustedes mismos no saben como solucionar el problema.

Pueden por favor, solucionar mi problema? Gracias.

Dear Josev,

Have you tried to open the website without enabling the VPN?