Ivy Casino - Player’s account has been closed indefinitely.

I had come off Gamstop in August 2025.

proceeded to play with Ivy Casino and won a significant amount of money. My account kept getting closed due to safer gambling issues where I had to carry out calls and send over my bank statements.

this was fine. I was spending a significant amount of money.

On 6 September they asked me to provide two months worth of bank statements.

On 7 September, I won £5k. After this time they closed my account due to safer gambling issues, I wasn’t informed via email I found this out in the chat.

On 9 September, I recieved an email stating ‘verification complete’ to that affect no safer gambling call was carried out nor had I provided bank statements. Later on that day when the account was reopened I got a call where I was just congratulated on my winnings. No talks no nothing.

they let me spend over £5k in a week. For them in the 16th September they closed my account indefinitely citing safer gambling issues and also the fact that I hadn’t provided them with bank statements?

I have requested a refund to where I recieved quite threatening emails from them.. accusing me of fraud.

I genuinely believe that my deposits should be returned to me.

i can provide everything you need.

many thanks.

alex.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ivy Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• On what basis are you requesting a refund of your deposits from the casino? Would you be able to provide the complaint submission addressed to the casino's dispute department?
• Have you informed the casino of any acute gambling-related issues, such as that you are struggling with your gambling sometime around the time your account was temporarily restricted?
• Send emails or chat transcripts to my email at tomas@casino.guru for review to support your claim.

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

Best regards,

Tomas

Hi Tomas,

I have sent you the email chain over to you.

you will see my arguments clearly.

i can send over bank statements if you need them too.

kind regards.

Thanks for your patience.

I went over the communication you exchanged with the casino's compliance officers, Matt and Krieger. Please note we are unable to confront the casino based on the procedural mismatch you are describing, as these procedures themselves are not crucial to responsible gambling features we believe are mandatory. Please allow me to ask you further questions:

• Could you please share more insight into the circumstances that led to your self-exclusion in September?
• Have you communicated with the casino regarding responsible gambling concerns at that time?
• Please share any relevant information with me here or via email at tomas@casino.guru

Looking forward to your reply.

If you don’t mind me saying.. I can’t understand how they can reopen my account when they have requested the bank statements coming from the source of funds.

they closed my account because I hadn’t provided the bank statements to them so they flagged it as a safer gambling risk?

they called me for a chat when I won £5k and asked me what I was doing with the money. Yet my account was closed three days ago due to safer gambling concerns and there were not even discussed with me.

Thanks for sharing your point of view.

I am unsure how your response answers my questions.

Kindly provide the details regarding the account closure made on September 7th.

Who initiated the closure of your account? Based on what signal or justification?

If you have evidence of what happened at that time, please share it with me.

I apologize for the inconvenience. Thanks in advance for your cooperation.

Hello. On the 7th September: I won £5000.

I withdrew the funds and a few hours later went to go on my account and it said that my account was blocked.

May I add at this point I had no communication from the casino that my account was closed/blocked.

i managed to speak to the live chat and the customer service advisor confirmed that my account was closed due to safer gambling concerns and that I needed to speak with the safer gambling team before my account was reopened.

i sent various messages saying that I can call anytime.

on the 9th September I had received an email from them saying that ‘Verification Complete’ and at this point my account was reopened.. this was prior to the Safer Gambling call.

The safer gambling call took place several hours later and there were no discussions about safer gambling just a congratulations on your win and what you spending your money on.

my account was then reopened and I was allowed to spend £5000 in that period.

my account was then permanently closed on the 15th and was not allowed to be reopened until I had provided 2 months worth of bank statements that they had requested prior to the account closing.

There were clear safer gambling risks and they failed to safeguard me and that money should not have been allowed to be placed and my account should have remained closed.

many thanks.

Thanks for sharing these details with me.

Regardless of the reason your account was closed, we can't conclude that the casino ought to protect you from spending your deposits or your winnings. Without disclosure of gambling issues or a disclosure of struggle to control your gambling, you were fully responsible for your play from our point of view. Sadly, there is not enough reason for us to pursue a refund of your deposit or winnings.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. 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 problems with any online 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.