Librabet Casino - プレイヤーのアカウント閉鎖リクエストが遅れています。

After several emails sent to close my account due to a gambling addiction, the casino won't reply or let me close my account.

I've already contacted the online chat and all they tell me is that the account has to be closed via email.

Após vários e-mails enviados para encerramento de conta devido a um vício de jogo, o casino na responde nem me deixa encerrar a conta.

já contactei o chat on-line e apenas me dizem que o encerramento da conta tem que ser efetuado através de e-mail.

Dear Jorgesilva26,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Have you sent the request to support@librabet.com as suggested in the responsible gaming section?

Thank you very much in advance.

Best regards,

Dominika

Good afternoon,

Yes, I sent several requests for the first on 7/2/2025. Since then I've sent several emails which I've forwarded to you in the meantime.

Thank you

Boa tarde,

Sim, enviei várias solicitações para support@librabet.com a primeira dia 7/2/2025. Desde essa data tenho enviado vários e-mails que entretanto já reencaminhei para si.

obrigado

Good morning, several days have passed, several emails have been sent and the account is still open...

Do you have any more information? I really need the account closed

Bom dia, já passaram vários dias, vários e-mails enviados e a conta continua aberta…

Já tem mais alguma informação? Preciso mesmo que a conta seja encerrada

Thank you very much, Jorgesilva26, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Jorgesilva26, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Librabet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. Any sensitive information can be sent to me directly at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Good afternoon, I have forwarded the emails sent to librabet

thank you

Boa tarde, reencaminhei os e-mails enviados para a librabet

obrigado

I have received the original e-mails, thank you.

Now we'll wait for Librabet Casino and any kind of information they can provide before going further.

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 all,

Thank you for your patience!

We will investigate the matter and provide updates as soon as they are available.

Meanwhile, please be informed that the customer's account is duly closed.

Best regards,

Librabet team

I would like to thank Librabet team for looking into this for us, and for closing the player's account.

Could you please let us know what has caused such a massive delay, and whether there were any deposits and withdrawals made between 07/02/2025 up until the account closure? Any sensitive information can be also sent to me directly at matej.l@casino.guru. Thank you very much.

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 Jorgesilva26, did you have any balance on your account at the time of closure, or can we consider this complaint resolved?

Dear Jorgesilva26,

We would like to inform you that we have reviewed your case carefully and we extend our sincere apologies for the delay in processing your closure request.

However, we can confirm that there were no financial losses in your account after the 24-hour period following your request for closure.

If you have any furher questions don't hesitage to contact us.

Kind Regards,

Librabet Casino Team

Dear Librabet team, thank you for the reply. Can you please confirm that the account has been marked as "closed due to gambling addiction", wil not be possible to reopen and that all the marketing communication via e-mails and SMS will cease? Thank you very much.

Dear Jorgesilva26, with the response from the casino above, do you consider this complaint resolved? Thank you.

Dear Matej,

We would like to kindly confirm that the account was closed due to gambling addiction without the possibility of reopening and the marketing communication was deactivated.

Thank you for your cooperation.

Kind Regards,

Librabet Casino Team

Thank you very much for the confirmation, Librabet Casino Team! :)

Dear Jorgesilva26, as the account has been closed and marketing communication has been deactivated, seems like this complaint can be now closed. I'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation, in case there is anything else you need, please do not hesitate to contact me on matej.l@casino.guru or request a reopening of this complaint. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru