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Prizes of €3,373 were canceled without any specific reason being given. No bonus was used with the previous deposits.

I received the following message when the corresponding payout was cancelled:

"Our security department has identified activity in your account, which is considered fraud.

In this regard, your account has been suspended and all winnings have been confiscated.

If in the future we find out that you have opened a new account in our casino, the accounts will also be closed and all funds confiscated.

Please log in to your account, make a withdrawal request, and after its approval, your account will be fully closed.

This decision was made by the management of our casino and is not subject to further consideration."

Ask for clarification and in particular research into the reasons for the deletion of the profits.

No terms and conditions were violated and the casino does not mention this. There is only one account at the casino in my name/with my identity.

Thank you in advance.

Ohne Angabe konkreter Gründe wurden Gewinne in Höhe von 3.373€ storniert. Mit den vorherigen Einzahlungen wurde kein Bonus genutzt.

Folgende Nachricht habe ich erhalten, als die entsprechende Auszahlung storniert wurde:

„Our security department has identified activity in your account, which is considered fraud.

In this regard, your account has been suspended and all winnings have been confiscated.

If in the future we find out that you have opened a new account in our casino, the accounts will also be closed and all funds confiscated.

Please log in to your account, make a withdrawal request, and after its approval, your account will be fully closed.

This decision was made by the management of our casino and is not subject to further consideration."

Bitte um Auflärung und insbesondere Erforschung der Gründe für das Löschen der Gewinne.

Es wurden keine AGB verletzt und vom Casino wird dies auch nicht erwähnt. Bei dem Casino existiert nur ein einziger Account auf meinen Namen/mit meiner Identität.

Danke vorab.

Dear ShakhtarD,

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 how much money the casino allowed you to withdraw? Was it your whole existing balance (€3,373)?

Do I understand correctly that the casino did not provide further explanation regarding this situation? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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,

Kristina

Hello Kristina,

Thank you very much for this first and quick feedback.

In fact, the casino only refunded my previous deposit.

The stated amount in dispute relates to the winnings in excess of the deposits.

The only communication that took place was a request for the specific reason from me with the response from the casino, which I quoted in the opening post.

This means that only the accusation of "fraud" is in the room - without explanation or proof. This is very frustrating for me as I am not aware of any guilt and therefore cannot understand the cancellation of the winnings in any way.

regards

Simon

Hallo Kristina,

Herzlichen Dank für diese erste und schnelle Rückmeldung.

Tatsächlich wurde mir vom Casino lediglich die vorangegangene Einzahlung erstattet.

Der angegebene Streitwert bezieht sich auf die über die Einzahlungen hinausgehenden Gewinne.

Die einzige Kommunikation, die stattfand, war eine Nachfrage nach dem konkreten Grund meinerseits mit der Antwort des Casinos, welche ich im Eröffnungspost zitiert hatte.

Das bedeutet, dass lediglich der Vorwurf des "Betrugs" im Raum steht - ohne Erklärung oder Beweis. Für mich ist das sehr frustrierend, da ich mir keiner Schuld bewusst bin und ich deshalb die Stornierung der Gewinne in keinster Weise nachvollziehen kann.

Freundliche Grüße

Simon

Thank you very much, ShakhtarD, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Simon,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite IviBet Casino to the conversation to participate in the resolution of this complaint.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Simon,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (http://www.gaming-curacao.com/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter