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

Attenzione,

far verificare il conto è impossibile. Una settimana dopo aver inviato i documenti richiesti, non mi verificano il conto dicendo di non aver ricevuto nulla. Invio nuovamente e non vogliono darmi ricezione dei documenti.

Così facendo prelevare è impossibile.

Truffa

Non mi resta che contattare aams per oscurare il sito.

UPDATE

I documenti che ho inviato non vanno bene. Si rifiutano quindi di farti verificare il conto per ritirare le vincite.

Dear Andrea,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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. None of the serious and licensed casinos takes KYC lightly.

Have you been advised what specifically seems to be a problem in verifying your account?

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

Dear Andrea,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Io ho inviato i documenti che mi hanno richiesto in chat;

Copia del mio passaporto.

Estratto conto bancario recente.

Copia della carta usata per il deposito

Ciò nonostante hanno preso tempo per non verificare il conto rendendomi impossibile prelevare le vincite.

i documenti che ho inviato via mail li ho anche inviati in chat e l'operatore mi ha detto che andavano bene e sarebbero stati accettati entro 3 giorni lavorativi.

I fully understand your frustration, Andrea. I will set the timer for additional 5 days and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your verification. Thank you in advance for your patience.

Hello Andrea,

Have there been any developments since our last conversation?

No.

Thank you very much, Andrea, for your reply. I will now transfer your complaint to my colleague Viliam 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.

Hello Andrea,

I looked at your complaint and will do my best to help you. I would like to invite Librabet Casino into this conversation. Can you specify where is the problem with the player’s verification process, please?

Non accettano la mia prova di residenza (che era già stata precedentemente accettata in chat)

La mia prova è un estratto conto bancario a mio nome con data inferiore a un mese.

Dear CasinoGuru,

Thank you for getting in touch with us regarding this case.

We would like to provide a bit more details, which will allow you to get a clear understanding of what has happened.

The player has failed to pass the standard KYC procedure, due to not providing us with an official and valid document as proof of address.

Without such proof - the game account did not pass the KYC procedure and based on this, his pending withdrawals were not processed from our side.

Furthermore, please note that the game account has been closed without a reopening option due to failing to pass the KYC procedure and in accordance with our General T&C:

5.1 You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used for the period of up to 12 (twelve) months, including bank or credit/debit card statements etc. You must provide these documents and information within 10 (ten) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time.

We would like to clarify that there are no pending withdrawals or balance on the game account upon closure.

In case you need more details or evidence, we remain available to provide such for your internal investigation.

Best regards,

LibraBet Administration

La risposta di Librabet è totalmente falsa e priva di fondamenta.

Il documento ufficiale è l'estratto conto bancario. Il che è più che sufficente come prova di indirizzo.

Questo casino non ha nemmeno la licenza per operare in Italia. Proprio a questo riguardo ho già contattato AAMS per provvedere all'oscuramento.

Dear Casino,

thanks for an explanation but I would like to ask you to send me the mentioned document to my email: viliam.v@casino.guru. Why is that document not valid and official proof of address?

Dear CasinoGuru,

Please, kindly note that we cannot share the document due to data policy and the player can provide it directly to you if he finds it appropriate for his claim.

We can provide further clarification regarding the case and that the player has not provided us with a bank statement.

The player provided us with a file from his Revolut account, which cannot be accepted by our KYC team, due to the fact that all Revolut users manually enter themselves their address and are free to change it at any time.

Therefore, such a file cannot serve as proof of address.

This document is not a bank statement and cannot be proof of address of any client for the above reason.

Revolut does not have the weight of an official bank statement from a bank, where the address of the client has been verified by the bank.

Kind regards,

LibraBet Administration

Questa risposta è totalmente priva di senso logico.

In primis ho inviato due prove di residenza, in secundis Revolut è una banca che opera con licenza europea. E' a tutti gli effetti una banca.

Inoltre non capisco come possa operare in Italia questo casino non avendo licenza italiana AAMS.

Allego la risposta del customer service:

Dear Casino,

Revolut is an official financial technology company that offers banking services. I don't see any reason why you can't accept it as valid proof of address. People can change their data on documents at any time at every official document. People moves, people are renting flats, houses, etc.

Anyway, suggest some other document for the player's verification of address and let us know in the comment.

Dear CasinoGuru,

We fully agree that people can change their address, however, we need official proof of address to confirm the new address of the player, fully according to standard KYC procedures.

The whole thing is that the Revolut statement does not have the value of an official bank statement, due to the fact that the bank verifies your new address and confirms it, whereas in Revolut you can manually change your address and nobody comes to officially verify this.

In other words, now you can have a statement with one address and once you move to the next casino site have a different one stated in your Revolut profile.

Please, note that we have offered alternatives to the player once we received the Revolut statement.

First, on the 31st of December, we sent an email in his native Italian asking for another document that can prove his address.

The player returned us an email that he does not have a utility bill in his name and we again offered alternatives via email in his native Italian: such as any utility bill in his name, rental agreement, or an official bank statement.

Both evidence attached to this reply.

Furthermore, we would like to note that there are no pending withdrawals or active balance on the game account, which will remain closed due to failed KYC procedure, along with suspicion of potentially fraudulent activity, due to the fact that it was detected that the player has been using VPN while using our service, which additionally raises the suspicions on the refusal to be provided with an official proof of address that has been verified by an institution.

In addition, the player has made a deposit using Cryptocurrency, which raises the level of risk for us.

Along with a refusal to be provided with the requested for KYC procedure documents, we have acted in accordance with the following T&C stated on our site:

9.4 Should we arrive at a reasonable suspicion 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 action, at our sole and absolute discretion, with or without notice;

9.4.1 immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

9.4.2 permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

We hope this will now fully clarify the current case for all parties involved.

Best regards,

LibraBet Administration

Librabet continua a dire inesattezze. O meglio, mentono sapendo di mentire.

Io ho effettuato depositi sia usando la carta Revolut che usando Bitcoin. Ciò è consentito dal casino. Infatti ho anche inviato copia della carta come da loro richiesto.

Vorrei chiarire una cosa; un giocatore italiano può giocare su librabet si o no?

Perchè oggi l'AAMS mi ha detto che non hanno ne licenza ne il diritto di accettare giocatori italiani.

Questo fa di Librabet un casino illegale.

Baste vedere le recensioni su trustpilot.

Dear Casino,

please provide me relevant evidence that shows that player has been using VPN to my email mentioned above.

Dear Andrea,

Casino provided me evidence that shows fraudulent behavior, you were using VPN and that's the reason why they blocked your account. You also lost your real money balance in the meantime and your account was 0 at the time of closing the account.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.