Libra Spins Casino - Player’s struggling to receive her winnings.

Am struggling to get payment from Libraspins.com

Owed £1500 which they tell me I can only withdraw £500 at a time, and now they have technical issues paying MasterCard and want me to take BitCoin.

Have not received confirmation when I will receive any payment, so sick with worry

Dear Chubbs1302,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please let me ask you a few questions, so I can understand the whole situation completely. Could you please advise if the entire amount of £ 1,500 has been approved by the casino and subsequently split into several installments? Could you please advise how much is the remaining amount to be received?

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Thanks for taking on my case.

Although I have won £1500, I am only allowed to withdraw £500 at any time.

This however keeps getting refused as they say they cannot make MasterCard payments and have asked I take Bitcoin. I do not understand nor have a Bitcoin account. 

What would you advise?

Many thanks 

Kind regards 

Chubbs1302

Hi

Since my last email I have opened a Bitcoin account and made a withdrawal of £500 but that was 48 hours ago and it hasn’t landed in my account

i still have £ 1000 with Libra but they tell me MasterCard is still not working, and they can’t wire transfer money.

Am terribly worried

Thank you very much, Chubbs1302, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Today’s communication…no further forward 😩

YouWhat is the MasterCard situation today please?

 DesmondUnfortunately, I do not have the exact information, but as far as I can tell, there are some kind of technical issues at the moment.

 Youcan you find out when it will be resolved please?

 DesmondHeather, unfortunately, I do not have the information about the timeframe, as I am not a part of the Technical or the Financial Department.

 ***********

Bitcoin withdrawal still not appeared either.

Dear Chubbs1302,

I’m sorry to hear about your negative experience. I’ll contact the casino and see if I can help.

I would like to invite Libra Spins Casino to join this conversation.

Dear Libra Spins Casino,

Can you please indicate the current status of Chubbs1302’s withdrawal?

Today….

Hi Alex George Mey told me last night that MasterCard withdrawals were now working. Why again has my last request been refused? Now trying to get my money for 11 days

You Guys are making me so ill

 AlexHeather, I don't have access to the information your manager has. So how about I send a request to your manager to contact you regarding this matter?

 Youplease urgently

I am ready to send an email to the gambling commission today if I do not receive my owed £1500

i believe I am not the only one believing this is all a scam

A bank transfer is possible

Please forward this on to the necessary Manager

 AlexI understand your frustration, you will be contacted as soon as possible, I have already sent a request to him. There is nothing like a scam about our casino.

Thank you, Chubbs1302, for the update. Unfortunately, we have not yet received any specific information from the casino. We were only informed that the casino team would try to resolve the issue as soon as possible.

Hi

Although a much reduced amount as it was a Bitcoin payment, this was received this morning.

Also my MasterCard withdrawal was processed although yet to see if I receive the MasterCard money ok.

Thank you, Chubbs1302, for informing us. I’m glad to hear there’s been some progress.

Since the second withdrawal request has already been processed, I’d like to kindly ask you to allow some time for the payment to be received. I’m setting the timer for 7 days. Please keep us posted.

Dear Chubbs1302,

Have you received the payment to your MasterCard? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, we will consider the issue to be resolved.

Yes indeed

Many thanks

Thank you, Chubbs1302, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru