Librabet Casino - Player’s account was closed.

Librabet closed my account for no reason and stole almost all the money. Account have been closed for no reason and I don't care why but the money must be returned to the customer not stolen. They don't want me to play with them anymore.. ok, but money is paid out, not stolen. Probably the account were closed because I am a player who brings them losses and not profits. I had almost PLN 1,000 in my account and after a month of tormenting them with e-mails, they only withdraw... PLN 60 (!!!). I have never taken any bonus from them. I only play for my money. I played sports betting and roulette in a live casino. I think 50/50 sports betting to live casino.

Will translate it for you:

"Thank you for contacting Librabet Customer Service.

In accordance with the terms and conditions (9.4) a certain amount of funds has been debited to the casino and the rest of the available funds have been paid to you.

"9.4 If we reasonably suspect that you have engaged in fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following actions at our sole discretion, with or without notice:

- ... voiding any winnings received, canceling any pending withdrawals and confiscating the balance of funds in your account;..."

If you have any questions, please contact us via email support@Librabet.com or Live Chat.

Warm greetings,

Librabet.com team"

Dear kickoff,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand the situation properly. Could you please advise if you have passed the KYC verification? Have you contacted the casino after your account was closed? Has the casino explained to you in more detail why your account was closed?

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

Best regards

Veronika

"The account has been closed by the decision of the Administration." They didn't explain anything to me other than empty slogans. They closed my account for no reason and stole my money "because they can". They never asked me to verify documents. I have had an account with them for several years and have withdrawn many times without any problems until now.

Translate:

"Thank you for contacting Librabet Customer Service.

The account has been closed by the decision of the Administration.

Please provide the data you were asked for in the previous message in order to return the remaining balance.

If you have any questions, please contact us via email support@Librabet.com or Live Chat.

Warm greetings,

Librabet.com team"

Thank you very much, kickoff, 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 resolved to your satisfaction in the near future.

Hello there,

Thank you kickoff 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 is player's account blocked and what do they need to provide to resolve this issue.

Thank you!

Dear Peter,

We have sent you an email at peter.c@casino.guru with the details about this case.

Thank you for your understanding!

Sincerely,

Librabet

Hello, Librabet Casino Team,

Although we agree that your rule is valid, not hidden and is clearly visible for players that accept it on signing up, in cases like this one, when the rule is against our Fair gambling codex, we lean to the player's side

Dear kickoff,

We strongly disagree with the casino's decision to confiscate your winnings due to a rule that we consider to be predatory and against our Fair gambling codex. We are forced to close the complaint as ‘unresolved’, which will influence the casino’s rating in a negative way.

I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to change its standpoint, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

The casino can reopen this complaint anytime.

Best regards,

Peter

We’ve reopened this complaint at the request of Librabet Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Customer,

After a careful review, we have decided to pay out the winnings. Please expect the funds to arrive at your bank account shortly.

Furthermore, your gaming account will remain closed due to the breach of our terms and conditions.

Thank you for your understanding!

Sincerely,

Librabet

Dear Librabet Casino, Thank you very much for the update. We will keep this complaint open until kickoff confirms their withdrawal has been successful. Please keep me informed about any further developments.

Thank you very much for your help Casino Guru and you Peter. I got the money :)

Dear kickoff,

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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter