Delays my 1400 CAD withdrawal for over 2 weeks without resolution

Sehr geehrte Damen und Herren,

vor 10 Tagen stellte ich zwei Auszahlungsanfragen. Nachdem fünf Tage nichts passiert war, kontaktierte ich am 15.12. den Kundendienst. Wie sie im Anhang sehen können, wurde mir dort mitgeteilt, dass meine Auszahlung noch am gleichen Tag bearbeitet werde.
Nachdem nun weitere fünf Tage trotz Zusage nichts passiert ist, kontaktierte ich erneut mehrmals Kundendienst, Live-Chat und VIP Account Manager. Niemand antwortete auf meine Frage und konnte mir helfen. Es wurden immer die gleichen Antworten geschickt, sodass man als Kunde keine Chance hat, eine verlässliche Information zu bekommen.

An dieser Stelle muss etwas getan werden. Verzögerungen können mal passieren, jedoch nicht immer. Zudem muss der Kundendienst in diesen Fällen Auskunft über Art und Dauer geben können.

Sehr geehrte Damen und Herren,

zum wiederholten Male bearbeitet LibraBet meine Auszahlungsanfragen wochenlang nicht.
Ich habe vor nun zwei Wochen zwei Anfragen gestellt und den Kundendienst mit der Frage kontaktiert, wie lange die Auszahlung dauern wird. Antwort: Normalerweise innerhalb von 3 Werktagen.

Nachdem eine Woche nichts passiert ist, habe ich erneut den Kundendienst kontaktiert. Dort wurde mir mehrfach ein exaktes Datum der Bearbeitung genannt, jedoch ist auch an diesen Tagen nichts passiert.
Ebenso hilft mir mein VIP Account Manager nicht weiter, da auch er einen Termin genannt hat, der nicht eingehalten wurde.

Insgesamt kann es nicht sein, dass erspielte Gewinne über so einen langen Zeitraum nicht bearbeitet werden.

I am re-submitting my complaint as the 5-day window for the casino to process my documents has now passed. I have 1,513.18 EUR in pending withdrawals.

The core issue is that the casino refuses to finalize my verification. Their automated upload tool is broken, and even though I have provided all necessary documents via email as instructed, they continue to ignore them and cancel my withdrawal attempts.

Every time I try to withdraw, the request is eventually cancelled with a claim that my account is not verified, yet they are the ones preventing the verification from completing. It is a 'Catch-22' situation designed to keep my funds locked.

My documents were sent manually via email on Monday, April 27th, because their website's upload tool is broken (error screenshot attached). Support agent 'Karolina' confirmed receipt of these documents (Case 49027842).

Since then, I have received multiple identical copy-paste responses from different agents (Cici, Neela) stating they need 'more time' and asking for 'patience'. There has been zero progress in 5 business days. This is a clear stalling tactic.

I request AskGamblers to intervene so I can finally verify my account and receive my winnings.

I made a withdrawal request on October 3rd (30 days ago). Days went by, and nothing was happening on their side. After waiting 7 days, I sent them my first email asking what was going on with my withdrawal request, and they replied that I just needed to be patient.

Another 4 days passed, and still nothing happened on their side (that was October 14th), so I sent another email with the same question: “What’s happening with my withdrawal request?” They replied the next day, saying that they were aware of my withdrawal request but that they were currently dealing with many requests and that I needed to be patient a little longer.

On October 17th, I was no longer able to access my account on their website. When I tried to log in, I got a message saying: “Unfortunately, you cannot use our website service. Please refer to the terms and conditions for more information.” That same day, their chat operator told me to clear my cache and cookies, gave me instructions on how to do it, and I followed them immediately, but even after doing that, I still got the same message when trying to log in to my account.

After that, I went back to chat to see what was going on, and their operator told me something that made no sense, and it became clear to me that Libra Bet had disabled my access to my account and my funds but didn’t want to admit it. Their chat operator told me that maybe the issue was with my region because they didn’t see any problem on their end — which is absolutely ridiculous, because my region could block access to a website, but if access is already allowed (as it is in this case), then only the website itself can prevent me from logging in.

After that, on October 18th, I wrote them a new email explaining all of this. They replied the next day, without providing any explanation as to why my access to my account has been disabled, just asking me to send documents to verify my account. The next day, on October 20th, I sent them everything they requested.

Three days later, there was still no response from them, so I sent another email asking what was going on with the documents I had sent for verification. They replied that the documents had been forwarded to the relevant department and that I would receive a response as soon as possible.

Another 4 days went by, and there was still no answer from them. So now it had been 7 days since I sent the verification documents and 24 days since I requested the withdrawal. I sent another email asking what was happening with my documents, but I still haven’t received any response. Two days later, I sent yet another email, and I still haven’t received any reply to this day.

It has now been 30 days since I made the withdrawal request and 13 days since I sent my verification documents. I’ve been unable to access my account and funds since October 17th, which is now a total of 16 days, and I haven’t received any response from them regarding these issues during this time.

My total balance at this time is 7,300eur

I would like to file a complaint against Librabet regarding the sudden closure of my player account after I initiated my first withdrawal request, and the operator’s refusal to process my verified balance.

In August 2025, I deposited EUR 400 into my Librabet account. On September 29th, 2025, I requested a withdrawal of EUR 500, which was immediately followed by the permanent closure of my account without any explanation. According to the Librabet live chat support (see attached screenshots), my current balance amounts to EUR 1,543.50, in addition to the pending withdrawal of EUR 500, which has never been processed or paid.
This balance was accumulated through sports betting and casino winnings, without the use of any active bonuses or breach of terms and conditions.

At the exact same time, my accounts with Bassbet and Spinbara were also suddenly closed, again without explanation or payout. The outstanding balances there are around EUR 1,300 at Bassbet and EUR 1,077.05 at Spinbara. These simultaneous closures strongly indicate that all three brands are operated by the same company group and have collectively withheld player funds without justification.

I have fully complied with all KYC requirements and submitted every requested document, including my ID, a selfie holding the ID in front of the computer screen, and unredacted bank statements. Despite this, Librabet has neither verified my account nor released my funds.
Furthermore, I consider the demand for unredacted bank statements highly questionable from a data protection and privacy perspective, as it exposes sensitive financial details unrelated to my deposits or gambling activity.

I have repeatedly contacted Librabet via live chat and email, but no solution was provided. In some instances, I was referred from one support channel to another without any progress. This behavior appears to be a deliberate attempt to delay or avoid payout obligations and obstruct transparent communication.

👉 I kindly ask AskGamblers to review this case and assist in recovering my outstanding balance.

I topped up 65USDT in Librabet, and then kept playing. I made a little profit, and applied for a withdrawal of 141 Euros. It has been 8 days, but it has not been credited yet. I have been communicating with the customer service, and they said it would take three working days to be credited, but now it has exceeded the time limit, and it has not been credited yet. I have been asking the financial department to urge them, and they always say the same thing. I hope they can transfer the 141 Euros I applied for to my account in time.

Librabet casino has been holding my withdrawal for the past 13 days. On the 6th of March, 2025, I made a withdrawal of 321 usd and it has been a back and forth between myself anf the casino. I have written to them on countless occasions on email but they are not actively replying their emails and their live chat seems to be repeating the same story over and over again.