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.

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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.

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.