The player from Mexico experienced issues with his first deposit promotion, as his deposit was not credited and he received conflicting information about wagering requirements. He was unable to wager his bonus and felt that he had not received a fair response from customer service regarding his situation. We informed him that since he had used his deposit balance before the bonus was credited, it was generally not possible to retroactively apply the bonus. As there was no clear proof that the bonus had been activated or that valid winnings were withheld, the complaint was outside the scope of our resolution process and was therefore rejected.
IviBet Casino - Player's deposit bonus is delayed.
Closed
Our verdict
Other
Amount: Mex$167
IviBet Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Translation
Hi, this is about the first deposit promotion, which is supposed to match 100% of your deposit. I made my deposit, but it wasn't credited to my account at any point. I also thought they had live chat, which they don't, or at least I couldn't find it. I sent them an email, and they didn't reply until the next day. They told me that to claim the bonus, I couldn't have wagered the amount I deposited. This doesn't seem right to me because I made the deposit, and it wasn't my fault since I activated the promotion. I would like my deposit bonus credited; I'm not demanding a refund, just the bonus. I also won a bonus of 50 free points, which I've already used. The bonus is worth $269 with a 40x wagering requirement, but it won't let me wager the bonus. I contacted them, and they still haven't responded. Honestly, it's not fair, especially since the bonus... The deposit bonus should have been granted to me from the moment I made it, and like everything else, I played my deposit. Then the next day they told me I didn't have to play my deposit, and on top of that, they let me bet two of the free spins without even making a deposit, but now they won't let me bet what I won from those spins, and they haven't even given me a reason why.
Automatic translation:
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4 weeks 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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4 weeks ago
Hello,
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 clarify which bonus you intended to activate? Please post a link or promo code you used to activate the offer here in this thread.
- Did the casino clarify why the bonus wasn't credited to you?
- Have you already played with your deposit, please?
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,
Attila
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4 weeks ago
TranslationHello
First I wanted to activate the 100% bonus on my first deposit
Unfortunately, the link doesn't appear in my bonus history section or anywhere else, as I wasn't officially awarded the bonus. However, it is the First Deposit Bonus, which offers a 100% match, and if you deposit $350 MXN, you also get 100 free spins.
No, they didn't clarify it for me; they just told me that once I used my deposit, I wouldn't be granted the bonus anymore.
If I used my balance
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3 weeks ago
Thanks for the detailed explanation.
Given that you utilized the deposit money related to the bonus, it is often technically impossible to retroactively credit any bonus in most instances.
Please note that at Casino Guru, we can only intervene in cases where there is clear proof that a bonus was correctly activated according to the casino’s rules and was later unfairly removed, or where valid winnings were withheld. In this situation, such evidence is unfortunately missing.
As no confirmed winnings were confiscated and the bonus was not successfully activated, this matter falls outside the scope of what we can resolve through our complaint process. For these reasons, the complaint will be rejected.
I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible. Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
Best regards,
Attila
