IvyBet Casino - Withdrawal of player's winnings has been delayed.

Hello CasinoGuru Team,

I would like to file a complaint regarding Ivybet Casino and the handling of my withdrawal and verification process.

On 04/02, I made three deposits via Apple Pay from two different credit cards in the amounts of €500, €1,200, and €2,000. I played mostly Blackjack and won approximately €15,400. I did not use any bonuses for this play, as I canceled all bonuses.

My account was initially verified and my ID card was approved.

Following this, I submitted three withdrawal requests in line with the casino’s withdrawal limits:

€500 on 04/02

€750 on 05/02

€750 on 06/02

On 07/02, Ivybet canceled all three withdrawals and suspended my account, requesting additional verification documents: Proof of Address and Proof of Income.

I provided a utility bill as Proof of Address, which was verified successfully.

I also provided my latest payslip and my tax income document as Proof of Income, after which Ivybet allowed me to request a withdrawal of €750.

However, on 08/02, this withdrawal was also canceled. Ivybet then requested proof of the transactions made to their casino (the three deposits).

Since then, I have fully cooperated and provided multiple documents:

Screenshots from my bank accounts showing the three transactions

PDF documents showing my card transactions with the transaction amounts

Additional screenshots from my e-banking showing my name and card numbers

Official PDF transaction statements from my bank

All of these documents were rejected. The casino claims that the statements do not show my name (only the card number), and when I provided additional documents proving the card belongs to me, they rejected them again, stating they require all information (cardholder name + card number + transactions) to appear on a single official document page.

My bank issues such a combined statement only once per month, which makes it practically impossible to provide this document immediately. Despite my full cooperation and providing all available official documentation, Ivybet keeps rejecting my documents and has suspended my account, preventing me from withdrawing my balance of approximately €15,400.

I believe Ivybet is intentionally delaying or obstructing the verification process, even though I have provided all reasonable and available documentation to prove the source of my deposits.

I am providing CasinoGuru with all relevant files and email/chat transcripts as evidence.

I kindly ask for your assistance in mediating this dispute and helping me receive my legitimate winnings.

Thank you in advance for your support.

Kind regards

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Dear boooge,

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

The main issue is that Ivybet keeps rejecting every document I submit to complete verification and reopen my account. I have fully cooperated and provided all the requested documentation, yet I am not even allowed to attempt any withdrawals.