LibraBet Casino - Too much waiting for the withdrawal too much waiting for account verification account access disabled no response to messages - Beschwerde in Bearbeitung

Milan13 Serbien

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

LibraBet Casino

Dear Milan13,

In order to proceed with your withdrawal requests, we need to verify your account.

Please upload a Selfie photo holding your ID document against the background of our website ( casino name to be visible).

You can do that via email at [email protected]

Please let us know once provided, so we can proceed with your request as fast as possible.

Best regards,
Librabet.com

Milan13 Serbien

I sent you the documents 14 days ago.
And I just sent you the new documents you asked for.

LibraBet Casino

Dear Milan13,

We have requested more documents for your verification via email.

Please kindly be advised to provide them in order to proceed with your request.

Best regards,
Librabet.com

AskGamblers

Dear @Milan13,

The AskGamblers Complaint Team is kindly asking you to assist the LibraBet Casino team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Milan13 Serbien

Of course, I've been here from the beginning to provide all the information regarding the verification of my account, and that's the case this time too. It's just that there's a delay from their side and it's taking too long.

LibraBet Casino

Dear Milan13,

We have received the documents for your verification! We are checking them and will be back with an update in the nearest time possible!

Best regards,
Librabet.com

LibraBet Casino

Dear Milan13,

We would like to inform you that your account is fully verified now, so can start withdrawing your balance.

Your withdrawals will be processed according to our withdrawal limits as stated in Terms and Conditions point 6.11.

Your VIP level is 1/5 which allows you to withdraw up to 500EUR on each 24 hours and maximum of 3 pending withdrawals at a time.

Let us know if anything else is needed from our side!

Best regards,
Librabet.com

LibraBet Casino

Dear Milan13,

Apologies for the inconvenience. We have contacted you with information regarding manual withdraw of the funds on the account.

Once provided, we will check further and proceed with your request.

Best regards,
Librabet.com

AskGamblers

Dear @Milan13,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Milan13 Serbien

I can inform you that I received my first payout, which was listed as pending at the time I submitted my complaint. However, the payout was smaller than the amount I requested, and I still don’t have access to the website. Libra Bet also informed me that I will only be able to withdraw up to €500 per day because I am at the first level, and that I can have a maximum of three withdrawal requests at the same time. So I’m wondering how this will work, and I’m waiting for further instructions and their response.

LibraBet Casino - Too much waiting for the withdrawal too much waiting for account verification account access disabled no response to messages

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