Librabet Casino - L'account del giocatore è stato chiuso.

Dear Customer Service,

I found that my account was closed without any warning and the resulting reversal of the funds present.

I kindly ask you to immediately explain the reasons for this decision and to proceed with a full refund of the amount that was deducted from my account.

Gentile Servizio Clienti,

ho riscontrato la chiusura del mio conto senza alcun preavviso e il conseguente storno delle somme presenti. 

Vi chiedo cortesemente di fornire immediata spiegazione in merito alle motivazioni di tale decisione e di procedere al rimborso integrale dell’importo che mi è stato sottratto.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear luigi1994,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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

Best regards,  

Katarina

Hi Katarina, first of all, thank you for your time and prompt response. Regarding the games on librabet.com:

I used to bet on soccer matches and even live casino games. When I made a withdrawal, they asked me for documents, which I promptly sent. Then, for no reason, I found my gaming account closed and the amount indicated above, as I was told in the email, stolen. I could accept the account closure, but I request that my funds be refunded.

Salve , katarina, innanzitutto ti ringrazio per la tua disponibilità e prontezza nel rispondere. Per quanto riguarda i giochi su librabet.com :

Scommettevo su partite di calcio e anche giochi di casino live.Al prelievo poi mi hanno chiesto dei documenti , che prontamente ho inviato , poi senza alcuna motivazione mi trovo il conto gioco chiuso e la somma indicata sopra, come mi dicono da email sottratta. La chiusura conto la potrei anche accettare ma chiedo che i miei fondi sul conto , mi vengano rimborsati.

Dear luigi1994,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Good afternoon,

As requested, email just sent.

Buon pomeriggio,

Come da te richiesto email appena mandata.

Dear luigi1994,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear luigi1994,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details from your side since your last message, please feel free to share them here.

As part of our standard procedure, I’m also inviting a representative from Librabet Casino to join this conversation so we can clarify the situation directly.

Dear Librabet Casino,

Please provide detailed information regarding the player’s case. In particular, we kindly ask you to clarify the reason for the account closure, whether it is related to the KYC process, and what steps (if any) are required from the player to resolve this matter, including the status of the remaining balance.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Casino Guru,

We would like to inform you that players account has been closed in accordance with an administrative decision.

This action was taken following a thorough internal review and in line with our policies.

Additionally we would like to draw your attention to the following points of the General Terms and Conditions, which player accepted when creating his account on our website:

9.1 The Website may only be used for personal entertainment purposes only.

The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• using the Website for commercial purposes or in someone else’s name or interest;
• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;
• using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets;
• colluding with other customers or third parties.
• This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;
• using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized;
• engaging in money laundering, terrorism financing or any other criminal activity;
• threatening, harassing or abusing other customers or members of our staff;
• attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server, computer or database connected to the Website, attempting to circumvent our security systems;
• attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment;
• attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;
• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;
• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;
• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;
• contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company.

Kind Regards,

Librabet Casino Team

Dear Librabet Casino,

thank you for your response and for outlining the relevant sections of your Terms and Conditions.

While I acknowledge that the casino may close player accounts following an internal review, additional clarification is needed in order to properly assess this case.

Specifically, please clarify:

• which exact provision of the Terms and Conditions was breached by the player,
• what specific behavior or activity led to this conclusion,
• whether the account closure and the confiscation of the remaining balance are related to the KYC process or to the player’s gaming activity.

Although internal investigations are understood, the confiscation of real-money funds requires clear and concrete justification. At this stage, only general references to the Terms and Conditions have been provided, which does not allow the situation to be reviewed in sufficient detail.

Providing more specific information will help ensure the case can be evaluated fairly and transparently.

Thank you for your cooperation.

Hello, I understand their decision to close my account, but I don't think it's fair to withhold my money. Therefore, I'm requesting a refund of my account balance. Thank you in advance.

Salve, capisco la loro decisione di chiudere il conto, ma non trovo corretto trattenere i miei soldi. Quindi chiedo che il saldo sul conto mi venga restituito. Grazie anticipatamente

Dear luigi1994,

We are working on your request and will be back with an update in the nearest time possible.

Best regards,

Librabet.com

Dear luigi1994 and Librabet Casino,

thank you both for your updates. We will wait for the next information from the casino regarding the player’s remaining balance.

Dear Samuel,

We have sent an email to you containing the attached evidence and a detailed explanation of the case.

Kind Regards,

Librabet Casino Team

Hi Samuel,

Send me to my email

The proof they sent you via email? Plus, I'm still waiting for my account balance to be returned.

Thanks in advance

Ciao Samuel,

Mi mandi alla mia email

Le prove che ti hanno inviato via email? In più aspetto sempre che il saldo del conto mi venga ritornato.

Grazie anticipatamente

Dear luigi1994,

Thank you for your message.

At this moment, I am still actively reviewing the case. Please note that the casino has provided me with certain materials and explanations outside of this public thread, as they contain sensitive internal information that cannot be disclosed publicly or shared directly with third parties.

For this reason, I am unable to forward the evidence sent by the casino to you via email. However, I am reviewing it carefully to assess whether the casino’s actions, including the handling of your remaining balance, were in line with their Terms and standard practices.

Once my review is completed, I will summarize the relevant conclusions here in the thread and inform you of the next steps.

Thank you for your patience and understanding.

Hello Samuel

I have read their terms and conditions,

I have not committed any violation

Documented by the terms and conditions,

I was available for all the necessary KYC checks. Failure to disburse the funds constitutes unlawful withholding of funds.

I request immediate release of the entire amount and confirmation of the refund procedure.

Ciao Samuel

Ho letto i loro termini e condizioni,

Non ho commesso nessuna violazione

Documentata dai termini e condizioni,

Sono stato disponibile per tutte le verifiche kyc del caso. La mancata erogazione dei fondi, configura un trattenimento illecito del denaro.

Richiedo lo sblocco immediato dell'intero importo e la conferma della procedura di rimborso.

Dear luigi1994,

thank you for your message.

I acknowledge your position and your reference to the casino’s Terms and Conditions. At the same time, in order to properly assess the situation from an independent standpoint, I need to compare the information provided by the casino with documentation from your side as well.

At this stage, I kindly ask you to provide bank statements or transaction records covering August and September, clearly showing incoming and outgoing transactions related to gambling activity. These documents will allow me to compare the transaction flow with the materials already reviewed and to determine whether the casino’s concerns are justified or not.

Please note that you may upload the documents directly here in the complaint or send them to me by email at [email protected] if you prefer.

Once received, I will continue the review and update the thread accordingly with the next steps.

Thank you for your cooperation.

Good evening,

As you requested I sent email

To your address, attaching the bank statements.

Buonasera,

Come da te richiesto ho inviato email

Al tuo indirizzo , allegando gli estratti conto.

Dear luigi1994,

thank you for providing the requested bank statements. I confirm that I have received them and that the transaction in question is visible in the documents you submitted.

At this stage, I am comparing your statements with the materials and explanations already provided by Librabet Casino, including the information regarding the recipient of the funds and the application of Section 9.4 of their Terms and Conditions.

In order to complete my assessment in a fair and objective manner, I will finalize the verification of the remaining details with the casino. Once this review is concluded, I will update the thread with my findings and inform you of the next steps.

Thank you for your patience and cooperation while this process is being completed.

Hi Samuel,

You know that if they no longer want me as a customer, that's fine, but after being available for all the necessary checks, it's not right to confiscate the money. So I hope you find a solution to the mess and that my money is returned to me. Thanks in advance.

Ciao Samuel,

Sai bene che se non mi vogliono più come cliente può starci, ma dopo essere stato disponibile per tutte le verifiche del caso, non è una cosa corretta confiscare il denaro. Quindi spero che trovi una soluzione con il casino e che il mio denaro mi venga restituito. Grazie anticipatamente

Dear luigi1994,

thank you for your message.

I would like to let you know that I am still actively working on your case. At this stage, I am waiting for additional clarification and supporting materials from Librabet Casino in order to complete my review and reach a conclusion regarding the remaining balance.

As soon as I receive the requested information from the casino, I will continue the assessment and update this thread with the next steps.

Thank you for your patience.

Ok, I'm waiting for your reply as soon as possible!

Ok attendo risposta al piu presto!

Dear luigi1994,

thank you for your patience, and I sincerely apologize for the delay in providing you with an update. I understand that waiting can be frustrating, and I want to assure you that your case is still being actively handled.

At the moment, I am waiting for the requested clarification and materials from Librabet Casino. As soon as I receive their response, I will review everything promptly and update this complaint with the next steps.

Dear Librabet Casino,

I kindly ask you to respond to my email and provide the requested information as soon as possible so we can proceed with resolving this case.

Thank you both for your understanding and cooperation.

Dear Casino Guru,

We have replied via email with more details.

Kind Regards,

Librabet Team

Dear Samuel and Librabet Casino Representative,

This case has been open in this section for more than two months.

Rereading the conversation, I still can't figure out what the problem is. Can I get more information? Furthermore, I always ask for my gaming account balance to be refunded, as is right.

Gentile Samuel e rappresentante casino librabet,

E più di due mesi che questo caso e aperto in questa sezione.

Rileggendo la conversazione non riesco ancora a capire quale sia il problema. Posso avere maggiori informazioni? In più chiedo sempre che il saldo del conto gioco mi venga restituito come giusto che sia.

Hello luigi1994,

We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Samuel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello luigi1994,

We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Samuel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello luigi1994,

thank you for sending your bank statements – I’ve received them and they are very helpful for reviewing your case.

I noticed a transaction of €200 in your statements. Could you please clarify what this payment was for and from whom you received it? This will help me ensure that everything is properly accounted for when comparing with the casino’s records.

Once I have this information, I can continue the assessment and update the thread with the next steps.

Thank you again for your cooperation.

Hi Samuel,

I'd like to start by saying I don't understand why I'm being asked to explain/justify a private transaction that has no relation to what's being discussed in this thread.

However, since you asked, it is a private transaction for the repayment of a personal debt by the other party which, as already mentioned above, has nothing to do with all this.

It almost seems like you don't know where to turn anymore and, after several months, I'm very saddened to be treated this way!

I understand the checks and everything related to them, but I once again ask the kind casino to return my funds as the way they are behaving is not correct and justifiable.

Thanks in advance

Ciao Samuel,

premetto che non capisco il motivo per cui mi viene chiesto di spiegare/giustificare una transazione privata che non ha alcuna relazione con quanto aperto in questa discussione.

Comunque, dato che me lo avete chiesto, è una transazione privata di restituzione di un debito personale da parte dell'altro soggetto che, come già detto sopra, non ha nulla che vedere con tutto ciò.

Sembra quasi che non si sappia più dove attaccarsi e, dopo svariati mesi, sono molto amareggiato di essere trattato in questo modo!

Comprendo le verifiche e tutto quello correlato ad esse ma, invito nuovamente il gentile casino, alla restituzione dei miei fondi in quanto non è corretto e giustificabile il modo in cui si sta comportando.

Grazie anticipatamente

Hello luigi1994,

thank you for your response.

I understand that you may perceive this request as intrusive or unrelated, however, I would like to clarify why this information is relevant and necessary in the context of your complaint.

When a casino raises concerns related to potential third-party funding or AML (Anti-Money Laundering) regulations, the source of funds becomes a key factor in determining whether the confiscation of the balance was justified. This is not specific to Librabet Casino — similar requirements apply across virtually all licensed casinos, as AML regulations obligate operators to verify that funds used for gambling originate from legitimate and personal sources.

You stated that the €200 transaction represents a repayment of a personal debt. To proceed objectively, I now kindly ask you to substantiate this claim, for example by providing:

• a brief written explanation of the nature of the debt (loan, shared expenses, etc.),
• any supporting evidence showing the origin of your gambling funds in general (e.g. salary, business income, pension, savings),
• or any documentation that reasonably demonstrates that the deposited funds belong to you and were not provided for gambling purposes by a third party.

Please note that without a clear and verifiable explanation of the source of funds, it is not possible for me to challenge the casino’s AML-based decision or to conclude that the confiscation was unjustified. Transparency in this regard is essential for the fair assessment of your case.

Once you provide this clarification and any supporting information you are able to share, I will continue the review and update the complaint with the next steps.

Thank you for your cooperation and understanding.

Dear luigi1994,

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.

Good evening, I'm replying now as I was away for work last week.

As for my gaming funds, they come exclusively from my personal income (salary), and not from third parties or for other purposes. I attach my pay slip.

As always, I look forward to hearing from you.

Buonasera, rispondo ora in quanto sono stato assente settimana scorsa per lavoro.

Per quanto riguarda i miei fondi di gioco, provengono esclusivamente dalle mie entrate personali (stipendio), e non da terze parti e con altre finalità.allego busta paga dello stipendio.

Rimango come sempre in attesa di un vostro positivo riscontro.

Hello everyone,

thank you, luigi1994, for providing the clarification and the payslip.

Librabet Casino, the player has now explained that the funds used for gambling came from personal salary and has submitted supporting documentation. I kindly invite you to review this information and openly share your position on it directly in this thread, so we can clearly understand whether this addresses your AML concerns.

I would also like to note that I have already contacted you via email regarding this case, but I have not received a response yet. It has been almost two weeks, so I would appreciate your feedback here to help move the complaint forward.

Thank you in advance for your cooperation.

Hi Samuel,

I see my paycheck has been made public. Since it's sensitive information, can you hide it or remove it and send it directly to the relevant casino? Thanks in advance.

Ciao Samuel,

Una cortesia vedo che la mia busta paga e stata messa pubblica. Siccome e un dato sensibile lo puoi oscurare oppure togliere e mandarlo direttamente al casino interessato? Grazie anticipatamente.

Hello luigi1994,

thank you for your message. Don’t worry, your payslip is set as a sensitive attachment and is not publicly visible.

Once Librabet Casino provides their feedback in this thread, you will be able to send your payslip directly to their relevant email if needed.