The player from Austria had his account blocked during verification procedure due to a third-party payment. After we got in touch with the casino and inspected the evidence more closely, the casino agreed to pay the player's winnings and close his account. Thus, the case has been resolved.
Librabet Casino - Player’s account was blocked.
Amount: €1,200
Librabet Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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11 months ago
Translation
Hello,
First of all, I am disappointed how Librabet treated me as a customer.
Here's what happened:
In April 2023 I deposited €200 and then another €100 and had a nice streak of luck. In total I earned around €1300 with it.
I didn't have to do verification right from the start, only after I had made those sizeable wins. During this verification, documents such as my transaction history of my debit card were required, with all transactions of the last 3 months. I have sent all these documents and cooperated.
After that, my account was closed without warning. I suddenly couldn't log in anymore. When I contacted live support, the only response I got was that my account failed verification under T&C 9.1 and was funded by a third party. Only my last deposit would be refunded.
This claim is definitely not true, there was no third party funding.
My last deposit (€100) was made on May 17th. refunded, but not my first deposit (€200) and not all my (!) winnings either! 🙁
When I asked support via email, they confirmed once again that my last deposit would be refunded and that no further payments would be made. No further information was given.
With that, Librabet not only robbed me of my first deposit, but also of all my fairly earned winnings.
At the same time, they don't want to listen to me either, Librabet is not interested in any clarification of their allegations and seems to want to keep all my money and would rather block my account than process my case. This is totally unacceptable, especially since there is absolutely no information on the exact reasons for the ban from Librabet. The argument of third-party financing was not substantiated in any way and I cannot understand it with the best will in the world.
I have legal protection insurance and can therefore take legal action without bearing the risk of the costs. But I would like to emphasize that I would very much like to forgo it and settle the matter through Casino-Guru. I hope for the support of Casino-Guru and for the honest cooperation of Librabet, so that I can refute their exact accusations (there is actually no exact accusation, only the buzzword "third-party financed" has been mentioned), because I definitely have nothing wrong have made.
Thanks very much!
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11 months ago
Dear vinzenz.wutzl,
Thank you very much for submitting this complaint. I am sorry to hear about your problem with Librabet Casino.
When you deposited money into your account, have you used a payment method that was not registered in your name? In gambling establishments, it is strictly forbidden to use funds belonging to someone else. If you 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.
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
Veronika
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11 months ago
Translation
Dear Veronica,
Thank you for your reply. I definitely did not use a payment method that was not registered in my name. Deposits were made by debit card in my name. The only point worth mentioning here is that I've switched to a new debit card in the last few months, but both the old and new debit cards are in my name, and the IBAN that is also on these cards is accurate right away (and of course the IBAN account is in my name).
For the sake of completeness I wanted to mention this point. Of course, I can also prove this with photos of the cards, for example, if this were something that Librabet criticizes. However, as already mentioned, Librabet has not given any indication as to what exactly the problem is for them.
Thanks for your help, I look forward to getting this matter resolved soon!
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11 months ago
Translation
No, because only the new card was used at Librabet. At Rabona, however, the old map was used and perhaps an exchange between Rabona and Librabet then took place. However, there may be another issue and that is why I would ask Librabet to come up with evidence and an explanation for this allegation.
Thanks very much
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11 months ago
Thank you for providing all the necessary information. I'd now like to invite a representative of Librabet Casino to join the conversation and participate in the investigation of the case. Could you please provide more information about the reasons why the player's account was closed?
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11 months ago
Dear all,
Thank you for reaching out.
Please be informed that we sent an email to veronika.l@casino.guru with the evidence. Looking forward for your reply!
Best regards,
LibraBet.com
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11 months ago
Translation
Dear Veronica, thank you for your efforts. I am optimistic that Librabet decided to get in touch with Casino-Guru regarding my case. However, I am wondering if it is normal practice for evidence not to be disclosed to the client so that I cannot defend myself in any way and refute the evidence. Thanks in advance!
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10 months ago
Dear LibraBet Team, have you shared the evidence you sent me with the player as well? Have you explained to him in more detail why his account was blocked? Please let me know what information can be disclosed to the player by our complaint team. Thank you in advance.
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10 months ago
Dear Veronika,
Thank you for your question.
Please be informed that we replied in our email conversation.
Best regards,
LibraBet.com
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10 months ago
Dear vinzenz.wutzl, can you please tell me how long have you been playing in LibraBet Casino? When exactly did you register and how many times did you deposit in the casino?
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10 months ago
Translation
Dear Veronica,
as far as I can remember and can follow in my transaction history, I have on 3.4. I paid in 200 euros and registered there. On April 19th I deposited another 100 euros.
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10 months ago
Dear LibraBet Team,
I sent you our point of view to your email address. Please let me know what you think.
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10 months ago
Dear all,
Thank you for your patience.
We would like to inform you that after a careful consideration and discussion with the CasinoGuru team, we have to a decision to pay out the winnings. The payment was processed from our side today.
The account is to remain closed according to the following article from our Terms and Conditions:
3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.
Best regards,
LibraBet.com
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10 months ago
Dear LibraBet Casino team,
Thank you very much for the information. We really appreciate your willingness to reconsider the previous decision.
Dear vinzenz.wutzl, please let me know when you receive your winnings.
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10 months ago
Translation
dear Veronica,
Thank you for your commitment, I received the prizes!
Best regards
Vincent
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10 months ago
Dear vinzenz.wutzl,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
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