Librabet Casino - Player’s winnings haven’t been received yet.

Good afternoon, I have been registered in this casino for two weeks. Last Monday I requested a withdrawal of €170 by card. After contacting them via chat yesterday they tell me that it usually takes 3 business days. What is my surprise that today they cancel the withdrawal and return the balance to my account.

They have not notified me by any means of the reason.. if anything needs to be verified.. they cancel without giving any further explanations.. the chat support does not know how to explain it to me.. they just tell me that they leave a note so that the financial department can contact me. At the moment this bookmaker is not very serious. I request your mediation to be able to withdraw my earnings.

Dear Juan1988,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thanks for your prompt response. The casino has canceled my withdrawal request and has not given me any explanation. If you need any document, the most normal thing is that they request me by email before canceling my withdrawal without any justification. I'm going to request the withdrawal again and I'll let you know. Thank you

Dear Juan1988,

Have you received your withdrawal from the casino yet?

Dear Juan1988,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.