Librabet Casino - Гравець відчуває затримку виведення коштів через суперечливі запити на перевірку ідентифікатора.

I've been unable to receive my 500 euro withdrawal for over 2 weeks. Despite submitting all required documents, including government ID and proof of address, and successfully completing live verification, the casino is now requesting additional ID. I emailed my passport as instructed, but there's no option to upload it on the verification page. I shared a screenshot highlighting the issue. The casino support is contradictory, stating I can email the ID while insisting it should be uploaded on the website. This cycle is frustrating; I need assistance to obtain a meaningful response from the casino.

Dear erenex1989,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Do I understand correctly that providing another picture ID is the only obstacle between you and your winnings?
• If there's any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello and thank you for reply.

I find myself in a frustrating situation trying to provide a second ID for verification. The casino lacks an option to upload it on the site, and conflicting information from chat and email support is hindering progress. This appears more like a deliberate delay and misdirection rather than a genuine effort to resolve the issue. Seeking assistance to navigate this confusing and seemingly uncooperative process.

Hi erenex1989,

Can you kindly send any personal documents you submitted or intended to submit to the casino to petronela.k@casino.guru? With your approval, as you're unable to directly upload additional documents to the website, we will transmit them to the casino on your behalf.

Thank you in advance.

Thank you for help. I sent you my passport and screenshot from verification section of the casino where I am not able to upload passport.

Best regards.

Thank you very much, erenex1989, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you.

Hi erenex1989,

I've just reviewed your case and am sorry to hear about your struggles with the verification of your account. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Librabet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's verification process? What documents are missing and how is the player supposed to send it?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello Natalia. Thank you for help.

Dear customer,

Thank you for reaching out!

We have received the ID you provided to us via email and forwarded it for processing. We will keep you informed as soon as there are any updates.

Thank you for your patience and co-operation.

Sincerely,

Librabet administration

My winnings still not paid for more then a month. They got all documents they asked for!

Dear Librabet, could you please specify a time frame for verification so that the player knows when they can expect the review to be finished?

Casino canceled my withdrawal. And now I am not able to make another withdrawal. I got message "Restricted by the team". They requested my crypto wallet transaction history for last month. 2 days ago I uploaded 5 screen shots and today they canceled my withdrawal. Chat is useless, chat representative dont have access or indication what and when I uploaded.

That is awful kind of support.

Thank you for the updates, erenex1989.

Dear Librabet Casino, could you please share any further developments? Have you already finished reviewing the player's documents?

Hello

These scammers continue to ignore any requests. They don’t respond to emails; in chat, they first piss people off by asking the maximum number of stupid questions, pretending that they don’t understand what I am talking about. And then once again, like many times before, they write that I just need to wait, that they are working on my request and are doing everything possible. Another lie aimed at one thing - not paying the winnings to the client.

Here is there reply in todays chat:

"Tomas

Our dedicated team is committed to reviewing the provided documentation promptly. We strive to verify your account within few bussines days, however, do mind that delays might happen. Please be assured that we are working diligently to complete the verification process as quickly as possible.

We greatly appreciate your cooperation in providing the necessary information for account verification. We understand the importance of a timely verification process and would like to assure you that we prioritize these reviews with utmost care and attention."

5 days ago I uploaded my crypto wallet transaction history and they still "checking" it and its all after my id and address proof is already verified.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear customer,

Please be informed that we requested you to upload your full crypto transaction history for the entire month of January. We see that the requested file still has not been uploaded, and the screenshots you have uploaded only include a part of the requested period. 

Please submit the full transaction history and we will process your verification with the highest priority.

Sincerely,

LibraBet Administration

So why did you never inform me about this in chat or by email? Why do you wait for full two weeks in order to reply here on Guru? What is going on here?! Before they requested transaction history showing my deposit and deposit was made in December! In January I did not made any deposit or withdrawal (they never paid me) to casino! And now they want all transactions for January when only maximum of 5 files are available to upload on there verification section in casino! You see they are simply mocking the client. I haven't been able to get my winnings for two months!

Here is my transaction history for January it is all I have!

I want Guru representative too to see that I am open to provide all requested information! Of cause I will also upload it in Librabet casino verification section.

Again they plan to ignore my message for 2 weeks!

Dear Librabet Casino, please let us know if you have already checked the uploaded file from the player?

I have sent all the documents the casino requested. It looks like they wait 2 weeks and will only reply when this time expires. I don’t understand what I did wrong to this casino so they delay my withdrawal for more than 2 months already!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

My documents were, presumably, verified by the casino. However it is already more than a week since that and I still did not receive any payment from the casino. Every time I contact them I get the same message: your withdrawal is in the final stage. Unfortunately, I receive this kind of message for more that 2 months already.

Dear Customer,

Thank you for reaching out.

We would like to inform you that your withdrawal request was forwarded to be checked with priority. You will be additionally informed about any updates regarding the request. Thank you for your patience.

Best regards,

LibraBet.com

Thank you for your response, Librabet Casino.

Dear erenex1989, please let me know if you will receive any further information from the casino or if your withdrawal request status has changed to "processed".

Yes sure I will inform you. My withdrawal is still pending.

Dear erenex1989, has your withdrawal been processed yet?

No, it is not paid. On 05.03 withdrawal made to Litecoin crypto and it is still pending.

Thank you for the updates, erenex1989.

Dear Librabet Casino, could you please check what is the status of the player's withdrawal request? It's been pending for over a week.

Dear all,

We would like to confirm that the withdrawal requests of the customer were processed and paid out on our end.

We hope this helps us bring the case to its resolution.

Sincerely,

Librabet Administration

Thank you, Librabet Casino.

Dear erenex1989, could you please confirm if you have already received the payout from the casino?

Dear erenex1989,

Have you received your withdrawal from the casino yet?

Dear erenex1989,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.