The player from Greece had been unable to log in to his casino account, which had been blocked despite completed verification, and had a pending withdrawal. The casino stated that the account was closed due to failed identification and that all winnings were confiscated. The player had provided evidence of his identity and the legitimacy of his deposits. However, the casino did not respond with any evidence of fraudulent activity, leading to the complaint being closed as unresolved. The Complaints Team expressed regret over the situation and indicated that the unresolved status might have prompted the casino to reconsider its decision. Ultimately, the casino provided evidence of the suspected fraudulent activity, and the complaint was rejected as the team could not assist further.
Librabet Casino - Player’s account has been blocked with pending withdrawal.
Amount: €528
Librabet Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
When I try to log in, it says that my account has been blocked. I have a pending withdrawal. The verification has been completed, but my account is still locked.
Dear gerasimoskioukas,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify when exactly your account was blocked? Was it right after you submitted your withdrawal request or after the verification of your account?
Have you received any emails from the casino after your account was disabled? If you have, please forward them to me at veronika.l@casino.guru.
When was the last time you communicated with customer support and what was it about?
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
The withdrawal request was made 2 days ago. Immediately after that I was asked for identification and this morning I saw that all my documents were accepted. After a while I went in to check if my withdrawal was approved and when I tried to log in a message appeared that the account has been deactivated. I have not received any information about this. I contacted support live chat and they told me that the account has been disabled by administrative decision and suggested that I request more information by emailing the company. I emailed them and asked for an explanation but have yet to receive a response.
They replied to my email and let me know that they closed my account because my authentication failed. I can't understand how the identification failed since I sent what they asked me and of course it was valid!! I can send you exactly what I sent them so you can see for yourself.
"Dear GK,
Thank you for contacting our Customer Support team.
Please be advised that your account has been closed after failing the verification process, in accordance with our Terms and Conditions, specifically point 9.1. As a result, all winnings have been deducted.
We are pleased to inform you that the refund of your last deposit has been successfully processed. The corresponding amount has already been credited to the account from which the deposit was made.
We appreciate your understanding and cooperation.
If you have additional questions, please feel free to contact us via email support@Librabet.com or via Live Chat.
Yours sincerely,
customer service"
Could you please specify if you accumulated your winnings with or without an active bonus?
What types of games have you played? Were they slots, live casino games, or did you participate in sports betting?
Hello. The profits also came from my own money but I also participated in some sports betting bonuses. But the point is that they don't focus on betting but on identifying my account. They say they closed my account because they couldn't identify me when I sent them the document they asked for. They only returned my last deposit for the time (€50). My total deposits were €160 and the total amount I had in my account when it was closed was €528
In a new email I sent them asking for a detailed explanation of what went wrong and they closed my account they never responded.
Thank you very much, gerasimoskioukas, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello there,
Thank you gerasimoskioukas for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Librabet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.
Thank you!
Dear Customer,
We would like to kindly inform you that according to our Terms and Conditions 9.1 "engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed" your account has been closed.
For that, the winnings were deducted and the deposit was refunded.
Kind Regards,
Customer Service
Thank you for the response Librabet Casino casino. Would it be possible to provide me with evidence of fraudulent activity? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance!
Here I want to point out again that the card with which I made the three deposits is in my name and I can provide all the necessary proofs to both Librabet and Casino Guru.
Dear gerasimoskioukas, you can provide any evidence to my email. (peter.c@casino.guru) Thank you in advance!
Peter, I have sent you all the information that I also sent to librabet for the identification of person, address and card with which I made the deposits.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear gerasimoskioukas, the casino has not provided me with the evidence so unfortunately I am forced to close the complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I am sorry we could not be of more help on this occasion.
Best regards,
Peter
We’ve reopened this complaint at the request of Librabet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Personally, I still have no news from the casino. I don't know if they have contacted you, however they are deliberately delaying giving my winnings.
Ok, unfortunately I have no news from Librabet. Have they contacted you? I don't understand why they haven't taken any action since they asked for the matter to be reopened. It's probably a tactic to avoid having their score reduced by unanswered complaints.
Dear Peter,
Thank you for reaching out.
Please be informed that we sent you an email to peter.c@casino.guru. Looking forward to your reply.
Best regards,
LibraBet.com
Good morning. Are there any developments on the matter? Have they produced evidence to show that they were actually unable to identify me? Peter, I can send you everything you need regarding the identification of my account!
Thank you for providing me with the evidence Librabet Casino representative.
Dear gerasimoskioukas, as the casino explained your account had been closed due to engaging in any fraudulent activities, specifically, using funds not belonging to you. This is unfortunately considered collusion and is prohibited in most casinos in the industry and I advise against such behaviour in the future. With that in mind, we're unable to assist further and are forced to reject your complaint. 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.
Kind regards,
Peter
