Librabet Casino - Ο λογαριασμός του παίκτη κλείνει, η ανάληψη δεν έχει επιλυθεί.

I deposited approximately €60. I had trouble accessing my account, regardless of the device I used. When I contacted them, they told me on January 16, 2026, that the solution was to close my account and would let me know how to withdraw my money.

I've asked them via chat, email… they always tell me my case is being studied, but they never give me a solution.

Deposité una cantidad de aproximadamente 60€. Tuve problemas para acceder, daba igual el dispositivo. Al comunicarme con ellos, me dijeron a fecha 16/01/26 que la solución era que cerraban mi cuenta y me comunicarían cómo retirar mi dinero.

les he preguntado por chat, por mail… siempre me dicen que está siendo estudiado mi caso, pero nunca me dan solución

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 warnizo,

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?
• Could you please advise on the reason you were unable to access your account?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Good morning, I'll answer you:

• I think I remember that I couldn't even play.
• Similarly, since I couldn't access it, I don't think I could even verify it.
• When I tried to access it, the website kept freezing. Following customer support instructions, I cleared cookies, used a different browser... and it still didn't work.

As I said, I don't think I could do anything, because very soon after making the deposit, the website was blocked.

Thank you for your help.

Buenos días, te contesto:

• Creo recordar que no pude ni siquiera jugar.
• Del mismo modo, al no lograr acceder, creo que no pude ni verificar.
• Cuando trataba de acceder, la web se quedaba atascada. Siguiendo las comunicaciones con atención al cliente, borré cookies, usé otro explorador... y no funcionaba.

Lo dicho, creo que no pude hacer nada, porque muy poco después de depositar, se bloqueó la web.

Gracias por vuestra ayuda.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at [email protected], or you can post screenshots here.

Thank you for your patience and cooperation.

Hi, I just sent you an email, with a chain of emails in which I explain what's happening, and they tell me they're going to close my account and refund my money.

Thank you for your help.

Hola, te acabo de enviar un mail, con una cadena de correos en la que les explico lo que sucede, y me indican que van a cerrar mi cuenta y devolverme el dinero.

Gracias por tu ayuda

Dear warnizo,

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, Martina ([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,

Attila

Dear warnizo,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Librabet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

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.

Hello. On April 27th I received an email from the account of [email protected] so that I could send them my details to make a manual withdrawal. However, when I replied, I received an email indicating that that account does not currently process online requests. Therefore, I have no response... I have forwarded the email to [email protected]

Hola. El día 27/04 recibí un correo de la cuenta de [email protected] para que les enviase mis datos para hacer una retirada manual. Sin embargo, al contestarles, me llegó un correo indicando que esa cuenta no procesa actualmente solicitudes online. Por tanto, no tengo respuesta... le he reenviado el mail a [email protected]

Dear warnizo,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I am sorry, we could not help you.