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After making a deposit of 200 EUR, I played Jack Hammer 2 at the casino. I attempted to withdraw a balance of 427.32 EUR via SKRILL. This withdrawal request was denied, and my account was closed on the grounds that multiple accounts existed -- which is not the case. I only have one account. This information came as quite a surprise to me.

As it stands, my account is now closed and my withdrawal has not been processed.

Nach einer Einzahlung von 200 EUR wurde im Casino Jack Hammer 2 gespielt. Der Kontostand von 427,32 EUR sollte via SKRILL ausbezahlt werden. Hierfür wurde eine entsprechende Auszahlung beantragt. Diese wurde abgelehnt und das Konto wurde geschlossen mit dem Hinweis, dass es mehrere Account vorhanden wären. Dies ist aber nicht der Fall. Es gibt nur einen Account von mir. Diese Information hat mich sehr verwundert.

Somit ist mein Account geschlossen und meine Auszahlung wurde nicht getätigt.

Dear RenThal86, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated 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, 

Veronika

Hello,

There are no other members in my household.

The deposit was without a bonus.

I had already passed the KYC exam...it was a while ago.

Hallo,

in meinem Haushalt gibt es kein weiteres Mitglied.

Die Einzahlung war ohne Bonus.

Die KYC Prüfung hatte ich schon bestanden .. ist schon länger her.

Thank you very much, RenThal86, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello RenThal86,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an IviBet Casino representative to join this conversation and participate in resolving this complaint.

Dear IviBet Casino,

Could you comment on this matter and state why the player's account got blocked?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru