Larabet Casino - Player’s account verification is excessively delayed.

I am writing to formally request your assistance regarding an ongoing dispute with an online casino Larabet concerning my account verification process and the handling of my case.

On 29/01, I uploaded the requested selfie and submitted documentation relating to my payment method. After doing so, I contacted Live Chat twice and was informed that I needed to wait approximately one day for confirmation of my account status. However, I did not receive any email communication or updates for an entire week.

Since then, the casino has failed to provide proper written updates regarding my verification status. Responses to my inquiries take weeks, and when I contact Live Chat, I am only verbally informed that the matter is being escalated. No formal confirmation or follow-up emails are sent.

Initially, my selfie was rejected on the grounds of poor quality. Later, the exact same photo was accepted without explanation. This inconsistency has caused unnecessary delay and confusion.

I feel that the verification process is being unreasonably prolonged. The lack of communication and repeated delays give the impression that the matter is being intentionally drawn out, potentially to justify closing my account for unsuccessful verification at a later stage. I am concerned that this may ultimately result in the refusal to release my funds.

At this point, I feel I am going in circles with no clear resolution. I respectfully request your intervention as a mediator to review this matter and assist in reaching a fair and timely outcome.

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.

• Could you please specify which of the documents you submitted to the casino are currently pending verification?
• Did you ensure that all requested documents were uploaded on time and in the correct format?
• Which documents did you provide to verify your payment method? Do they cover the period requested by the casino (for example, do they show all relevant transactions made to the casino and are they issued within the last three months, if required)?
• When was the last time the casino communicated with you regarding your account verification?
• What types of games did you play at this casino to accumulate your winnings?

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

1. I have submitted my Mifinity statement for November 2025.

2. Yes.

3. Mifinity screenshots and statements, yes.

4. Last time I had to contact the casino specifically and ask for anything on my verification on 13/02. Casino does not communicate with me. I have to contact them on weekly basis to be told that it is still work in progress, I do not receive any emails on the verification progress, I have to assume and fight for any updates.

5. Video game slot Lucky Tropics.

Hello stephanie841,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience.

Could you please forward me the documents you sent to the casino for verification that have not yet been reviewed or approved, along with all communication you’ve had with the casino related to this verification? Kindly send everything to veronika.f@casino.guru so we can review your case thoroughly. I really appreciate your cooperation.

Dear stephanie841,

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.

Dear stephanie841,

We are pleased to inform you that your account verification has been successfully completed.

Furthermore, your latest withdrawal request has been completed today and our team is already working on the one submitted today.

We trully appreciate your patience and cooperation.

Kind Regards,

Larabet Casino Team

Dear Larabet Casino representative,

Thank you for reaching out and providing more details regarding the player's issue.

Based on the developments, it seems that the issue may already be resolved. However, since the complaint was submitted by the player, we believe it’s only right to mark it as resolved only after we receive their confirmation.

Without that confirmation, we’re closing the case as rejected for now.

If the player returns with an update or still needs assistance, they can reopen the complaint at any time — and we’ll be ready to help.