Librabet Casino - La solicitud de retiro de €500 del jugador se cancela y se retrasa.

Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, or if your withdrawal request gets cancelled again, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello Veronika,

thank you for your response and clarification.

I understand your policy of waiting up to 14 days, but my case involves special circumstances:

First withdrawal (€500, Visa) requested on 26 August 2025.

Cancelled by Librabet on 03 September 2025 without my consent or explanation.

Second withdrawal (Bank Transfer, ID: 2027dc2f-08bc-468b-8b63-f2bf7ee62483) submitted the same day → still pending.

All KYC documents proactively sent via email on 03 September 2025 (ID, address proof, bank statement, credit card).

Important: Librabet’s platform provides no way to upload documents manually — neither after registration, nor before or during withdrawals.

Since account creation, my profile shows conflicting information:

"No verification required" vs. "Profile not verified".

Librabet never confirmed receipt of my documents and has not replied to any of my emails, even before this public complaint.

I will wait until 09 September 2025 as you advised, but if my payout remains pending or gets cancelled again, I kindly ask CasinoGuru to intervene.

I have all evidence secured: chat transcripts, emails, screenshots, transaction IDs, KYC documents, and Librabet’s T&Cs.

Thank you for your support.

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

Dear domo81xx,

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,

Veronika