The player from Germany found his account closed due to having an allegedly duplicate account he did not recall. He had deposited around €1500 and wished to retrieve his remaining balance of €600 to €700, while noting that one of his accounts was not yet verified. The complaint was closed due to the player's lack of response to further inquiries and reminders from the Complaints Team. The player retained the option to reopen the complaint in the future by resuming communication.
IviBet Casino - Player's account has been closed.
Closed
Our verdict
Player stopped responding
Amount: €1,500
IviBet Casino
Safety Index:Above averageCase summary
Discussion
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3 months ago
Translation
My account was closed because I apparently had another account at some point. I didn't remember that. In total, I deposited approximately €1500. I didn't use any bonuses in the account. At the end, I had between €600 and €700 in the account. I would at least like to have my balance back. One account is not yet verified.
Automatic translation:
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3 months ago
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.
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3 months ago
Dear player,
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.
- Do I understand correctly that you have had multiple accounts opened at IviBet Casino?
- If so, could you please advise when exactly did you open your first account at IviBet Casino?
- Was your original account fully verified before it was closed?
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
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3 months ago
TranslationThey're in contact with me now. Some time ago, I apparently opened an account there using an old email address. I don't think it was verified. Nevertheless, I'm hoping for a full refund of my deposits.
LG [Redacted]
Edited by a Casino Guru admin
Automatic translation:
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3 months ago
Dear player,
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 attila.g@casino.guru, or you can post screenshot here.
Thank you for your patience and cooperation.
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3 months ago
Dear JensinWiesen,
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.
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3 months ago
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
