The player from Costa Rica had requested a withdrawal a month ago and had made three additional withdrawals totaling 700,000 Costa Rican colones over 48 hours prior. Despite having provided all necessary verification documents, he continued to face delays and was still waiting for the funds to be processed. The Complaints Team explained that withdrawal delays could occur due to KYC verification or high withdrawal volumes and advised patience and cooperation with the casino. After extending the response time, the complaint was closed due to the player's lack of communication, with the option to reopen if he resumed contact.
IviBet Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: ₡700,000
IviBet Casino
Safety Index:Above averageCase summary
Discussion
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3 weeks ago
Translation
Over 48 hours ago, I made three withdrawals totaling 700,000 Costa Rican colones. Every time I contact them via chat, they tell me they're experiencing high demand, but no betting site takes that long to process. They also asked me for all sorts of verification documents, and even though they approved it, I'm still waiting for the money they don't want to pay me.
Automatic translation:
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3 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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3 weeks ago
Hello,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Attila
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1 week ago
Dear Aldo1993,
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 days 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
