IvyBet Casino

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hectorcamorra8

Bronze

Spain

Public

1 month ago

Original

Translation

I am filing this complaint against Ivybet (23ivybet32.io) due to serious problems with my account balance, withdrawal cancellation, and inconsistent movements in my history.

Case summary:

- I requested a withdrawal of approximately €705.68, but Ivybet cancelled the withdrawal and only returned around €555 to me, without giving any clear or justified explanation.

- The casino claimed that a previous deposit was returned by the bank, but all deposits were credited correctly and were playable.

- After the cancellation, I continued playing and made four additional deposits of €100 each (€400 in total), which I subsequently lost. This situation was deceptive and led me to continue playing under unclear conditions.

- My history shows a bet on March 6 (€1 → €20 winnings) that **I did not place**.

- There are inconsistencies in the account history and balance adjustments.

- The charges on my card do not clearly correspond to Ivybet.

- Ivybet restricts players from Spain according to its terms, but it still allowed me to register, deposit and play.

Available evidence:

- Screenshots of deposits made

- Capture of the cancelled withdrawal and partial balance returned

- Chats with casino support

- Emails sent to Ivybet

- Account history showing the unplaced bet

Solicitous:

- A full review of my account by Casino Guru

- A clear and documented explanation of all balance adjustments

- The refund of the unpaid withdrawal amount (€705.68) plus the deposits made subsequently under deceptive conditions (€400), less any legitimate profit obtained

I have tried to resolve the situation directly with Ivybet without success and I am willing to provide any additional evidence that may be necessary to support my case.

Thank you for your help.

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Public

Tomas

Complaint Specialist

Public

1 month 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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Tomas

Complaint Specialist

Public

1 month ago

Hello,

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

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

Do you have access to your player's account?
Could you please share screenshots of your deposits that occurred since the deposit that led to your win?
Did you achieve your current balance with the help of a bonus?
Have you checked your bank account for any returns or unprocessed transactions in relation to the casino? What have you learned?
Could you please share with me your communication with the casino regarding the confiscation and unprocessed deposit? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

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hectorcamorra8

Bronze

Spain

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1 month ago

Original

Translation

Dear Tomás,

Thank you very much for your response and for reviewing my case.

I will now answer all your questions:

1. Yes, I currently have access to my player account.

2. I have attached screenshots of the deposits made. I made four €100 deposits after the withdrawal was cancelled, in addition to the previous deposits that formed the initial balance.

3. I have no clear record of having used an active bonus at the time of the withdrawal. In any case, the system allowed me to request the withdrawal, which is normally only possible when there are no outstanding wagering requirements or they have been cancelled.

4. I have checked my bank account and there are no records of any refunded deposits from the bank. All payments were authorized correctly and reflected as valid charges.

5. I am also attaching screenshots of:

- Conversations with casino support

- The cancelled withdrawal (€705.68)

- The refunded balance (~€555)

- Emails exchanged with the casino

Furthermore, I want to highlight two important points:

- The casino claims that a deposit was returned by the bank, but this makes no sense, as the funds were credited, used to play, and no refund was ever reflected in my bank account.

- My history shows a bet (€1 with a €20 profit) that I did not place, which raises doubts about the integrity of my account transactions.

I believe that the cancellation of the withdrawal, the partial refund of the balance, and the inconsistencies in my account are unjustified, and I request a full review of the case.

I remain at your disposal for any further information you may need.

Thank you so much for your help.

Sincerely,

Hector ****

Edited by a Casino Guru admin

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Public

hectorcamorra8

Bronze

Spain

Public

1 month ago

Original

Translation

Attached is the casino's response:

Your withdrawal may have been cancelled because you have exceeded the daily or account withdrawal limits, or because additional verification is required according to our Terms and Conditions. When a withdrawal is cancelled by us, the corresponding amount will be returned to your balance.

If you've only received a refund of €555 instead of the €705.68 you requested, it could be because part of your balance was subject to restrictions, active bonuses, or other account-specific reasons. We recommend checking if you have any active bonuses or if part of your balance was blocked by a promotion.

If you need more detailed information about your specific case, please contact our support team and provide your username so we can review your history and give you a personalized response.

We understand your concern and want to clarify the situation. When a withdrawal is canceled, the corresponding amount is returned to your balance. If you haven't received the full amount of €705.68, it may be because part of your balance was subject to restrictions, active bonuses, or outstanding wagering requirements. It's also possible that part of your balance was blocked due to a specific promotion or account condition.

We recommend checking if you have any active bonuses or if part of your balance was blocked. If you need a detailed review of your case, please contact our support team, providing your username so we can review your history and give you a personalized response. We're here to help and ensure everything is handled transparently.

When a withdrawal is canceled, the corresponding amount is returned to your balance. If you were only refunded €555 instead of €705.68, it's possible that part of your balance was subject to restrictions, active bonuses, or outstanding wagering requirements. It could also be because part of your balance was blocked due to a specific promotion or account condition.

To review your case in detail and provide a specific explanation regarding the difference in amount, we recommend contacting our support team and providing your username. This will allow us to review your history and give you a personalized response. We want to ensure everything is handled transparently and help you resolve any questions you may have.

No, pending bonuses are not automatically canceled to allow you to make a withdrawal. If you have active bonuses, you must first meet the wagering requirements or manually cancel the bonus before you can withdraw funds. Please note that if you cancel the bonus before completing the wagering requirement, both the bonus and any winnings earned with it will be forfeited.

To manage your bonuses, go to the "Bonuses" section in your profile and cancel the bonus if you wish. Remember that you can only make a withdrawal after canceling or completing the bonus.

Your withdrawal may have been cancelled if you exceeded the daily or account limits, or if additional verification is required according to our Terms and Conditions. When this happens, the withdrawal is not processed, and your balance may be affected if there were active bonuses or blocked funds.

Furthermore, if you had an active bonus and you cancelled it or started playing with it, both the amount blocked by the bonus and any winnings obtained with it are cancelled and are not added to your available balance.

We recommend reviewing your transaction history in your profile (Profile → History → Transaction History) for details about the cancellation and balance changes. If you need more specific information about your case, please contact our support team so they can review your account in detail.

We're very sorry you feel this way. Our goal is to offer a transparent and secure service to all our users. If you have any questions or concerns about your balance, withdrawals, or any other activity on your account, we're here to help and clarify any situation. Please don't hesitate to contact our support team so we can review your case in detail and provide a solution as soon as possible. Your satisfaction and trust are very important to us.

We regret that you are dissatisfied with our service. We assure you that we always act in accordance with current regulations and our Terms and Conditions. If you have a complaint or believe there has been an error, we encourage you to contact our support team so we can review your case and provide you with all the necessary information. We are here to help you and resolve any issues you may have.

Adjunto respuesta del casino:

La cancelación de tu retiro puede deberse a que has superado los límites diarios o de cuenta para retiros, o porque se requiere una verificación adicional según nuestros Términos y Condiciones. Cuando un retiro es cancelado por nuestra parte, el importe correspondiente se devuelve a tu saldo.

Si solo se te han devuelto 555 euros en lugar de los 705,68 euros solicitados, puede deberse a que parte del saldo estaba sujeto a restricciones, bonos activos, o a otros motivos específicos de tu cuenta. Te recomendamos revisar si tienes algún bono activo o si parte del saldo estaba bloqueado por alguna promoción.

Si necesitas información más detallada sobre tu caso concreto, por favor contacta con nuestro soporte indicando tu usuario para que podamos revisar tu historial y darte una respuesta personalizada.

Entendemos tu preocupación y queremos aclarar la situación. Cuando un retiro es cancelado, el importe correspondiente se devuelve a tu saldo. Si no se te ha devuelto el importe completo de 705,68 €, puede deberse a que parte del saldo estaba sujeto a restricciones, bonos activos, o a requisitos de apuesta pendientes. También es posible que una parte del saldo estuviera bloqueada por alguna promoción o condición específica de tu cuenta.

Te recomendamos revisar si tienes algún bono activo o si parte del saldo estaba bloqueado. Si necesitas una revisión detallada de tu caso, por favor contacta con nuestro soporte indicando tu usuario para que podamos revisar tu historial y darte una respuesta personalizada. Estamos aquí para ayudarte y asegurarnos de que todo se gestione de manera transparente.

Cuando un retiro es cancelado, el importe correspondiente se devuelve a tu saldo. Si solo se te han reembolsado 555 € en lugar de los 705,68 €, es posible que parte del saldo estuviera sujeto a restricciones, bonos activos o requisitos de apuesta pendientes. También puede deberse a que una parte del saldo estaba bloqueada por alguna promoción o condición específica de tu cuenta.

Para poder revisar tu caso en detalle y darte una explicación concreta sobre la diferencia en el importe, te recomendamos ponerte en contacto con nuestro soporte indicando tu usuario. Así podremos revisar tu historial y darte una respuesta personalizada. Queremos asegurarnos de que todo se gestione de manera transparente y ayudarte a resolver cualquier duda.

No, los bonos pendientes no se cancelan automáticamente para permitirte hacer un retiro. Si tienes bonos activos, primero debes cumplir con los requisitos de apuesta o cancelar el bono manualmente antes de poder retirar fondos. Ten en cuenta que si cancelas el bono antes de completar el requisito de apuesta, tanto el bono como las ganancias obtenidas con él se perderán.

Para gestionar tus bonos, puedes ir a la sección de "bonos" en tu perfil y cancelar el bono si lo deseas. Recuerda que solo después de cancelar o completar el bono podrás realizar el retiro.

Tu retiro puede haber sido cancelado si superaste los límites diarios o de cuenta, o si se requiere una verificación adicional según nuestros Términos y Condiciones. Cuando esto ocurre, el retiro no se procesa y el saldo puede verse afectado si había bonos activos o fondos bloqueados.

Además, si tenías un bono activo y lo cancelaste o comenzaste a jugar con él, tanto el importe bloqueado por el bono como las ganancias obtenidas con él se cancelan y no se suman a tu saldo disponible.

Te recomendamos revisar tu historial de transacciones en tu perfil (Perfil → Historial → Historial de transacciones) para ver detalles sobre la cancelación y los movimientos de saldo. Si necesitas más información específica sobre tu caso, por favor contacta con nuestro equipo de soporte para que puedan revisar tu cuenta en detalle.

Lamentamos mucho que te sientas así. Nuestro objetivo es ofrecer un servicio transparente y seguro para todos nuestros usuarios. Si tienes alguna duda o inquietud sobre tu saldo, retiros o cualquier movimiento en tu cuenta, estamos aquí para ayudarte y aclarar cualquier situación. Por favor, no dudes en contactar con nuestro equipo de soporte para revisar tu caso en detalle y darte una solución lo antes posible. Tu satisfacción y confianza son muy importantes para nosotros.

Lamentamos que te sientas insatisfecho con nuestro servicio. Te aseguramos que actuamos siempre conforme a la normativa vigente y nuestros Términos y Condiciones. Si tienes alguna reclamación o consideras que ha habido un error, te animamos a ponerte en contacto con nuestro equipo de soporte para revisar tu caso y proporcionarte toda la información necesaria. Estamos aquí para ayudarte y resolver cualquier incidencia que puedas tener.

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Public

Tomas

Complaint Specialist

Public

1 month ago

Thanks for the detailed responses.

Have you checked your bonus history in order to learn whether any bonuses were active or if any max cashout limit affected your balance?
Around the time of the incident, were any bonuses activated based on the records available to you? Kindly share the relevant screenshots for us to review.
Kindly include the correspondence between you and the casino regarding the deposit refund and the date it was supposedly returned.

When submitting communication, please provide screenshots, chat transcripts, or emails exchanged between you and support instead of copying text.

My email is tomas@casino.guru

Thanks in advance for your cooperation.

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hectorcamorra8

Bronze

Spain

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1 month ago

Original

Translation

Dear Tomás,

Thank you for your follow-up.

I've checked my bonus history and there's no clear record of me having an active bonus at the time I requested the withdrawal. In any case, the system allowed me to submit the withdrawal request, which is normally not possible if there are outstanding wagering requirements.

Nor have I found any evidence that a maximum withdrawal limit was applied that would justify the difference between the €705.68 requested and the approximately €555 returned.

I have attached screenshots of the bonus history and account for your review.

Regarding the alleged deposit refund mentioned by the casino:

- I have checked my bank account and there is no refund or return of any deposit.

- All payments were authorized and processed successfully.

- The casino has not provided me with any clear proof or specific date of said alleged refund.

I have also attached screenshots of:

- The communication with the casino where they mention the supposed refund

- Chats with support

- Emails exchanged

Furthermore, I want to highlight a particularly worrying fact:

- In my account history there appears a bet placed on March 6 (€1 with a profit of €20) that I never made.

- This calls into question the reliability of the gaming history and the balance adjustments made by the casino.

I believe the casino's explanation is inconsistent, as the funds were credited, used for gambling, and no refund was ever reflected in my bank account.

I remain at your disposal for any further information.

Thank you so much for your help.

Sincerely,

Hector ****

Edited by a Casino Guru admin

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hectorcamorra8

Bronze

Spain

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1 month ago

Original

Translation

I've attached more screenshots.

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Tomas

Complaint Specialist

Public

4 weeks ago

Thanks for the clarification.

Have you checked the records for your deposit made on January 3rd or on March 1st as well?
How is it displayed in the casino's records?
How does it appear on your bank statement from that time? Is the transaction successful from your point of view?

Please let me know. I apologize for the inconvenience.

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hectorcamorra8

Bronze

Spain

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4 weeks ago

Original

Translation

Dear Tomás,

Thank you for your message.

I have reviewed the records of the aforementioned deposits:

- Both the deposit from January 3rd and the one from March 1st appear in my casino account as credited correctly and were used to play.

- In my bank statement, these transactions also appear as payments made successfully, without any subsequent return or refund.

From my point of view as a user:

The transactions were authorized by my bank

- The money was charged correctly

- There is no return record associated with those deposits.

Therefore, there is no evidence that the alleged "refunded deposit" mentioned by the casino actually occurred.

Attached are screenshots of:

- Casino deposit history

- Corresponding bank statement (hiding sensitive information)

I believe this demonstrates that the funds were valid and that the adjustment made by the casino is not justified.

I remain attentive to any additional information you may need.

Thank you so much for your help.

Sincerely,

Hector ******

Edited by a Casino Guru admin

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hectorcamorra8

Bronze

Spain

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4 weeks ago

Original

Translation

Dear Tomás,

Thank you for your message.

I have reviewed the records of the aforementioned deposits:

- Both the deposit from January 3rd and the one from March 1st appear in my casino account as credited correctly and were used to play.

- In my bank statement, these transactions also appear as payments made successfully, without any subsequent return or refund.

From my point of view as a user:

The transactions were authorized by my bank

- The money was charged correctly

- There is no return record associated with those deposits.

Therefore, there is no evidence that the alleged "refunded deposit" mentioned by the casino actually occurred.

Attached are screenshots of:

- Casino deposit history

- Corresponding bank statement (hiding sensitive information)

I believe this demonstrates that the funds were valid and that the adjustment made by the casino is not justified.

I remain attentive to any additional information you may need.

Thank you so much for your help.

Sincerely,

Hector ******

Edited by a Casino Guru admin

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hectorcamorra8

Bronze

Spain

Sensitive attachment

4 weeks ago

Original

Translation

I've attached more screenshots showing that both my bank and Ivybet subscribers have charged me.

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Tomas

Complaint Specialist

Public

3 weeks ago

Dear hectorcamorra8,

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, Michal (michal.k@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,

Tomas

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Michal

Complaint Specialist

Public

2 weeks ago

Hello hectorcamorra8,

I'm Michal, and I have taken over this complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite IvyBet Casino to join the conversation.

Dear IvyBet Casino,

Could you please provide a detailed clarification of the sequence of events, including the alleged "refunded deposit," as well as an explanation of why the player received only €555 instead of the original €705.68 after the withdrawal request was canceled?

We would appreciate a clear and comprehensive breakdown of this matter and look forward to your response.

If there are any relevant details or circumstances regarding this matter that cannot be shared publicly, I would appreciate it if you could provide them directly to me at michal.k@casino.guru for independent review.

Thank you in advance.

Public

IvyBet Casino

Casino representative

Public

1 week ago

Dear hectorcamorra8,

We have identified an issue related to a deposit you made on January 3, 2026, at 11:00 UTC. This deposit was returned by the bank while the funds were still credited to your casino balance. Subsequently, a withdrawal was processed on January 3, 2026, at 11:26 UTC. As a result, our team had to adjust your balance by subtracting the winnings associated with this deposit.

We appreciate your understanding in this matter.

Dear Michal,

We have sent you an email with further information. Please review it at your earliest convenience.

Best regards,

IvyBet Casino

Public

hectorcamorra8

Bronze

Spain

Public

1 week ago

Original

Translation

Dear Michal,

Thanks for the update.

I would like to clarify the following regarding the casino's response:

- I have checked my bank account again and confirm that there is NO refund or return of the deposit mentioned by the casino.

- All deposits were authorized, collected correctly and have not been reversed at any time.

- Therefore, there is no evidence that such a "returned deposit" actually occurred.

Furthermore, I would like to highlight several inconsistencies in the casino's explanation:

- If the deposit had actually been returned, the casino should have immediately blocked the funds, which did not happen.

- I was allowed to use the balance, continue playing and even request a withdrawal of €705.68.

- Subsequently, the withdrawal was cancelled and the balance adjusted without a clear or coherent explanation.

I also want to reiterate that my history shows a bet that I did not place (€1 with a €20 win), which raises even more doubts about the reliability of the casino's records.

Since the casino has not provided any concrete proof of the alleged refund (such as confirmation from the payment provider or transaction reference), I consider the balance adjustment made to be unjustified.

I would appreciate it if the casino could provide clear and verifiable proof of said refund.

Thank you so much for your help.

Sincerely,

Hector L***** A******

Edited by a Casino Guru admin

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Michal

Complaint Specialist

Public

1 week ago

Dear IvyBet Casino,

Thank you for your email. I have responded back with some additional enquiries and am awaiting your reply.

Dear hectorcamorra8,

Thank you for your response. Please provide your bank statement in original PDF format covering the period from January through the end of March 2026 for independent review at michal.k@casino.guru. Kindly ensure the document is unaltered and submitted in their original form, without any modifications or edits.

Public

hectorcamorra8

Bronze

Spain

Public

1 week ago

Original

Translation

Dear Michal,

I have sent the bank statement in original PDF format to your email for your independent review, as requested.

I look forward to your comments.

Thank you so much.

Sincerely,

Hector L***** A******

Edited by a Casino Guru admin

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Michal

Complaint Specialist

Public

2 days ago

Dear hectorcamorra8,

Thank you for providing the requested document.

Dear IviBet Casino,

I look forward to your response and remain hopeful that we can clarify the situation and move toward a resolution of this matter.

IvyBet Casino - Player’s withdrawal is cancelled and account shows inconsistencies.

Waiting for casino to reply

1d 18h 29m 46s

Case summary

IvyBet Casino has 1d 18h 29m 46s to reply