Librabet Casino - La cuenta del jugador está cerrada y el retiro está retrasado.

Hello, my account was closed, and I've been trying to withdraw the money for over two weeks. First, they sent me an email requesting my information, such as my name, IBAN, etc., to withdraw. Once I provided it, they told me via chat that I could only withdraw using cryptocurrency (I didn't deposit in cryptocurrency and have never used it; I deposited by card). Despite the inconvenience, I didn't complain and created a wallet, which I sent. However, I'm still waiting. Since I can't access my account because it was closed, they have to make the withdrawal manually so I can start counting the time, but the withdrawal hasn't even started. When I send an email, they always reply with the same thing and don't solve the problem. I can't withdraw or access my account to start the withdrawal myself.

Hola, cerraron mi cuenta y llevo ya más de 2 semanas intentando retirar el dinero. Primero, me enviaron un correo solicitando mis datos, tales como mi nombre, mi iban etc pare retirar. Una vez los proporcioné, por chat me dijeron que solo podía retirar usando criptomonedas (no ingresé por criptomonedas y nunca las he usado, ingresé por tarjeta). A pesar de la incomodidad, no me quejé y me hice una billetera, que he mandado. Sin embargo, sigo esperando. Como no puedo acceder a mi cuenta ya que fue cerrada, ellos tienen que hacer el retiro manualmente para que pueda empezar a contar el tiempo, pero es que no está ni empezado el retiro, cuando envio algún correo siempre contestan con lo mismo y no resuelven el problema, no puedo retirar ni acceder a mi cuenta para empezar yo el retiro

Dear caniche7,

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.

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 provide a reason why your account was closed?

Could you please share your communication with the casino? 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

Have you made any successful withdrawals before?

No

Could you confirm that you have passed the KYC verification?

They haven't asked me for any documents.

Did you accumulate your winnings with or without an active bonus?

I have not used any vouchers

Could you provide me with a reason why your account was closed?

They say it is by decision of the administration, I don't know more.

Could you share your communication with the casino?

I already felt that information several times

¿Has realizado algún retiro exitoso anteriormente?

No

¿Podrías confirmar que has pasado la verificación KYC?

No me han pedido ningún documento

¿Acumulaste tus ganancias con o sin bono activo?

No he utilizado ningún bono

¿Podría proporcionarme un motivo por el cual se cerró su cuenta?

Dicen que es por decisión de la administración, no se más

¿Podrías compartir tu comunicación con el casino?

I already sent that information several times

Dear caniche7, are the two screenshots you previously sent the only communication you’ve had with the casino, or do you have any additional emails or chat messages you could share?

Have you provided the casino with everything they requested to complete the withdrawal?

Have you contacted the casino again recently to ask for an update on the manual withdrawal process, since your account is closed and you cannot request it yourself?

1- There are more chat conversations that have been lost. Anyway, they always say the same thing: to wait for the withdrawal, which never comes (it's been 3 weeks now). That is, no matter how hard I try, I never get anything.

2- Yes, and I sent my data but nothing, I'm still waiting

3- Yes, but it hasn't worked

1- Hay más conversaciones por chat que se han perdido. De todas formas, siempre dicen lo mismo, que espere el retiro que nunca llega (3 semanas van ya), es decir, por más intentos que hago, nunca saco nada

2- Si, y envié mis datos pero nada, sigo esperando

3- Si, pero no ha funcionado

I've been waiting a month for the withdrawal from my closed account, no communication. I log into the chat, and they say it's up to the "finance department," and nothing. I'm here waiting as if nothing happened. A month, not two weeks. It's a disgrace.

Un mes ya esperando el retiro de mi cuenta cerrada, ninguna comunicación, me meto al chat y dicen que depende del "departamento financiero" y nada, aquí esperando como si nada. Un mes eh, no dos semanas, es una vergüenza

Thank you very much, caniche7, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear caniche7,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Librabet Casino representative to join this conversation.

Dear Librabet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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 your patience.

Kindly be informed that customer gaming account is closed due to administration decision.

In order for us to pay out his balance we would kindly ask him one more time to provide us bank details of his local bank as he is providing us Bulgarian bank and customer is from Spain , alternatively he can provide us with one of the following crypto address : BTC, LTC, DOGE, ETH, USDC .

If you provide us bank details kindly send them in the following order :

Full Name (please include all names including middle names)

E-mail

Bank Account’s Owner name

IBAN/Account no.

Bank Name

Bank location (Country)

SWIFT/BIC

We hope this clarify the situation for you.

Best Regards

Librabet Team

Dear caniche7,

Could you please confirm, if you have been able to provide the casino with all of the details, that are mentioned in their message?

Thank you.

Hello, I've already sent those documents many times, throughout this month. I sent them first to a Bulgarian bank, then they asked me for a USDT cryptocurrency address, which I sent them. Then they asked me again for a Spanish bank, which I sent, and then they asked me for USDC, which was also sent. So I'm waiting. I've already sent it many times via email, chat, etc., but not today, but weeks ago. So, when they tell me to send it again, when I've already sent them any request many times, it seems like they're laughing in my face.

Hola, ya he enviado esos documentos muchas veces, a lo largo de todo este mes. Le he enviado primero un banco búlgaro, luego me pidieron una dirección de criptomonedas en USDT que se la envié, luego me pidieron otra vez un banco español, que se lo envié, y luego me pidieron por USDC, que también fue enviada. Así que estoy a la espera, yo ya se lo he enviado muchas veces a lo largo de correo, chat, etc, pero no hoy, sino hace semanas, así que digan que se lo vuelva a enviar, cuando yo ya le he enviado cualquier requerimiento multitud de veces, me parece reírse en mi cara

Dear caniche7, could you please confirm, if you sent the payment information from the same e-mail address, on which you have registered on the casino website?

Dear Librabet Casino,

Could you please clarify, if there is any problem with receiving the player's banking details?

Dear Mirka,

Thank you for your patience.

As the customer is presenting Bulgarian bank details and he is from Spain we cannot pay to the bank he present us and we needed a local bank.

We are happy to inform you that customer had provided USDC wallet and we had made manual withdrawal and it is currently in processing it should be with customer very soon.

Best Regards

LibraBet Team

Yes, I have received the withdrawal request email.

Si, he recibido el correo de la solicitud del retiro

Hello, I received the payment.

Hola, recibí el pago

Dear caniche7,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru