The player from Colombia faced issues withdrawing his winnings after four canceled attempts since July 24, despite having previously made successful withdrawals to NETELLER. The casino suggested that the problem lay with the payment provider and proposed using a different method, but he sought clarity and insisted on receiving his funds directly to NETELLER without making additional deposits or wagers. The Complaints Team intervened, communicating with the casino, which ultimately processed the withdrawal. The player confirmed receipt of the funds, and the issue was resolved satisfactorily.
Librabet Casino - Player's withdrawal requests are being canceled.
Amount: €437
Librabet Casino
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Resolved
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Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
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Good day. I have been a player and I am experiencing issues when trying to withdraw my winnings. I have made four attempts since July 24, all of which have been canceled. When I reach out via chat, I receive apologies and am told to request the withdrawal again, only to face the same issue.
Previously, I had successful withdrawals to NETELLER.
Today, I was told that the problem lies with the payment provider and that I should contact them for more information. This is hard for me to believe since it is NETELLER, a wallet I frequently use without any issues. Unless the problem is between LIBRABET and NETELLER, which I believe the casino should inform me about directly.
The winnings in question are not from any bonuses; they were obtained from sports betting.
Today, they also suggested that I use a different payment method, which requires me to make a minimum deposit of 10 Euros and wager it (thus risking more money). I will not do this until I am fully informed about whether this is fair and within the casino’s rights.
I request that the funds be sent to my NETELLER wallet and that the casino provides a clear explanation of the actual issue.
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3 months ago
Dear Cesitar1989,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
- Could you please advise if you have been informed about any alternative method to withdraw your winnings?
- Was your account verified successfully in the past?
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
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3 months ago
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Hello Petronella
As I said before, they always told me that there was no problem, that I should process it again, only until the last conversation they told me to use another method to pay, but for that I must make the recharge (10 Euros) and play them.
This situation does not seem fair to me, since it would put more money at risk, which is why I would like your advice.
These are the methods that appear available.
Since I used a BBVA credit card at some point, I assume I can make a withdrawal by interbank transfer to the same BBVA bank, but to a savings account. In fact, I just did it and I am waiting for approval. I want to state in advance that the casino takes a long time in this process. Could you give me more information from your experience, please?
The account has not been verified yet, it says it doesn't need to be.
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3 months ago
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Attached photo of the withdrawal follow-up (August 11, 01:52 hours) still under review
In addition to this matter, I
The response from NETELLER arrived with the question if there was any problem with CASINO LIBRABET
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3 months ago
Thank you very much, Cesitar1989, 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 being resolved to your satisfaction in the near future.
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3 months ago
Hello there,
Thank you Cesitar1989 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 how we can help resolve this issue.
Thank you!
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3 months ago
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Today, August 15, 1:05 p.m. (GMT-5), the withdrawal is still "under review." 🧐
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3 months ago
Dear All,
Thank you for reaching out to us.
Please be informed, that we forwarded the information about the customer's withdrawal request to the relevant department for checking.
Kind regards,
Librabet team
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3 months ago
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Hi There
My retirement status has changed, let's hope everything goes well; I'll keep you posted!!!🧐
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3 months ago
Dear All,
Thank you for reaching out to us.
Please be informed, that the customer's withdrawal was processed from our side.
Kind regards,
Librabet team
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3 months ago
Thank you very much for the update Librabet Casino representative.
Dear Cesitar1989, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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3 months ago
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Hello everyone
I just received the funds in my bank account.
Many thanks to CASINO GURU, for balancing the scales, in the interest of justice
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3 months ago
Dear Cesitar1989,
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
