Libra Spins Casino - Player’s withdrawal has been delayed.

Hi,

I opened an account with Libra spins last week, account was fully verified a couple of days later, I tried making a withdrawal of 250 EUR to Visa, was refused saying issues with withdrawing to this method, I then tried Mastercard and the next day told the same thing, and was advised to withdraw to bitcoin.

No idea how bitcoin worked but opened an account with a provider, I withdrew my funds 72 hours ago, my provider says it should take no longer than 1 to 3 days for funds to land in my wallet, it's been the full 3 days and still no sign of funds.

So worried that I won't receive my winnings, please can you help me

Kind regards,

Martin

Dear Moreno,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. A successful withdrawal request does not guarantee a withdrawal will be sent. You may be requested to verify your personal/payment details and your recent gameplay may also undergo a routine gameplay check before any withdrawal is processed and sent to you.

It’s quite usual for withdrawal, to take a couple of days or even weeks to be completed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

Hi Kristina,

Thank you for your reply. I will wait until the full 14 days is up and reply to the complaint to let you know if the funds have been received or not

Many thanks,

Martin

I am lost for words, I logged into coinbase to see if funds were showing, still nothing, logged into casino and it looks like my funds are showing on my casino balance, tried chatting to support for about the 10th time and they are still saying my withdrawal was accepted and to wait the full 7 working days, not sure what kind of casino they are running but this is by far the worst experience I have ever had

I have no idea what is going on and all their support agents are not helpful at all

Hi CG team,

I have waited the full 7 working days as the casino has requested, I still have not received my withdrawal. I have yet again contacted support who replied with:

Thank you for using our help service.

We have read your email, and we will take the remark into the consideration. Furthermore, we will try to solve the issue as soon as possible to make your presence with us even better.

Have a nice day.

Regards,

Libra Spins Casino.

I am still not getting anywhere with this, is it possible you could contact a member of the casinos team to ask them to help with this matter.

I have advised the casino that if I do not receive an update by the end of today I will be submitting a complaint to the casinos licence authority

Thanks

Martin

Hi,

I just wanted to provide an update that after further communication with the casino and me informing them that I was prepared to file a complaint with the licence authority for their casino if I didn't receive my funds today, I have at long last received my funds to my bitcoin account.

Thank you for accepting my complaint, I am happy that this has now been resolved

Martin

Awesome news, Martyleedavies. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.