Librabet Casino - El jugador no puede cerrar su cuenta.

I haven't been able to contact customer support for over two weeks. I'm trying to close my account but my chat has been disabled for some reason and emails are ignored. I was on level 4 vip and would have been entitled to an account manager who contacted me by phone before all this, but he ignores my emails too.

I'm desperate because I really want to close this account, this casino has taken over 2000 euros from me without me having paid anything.

Estou há mais de duas semanas sem conseguir contacto com o apoio ao cliente. Estou a tentar encerrar a minha conta mas o meu chat foi desativado por algum motivo e os emails são ignorados. Estava no nivel 4 vip e teria direito a um gestor de conta que me ontaftou telefonicamente antes de tudo isto, mas também ele ignora os meus emails.

Estou desesperada porque quero mesmo encerrar esta conta, este casino levou-me mais de 2000 euros sem ter pago nada.

Dear Ccfhe,

Thank you very much for submitting your complaint.

I’m sorry to hear about your situation. When requesting self-exclusion, it’s important to clearly state the reason for your request and specify the duration of the exclusion. Additionally, to ensure your request is processed as quickly as possible, the email subject line should be clear and easily recognizable, as casino support receives a high volume of requests daily.

Here’s an example of how your email should be structured:

Email subject: Self-Exclusion Request

Player Information:

First name:

Last name:

Date of birth:

Casino login:

Email address:

Message:

"Greetings Librabet Casino,

I am writing to inform you that I wish to immediately exclude myself from this casino and from receiving any gambling-related marketing materials for a minimum period of [xxx months/years/lifetime]. The reason for my decision is [xxx].

I acknowledge that I will not be allowed to rescind my self-exclusion during this period, and the exclusion cannot be lifted before the agreed timeframe expires."

Please send your request to support@librabet.com, and feel free to CC me at petronela.k@casino.guru so I can monitor the progress. If the casino offers alternative contact options, such as live chat or WhatsApp, I recommend trying those as well and saving screenshots of any relevant communication.

Let me know once you’ve sent the email or if you receive any response from the casino.

Best regards,

Petronela

Dear Ccfhe,

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 regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.