LibraBet Casino - Manual KYC documents ignored and payout rejected

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abazimelos Finnland

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.

AskGamblers

Dear LibraBet Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

AskGamblers

Dear all,

This complaint has been reopened as per LibraBet Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

LibraBet Casino

Dear All,

Thank you for reaching out to us and reopen the complaint.

Dear abazimelos, Could you please check now if the Verification section on the website is available?

To complete your account verification, please provide the following documents:

A valid Government ID

A Selfie for identity confirmation

Proof of Ownership for account FI***************464

Selfie ID AOS: a Selfie photo holding ID document against the background of our website ( Librabet to be visible)

We believe that you should currently be able to check the verification section on the website and upload the aforementioned documents.

Thank you for your patience and cooperation.

Kind Regards,
Librabet Casino Team

abazimelos Finnland

Hey, AskGamblers and Librabet Casino.

The issue is still NOT resolved. The casino has updated my verification page and is now requesting new documents: an ID and proof of ownership for my bank account Nordea (FI78****224464).

I am in the process of providing these documents right now. I am uploading them directly to the website as the fields have finally been opened, and I will also send them via email to ensure they are received.

Please keep this complaint open, as my account is still not verified and my 1,513.18 EUR in withdrawals are still pending/blocked. I will update you again as soon as I have a response from the casino regarding these new documents.

LibraBet Casino - Manual KYC documents ignored and payout rejected

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