The player from Spain had requested a withdrawal of €370 on October 22nd, but it was never processed. After he submitted the required documentation for account verification, his account was blocked without explanation, despite having a total balance of €1,520. His communication attempts only led to generic responses. The complaint was closed due to the player's lack of response to inquiries and reminders from the Complaints Team. The player retained the option to reopen the complaint by resuming communication.
Larabet Casino - Player's withdrawal has been delayed and account closed.
Closed
Our verdict
Player stopped responding
Amount: €1,520
Larabet Casino
Safety Index 7.4 Above averageCase summary
Discussion
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6 months ago
Translation
On October 22nd, I requested a withdrawal of €370, but it was never processed. Afterwards, I was asked to verify my account, and I submitted all the required documentation correctly. Without any explanation, my account was blocked, even though I had a total balance of €1,520. I have tried contacting you by email and chat, but I only receive generic responses or no response at all. It seems clear that you are delaying the process with no real intention of resolving the issue.
Automatic translation:
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6 months ago
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.
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6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Larabet Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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6 months ago
Dear adricaleta,
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.
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5 months ago
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,
Tomas
Casino.Guru
