Librabet Casino - Player’s struggling to complete account verification.

Buongiorno , vorrei aprire un reclamo in merito al mio account su librabet . È dal 25 maggio che cerco di verificare il mio account . Capisco la sicurezza del dipartimento finanziario che vuole assicurarsi che sia effettivamente io ma è assurdo che dopo 2 settimane mi continuano a chiedere documenti dopo aver inviato praticamente tutto ( documenti , bollette di casa , estratti conto , conferma di conto revolut , estratti conti Skrill ecc ) sono disposto anche a mandare ulteriori documenti ma è assurdo ricevere una risposta ogni 3 giorni lavorativi , quando finiremo di questo passo ?? Ho bisogno di prelevare i miei soldi e non posso aspettare ancora considerando tra l’altro che posso prelevare solo 1500 a settimana mi chiedo quando finirò. Ho come l’impressione che stiamo temporeggiando per evitare che prelevi in modo da farmi riperdere i soldi . Confido in un vostro aiuto grazie Marcello

Dear Marcello96,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Were your winnings accumulated with or without an active bonus, please?

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

Best regards,

Petronela

Non c’è un problema in particolare , mi richiedono sempre documenti diversi che puntualmente gli fornisco e dopo 3/4 giorni mi chiedono altri documenti . È così da 2 settimane . Ora mi hanno chiesto il file in pdf di una carta revolut che ho usato ma ho già mandato diverse volte documenti di revolut per dimostrare che la carta appartiene a me e che il conto è intestato a me . Ora ho mandato anche questo estratto conto da loro richiesto vedremo cosa si inventeranno tra 3 giorni . Il discorso è che è assurdo che ci vogliano più di due settimane per verificare un conto quando io ho sempre mandato i documenti richiesti nel giro di poche ore . Grazie

ps : no non ho usato nessun bonus le vincite provengono da scommesse e casinó di soldi da me depositati

Additional comments from player:

"Good evening, I am writing to you for a further problem regarding my account. The department has been asking me for two weeks to verify my account following a withdrawal request and at the beginning there was no problem, they asked me for documents and I sent them and this for two weeks. In the meantime, the winnings have increased reaching about 200 thousand euros and now they have invented that my account is duplicated, when I ask for an explanation and reasons or proofs in live chat I am not given. I have never made any other accounts and I really believe that they are doing it in order not to pay me the large sum of money won. I hope they solve this problem because all this is ridiculous and because I had chosen librabet which according to the reviews seemed reliable. I hope for your help because I absolutely need that money. Thank you"

Additional comments from the player:

"Ciao sono in attesa di un vostro riscontro , la situazione è più grave del previsto . Mi hanno accusato di aver duplicato l’account per non pagarmi 200 mila euro ma non hanno prove per dimostrare questa cosa dato che io non ho mai aperto nessun account in precendenza . Per favore aiutami

Grazie , Marcello"

Thank you, Marcello96, for the update. We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Have you accumulated your winnings with or without an active bonus? 

Grazie mille per il supporto . Non penso che ciò posso essere accaduto . Ormai non ricevo risposta dal casino da più di 4/5 giorni , spero in voi . Non ho avuto vincete da nessun bonus , non li ho mai attivati . Sono soldi vinto da depositi grazie

Thank you very much, Marcello96, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

PS: I have adjusted the disputed amount from €90,000 to €200,000.

Hello Marcello96,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Librabet Casino to join the conversation and participate in the resolution of this complaint.

Dear Librabet Casino,

The player has been told that they have more than one account. Could you please send any supporting evidence to me for review? It can be sent directly to my e-mail address: adam.m@casino.guru.

Kind regards,

Adam

Dear all,

Thank you for reaching out!

As we can see, the account with the player ID you provided in the beginning is not closed as duplicate, and it’s funds are on balance. The account is currently going through verification procedure, and for it to continue, we would like to kindly ask you to provide us with the requested documentation.

In case you are unsure what documentation is missing, you can send an email to our KYC department at kyc@librabet.com.

Best regards,

LibraBet.com

Thank you for the update on the situation, Librabet Casino.

Dear Marcello96,

It seems that the casino requires some more documents from you for verification purposes. Have you been made aware of what is needed?

Kind regards,

Adam

Ciao , finalmente leggo buone notizie anche se dop l’aver mandato tantissimi documenti a dimostrazione mi è stato detto che il mio account risultavo appunto duplicato . Sono felice di scoprire che non è così anche se quando chiedo spiegazioni in chat live mi dicono appunto che il mio account risulta duplicato e che in chat non possono fare nulla . A questo punto chiedo qui quali altri documenti devo mandare affinché possa verificare il mio account definitivamente e poter prelevare . Ps : è vero che nel mio conto riesco ad accedere senza problemi e vedo il saldo però se provo a fare il prelievo mi da errore . Grazie

Ora ho mandato una richiesta all’email indicata in precendenza . Vediamo . Grazie

Hello Marcello96,

Thanks for the additional information, please do keep us updated.

Dear Customer,

Thank you for contacting us!Unfortunately, we are yet to see an email from you to any of our email inboxes.

Would you be so kind as to make sure you are using the email that is connected to your profile?

To check which email is connected, please go to "Settings" section in your Profile, and you should see the connected email in the "Security" section at the bottom.

Should you have any other questions, feel free to contact us via chat.

Best regards,

LibraBet.com

Dear Librabet Casino,

There seems to be some confusion surrounding the player's e-mail address. The player has apparently attempted to change/update it but had no response. Can you please advise on what is necessary to proceed and resolve the situation?

Kind regards,

Adam

Dear Customer,

Thank you for reaching out!

We acknowledge your request to change the email in your account, and for the change to come into effect, we would need you to send us a Selfie with ID to our support email. When sending, make sure to specify your username and the intention of the email. Once we verify that the owner of the email is you, we will make sure to continue our correspondence using the new desired email.

We appreciate your cooperation!

Best regards,

LibraBet.com

Come potete vedere nella foto 1 che allego ora tutto questo è già stato fatto in data 25 maggio . Io tutt’ora sto ricevendo email da voi nella nuova email . Non so se voi e chi mi risponde in chat live siete gli stessi dato che ricevo informazioni diverse .

allego in foto 2 conversazione con il vostro centro live che mi chiede NUOVAMENTE di chiedere informazioni a questa email support@araxiodevelopmentnv.com dalla quale non ho mai ricevuto risposta .

grazie

Dear Customer,

First and foremost, we would like to apologise for the caused inconvenience with the email change. As it is not a simple procedure, we want to ensure the safety of the account by receiving proof of the email owner. For the change to come into effect, we would like to kindly ask you to send us Selfie with your ID to the support email. The support representatives are aware of this procedure and should assist you accordingly.

Should you have any other questions, feel free to contact us via chat.

Best regards,

LibraBet.com

Dear Marcello96,

Have you sent the document as requested by the casino? Has there been any response?

Kind regards,

Adam

Ciao Adamo , ho provveduto a mandare sia il selfie che i documenti mancanti di skrill . Sono in attesa di risposta

Thank you for the update, Marcello96.

Please do let us know of any developments.

Kind regards,

Adam

Dear Librabet Casino,

I would like to thank you for your assistance.

I have received an e-mail from the player stating that a payment has now been made, but also enquiring if there may be some way to increase the limit on how much can be withdrawn per day/week? Can you advise as to how long it will take to withdraw the full amount?

Kind regards,

Adam

Grazie Adam , tutt’ora ho due prelievi in sospeso da un paio di giorni e non posso farne più di tre da 500 euro la volta . Per il mio livello garantiscono 10 mila euro di prelievo al mese ma cosi è matematicamente impossibile che io riesca ad arrivare a quella cifra . Aspettiamo una risposta dal casino , già se mi portassero al livello più alto con prelievi da 1500 sarebbe diverso . Altrimenti accetto anche altre proposte da loro per il pagamento . Grazie ancora

Dear all,

Thank you for contacting us.

We would like to inform you that the user is currently undergoing verification and should be informed about the further steps in that regard shortly.

We appreciate his patience and cooperation during this process.Withdrawal limits are applied according to the level of the account, and the limits are stated in the Terms and Conditions of the website.

Should you have any other questions, feel free to contact us via chat.

Best regards,

Librabet.com

Ciao casino , ho già mandato gli altri documenti che mi avete richiesto anche se non ne ho capito il motivo dato che dopo aver ricevuto il primo pagamento in teoria la verifica era finita . Comunque nonostante tutto ho mandato i documenti che mi avete chiesto , al limite della privacy dato che mi state chiedendo estratti conti personali non si sa per quale motivo e ad oggi ancora niente . Ribadisco che è assurda questa ulteriore verifica solo a perdere tempo e che siamo quasi a metà mese e di 10000 euro che assicura il mio livello al momento ne ho ricevuti solo 500 .

Dear Customer,

We are glad to inform you that your account has been verified on 12th of July, with your withdrawal requests for 500 EUR + 500 EUR + 500 EUR processed.

We appreciate your patience!

Should you have any other questions, feel free to contact us via chat.

Best regards,

Librabet.com

Thank you for the update, LibraBet Casino.

Dear Marcello96,

Please let us know when you have received these payments and keep us informed about further requests.

Kind regards,

Adam

Dear Marcello96,

Has there been any further progress with your payments?

Kind regards,

Adam

Dear Marcello96,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Dear Marcello96,

It seems that this matter may have been resolved, but without confirmation from you we have no option other than to reject this complaint. It can be reopened at any time.

Kind regards,

Adam