Manual KYC documents ignored and payout rejected

Hello AskGamblers Team,

I am submitting a complaint regarding my LibraBet account, the cancellation of my NOK 8,808 withdrawal, and the subsequent restriction of my account while I still have funds remaining on the account.

I would like to provide a clear timeline of what happened and attach the relevant screenshots and email correspondence as supporting evidence.

On September 12, 2026, LibraBet explicitly confirmed to me in writing that my account had been verified. The message was sent by Fredrik, a LibraBet VIP Manager, and stated:

“I can see that your account has now been verified!”

This is important because it confirms that my account had successfully completed LibraBet’s verification process shortly before the events described below. I am attaching a screenshot of this correspondence as evidence.

On September 19, 2026, I was able to access my LibraBet account and the account showed a balance of NOK 38,807.99. I have a screenshot showing this balance. The screenshot also shows the withdrawal section of the account and demonstrates that the account was active and that funds were available.

On September 20, 2026, I requested a withdrawal of NOK 8,808 from my LibraBet account. LibraBet sent me an email confirming the withdrawal request. The email clearly states that I requested a withdrawal of NOK 8,808 and that the request would be processed by the financial department. I did not cancel this withdrawal myself.

On September 21, 2026, I received another email from LibraBet stating that my NOK 8,808 withdrawal had been cancelled. The email specifically states that if I did not cancel the withdrawal myself, the cancellation could have been caused by a technical issue with the payment service provider.

Since I did not cancel the withdrawal, I was concerned about what had happened to the withdrawal and what would happen to the remaining funds in my account.

Shortly thereafter, I was no longer able to use my LibraBet account. When attempting to access the service, I received the message: “Unfortunately, you cannot use our services.” I have attached a screenshot showing this message.

On September 22, 2026, I contacted LibraBet Support directly regarding the situation. In my email, I explained that I was unable to use my account and that I still had funds remaining in my LibraBet account. I specifically asked LibraBet to clarify:

1. Why my account had been restricted.

2. Whether the restriction was permanent or temporary.

3. Whether LibraBet required any additional verification or documentation from me.

4. How I could withdraw the remaining funds in my account.

I also explicitly stated that I was willing to complete any necessary identity verification or provide any documentation required by LibraBet. I further explained that even if my account was no longer permitted to use the service, I still wanted clear instructions regarding how to withdraw any remaining funds belonging to me.

My concern is therefore not simply that my account was restricted. The main issue is that my account was confirmed as verified by LibraBet on September 12. I had a significant balance shortly afterwards. I requested a withdrawal of NOK 8,808; the withdrawal was subsequently cancelled even though I did not cancel it, and then my access to the LibraBet service was restricted.

I have attempted to resolve the matter directly with LibraBet and have asked them to explain the reason for the restriction and provide a procedure for withdrawing my remaining funds. I have not received a satisfactory explanation or a clear procedure for accessing the funds. I would therefore respectfully ask AskGamblers to assist me in obtaining clarification from LibraBet regarding the following:

1. Why was my account restricted after LibraBet had confirmed in writing that my account was verified?

2. Why was my NOK 8,808 withdrawal cancelled when I did not cancel the withdrawal myself?

3. What was the exact balance remaining on my account when the account was restricted?

4. Why am I unable to access or withdraw the funds remaining in my account?

5. Does LibraBet require any additional verification or documentation from me?

6. If LibraBet has decided to permanently close or restrict my account, I would like clear instructions on how I can withdraw any remaining funds.

7. If LibraBet intends to withhold or cancel any of my funds, I would like them to provide the specific reason and identify the relevant provision of their Terms and Conditions.

I am fully willing to cooperate with any legitimate verification, KYC, source-of-funds documentation, or other documentation that LibraBet may require. I have attached supporting evidence documenting the relevant events, including:

* LibraBet’s written confirmation from September 12, 2026 that my account had been verified.

* A screenshot from September 19, 2026 showing a balance of NOK 38,807.99.

* LibraBet’s September 20, 2026 confirmation of my NOK 8,808 withdrawal request.

* LibraBet’s September 21, 2026 email confirming that the NOK 8,808 withdrawal was cancelled.

* A screenshot showing that I was subsequently informed that I could no longer use LibraBet’s services.

* My correspondence with LibraBet Support from September 22, 2026, in which I requested an explanation and instructions for withdrawing my remaining funds.

* Additional correspondence and evidence of previous successful withdrawals from LibraBet, demonstrating that withdrawals had previously been processed successfully.

I am providing these documents so that the situation can be reviewed based on the actual correspondence and account history rather than assumptions.

I am not asking to have my account reopened if LibraBet has a legitimate reason to close the account. My primary concern is that any funds legitimately remaining in my account are made available to me and that I receive a clear explanation of the reason for the restriction and the cancellation of my withdrawal.

I would appreciate AskGamblers’ assistance in obtaining a clear response from LibraBet and, most importantly, a procedure for withdrawing any remaining funds.

Thank you for reviewing my complaint.

I have 1500€ in pending withdrawals snd can not make new requests since they allow maximum 3x500€ pending requests.

Librabets TOS states that withdrawals will be processed in 3 working days, but it has taken more than that and my withdrawal requests are still processing.

Thus a total of 2442.50€ is stuck on the site.

For the past month and a half, I have been trying to withdraw my money from LibraBet.

On May 7th, I submitted a withdrawal request for €500. After that, I contacted their customer support via live chat twice, and on both occasions, I was told that everything was fine with my withdrawal request and that the money should arrive soon. On May 26th, I submitted another withdrawal request for €500.

Then, all of a sudden, on June 5th—almost a full month after my first withdrawal request—they informed me that I needed to complete account verification. This was despite the fact that, throughout the previous month, I had been repeatedly told that everything was in order with my withdrawal request and that I should receive the money shortly.

In any case, I immediately submitted all the documents they requested. However, it has now been another 20 days since they asked for verification, and not only have I still not received any of my money, but they have also stopped responding to me entirely after I submitted the documents.

Since sending the documents, I have emailed them three times to ask about the status of my account verification. They only replied to the first email, and even then, they did not provide any meaningful information. They completely ignored my next two emails.

I currently have €3,657 in my account, of which €1,000 has been stuck in the withdrawal process for over a month and a half.

It is completely unacceptable and incomprehensible that a withdrawal can take this long, that account verification is requested only after a month of waiting, despite me being told throughout that period that verification was not necessary and that the money would arrive soon, and then, after I submitted the requested documents, the company simply stopped responding altogether!!!???

I have now three pending withdrawels. One from 19. March, one from 26. March and one from 29. March.

According to their Website, it only takes up to three working days. Also i got like 650€ more Balance on my Account which im unabled to withdraw due to the 3 pending withdrawels.

I also can not verify my account because they say, i dont need to.

Also the Chat always says the same.. There are much withdrawel at the Moment and due to that, there is a delay on mine.

So I dont know what to Do now.

Can you help me Here?