Librabet Casino - La cuenta del jugador ha sido cerrada.

Hello,

Librabet Casino has closed my account without any warning or reason. It says that it's under review, and i can't log in. I made sports bets. This is my only account there, and i used my PC and my phone to log in. Now i can't access it, and can't withdraw the money left there. I don't know exactly how much is left there. Around 150€ is my estimate (they will know it). After corresponding with them through email, they say my account is closed and that i should send documents for KYC. Now it has been 15 days since i sent documents, and they don't answer anything.

Thank you

KR

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which documents did the casino request from you for the KYC verification?
• Did you play with or without bonuses?
• Could you please forward me all the communication between you and the casino regarding the suspension of your account? My email address is veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello,

they asked me for:

ID and selfie;

Transaction history for the Skrill account for the period of 20.09 - 20.10

Selfie ID AOS, which is a selfie photo holding your ID document with our website in the background

No, i didnt play with any bonuses.

I have sent you email with communication with casino.

Kind regards

Please forward me the documents you sent to the casino for verification, along with the casino's responses at veronika.f@casino.guru. Kindly send me the original email with the documents, not a screenshot. Thank you for your cooperation.

Hello Veronika,

i forwarded all communication with casino.

Kind regards

Dear s1ko07

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, Mirka (miroslava.d@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,

Veronika

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department handling such issues.

Dear player,

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.

Hello all!

Dear s1ko07,

We would like to inform you that we have forwarded the matter to our verification team regarding the documents and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

Librabet team

Dear Librabet Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear s1ko07,

Thank you for your patience.

We would like to inform you that your Skrill transaction history has already been reviewed and approved by our KYC team.

At this stage, we are still awaiting the transaction history from the payment method used to fund your Skrill account, covering the period from 16.09 to 16.10.

Once these documents are provided and verified, we will be able to proceed further with your verification process.

Please let us know if you need any assistance.

Kind regards,

Librabet team

Hello,

i have sent you this skrill transaction pdf for 3rd time today. What is wrong with your support team? Please read my emails and my attachements again…

I dont think that is normal that you ask for same thing 3 times, and it was sent every time correctly. I have all emails, and i can forward them to verify that.

I dont know how this casino has such good grade on your site, but its ridiculous.

Dear Librabet Casino,

Could you please clarify, why the transaction history from the payment method used to top up Skrill account is needed? Has there been any specific concern, or suspiciously high amounts of deposits?

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 your patience.

We would like to provide an update regarding the verification process for the player's account.

To comply with our standard anti-money laundering (AML) and "Source of Funds" protocols, our KYC department requires additional documentation to verify the origin of the funds used for deposits.

Specifically, we require:

-Transaction history for the bank card ending in *5294 for the month of October.

This history must clearly show the transfers made to top up the Skrill wallet, which was subsequently used to deposit into our platform.

The verification process is currently on hold pending the receipt of this documentation. As soon as the player provides this information, our team will be able to continue the review.

Best regards,

Librabet Team

Hello,

The transaction history for the bank card for October was sent to your support email.

Please confirm that you got it, so we can continue this process.

Regards

Dear Librabet Casino,

Could you please confirm, if document submitted by the player is meeting verification requirements? Are there any other documents, that need to be submitted?

Thank you.

Dear all,

We would like to kindly inform you that we are checking the matter with our Verification Team. We will have updates for you as soon as possible.

Thank you for your understanding.

Best regards,

Librabet Team

Dear s1ko07,

Thank you for your patience during the verification process.

Our KYC team has reviewed the documents you recently uploaded; however, we regret to inform you that the documents provided were not relevant to the specific verification requirements.

To proceed with your account verification, we kindly request that you provide the following:

-Bank Statement for CC*5294: Please provide the full bank statement for the month of October.

-Specific Transaction: The statement must clearly show the top-up transaction made on 14.10 for the amount of 101 EUR.

Please ensure that the document is uploaded in a high-quality format (PDF preferred) and shows your full name and account details. Once we receive the correct documentation, our team will be able to continue the review of your account.

Best regards,

Librabet Team

Hello, i have sent exactly that. On page 3 of the pdf i sent the first transaction is exactly that. You didnt even look at the pdf.

Im sending screenshot of that page where is seen exactly what you ask.

Can casino guru help somehow to reslove this? I can send pdf here or something?

Dear s1ko07,

If you believe, your submitted documents are meeting casino's requirements (full unedited pdf with all required data visible), feel free to send it to miroslava.d@casino.guru for review.

Thank you for your cooperation.

Hello Mirka,

i have sent it now. Thanks for your help.

Dear s1ko07,

Casino previously requested the transaction history for the bank card ending in *5294. On the bank statement you submitted, this card number is not mentioned.

Could you please confirm, if the mentioned card number belongs to this ZB account? Would you be able to provide a document, that would show both the account number, and card number?

Thank you.

Hello, i can send you picture of credit card where is the visible IBAN and credit card number.

See attachement.

Dear Librabet Casino,

Could you please confirm, if this would be a sufficient confirmation, that the account on bank statement belongs to the card used for deposits, or would you have another suggestion?

Thank you.

Dear s1ko07,

Thank you for your cooperation.

Could you kindly send us an e-mail with the requested document in order for the KYC department to check?

Thank you so much for that!

Best regards,

Librabet Team

Hello,

all has been sent now to your support.

Please hurry up the kyc process.

Hello,

i have sent you required documents and this is the response i get( see screenshot attached).

What kind of people work in your support? Its like we are on square 1 again…

Dear Librabet Casino,

Could you please clarify, if there is something that can be done to speed up the verification and withdrawal process?

Thank you.

Dear s1ko07,

Thank you so much for your patience.

We kindly inform you that your account has been verified successfully. We have also sent you an e-mail to provide us bank details in order to receive your remaining balance.

Thank you for your cooperation.

Best regards,

Librabet Team

Dear s1ko07,

Could you please confirm, if there has been any update in your withdrawal process?

Thank you.

Hello,

i have sent all necessary data, now I'm waiting for the withdrawal to be successful.

Regards

Thank you for the update, s1ko07.

Please notify me, when you receive the withdrawal.

Hello,

i finnally got all the money. But the process of getting it was really long and stressful. I hope the Librabet casino makes some improvements in its support.

Regards

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear s1ko07,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka