LiliBet Casino - Hráčův účet byl zablokován.

I played many time in this casino and had successful withdrawals. Last time when I played casino requested another selfie with my ID. I sent many photos to casino but they all were rejected as "they did not correspond to security standards". Finally casino accepted my selfie but after that my account was closed and only deposit amount was paid. Casino said that I "failed to provide the requested documents within 30 days as of the date of the request". In my opinion it is not fair because I provided the document but they did not accept it, so they can not close my account because of that.

Dear Toper,

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 how long ago you have registered your account? How was the additional verification justified? Has any of your sensitive information or depositing method changed recently?

Lastly, could you please forward the relevant communication between you and the casino 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

I have registered my account more than a year ago. From the beginning I used 2 deposit methods. Nothing else changed. I don't know why casino requested that.

Sure, I will send you the communication with casino.

Thank you very much, Toper, for all the forwarded emails. Could you please advise when the verification process has been initiated? I saw an email from the casino requesting a new selfie since the previous one didn't correspond to their security standards.

I think it was on January 11. I forwarded that email to you

Thank you very much, Toper, for your last email. Could you please advise when you have received the last successful withdrawal from this casino? Ideally, please forward your cashier history.

I have forwarded you the emails from casino with withdrawal confirmation. I have no access to my account any more.

Thank you very much, Toper, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Toper,

I looked at your complaint and will do my best to help you. I would like to invite LiliBet Casino into this conversation. Casino, can you please specify why did you block the player’s account?

Hello Toper,

First of all, we are sorry for this experience you had. We talked with support team and saw that you haven’t done KYC yet.Once you’ve done the KYC, we’ll be happy to review and evaluate your situation.

Please keep us informed of developments. We’ll be waiting to hear from you.

Kind regards,

Lilibet Team

I have just sent you the requested documents and completed online verification.

Casino asked me to do the verification again using the alternative ID document but I have only my ID card. I would like to know why they request it.

We would like to ask the LiliBet 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’.

I apologize, but since we haven’t received any explanation or further answer from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the Casino:

"Dear topper,

Firstly, sorry for delay. Until now, we always try to be solution-oriented in such situations. I got the information that the ID you sent was not accepted by the system. (Unfortunately, I have no idea about the reason)

We ask you to repeat it with an alternative document or ID.

Kind regards,

Lilibet Team"

I already informed the casino that I do not have an alternative ID. What should I do in this case? I have only one ID and casino does not want to accept it.

Hello Toper,

I have forwarded the situation to our technical team. They said that you can resend it with the same ID along with the live selfie.

Regards,

Lilibet Team

I have done it. Please check if it is ok.

Hello Toper,

Our technical team rejected the KYC process because the image you sent was not understandable. You need to send it again for the process to end.

Regards,

Lilibet Team

Dear casino. Can I send you the images of my ID per email? Or do I have to start the whole process with the selfie again?

We would like to ask the LiliBet Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello Toper,

You can send us your ID information along with the selfie via documents@lilibet.com

Regards,

Lilibet Team

I have sent you the documents you requested.

Hello Toper,

First of all, we are sorry for this experience you had. Thanks for your patience

The technical team said that the balance has been added back to the account.

Kind Regards,

Lilibet Team

Dear Toper,

try to ask for withdrawal and let me know if it works, please.

I got the money. Thank you

Dear Toper,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru