Librabet Casino - La cuenta del jugador está cerrada sin explicación.

Hello,

I had an account at this casino and used it for roulette and sports betting. But surprisingly, they closed my account because they say I violated the Terms and Conditions. They didn't tell me exactly which account. I assure you, this is the first account I've created at this casino; I haven't created any other accounts. I don't know what they're accusing me of, and they can't accuse me of anything. They just want to keep my money. I've been writing to them via support chat for over a month, and they haven't given me any more information.

Hola,

Tenía cuenta en este casino y lo he usado para ruleta y para apuestas deportivas. Pero sorprendentemente, me han cerrado la cuenta porque dicen que he infringido los TyC. Pero no me dicen exactamente que apartado. Ya les aseguro que es la primera cuenta que me hago este casino, no me he hecho ninguna otra cuenta. No se de que me acusan y no me pueden acusar de nada. Solamente se quieren quedar con mi dinero. Hace más de 1 mes que les estoy escribiendo por el chat de soporte y no me dan más información.

Dear WillyFogBettor,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

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?

Could you please share your communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hello,

At home I have only played at the Librabet casino, no one else has played.

I have not made any withdrawals, only deposits.

The earnings were without bonus.

I'm sending you screenshots of the chat and the inability to access the account by email.

Greetings and thanks

Hola,

En mi casa solamente he jugado yo en el casino librabet, no ha jugado nadie más

No he realizado ningún retiro, solamente ingresos.

Las ganancias han sido sin bono.

Le mando por correo capturas del chat y de la imposibilidad de acceder a la cuenta.

Saludos y gracias

Dear WillyFogBettor, did you use a VPN?

I have not received any email from you.

Hello, I'm attaching the image here that says I don't have access. No, this casino allows Spanish speakers, so I haven't used a VPN. If I have any updates, I'll let you know. Thanks.

Hola le adjunto por aquí la imagen donde dice que no tengo acceso. No, este casino permite españoles, por lo que no he usado VPN. Si tengo alguna novedad les iré diciendo. Gracias



Dear WillyFogBettor, kindly share your communication with the casino. Please send any emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I have not yet received anything from you.

Hello,

I just sent you the chat screenshots. You can see how the account has been under review for months, with my money still inside.

Greetings

Hola,

Le acabo de enviar las capturas del chat. Puede ver como la cuenta está en revisión durante meses y mi dinero dentro.

Saludos

Thank you very much, WillyFogBettor, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you WillyFogBettor for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Librabet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

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 all,

Thank you for reaching out!

Please be informed that we are checking the matter, and will revert with updates as soon as possible.

We appreciate your patience!

Best regards,

Librabet team

Dear WillyFogBettor,

I am sorry to hear about this inconvenience. After checking your account, I can see that it is now open. Can you please confirm that you have access to your account again?

Thank you for your patience.

Best regards,

Librabet team

No, everything remains the same. A screenshot is attached.

No, todo sigue igual. Adjunto captura

Dear WillyFogBetter,

I am checking this matter with the relevant department. I will contact you again as soon as I have an update from them.

We appreciate your cooperation.

Best regards,

Librabet team

Dear WillyFogBetter,

I have checked your request with the relevant department. There isn't any blockage on your account from our side.

Have you tried using another browser or device to log into your account?

Best regards,

Librabet team

Hello,

I've used another browser, mobile, PC, I've even tried a VPN in case it was the operator, I've tried mobile data, WiFi, from several WiFis, and always the same message: "Unfortunately you cannot use our web service. Please check T&Cs."

As you can see from the message, it's not a password error, a username error, or anything else; it's a block on your part.

Please consult with another department or I will...

Greetings

Hola,

He usado otro navegado, movil, PC, incluso he probado con VPN por si fuera el operador, he probado con datos móviles, con WiFi, desde varias WiFis, y siempre el mismo mensaje de que "Lamentablemente no puede usar nuestro servicio web. Consulte T&C"

Como podeis ver en el mensaje, no es un error de contraseña, ni de usuario, ni de nada, es un bloqueo por vuestra parte.

Por favor, consultar con otro departamento o yo que se...

Saludos

Dear WillyFogBettor,

Thank you for providing us with more information. I will check your request with another department.

I will contact you again as soon as I know more.

Best regards,

Librabet team

Dear all,

Player's account has now been closed due to Terms and Conditions point 3.9 :

• We reserve the right to deny opening of an account or close an existing account without prior notice or justification

Unfortunately, we cannot provide the exact reason due to security reasons. We apologize for that.

However, as a sign of goodwill, we will manually withdraw the balance to player's account.

Thank you for your patience.

Kind regards,

Librabet team

Thank you for the update Librabet Casino representative. Would it be possible to provide me with the reasoning for the closing of the account? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear WillyFogBettor, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear WillyFogBettor,

We have sent you an email asking for your bank details.

Dear Peter,

Unfortunately, we cannot discuss that due to securtiy reasons. We apologize for the inconvenience.

Best regards,

Librabet team

Dear all,

We have received WillyFogBettor's details for the manual withdrawal. They have been forwarded to the relevant department.

We will let you know when we have an update from them!

Best regards,

LibraBet team

Yes, thank you, I've sent the payment details. We're waiting.

Greetings

Si, gracias, he enviado los datos para el pago. Estamos a la espera.

Saludos

Dear WillyFogBettor,

Unfortunately, we do not have an update yet. I have forwarded the request to the relevant department once again.

We will contact you as soon as we have news from them.

Your patience, understanding and co-operation in this situation are truly appreciated!

Best regards,

LibraBet team

Dear WillyFogBettor,

The manual withdrawal has been scheduled. Please, let us know if you have received your payment.

Best regards,

Librabet team

Well the retreat was cancelled...

Pues el retiro fue cancelado...

Dear WillyFogBettor,

We apologize for the inconvenience. We have sent you an email.

Best regards,

Librabet team

Thank you for the update. Please keep us informed about any new developments. Thank you!

Dear all,

We are still waiting for WillyFogBettor to provide us with new details for the manual withdrawal.

Best regards,

Librabet team

Dear WillyFogBettor,

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.

Hello,

I just gave them a BTC address.

Greetings

Hola,

Acabo de pasarles una dirección de BTC.

Saludos

Dear WillyFogBettor, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear all,

We thank WillyFogBettor for providing us with his details. This has been forwarded to the relevant department, and we are awaiting their update.

Best regards,

Librabet team

Dear WillyFogBettor,

The withdrawal has been completed. Please, let us know if you have received it.

Best regards,

Librabet team

Thank you very much for the update Librabet Casino representative.

Dear WillyFogBettor, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear WillyFogBettor,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru