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LibraBet Casino - Delayed payments, not sticking to their own withdrawal limits

RESOLVED
Complaint Info
Disputed casino LibraBet Casino
Reason Delayed payment
Amount € 16000
Posted on October 5, 2019

Hi, i would like to tell you about my situation.
At the beginning i made a lot of deposits and received lots of bonus but i always lost everything.Soon i climbed at vip level 5 having a personal account menager and the possibility to withdraw 1000 at time, After a good winning streak my balance has raised to 22000eur. I thought i could withdraw 15000monthly as stated on the site so had no problem with that, but after 4 withdrawls of 1000eur each Librabet canceled other 3 pending withdrawls of 1000eur each via bitcoin stating it was the wrong payment method (i both previously made deposits and withdrawls by bitcoin)... i then tried to withdraw 1000 by visa and i noticed my vip level was downgraded from level 5 to level 2 and i had to start wihdrawing again 500eur at time . so when i was level 5 i was able to withdraw 4000 in one month instead of 15000 and from 1 to 30 september i did withdraw other 4000eur only, so in 2 months 8000 instead of 20000 at least


once you start winning and withdrawing than your vip level goes down and down and there's no way to go up again until you deposit and lose and keep depositing and losing
Since i was downgraded to level 2 i played over 40000eur in sportsbetting and more than 70000eur in casino resulting in downgrading my vip level from level 2 to level 1 ?¿?¿
now i have limits on in play betting, all my bets go in pending mode and then are rejected

When contacted the support they always answer with regulations at their own discretion
A withdrawal request will be processed by our Financial Department within 3 working days after the account verification.
The working hours are from 10:00 to 18:00 (+3 GMT), not including weekends (Saturday, Sunday).
When the withdrawal request will be processed you will receive an email confirmation.
Also, according to the Terms&Conditions of our project:
6.14 The casino administration reserves the right to make payments according to individual schedule, set the minimum and maximum amount per one transaction and the time for this transaction, which may differ depending on the method of withdrawal, your account level or other relevant factors.

Looks like that even if they stats you can withdraw 10000eurper month they can decide to limit you at 4000eur or even less
Like so it will take 4 months plus the 2 months already passed that is completely unacceptable
My balance right now is 16000eur and i kindly ask Librabet just to be able to withdraw 10000per month no more no less and of course by the fastest payment method that in my opinion is by bitcoin

Posted on October 7, 2019

Dear Stefano,

First of all, let us congratulate you on your winnings on our website!

We always try to process the withdrawals in the most easy and convenient way, as we understand that it is something that our clients value and we always strive to provide them with the best service!

After investigating your transaction history on our website, we can see that your withdrawals to bitcoin payment system have been cancelled due to the fact, that your winning deposits have been made from a different payment system, which you were asked to request your new withdrawals to. Moreover, six of your withdrawal requests have already been processed, with the next 3 planned to be processed according to your personal schedule, that has been provided to you by our Finance Department. Please let us know if you are not satisfied with the current schedule provided to you, and our Finance Department will do everything possible to improve it!

In regards to your VIP level, please be aware that it is calculated strickly by the system and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received.

We do hope that this clarifies your concerns, but should you have any more questions, please do not hesitate to get in contact with us!

Best regards,
Librabet.com

Posted on October 7, 2019

Yeah all right , that's the problem . Only six payments of 500eur each in 30 days , that means 3000 eur instead of 10000
I'm not happy at all and live chat always told me i could withdraw in bitcoin
Anyway i have already withdrawn by bitcoin as shown on the attached file so don't really understand your argument
In the best case as i said i can withdraw 4000 at month and to withdraw 16000eur will take 4 months, try to solve this.
thanks

Posted on October 7, 2019

bitcoin withdraw ¿?¿?¿?¿

Posted on October 8, 2019

Dear Stefano,

Thank you for all of your feedback.
We are constantly trying to improve the service offered by us!

Regarding your questions, we would kindly like to draw your attention to the fact, that the current winnings on your account come from a deposit made from a different payment system, which is why the withdrawals cannot be processed to your Bitcoin account.
In any case, we are happy to notify you that you have been provided with an improved withdrawal schedule which you should be able to find on your email. Please, do take a look at it. We will try our best to keep you satisfied as we value highly all of our customers. Once again, we do want to congratulate you on your winnings and thank you for choosing our service.

We do hope that this clarifies your concerns, but should you have any more questions, please do not hesitate to get in contact with us!

Best regards,
Librabet.com

Posted on October 8, 2019

My last deposit was made by bitcoin so don't understand how winning came from another payment method
Anyway the question is the same. Can you assure i can withdraw 10000in one month?
Until now the best you can provide is 3 payments a week ,500 500 500, so the problem remain the same . At that rate will be 6000eur in a month. I cannot see any improvement in the new schedule you provided , to reach 10000 eur withdrawl in a month you should process 5 payments every week
Please answer to the very important question....Can you assure i can withdraw 10000in one month?

AskGamblers
Posted on October 12, 2019

Dear LibraBet Casino,

Please let us know if there's some update regarding this case.

Posted on October 14, 2019

Dear Stefano,

Your feedback is important to us. We can assure you that we will try to satisfy your demands and you will be provided with a new and further improved withdrawal schedule, allowing you to make the above-mentioned 5 withdrawals per week. Furthermore, please note that you can make your next request using Bitcoin payment system.

We do hope that this clarifies the situation and that it will make you feel satisfied, but should you have any more questions, please do not hesitate to get in contact with us!

Best regards,
Librabet.com

Posted on October 16, 2019

The last two days i can see you improved the payment shedule. Let's see in 2 or 3 weeks , if evrithing keeps working fine than i'll be more than satysfied with this solution

Posted on October 19, 2019

Dear Stefano,

Thank you for the feedback.

LibraBet team is happy to hear that you are currently satisfied with the solution we have managed to find for you.

Should you have any more questions or requests, please do not hesitate to get in contact with us!

Best regards,
Librabet.com

AskGamblers
Posted on October 19, 2019

Dear @stestebet,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Posted on October 21, 2019

If in the future i will experience other problems i'll reopen a case but like i said i'm ok with the solution provided by Librabet, so the issue has been solved
thanks

AskGamblers
Posted on October 21, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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