The player from Spain faced ongoing difficulties with withdrawing her funds after the casino closed her account, following a complicated verification process. After being informed of withdrawal issues, she was unable to request a new withdrawal due to the account closure, and her funds exceeding €1000 remained withheld. The issue was resolved when she confirmed that she had finally received her payment. The complaint was marked as 'resolved' in the system by the Complaints Team.
IviBet Casino - Player’s account has been closed, with funds withheld.
Resolved
Our verdict
Case closed
Amount: €1,047
IviBet Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
9 months ago
Translation
They are scammers.
First they limit my account for winning 2 or 3 bets, then they make me go through a brutal verification process by rejecting any document or making me send the same thing several times (for example, selfies with codes written on paper).
When, according to them, I have already verified everything and make the withdrawal request, they close my account.
In principle, at this point I don't care if they close my account, but of course, days and weeks go by and I don't receive the withdrawal.
I ask them where my withdrawal is and they tell me that it went wrong, it has been cancelled and I have to request it again.
but I can't request it again because they have closed my account and I can't access it!
I contacted them via chat and they just tell me stupid things and don't give me any solution, and they don't answer my email.
They have more than €1000 of my money withheld.
It is one after another, the way these thieves proceed and act is crazy.
If they pay me, I will edit it to communicate that they finally proceeded with the payment.
Automatic translation:
Public
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9 months ago
Dear mamenbets,
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.
Did you play casino games or bet on sports?
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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9 months ago
Dear mamenbets,
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.
Public
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9 months ago
Dear mamenbets,
We're glad to hear that your issue has been resolved. 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,
Dominika
Casino.Guru
