Librabet Casino - Παίκτης που παλεύει με τις απαιτήσεις KYC για απόσυρση.

Hello, after depositing crypto on Librabet at the end of November 2023, I played and after winning about 4300€ on slot games, I requested a withdrawal of 500 euros from Librabet. A few days later my request was canceled, so I made a withdrawal request of 280€ on the 3rd of December, 2023. After several days, they requested KYC, so I uploaded my ID Card, the extract from the crypto wallet I used to deposit, and my bank statement with sensitive third party data covered for privacy. The PDF was rejected because it had been modified. I uploaded a paper electricity bill after taking a photo but it was rejected as they want it in PDF format. I don't have any other documents, the address is on the identity document I provided, but they value an internet bill more than an identity document issued by the municipality, which is illegal. If the address is on the identity document, it is in itself proof of residence. They refuse to verify my documents and want to force me to transmit documents with visible sensitive data.

salve, dopo a fine novembre 2023 ho depositato crypto su librabet, ho giocato dopo aver vinto alle slot circa 4300€ ho fatto una richiesta di prelievo da librabet di 500 euro, qualche giorno dopo la richiesta è stata annullata e ho fatto una richiesta di prelievo da 280€ il 3 /12/23, dopo diversi giorni i è stato richiesto il kyc, io ho caricato la Id Card, l'estratto del wallet crypto che ho usato per depositare e l'estratto conto bancario con i dati sensibili di terze persone coperte per la privacy, il PDF è stato rifiutato perchè modificato. ho caricato una bolletta della luce in formato cartaceo dopo aver scattato una foto e l'hanno rifiutata perchè la vogliono in PDF. io non possiedo altri documenti, sul documento di identità che ho fornito è presente l'indirizzo ma per loro vale di più una bolletta di internet che un documento di identità rilasciato dal comune e questo è illegale in quanto se l'indirizzo è presente sul documento di identità,è esso stesso una prova di residenza. si rifiutano di verificare i miei documenti e mi vogliono obbligare a trasmettere documenti con dati sensibili visibili.

Dear a22137804,

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 usually don't accept documents that were edited unless specifically allowed. (for example, covering digits in a photo of a bank card)

• Do I understand correctly that providing the bank statement with all information visible is the main obstacle in completing account verification?
• Do you have other bills that might serve as proof of address for the verification of your account?

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,

Tomas

I receive an electricity and gas invoice via postal payment slip and I don't have a PDF, having chosen this method I can only request a summary from the company where not all the requested data is visible, I then have the account statement made up of 4 pages where the data is present sensitive documents of third parties, so it is clear that this is the main obstacle and I do not have further invoices, but on the identity document provided by me and already accepted by them there is my residence address, in Italy the kyc of the Residence is only necessary if you provide a driving license as the address is not present on the document. thanks for the assistance!

io ricevo fattura di luce e gas tramite bollettino postale e non dispongo di pdf, avendo scelto questa modalità posso solo richiedere un riepilogo dalla compagnia dove non sono visibili tutti i dati richiesti, ho poi l'estratto conto composto da 4 pagine dove sono presenti dati sensibili di terze persone, quindi si ha capito bene che questo è l'ostacolo principale e non dispongo di ulteriori fatture, ma sul documento di identità da me fornito e da loro già accettato è presente il mio indirizzo di residenza, in italia il kyc della residenza è necessario solo se si fornisce la patente in quanto l'indirizzo non è presente sul documento. grazie per l'assistenza!

Thanks for your message.

Casinos will usually ask for proof of address that is different from an ID document.

Could you please send me the correspondence between you and the casino where you attempted to discuss the issue with the casino? Please include the casino's responses.

My email is tomas@casino.guru

Dear a22137804,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.