IviBet Casino - Player's withdrawal is delayed due to document issues.

First and second deposit via apple pay 500 euros in total. For withdrawals, this method does not exist, so another deposit of 10 euros was made via debit card so that withdrawals could be made. I make a withdrawal and receive this email

I'm uploading these two photos because at my bank the transaction receipt has different dates due to the clearing date. It certainly has all the other required information and also has a transaction code, so I sent a second document which is essentially the payment receipt with the date and exactly the same transaction code.

and again they ignored her by sending exactly the same email and insisting that the transaction time should also be shown. I explained to them many times that these are the documents offered by the bank in Piraeus where the transaction took place and they prove exactly what they want. There is no document with the exact time. So they will either accept them or ask for something different that this bank has. And I have not been able to get far after many conversations with customer support via live chat. Please help me. Last screenshot showing the difficulties I am experiencing with live support while between each message there is a pause of at least 5 minutes

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Dear Kar1olaras2642,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand your situation and assist you accordingly, I would appreciate it if you could provide some more details regarding your issue:

• Did you play with bonus money or free spins?
• Have you made successful deposits and withdrawals in the past?
• What specific details does the casino require that are missing from your submitted documents?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Dear Kar1olaras2642,

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.

Good evening, tomorrow I have an appointment with my bank to issue me two transactions with the time and exact dates of my deposits, which I will send to the platform and I will keep you informed of the response.

Good afternoon. I received the necessary documents from the bank, they approved them and after a month of trying and endless documents I thought I had succeeded. I made a withdrawal request and after 3 days (unbelievable timing but finally) they rejected it because they could not process card payments due to their issues. Do you understand? When I asked in the live chat they informed me that while there is support for withdrawal by bank transfer, it is something that has not been working for a while.

I really don't know what to do. It's unthinkable that they wouldn't let me withdraw about 750 euros and do such things to me.

Dear Kar1olaras2642,

Thank you for your reply and for providing the previous details.

I’m sorry to hear about your withdrawal issue. It's important to understand that the casino doesn’t have complete control over the payment methods that are offered. Several factors can influence this, such as the licensing authority, geographical location, contracts with payment providers, and bank restrictions. Please note that just because a payment method is available for deposits, it doesn’t necessarily mean it will also be available for withdrawals. Additionally, payment methods can be discontinued at any time, and unfortunately, casinos may be limited in their ability to offer certain options.

• Could you please clarify the following:
• Have you made any successful withdrawals in the past?
• Have you been informed about any alternative methods to withdraw your winnings?
• Was your account successfully verified previously?

Furthermore, could you provide any additional communication from the casino regarding the status of your withdrawal? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation. I look forward to your response.