The player from Italy had won 13,000 euros but faced issues when he attempted to withdraw, as the casino closed his account, canceling his winnings and only refunding his initial deposit. The casino alleged that he had a duplicate account, but he asserted that his previous account had been permanently closed a year prior. The Complaints Team concluded that the player had breached the casino's rules by opening a new account after his previous one was closed, which resulted in the confiscation of his winnings. Consequently, the complaint was closed as unjustified, and the player was advised against creating multiple accounts in the future.
IviBet Casino - Player's account is closed, winnings confiscated.
Closed
Our verdict
Unjustified complaint
Amount: €13,000
IviBet Casino
Safety Index:Above averageCase summary
Discussion
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1 year ago
Translation
I won 13,000 euros on a slot machine, and when I tried to withdraw, problems arose. Today, they closed my account, completely canceling my winnings and only refunding the money I deposited.
They claim I have a duplicate account, but that's not true because my previous account was permanently closed a year ago. I opened a new one, and the old one no longer exists, so I demand my winnings.
Can you help me?
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1 year ago
Dear ventronigiovanni3,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with IviBet Casino.
Please understand opening multiple accounts is prohibited in most online casinos. Consequences for breaching this rule might range from account closure to confiscation of a player's balance.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please explain under which circumstances you closed your previous account?
- How much did you deposit overall on your new account?
- How much did the casino return to you already?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, 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,
Tomas
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1 year ago
TranslationMy account was closed a year ago due to my request for self-exclusion. A few weeks ago I made a new registration, depositing a total of around 1600 euros and winning a total of 13000 euros. After the confiscation of the entire winnings, the casino returned to me the various sums I had paid at various times.
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However, as I explained to them and they also confirmed, if my old account is closed it cannot be a duplicate but only if both were active and both used, for example at the moment they are both closed, if I wanted to play I must necessarily open a new one since the old ones can no longer be opened and then another thing, why did they never block me as long as I was losing, as well as when registering they examined all the documents without problems?
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1 year ago
Dear ventronigiovanni3,
Registration of new account after your old one is blocked is against the rules, and may result in account closure and balance confiscation.
From our point of view if the casino returned your deposits, it's the best case scenario for you in this situation.
Deliberately opening a new account will circumvent your self-exclusion and is against the rules, which means we can't assist you in recovering your winnings.
Please let me know if there is any information I might have overlooked, otherwise I'll close the complaint as unjustified.
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1 year ago
TranslationThe old account was not blocked but only closed and at my request and with temporary self-exclusion not permanent a few weeks ago I asked for reopening but not going through I said that I would then open another account and they did not say anything also because if you try to open another account with the same documents you cannot move forward instead it did not give me any problems with registration how is this possible?
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1 year ago
Thanks for your reply.
After careful consideration of the situation, we won't be able to help. Circumventing the casino's decision to keep your account closed, you also break the casino rules of one account per person. Consequences in any online casino will be mostly the same. I advise you to not attempt to create multiple accounts in the future in any online casino.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
