The player from Hungary reported that his account had been closed without reason, and he believed that his winnings had been taken. The Complaints Team attempted to gather more information from him regarding his account and the circumstances of the closure but faced a lack of response. Consequently, the complaint was closed for the time being, with the option for the player to reopen it in the future if he chose to resume communication.
IvyBet Casino - Player’s account has been closed.
Closed
Our verdict
Player stopped responding
Amount: €50
IvyBet Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Important notice:
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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.
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1 month ago
Dear samatto,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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1 month ago
Mostly sports betting, I've already received a payout from there, I haven't used the bonus much. That's why it's incomprehensible, I've only played with minimal amounts in the last two weeks, and only on big league matches
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1 month ago
Dear samatto,
thank you for your reply.
Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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3 weeks ago
Dear samatto,
thank you for your reply.
- Do I assume correctly that your account closure is related to sports betting?
- Since you have received a payout from the casino, is it safe to assume that you did not have any balance at a time of account closure, please?
Looking forward to your reply,
Katarina
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2 weeks ago
Dear samatto,
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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1 week 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,
Katarina
Casino.Guru
