Beschwerde #36
LibraBet Casino
Too much waiting for the withdrawal too much waiting for account verification account access disabled no response to messages
vor 6 Monaten
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
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
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