Librabet Casino - The player's verification is delayed.

This casino is terrible because they gave me three days to enter my withdrawal, and on the third day they asked me to validate my account, so I already sent them the documents and now there are three more days to verify the documents. bureaucratic as this bad run away from it

Hello Alejogandojogo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Librabet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

So I made my withdrawal request on the 18th, Sunday and they told me that it would take three business days for my withdrawal to be processed, so far so good, on the third day it asked to validate my account, then they asked for a bank statement for the last three months of the account that I made the payment for them (digital bank paid market) photos of me with the account logged in appearing on the screen and my document issued by the government RG) and proof of residence I sent them and so far not a single response from them in the chat they just say it takes time and that as soon as you have everything ready send me a message via email but so far I have not received anything from their email their chat you ask them something like they say and with the department I play at other bookmakers and none of them gave me so much pain like Librabet I would play in other casinos of the same management but I don't even want to know more just to receive my funds.

Thank you Alejogandojogo for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on,

Wish you best luck resolving it.

Regards,

Nick

Hello Alejogandojogo,

I'm Michal and I have taken over your complaint. I have reviewed your case and I fully understand your frustration, but I would kindly ask you to understand, that before every withdrawal the casinos undertake a gameplay check as well as KYC and AML check that in some cases can take even weeks, another thing is 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, so although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed and this is not always in the "casino's hands."

I can agree with you that the whole process can be done more quickly or more user-friendly, but casinos need to follow certain regulations and processes.

With this being said, I will contact the casino to shed more light on this.

We would like to invite Librabet Casino to join the conversation.

Dear Librabet Casino,

Can you please provide some information regarding the player's withdrawal delay?

Dear all,

Thank you for reaching out.

We would like to inform you that the delay was caused due to the customer submitting documents in formats that were not acceptable for verification. However, after she was explained how to do it properly, she ordered us to close the account, to which we obliged.

Best regards,

LibraBet.com

Dear Alejogandojogo,

Do I understand correctly that you have closed your casino account and this complaint is not relevant anymore?

Dear Alejogandojogo,

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.