IviBet Casino - Player faces withdrawal delay due to additional proof of address request.

im trying to withdraw my funds i won and i submitted all the verification documents they asked for including :

-MY id

-Selfie with ID

-selfie with ID and number on paper that was requested

-proof of address (bank statement)

-bank statement with deposit proof

so far everything is accepted including the bank statement with proof of address . but now i just got an email asking for an alternative proof of address which makes no sense because my original proof of address was accepted and is also within their terms and conditions :

"11. A photo or a screenshot of a document confirming the current address of residence: the data (name, address of residence + date of issue of the document) coincides with the data in Player’s details. To confirm the address, a utility bill / bank statement / payment for mobile services is acceptable / photo of registration from the passport is acceptable for players from the CIS. The document must be no older than 90 days (3 months)."

i dont have an alternative proof of address because luckymobile prepaid service (my cellular provider) doesnt give bills. and utility bills arent provided because its my building management who pay for it not me.

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 bournivalxx179, 

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please explain what kind of document you sent to the casino for the verification of your address?

Additionally, could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

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, 

Attila

it was a bank statement from the previous month

Dear bournivalxx179, thank you for your response. Could you please forward the rejected document as well? You can reach me via email at attila.g@casino.guru.

Best regards,

Attila

Dear bournivalxx179,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru

We’ve reopened this complaint at the request of bournivalxx179. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, thank you for your email. Could you please forward the bank statement as well?

Thank you in advance for your response.

yes of course. just sent it to your email as well

Dear Player,

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, Lucia (lucia.s@casino.guru). 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

Hello bournivalxx179,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear IviBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear Lucia,

Thank you for your message.

We would like to clarify that currently the player does not have any active withdrawal request. The last withdrawal attempt dates back to the 12th, after which the requests were canceled in accordance with our standard verification procedures, including document checks.

At this moment, there is no pending withdrawal to process. Once the player submits a new withdrawal request, it can be reviewed and processed accordingly.

Please let us know if any additional information is required.

Best regards,

IviBet Casino

Dear bournivalxx179,

Could you please help clarify the current situation?

• Is the document you provided as proof of address still rejected, pending, or already verified?
• Have you submitted any new documents since the casino canceled your withdrawal?
• Also, could you let us know the current status of your account?

Thank you in advance for your update.

Dear IviBet Casino Team,

I kindly request that you provide us with any relevant evidence regarding the closure of the player's account. Please send all valid documentation to lucia.s@casino.guru.

This information will greatly assist us in assessing the situation and determining our next steps. Thank you for your cooperation and understanding.

Dear Lucia,

Thank you for your message.

We would like to inform you that the player’s winnings have now been successfully paid out.

Additionally, please note that the player’s account has been closed following a decision by the casino administration.

As the matter has been resolved, no further supporting documents are required at this stage.

Should you need any additional information, please feel free to let us know.

Best regards,

IviBet Casino

Hello bournivalxx179,

Could you please confirm whether you have received the payment?

Dear bournivalxx179,

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.

yes i got my withdrawal but my account is still closed

Dear bournivalxx179,

We're glad to hear that you received your funds. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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.

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,

Lucia S

Casino Guru