Librabet Casino - Player claims that payment has been delayed.

Good evening everyone, I have made a withdrawal of 500 euros in winnings, and have tried to contact their live chat, but they keep postponing the fact that their department will send me an email, which has never been sent.

Moreover, I registered with my own documents, but made the deposit using my cousin's card. The only method I could use to make a deposit was through this card.

I hope someone can guide me on how to solve these issues

Dear luca22,

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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

But I wanted to know what documents they will ask to confirm the account?

What if it could be a problem that I deposited with my cousin's card?

Thank you for your reply, luca22. I have checked the T&Cs, and this is what I found:

"the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty."

Furthermore, please check our Fair Gambling Codex for Players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Hi, in the live chat I asked if it was actually a problem to have deposited with a card not in my name, but in my cousin's name and he consoled me by saying that it wasn't a problem

having deposited with a card that wasn't mine, however, they told me that the only withdrawal method is a bank transfer to my account

in fact in recent days I have mobilized to make one.

I have already processed two withdrawals, but I haven't had any news yet

Let's hope the situation will be resolved this week

Can you tell me how long it usually takes to send bank transfers and how long it takes to arrive on the card?

Thank you and good evening

Alright. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint so that you can update us in case there is any development. Let’s stay positive and I hope to hear good news regarding your withdrawal soon.

good morning, they sent me the identity verification and the identity card.

given that I deposited with a card not in my name, while I then prepared myself for the withdrawal by opening an account in my name, I sent the documentation with the details of the card with which I deposited the money for verification.

we hope the procedure is a little quick, have a nice day

I'm going through legal action, because it's not possible by law to close my account with 1500 euros on it

Please note that the casino reserves the right to close your account and confiscate any winnings in case you deposited with someone else's payment method. This is clearly stated in the term I quoted a few days ago in this thread. I am afraid that we are not able to help you further in this case as the casino acted in compliance with their General T&Cs.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.