The player from Brazil had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn’t been obtained up to that day. He had been asked for additional KYC verification, including a photo of him holding his ID and a paper with randomly chosen numbers, while the withdrawal remained pending. The complaint was resolved after he confirmed the issue had been settled, so we marked it as resolved in our system.
IviBet Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: 11,180 R$
IviBet Casino
Safety Index 7.0 Above averageCase summary
Discussion
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2 weeks ago
Translation
Complaint Against Ivibet – Constant Withdrawal Delays and Excessive Requests for Documents
I would like to file a complaint against Ivibet due to the extremely disrespectful and, in my opinion, abusive way in which they are handling my withdrawal.
I made a total of R$ 4,000 in deposits, broken down as follows:
R$ 500
R$ 1,000
R$ 1,000
R$ 1,500
After making the deposits, I played the JetX game and managed to increase my balance to approximately R$ 11,180.
Up until the moment I requested the withdrawal, I had no issues with the platform. The problem began precisely when I tried to withdraw my money.
It’s been 4 days now, and Ivibet has been imposing a series of requirements and delays. About every 12 hours, the withdrawal is denied or not processed, and they request a new document.
So far, I have submitted:
Proof of all deposits made on Ivibet;
A complete bank statement for the last month;
Proof of residence, including an electricity bill;
A photo of my ID;
A photo of me holding the ID next to my face, with both arms visible;
A photo of me holding the ID in one hand and, in the other hand, a sheet of paper containing the numbers requested by Ivibet itself.
Even after providing all this documentation, they are now requesting another proof of residence.
What I find most absurd is that Ivibet doesn’t request all the necessary documentation at once. They make a request, I send the document, wait about 12 hours, and then a new requirement pops up.
This has been going on for 4 days now.
I fully understand that a casino may carry out KYC procedures, identity verification, and proof of the source of funds when necessary. I am not refusing to cooperate with any legitimate verification.
The problem is the way this process is being handled.
If they need certain documents, why don’t they request them all at once and complete the verification? Why does a new requirement pop up every 12 hours?
This situation clearly gives me the impression that they are using a tactic to delay payment, possibly hoping that the player will become frustrated, cancel the withdrawal, and use the balance to gamble again—and eventually lose the money.
I want to make it absolutely clear that I have no intention of gambling again while my withdrawal is pending. No matter how long it takes, I will not use this balance to continue betting. I just want to receive the money that is available in my account.
I have already shown complete willingness to cooperate with the verification process and have provided an extremely large number of documents and photos to prove my identity, residence, and the deposits I’ve made.
The amount I’m trying to withdraw is approximately R$ 11,180.
Therefore, I’d like to ask Casino Guru to help mediate this situation with Ivibet and verify whether this process is being handled fairly and reasonably.
If Ivibet truly needs additional documents to complete the KYC process, I have no problem providing them. What I do not find acceptable is receiving a new request every 12 hours, indefinitely delaying a withdrawal that should be processed once the verification is complete.
I hope that Casino Guru can review the case, contact Ivibet, and help me receive my balance of R$ 11,180 as soon as possible.
I am willing to provide Casino Guru with all the supporting documents, screenshots of conversations, document requests, and deposit receipts necessary to substantiate everything I am reporting.
Automatic translation:
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2 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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2 weeks ago
Dear mauaspera,
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,
Complaints Resolution Center
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2 weeks ago
TranslationTo update my information, they asked me for another photo of me holding my ID and a piece of paper with random numbers that they themselves chose on the other one. This time, they didn't cancel the withdrawal—it's still pending—but they asked for this additional photo... I'm already feeling like a clown...
Automatic translation:
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear mauaspera,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Jean
