IviBet Casino - Player’s withdrawal is delayed.

Ivibet casino is refusing to process my withdrawal. I already sent them all the documents they requested and sent them multiple copy of my selfies.

I believe they are being unreasonable and unnecessarily delaying my withdrawal, I did my best to cooperate with their verification request, yet there's no progress . At this point, I feel that the verification process have become excessive, and I would appreciate your assistance in reviewing this matter. Thank you!

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which documents have you submitted to the casino for account verification so far, and when exactly did you submit the most recent document?
• Have any of your documents been reviewed and approved by the casino's relevant department?
• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus?
• When was the last time you communicated with the casino regarding your account verification? Have you been asked to submit any additional documents recently?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

• I submitted my ID, proof of address and selfies with my ID.
• Yes, some of my documents were approved by the casino.
• I played a slot game, and yes, I played with a bonus.
• My last communication with the casino was on June 25. And they asked me to send another selfie, even I already provided multiple selfies previously.

Thank you for your reply.

• Please forward me the most recent communication between you and the casino's customer support regarding the verification requests at veronika.f@casino.guru. Kindly also include any documents that have not yet been approved for KYC purposes.
• Additionally, please send me a link or a screenshot of the bonus you activated and played with to accumulate your winnings.

Thank you for your patience and cooperation.

Dear user1243,

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.

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,
Veronika
Casino.Guru

We’ve reopened this complaint at the request of user1243. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear user1243,

• Please forward me the most recent communication between you and the casino's customer support regarding the verification requests at veronika.f@casino.guru. Kindly also include any documents that have not yet been approved for KYC purposes.
• Additionally, please send me a link or a screenshot of the bonus you activated and played with to accumulate your winnings.

Hi,

I've responded to the email you provided. Thank you!

Dear user1243

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear user1243,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite IviBet Casino representative to join this conversation.

Dear IviBet Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

Dear all,

Please note that the player is required to upload a new Selfie verification photo in better quality.

The selfie must clearly show both of the player's hands: one hand holding a sheet of paper with the required numbers (the information regarding these numbers was previously provided to the player), and the other hand holding their passport. All details visible on the passport must be clearly readable.

The last Selfie verification photo was uploaded by the player more than one month ago and was rejected with the reason: "Please upload a photo of the document in better quality, with all details clearly visible."

Since then, no further documents have been uploaded to the account. Additionally, there is currently no active withdrawal request on the account. The last withdrawal request was submitted on 2026-05-08 05:33:41 UTC and was cancelled on the same day with a request for the required documents.

Best regards,

IviBet Casino

Dear user1243,

Based on the casino’s response and the photographs provided, please upload one newly taken selfie directly through your casino account.

The photo must clearly show both of your hands: one holding your passport and the other holding the paper with the requested numbers. Please ensure that your face, both hands, the numbers, and all passport details are clearly visible and readable in the same photograph.

Please notify me, when you will be able to submit the new photograph based on casino's requirements. If it gets rejected again, please forward me the submitted photo and communication with the casino.

Thank you for your cooperation.

Ok. I will send the requested photo.

Dear user1243,

Please notify me, when you receive any update in your verification or withdrawal process.

Thank you.

Ok.

Dear user1243,

Have you received any update?

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.

Hi, I submitted another selfie as requested by the casino, but unfortunately, it was rejected once again. This has become a very frustrating experience, and I’m honestly not sure what else they require from me.

Dear user1243,

Please forward me the rejected selfie to miroslava.d@casino.guru for review.

Thank you.

Hi Mirka, I've forwarded the selfies to the email. Thank you!

Dear user1243,

Unfortunately, the selfies you provided are of low quality, and the text on the ID is not clearly readable. Could you please retake the photos using the best quality possible? If necessary, using a different device may help. Once you have the new images, kindly forward them to me after you have submitted them to the casino.

Thank you for your cooperation.

Ok. I’ll send a new selfie as soon as I can and I'll forward it to you.

Dear user1243,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the requested selfies in the given timeframe or don’t require any further assistance, we will reject the complaint.

Hi Mirka, I’ve forwarded the selfie to your email. Thank you.

Dear IviBet Casino,

Can you please provide us with an update on the player's verification and withdrawal process?

Thank you.

Dear all,

Please note that the player is required to upload a new Selfie verification photo in better quality.

The selfie must clearly show both of the player's hands: one hand holding a sheet of paper with the required numbers (the information regarding these numbers was previously provided to the player), and the other hand holding their passport. All details visible on the passport must be clearly readable.

The last document was uploaded by the player on 2026-09-07 and was rejected with the reason: "Please upload a photo of the document in better quality, with all details clearly visible."

Since then, no further documents have been uploaded to the account. Additionally, there is currently no active withdrawal request on the account. The last withdrawal request was submitted on 2026-05-08 05:33:41 UTC and was cancelled on the same day with a request for the required documents.

Best regards,

IviBet Casino

Dear IviBet Casino,

I reviewed the latest selfie submitted by the player. The photograph appears to show the player’s face, at least part of both hands, the passport and the requested handwritten numbers clearly in one image, and the principal passport details appear reasonably readable.

Could you please arrange a manual review and identify precisely which information cannot be verified from this photograph? A general request for "better quality" does not explain what the player needs to correct.

If the photograph still cannot be accepted, please offer the player a practical alternative, such as a live video-verification call, so the verification process can be completed without repeatedly requesting substantially similar selfies.

Thank you.

Dear all,

The latest Selfie verification document was accepted on 2026-09-17 at 04:09:57 UTC.

Regarding the withdrawal, the most recent withdrawal request was created on 2026-09-17 at 02:25:14 UTC and was cancelled on 2026-09-17 at 08:46:35 UTC with a request from the AML Team to upload an alternative identity document.

Currently, there are no active withdrawal requests on the account, and the requested alternative identity document has not yet been uploaded.

In this case, an "alternative identity document" means one of the following:

ID card — photos of both sides provided separately;

Driver's Licence — photos of both sides provided separately.

If the player is unable to provide either of these alternative documents, we kindly suggest contacting us via Live Chat or by email at support@ivibet.com and informing us accordingly. This information will then be forwarded to the AML Team for further consideration.

Additionally, we have reviewed all previously rejected Selfie verification uploads. Only the latest selfie met all the required verification standards. The requirement is that all elements must be clearly visible and readable, including the player's face and hands, the handwritten sheet with the required numbers, and all relevant details on the passport. The information on the documents and the handwritten numbers must not be blurry or unclear.

Once the requested alternative identity document has been provided, or the player has contacted us regarding their inability to provide one, we kindly suggest submitting a new withdrawal request. This may help to speed up the review and processing of the withdrawal.

Best regards,

IviBet Casino

Dear user1243,

Please notify me, when you will be able to submit the requested documents to the casino.

Thank you.

Hi Mirka, I’ve uploaded the documents requested by the casino. I’m just waiting for their response.

Dear IviBet Casino,

We will be waiting for your update regarding the player's submitted documents.

Dear all,

As we can see, the player’s latest payout was successfully processed on October 1.

Best regards,

IviBet Casino

Dear user1243,

Can you please confirm, if you have received the full disputed amount by now? Feel free to use the 'resolved' button.

Hi Mirka, I have received the withdrawal as per Ivibet. Thank you so much for all your help!

Dear user1243,

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,

Mirka

Casino.Guru