Librabet Casino - Player's withdrawal is blocked by unwanted bonus.

I signed up for this casino and at first, everything was fine and there were no issues. I was able to withdraw, deposit, and everything was okay. But then the troubles started. Whenever I wanted to withdraw money, I was always told that I had to bet my deposits x1. I ended up betting more than 5 times my deposit and nothing changed. The customer service was a total mess. They didn't respond to me in my language and they would always say they had a long queue and couldn't assist me. I sent more than 3 emails to the website and still got no response. Don't trust this website. The day the system finally allowed me to withdraw, they added a bonus without my permission and I couldn't even reject it. And just because of this bonus, they wouldn't let me withdraw, even though I had never requested or used it.

Dear mikelito3885,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Librabet Casino.

I checked the rules of the casino and found this:

"6.8. Minimum funds rollover before a withdrawal is x1 (one). If the wager of the funds (the amount of placed bets) is less than the deposit amount, we reserve the right to cancel all winnings and keep the commission of 10% (ten percent) (but not less than USD 0.50 (fifty cents) of the amount of the last deposit as payment expenses, and the 15% (fifteen percent) commission if your account balance has been charged with a bank card or bank transfer."

• Could you please advise which games you played in order to satisfy the condition to wager your deposits once?
• If there is any relevant correspondence between you and the casino please forward it to my email at tomas@casino.guru

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

Best regards,

Tomas

Dear mikelito3885,

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.

Hello, I mainly played the cleos' book slot. I entered €600 and bet roughly 1800 until I made a profit of 1,500. To this day I am still waiting for a response to my emails. From the chat they only know how to tell me to delete cache and cookies or I went into incognito mode to try to withdraw but I tried everything and there is no way. They tell me to wait for the response by email, but it does not arrive. I have asked them to make a manual withdrawal but they do not collaborate from the chat. I'm already in a bad mood, and they don't try to help me, claiming that there is a long queue for the chat. In short, it is the worst page I have ever found.

Thank you very much, mikelito3885, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you mikelito3885 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 unable to withdraw their winnings and what can be done to resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Peter,

Thank you for reaching out.

Please be informed that we sent an email to peter.c@casino.guru. Looking forward to your reply.

Best regards,

Librabet.com

Thank you for the clarification Librabet Casino representative.

Dear mikelito3885, according to the information provided by the casino I was able to check out your betting history in which you have played all your funds to zero. Also while you have an active bonus you should receive an option to cancel the active bonus as seen below.

As it stands we are not able to help you as you have no active withdrawal balance.

Of course, after a month without a response from them, I preferred to spend the money than leave it lying around in the account. I repeat, disastrous casino. The worst I have seen. thanks for your help

Dear mikelito3885, as you have clarified that you have spent your funds we will no longer be able to help you. Due to that reason, we will now reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.