IviBet Casino - Pelaajan kotiutus on viivästynyt ja ratkaisematta.

On October 15th, I requested a withdrawal of €875 from my Ivibet account using a prepaid card, but it was rejected several times. Subsequently, I requested a withdrawal via bank transfer to my Skrill account, but the transaction either couldn't be completed or Ivibet failed to process it. Since then, I have contacted Ivibet over 20 times, both through the app's chat and by email, explaining that I made the withdrawal using a different payment method. However, they always end up requesting the same documentation that I have already sent them multiple times. They also request a document that the bank doesn't issue, and I have already shown them the bank's response indicating that they don't issue this document. In short, either they didn't complete the transfer or it was rejected by the bank, and Ivibet refuses to resolve the issue by processing the payment through other means.

El pasado 15 de octubre solicité una retirada de 875€ de mi cuenta de Ivibet mediante tarjeta monedero y me fue rechazada en varias ocasiones. Posteriormente solicité la retirada de fondos mediante trasferencia bancaria a mi cuenta de skrill pero la operación no se pudo realizar o Ivibet no llegó a realizarla. Desde entoces hasta ahora he reclamado a Ivibet en más de 20 ocasiones tanto por el chat de la aplicación como por email que realicé el retiro mediante otro medio de pago pero siempre acaban solicitándome la misma documentación que les he enviado en múltiples ocasiones y también me solicitan un documento que el banco no emite y ya les he mostrado la respuesta del banco indicando que ese documento no lo emite . En resumen o no realizaron la transferencia o fue rechazada por el banco e Ivibet se niega a solucionar el problema realizando el pago por otros medios.

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.

Dear Barderillas1, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with IviBet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread. 

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

Hello.

I haven't been able to make any withdrawals successfully. This is the first one I've made, and the money never arrived.

I have completed the KYC verification.

I haven't used any bonus.

I requested a withdrawal via bank transfer to the account with the IBAN associated with my Skrill account, but Skrill doesn't allow transfers from third parties other than the account holder, so the transaction was rejected and the money returned to Ivibet. The problem is that Ivibet is asking me for the bank statement for the account Skrill uses from an Italian bank, but Skrill can't provide it.

Hola.

No he realizado ninguna retirada correctamente. Está es la primera que realicé y nunca llegó el dinero.

La verificación KYC sí la he realizado.

No he utilizado ningún bono

Solicité la retirada de fondos mediante trasferencia a la cuenta con IBAN asociada a mi cuenta de Skrill pero skrill no admite transferencias de terceros que no sean el titular de la cuenta de skrill por lo que la operación fue rechazada y el dinero devuelto a ivibet. El problema es que ivibet me pide el extracto de la cuenta que usa skrill de un banco italiano pero skrill no me puede aportar este extracto.

Dear Barderillas1,

thank you for your reply and your patience during this busy Holiday season.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Please forward all the pictures you have submitted to this thread, as many of them have arrived blurry and unreadable.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello. I just sent the requested documentation by mail.

Thank you very much for your time. If you need more information or if any document is not legible, please let me know and I will resend it.

Thank you so much

Hola. Acabo de enviar por correo la documentación solicitada.

Muchas gracias por el tiempo dedicado si necesitan más información o si algún documento no se lee bien avísame y lo vuelvo a enviar.

Muchas gracias

Dear Barderillas1,

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, Barbora (barbora.p@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,

Katarina

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite IviBet Casino representative to join this conversation.

Dear IviBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear all,

Please be informed that the withdrawal has been successfully processed on our side. However, according to the user, the funds have not yet been received.

At the moment, we are reviewing this case and will contact the payment system. Once we receive feedback or additional information, we will promptly get back to you with an update.

Thank you for your patience and cooperation.

Best regards,

IviBet Casino

Dear all,

The payment system has confirmed that the withdrawal was successfully completed.

Please request from the player a bank statement for the account to which the withdrawal was made, covering the period from 15.10.2025 to the current date, in PDF format, in order to confirm receipt of the funds.

Thank you for your cooperation.

Best regards,

IviBet Casino

Dear Barderillas1,

Thank you for your patience.

According to the latest information provided by the casino and their payment provider, the withdrawal has been marked as successfully completed.

Could you please confirm whether you have received the €875, or if the funds are still missing?

Once we have your confirmation, we will determine the appropriate next steps.

Thank you in advance for your cooperation.

Hello. The payment was not processed correctly. If you did make the payment as you claim, it was rejected by my bank and therefore the money was refunded. It's important that you provide the bank statement showing the transaction. I'm sure that a few days later the payment was rejected and the money refunded, since the account you used for the payment is a Skrill account, and as shown in the information I sent you, Skrill only accepts payments via bank transfer when the sender's name matches the Skrill account holder. Otherwise, the transaction is rejected and the money is refunded. This is what happened.

Hola. El pago no se ha realizado correctamente. En caso de que hayan realizado el pago como ellos dicen, este ha sido rechazado por mi banco y por tanto se les ha devuelto el dinero. Es importante que muestren el extracto bancario con la operación realizada y seguro que unos días después les rechazaron el pago y les devolvieron el dinero ya que la cuenta en la que hicieron el pago es de skrill y como se muestra en la información que os he enviado , skrill solo admite pagos mediante transferencia cuando el titular que emite la trasferencia coincide con el titular de la cuenta de skrill. En caso contrario rechaza la operación y devuelve el dinero. Esto es lo que ha pasado.

Dear all,

Thank you for your responses.

The player has confirmed that the €875 has not been received. Additionally, documentation previously provided by the player indicates that the attempted bank transfer to the IBAN linked to a Skrill account may have been rejected due to third-party transfer restrictions, which Skrill does not permit when the sender’s name does not match the account holder.

Given this, the player is unable to provide a bank statement confirming receipt, as the funds were never credited to their account.

At this stage, to clarify the situation, I kindly ask IviBet Casino to provide one of the following:

• A bank statement or payment confirmation from the payment provider clearly showing that the funds were not returned to the casino, or
• Confirmation from the payment provider that the transaction was rejected and refunded back to IviBet.

The requested evidence may be posted here in the thread or, if it contains sensitive information, sent directly via email to barbora.p@casino.guru.

Once this information is available, we can determine the appropriate next steps, including whether the withdrawal should be re-processed using a compatible payment method.

Thank you for your cooperation. I look forward to your clarification.

Dear all,

Thank you for your response.

We would like to clarify a few important points.

The phrase stating that the player "is unable to provide a bank statement confirming receipt, as the funds were never credited to their account" seems to be a misunderstanding. We are not requesting a bank statement confirming receipt of the funds. On the contrary, we require a bank statement that confirms the absence of the incoming payment.

For further verification by the payment system and for proper interaction between the bank and the payment provider, a bank statement is required that clearly indicates it relates to the specific IBAN to which the withdrawal was sent. All banks provide the possibility to generate such a statement, even if no incoming transaction took place. This document is essential to confirm that the funds were not credited to the player’s account.

Regarding your requests:

"A bank statement or payment confirmation from the payment provider clearly showing that the funds were not returned to the casino" – unfortunately, we are unable to provide such a document.

"Confirmation from the payment provider that the transaction was rejected and refunded back to IviBet" – the payment was not returned to us, therefore we cannot provide confirmation of a refund.

Since the payment provider has confirmed that the withdrawal was successfully completed and no return of funds has been recorded on our side, we kindly ask the player to provide a bank statement for the relevant IBAN covering the period from 15.10.2025 to the present date, in PDF format, showing that the funds were not received.

This document is necessary for the payment system to proceed with further investigation.

Thank you for your understanding and cooperation.

Best regards,

IviBet Casino

Dear Alejandro,

Thank you for your cooperation so far.

To strengthen our position, I kindly ask you to send me your Skrill transaction history covering October 2025, specifically from 15.10.2025 onward (PDF or screenshot is fine), as the document you previously shared only covered September / early October.

Please send it directly to barbora.p@casino.guru.

Thank you very much for your assistance.

Hello. I just sent the requested document.

Thank you so much.

Hola. Acabo de enviar el documento solicitado.

Muchas gracias.

Dear IviBet Casino,

Thank you for your clarification.

I would like to address the feasibility of the requested document. The IBAN used for the withdrawal is linked to a Skrill e-wallet, not to a personal bank account owned or controlled by the player. Skrill operates as a payment processor, and the IBAN functions as a processing account rather than a user-owned bank account.

As such, Skrill users are generally unable to obtain standard bank statements for this IBAN showing incoming or missing transactions. The player has no contractual relationship with Skrill’s partner bank that would allow them to request such a document.

The player has already provided written confirmation from Skrill explaining that the transfer was rejected due to third-party transfer restrictions. This represents the highest level of evidence reasonably available to the player.

Given this, requesting a bank statement for the Skrill IBAN assumes the existence of a document the payment system does not normally issue. We therefore kindly ask the casino to reconsider this request and advise on an alternative way to resolve the case.

Dear all,

To proceed further, we kindly ask Barderillas1 to provide us with a screenshot of the official confirmation from Skrill stating that the transfer was rejected due to third-party transfer restrictions.

This will allow us to continue the investigation with the payment system.

Best regards,

IviBet Casino

Dear Barderillas1,

Thank you for your cooperation.

To allow the casino and the payment provider to proceed with their investigation, I kindly ask you to send a screenshot or PDF of the official confirmation from Skrill stating that the transfer was rejected due to third-party transfer restrictions.

Please send:

• a screenshot or PDF copy directly to IviBet Casino, and
• a screenshot or PDF copy to me at barbora.p@casino.guru

Once received, we will be able to assess the situation and determine the appropriate next steps toward resolving this case.

Thank you very much for your assistance.

Good morning.

I just sent the documents. I sent them to Ivibet. support@ivibet.com .

All the best

Buenos días.

Acabo de enviar los documentos. A Ivibet se los he enviado a support@ivibet.com.

Un saludo

Dear Barderillas1,

Thank you for the update. I confirm that I have received the Skrill confirmation you provided and that the same document has also been sent to IviBet Casino.

Dear IviBet Casino,

The player has now provided the requested screenshot/PDF from Skrill confirming that the transfer was rejected due to third-party transfer restrictions.

Kindly review the document and provide your clarification or next steps so we can move toward resolving this case.

Thank you for your cooperation.

Dear all,

We have rechecked the information with the payment system, and the withdrawal was processed successfully. We have also received the official payment confirmation.

According to this confirmation, the withdrawal was requested to a different bank - Intesa Sanpaolo - and not to Skrill.

Please contact your bank directly for further clarification on the transaction status.

We have sent a screenshot with the payment details to Barbora via email.

Best regards,

IviBet Casino

Dear Barderillas1,

Thank you for your continued cooperation.

The casino has provided a payment confirmation indicating that the withdrawal was processed to a bank account held with Intesa Sanpaolo.

To clarify this discrepancy, could you please provide:

• A screenshot of your withdrawal request details showing the IBAN used,

OR

• Confirmation whether the withdrawal was requested to your Skrill-linked IBAN or to a different bank account.

This information is crucial for us to determine whether the payment was executed according to your selected withdrawal method.

Thank you very much in advance for your reply.

Hello. I have sent the requested documentation by mail to barbora.p@casino.guru

Definitive evidence that the payment was rejected is that anyone who makes a transfer to the indicated IBAN will see that the payment is rejected, since Skrill only accepts transfers when the originating account holder is the same as the Skrill account holder.

Hola. He enviado la documentación solicitada por correo a barbora.p@casino.guru

Una evidencia definitiva de que el pago se rechazó es que si cualquier persona realiza una trasferencia al IBAN indicado podrá comprobar que el pago es rechazado ya que Skrill solo admite trasferencias cuando el titular de la cuenta de origen de la transferencia es el mismo que el titular de la cuenta de Skrill

Dear IviBet Casino,

Thank you for providing the payment confirmation.

After reviewing both the casino’s payment confirmation and the documentation supplied by the player, we would like to address an important clarification.

The beneficiary account referenced in your payment confirmation (ending 8774) corresponds to the IBAN displayed in the player’s Skrill account, which is issued via Intesa Sanpaolo as Skrill’s banking partner.

Therefore, the payment appears to have been sent to the player’s Skrill-linked IBAN, not to a separate personal bank account unrelated to Skrill.

Additionally, Skrill has already confirmed that transfers originating from third parties are automatically rejected when the sender’s name does not match the Skrill account holder. This is consistent with the player’s explanation that the transfer was rejected.

Given that:

• The IBAN matches the player’s Skrill account

• Skrill confirmed third-party transfer restrictions

• The player did not receive the funds

• The casino cannot provide confirmation that the funds were not returned

We kindly ask the casino to coordinate further with the payment provider to determine the final status of the transaction and, if applicable, re-process the withdrawal using a compatible payment method.

We look forward to your clarification.

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.

Dear all,

We have rechecked the information with the payment system, and the withdrawal was processed successfully.

We kindly ask you Barbora to forward the screenshot with the payment details, which we previously sent via email, to the player.

Barderillas1, please contact your bank directly and provide them with this payment confirmation for further clarification regarding the transaction status.

Best regards,

IviBet Casino

Dear IviBet Casino,

Thank you for your response.

As previously clarified, the IBAN ending 8774 belongs to the player’s Skrill account and is issued via Intesa Sanpaolo as Skrill’s banking partner. It is not a separate personal bank account that the player can directly contact.

Since the player has no contractual relationship with Intesa Sanpaolo, asking him to contact the bank is not feasible.

While the payment confirmation shows that a transfer was initiated, it does not constitute proof of final settlement or confirmation that the funds were credited and not returned.

To resolve this matter, we kindly ask the casino to obtain from the payment provider either:

• SWIFT MT103 (or equivalent settlement confirmation),

• An official trace result confirming beneficiary bank credit,

• Or written confirmation that the funds were not returned.

We look forward to your clarification.

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.

Dear Barbora,

Thank you for your response.

We would like to inform you that we have requested one of the documents mentioned from the payment provider in order to provide additional confirmation regarding the transaction.

At the moment, we are waiting for their reply. Therefore, we kindly ask you to extend the complaint timer while we obtain the requested information.

We will share the update as soon as we receive the response from the payment provider.

Best regards,

IviBet Casino

Dear IviBet Casino,

Thank you for the update and for requesting the additional confirmation from your payment provider.

We will await your update once you receive the requested documentation. Please share the provider’s response as soon as it becomes available so we can continue reviewing the case.

Thank you for your cooperation.

Dear Barbora,

Thank you for your message.

Further to your request, we have sent you an email with the full SWIFT response attached for your review. The document contains the relevant payment details from the bank.

At this stage, we kindly ask that the player provide the attached document to Skrill so they can trace the funds on their side. In order for us to continue the investigation further, we would also require an official confirmation from Skrill in case the payment has been returned or rejected.

Please let us know if any additional information is required from our side.

Best regards,

IviBet Casino

Dear Barderillas1,

Thank you for your continued cooperation.

At this stage, the payment being sent is confirmed, but the final outcome (credited, rejected, or returned) remains unclear.

As suggested, we kindly ask you to contact Skrill support and provide them with the SWIFT/payment document shared by the casino.

Please request an official confirmation stating whether:

• the funds were received and credited to your account,
• rejected due to third-party transfer restrictions, or
• returned to the sender.

Once you receive Skrill’s response, please share it with us so we can proceed with the investigation.

Thank you very much for your assistance.

Dear IviBet Casino,

Thank you for providing the SWIFT documentation.

At this stage, the payment being sent is confirmed, but the final outcome (credited, rejected, or returned) remains unclear. A payment initiation alone does not confirm final settlement.

To move the case forward, we kindly ask you to provide confirmation that the funds were not returned to the sender account. This may include, for example:

• a statement from the sending account (Mifinity) showing no return of the funds, or
• an official confirmation from the payment provider stating that the funds were not returned.

In parallel, the player has been asked to contact Skrill and obtain confirmation regarding the transaction status.

We appreciate your cooperation and look forward to your response.

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.

Dear all,

Please note that we have already provided a response to Barbora via email.

According to the payment system, the withdrawal has not been returned or rejected. We also attached a screenshot confirming this information.

Additionally, we advise Barderillas1 to contact Skrill directly and provide the SWIFT document so they can trace the funds on their end.

Should you require any further information, please let us know.

Best regards,

IviBet Casino

Dear IviBet Casino,

Thank you for your latest update.

I confirm that I have responded to your email requesting additional clarification regarding the provided confirmation.

Dear Barderillas1,

I have received the SWIFT/payment document from the casino and will forward it to you directly.

Once you receive the document, please contact Skrill support and provide them with the SWIFT/payment details.

Kindly ask Skrill to issue an official confirmation stating whether:

• the funds were received and credited to your account,

• the payment was rejected due to third-party transfer restrictions, or

• the funds were returned to the sender.

Once you receive Skrill’s response, please share the official confirmation with us so we can continue the investigation.

Thank you both for your cooperation.

Hello. I contacted Skrill but haven't received a response yet.

Hola. Realicé la consulta a Skrill pero todavía no he recibido respuesta.

Dear Alejandro,

Thank you for your email and for contacting Skrill.

I understand that your case has now been escalated by Skrill for further investigation. This is a good step, as they are now reviewing the transaction using the SWIFT details.

Please let us know as soon as you receive an update from Skrill. Once they provide their official confirmation regarding the status of the payment (credited, rejected, or returned), kindly forward it to us so we can continue the investigation.

Thank you for your cooperation and patience.

Hello. I've received a response from Skrill. I've attached it. I need to reply to them between today and tomorrow, as they will close the case after 48 hours. If possible, please send me the information as soon as possible.

Thank you very much. It seems that this will clear things up.

Hola. He recibido respuesta de skrill. Os adjunto la respuesta. Tengo que contestarles entre hoy y mañana ya que pasadas 48 horas cerraran el caso. Por si podéis enviarme la información lo antes posible.

Muchas gracias. Parece q con esto quedará aclarado.

In short, it seems Skrill had blocked the payment and will be refunding it. I need them to tell me if there's anything I should specify in the refund request for it to be accepted. I have less than 48 hours to let them know; if so, I would appreciate it if you could let me know.

I've attached Skrill's response.

We are informing you that the Skrill department responsible has asked us to request that you consult with the sender, Mifinity Malta Limited, to see if we should include any special reference in the refund details so that they can correctly recognize the funds and credit them back to you.

Please confirm the requested information by clicking on the following link within the next 48 hours before the system automatically closes your case:

En resumen parece que skrill tenía bloqueado el pago y lo va a devolver. Necesita que el indique si debe indicar algo en la devolución del pago para que sea aceptado. Tengo menos de 48 horas para indicarlo si fuera necesario agradecería que me lo indicarán.

Adjunto la respuesta de skrill

Le informamos que el departamento responsable de Skrill nos ha pedido que le solicitemos que consulte com el remitente Mifinity Malta Limited, si debemos incluir alguna referencia especial en los detalles de la devolución para que puedan reconocer los fondos correctamente y que se lo ingresen de vueta.

Por favor confirme los datos solicitados pinchando en el siguiente enlace en las próximas 48 horas antes de que el sistema cierre su caso automáticamente:

Dear IviBet Casino,

Thank you for your continued cooperation.

The player has now received an update from Skrill confirming that the payment was blocked and is in the process of being returned to the sender (Mifinity Malta Limited).

However, Skrill has requested clarification from the sender regarding whether any specific reference details should be included in the refund instructions so that the returned funds can be properly identified.

As the player has been given a deadline of 48 hours to respond to Skrill, we kindly ask you to urgently confirm:

• whether any specific reference should be included in the refund details,

• or whether Skrill can proceed using the original transaction reference.

Your prompt response would be highly appreciated to prevent further delays.

Dear Barderillas1,

Thank you for your update and for sharing Skrill’s response.

Please wait for confirmation from the casino regarding the refund reference before responding to Skrill. I will update you as soon as I receive clarification from the casino.

Thank you both for your cooperation.

Dear all,

Thank you for your messages.

At the moment, we are awaiting a response from our payment system regarding the refund reference details. As soon as we receive clarification, we will promptly inform you whether any specific reference needs to be included or if Skrill can proceed using the original transaction reference.

We appreciate your patience and understanding, and we are treating this matter with high priority to avoid any further delays.

Best regards,

IviBet Casino

Dear Barderillas1,

Thank you for your patience.

We understand that Skrill requested a response from you within 48 hours regarding the refund reference details, and we acknowledge that the casino's confirmation was still pending during that time.

Could you please let us know how the situation progressed on your side?

Specifically:

• Were you able to reply to Skrill within the 48-hour timeframe?

• Did Skrill proceed with returning the funds to the sender?

• Have you received any further update from Skrill after your last message?

Your update will help us determine the current status of the refund and what steps should be taken next.

Dear IviBet Casino,

We also kindly remind you of the urgency of such time-sensitive matters. Once the player confirms the current status, we may require your assistance to ensure that any returned funds are properly identified and credited without further delay.

Thank you both for your cooperation.

Dear all,

We have provided the requested clarification to Barbora via email in order to assist with the refund process.

Thank you for your patience and cooperation.

Best regards,

IviBet Casino

Hello.

I've opened a new case with Skrill and I'm waiting for their response. As soon as they send me confirmation that they've processed the refund, I'll let you know.

Thank you so much

Hola.

He abierto un caso nuevo en skrill y estoy esperando a que me respondan. En cuanto me envíen la confirmación de que han tramitado la devolución os lo confirmo.

Muchas gracias

Hello. I've opened a new case with Skrill, sending the necessary information to process the refund. I'm waiting for Skrill's response.

Hola. He abierto un nuevo caso con skrill enviando la información necesaria para tramitar la devolución. Estoy a la espera de la respuesta por parte de skrill

Dear Barderillas1,

Thank you for the update.

We appreciate your efforts in opening a new case with Skrill and providing them with the necessary information to proceed with the refund.

Please keep us informed once you receive any response from Skrill, especially when they confirm whether the refund has been processed or returned to the sender.

We will remain available to assist further once new information becomes available.

Thank you for your continued cooperation.

Hello.

The refund has been processed. I'm sending the payment confirmation by email.

I await confirmation of another payment method.

Thank you so much

Hola.

El rembolso ha sido realizado. Envío por email el justificante de pago.

Quedo a la espera de establecer otro medio de pago

Muchas gracias

Dear Alejandro,

Thank you for the update.

I’m glad to hear that the situation is moving forward and that the refund has now been processed. That’s an important step in resolving the case.

Please keep me informed once you receive further updates from Skrill. I will await your next update so we can proceed accordingly.

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.

Dear Barbora,

Thank you for your message.

As confirmed by Barderillas1, the refund has already been processed and the payment confirmation has been provided. At the moment, the player is awaiting confirmation regarding an alternative payment method so the withdrawal process can proceed further.

We have remained fully cooperative throughout the entire process and have already completed the required actions on our side. Therefore, we do not fully understand the reference to a possible "unresolved" status, as the case is actively progressing and the refund matter has already been resolved from our side.

We kindly ask that the complaint remains open while the remaining steps are being finalized.

Best regards,

IviBet Casino

Dear IviBet Casino,

Thank you for your clarification and for confirming that the refund process has now been completed.

We acknowledge that the case has progressed significantly and appreciate the cooperation shown by both parties throughout the investigation.

At this stage, since the refunded funds are expected to be re-processed via an alternative payment method, we will keep the complaint open until the player successfully receives the withdrawal in full. Once the payment has been completed and confirmed by the player, the complaint can be closed as resolved.

Dear Barderillas1,

Please keep us informed regarding the alternative withdrawal method and notify us once the funds are successfully received. We will continue monitoring the case until the payment reaches you.

Thank you both for your cooperation.

Hello,

How can I provide Ivibet with the information to withdraw funds? Do I enter a credit card number here?

Hola,

Como podría proporcionar la información a Ivibet para realizar la retirada de fondos. Indico por aquí un número de tarjeta de crédito?

Dear IviBet Casino,

Thank you for the update.

The player would now like to proceed with the alternative withdrawal method, however, he is unsure how the new payment details should be provided.

Could you please clarify the exact procedure for submitting the alternative withdrawal method?

Specifically, please confirm whether the player should add a new payment method directly in the casino account, whether card details or bank account details are required, and through which channel the information should be submitted securely.

Clear instructions from your side will help avoid any further delays in processing the withdrawal.

Thank you for your cooperation.

Dear Barderillas1,

To proceed with the alternative withdrawal method, please contact our Support Team directly via email support@ivibet.com . Our agents will provide you with the exact instructions regarding the required payment details and the secure way to submit them.

Please do not send any sensitive banking or card information through unofficial channels. Once you contact support, they will advise whether you need to add a new payment method in your casino account or provide bank account details separately.

This will help ensure the withdrawal is processed correctly and without further delays.

Best regards,

IviBet Casino

Good morning.

I have sent several emails to support@ivibet.com But they tell me that the withdrawal of funds has already been made and this is not possible because I have not indicated any alternative payment method.

I don't know if it's possible to provide a code that would help the person handling the case identify it, as I've sent screenshots of this conversation and indicated that the payment was returned from Skrill's bank to Ivibet's payment processor, but the responses I receive are generic and don't apply to this case.

Buenos días.

He enviado varios correos a support@ivibet.com pero me indican que la retirada de fondos ya se ha realizado y estoy no es posible porque no he indicado ningún medio de pago alternativo.

No sé si se puede indicar algún código que facilite identificar el caso a la persona que lo esté tramitando ya que he enviado capturas de pantalla de esta conversación y he indicado que el paso se ha devuelto desde el banco de skrill al procesador de pagos de ivibet pero las respuestas que recibo son genericas y no sé ajustan a este caso.

I'm receiving information from Ivibet stating that the withdrawal was processed using the same payment method. If this is true, we'll have the same problem again. I believe it's necessary to specify a new payment method. I've contacted Ivibet repeatedly, but haven't been successful.

Estoy recibiendo información de ivibet en la que me dicen que la retirada de fondos se ha realizado empleando el mismo medio de pago. Si fuera cierto volveríamos a tener el mismo problema. Creo que es necesario indicar un nuevo medio de pago. He insistido a ivibet pero no lo he conseguido.

Dear IviBet Casino,

Thank you for your previous instructions.

However, the player reports that after contacting support@ivibet.com multiple times and explaining the situation, he continues to receive generic responses stating that the withdrawal has already been processed. According to the player, support agents do not appear to be aware of this specific case or the refund of the original transaction from Skrill.

Additionally, the player has now been informed that the withdrawal may have been processed again using the same payment method, which could potentially lead to the same issue recurring.

Could you please clarify whether a new withdrawal has already been initiated and, if so, which payment method was used?

If the withdrawal has not yet been re-processed, we kindly ask the casino to provide the player with clear instructions regarding the alternative payment method required in this specific case, ideally while ensuring the support team handling the request is aware of the complaint history and previous refund situation.

Thank you for your cooperation.

Dear Barderillas1,

Thank you for your message.

At this time, we have not received any recent emails from you regarding this matter. To help us investigate the situation further and locate your correspondence correctly, please send a screenshot of your latest email sent to support@ivibet.com, including the visible sending date and recipient address.

Once we receive this information, we will review the case internally with the relevant department and provide you with further clarification regarding the withdrawal status and the payment method used.

Best regards,

IviBet Casino

Hello. I've attached a screenshot of the last email.

Hola. Adjunto una captura de pantalla del último email.

Dear IviBet Casino,

The player has now forwarded the full email communication with your support team regarding this matter. The communication indicates that the player repeatedly explained that the original withdrawal was returned from Skrill and that a different payment method would be required.

However, according to the responses received from support, the withdrawal appears to have been processed again using the same payment method that previously resulted in the rejected transaction.

Considering the extensive investigation conducted in this complaint and the confirmation that the Skrill-linked IBAN was incompatible for this type of transfer, we kindly ask the casino to clarify why the same payment method was used again.

Could you please internally coordinate this matter with the relevant department in order to avoid any further misunderstandings regarding the status of this case and the required alternative withdrawal method?

If the withdrawal has indeed been re-processed via the same method, we kindly ask the casino to advise what steps will now be taken to prevent the issue from recurring and how the player can successfully provide an alternative payment method.

We would also like to kindly note that this case has now been ongoing for approximately five months. Therefore, we would highly appreciate if the matter could be handled with increased priority in order to avoid any further unnecessary delays.

Thank you for your cooperation.

Dear Barbora,

After reviewing the matter internally once again, we would like to clarify that, at this stage, we still have not received any official confirmation or supporting documentation from Skrill indicating that the withdrawal was returned to us, nor any reference number connected to such a return transaction.

At the moment, the player has not provided documentation that clearly confirms:

• that Skrill rejected and returned the payout back to our side;
• the corresponding transaction/reference number related to the returned payment.

In order for our Payments Department to continue the investigation properly and determine the appropriate next steps — including reviewing alternative withdrawal options if necessary — we kindly ask the player to provide an official response from Skrill confirming the return of the funds together with the relevant reference/trace number to our support via email.

Once this information is received, the matter can be escalated further with the relevant payment teams for additional review.

We appreciate your cooperation and understanding.

Best regards,

IviBet Casino

Dear IviBet Casino,

Thank you for your response.

However, I would like to note that the player previously informed us that the refund had been processed and provided supporting documentation, which was also forwarded via email.

Could you please re-check the documentation already submitted and clarify whether it contains the information required by your Payments Department?

If the provided documentation is still insufficient, kindly specify exactly which information is missing. In particular, please confirm whether you require a specific return transaction reference number or another document that has not yet been provided by the player.

As this complaint has been ongoing for approximately five months and the return of the funds appears to have already been confirmed, we would highly appreciate if the matter could now be reviewed with the relevant payment team as a priority so that the withdrawal can be successfully re-processed without further unnecessary delays.

Thank you for your cooperation.

Dear Barbora,

Thank you for your message.

The issue is that we still have not received official confirmation from Skrill containing the details required for our Payments Department to trace and verify the returned transaction.

To proceed with the investigation, we require documentation issued by Skrill that confirms the return of the funds to our side and includes the relevant transaction/reference number associated with that return.

We kindly ask the player to obtain and provide an official confirmation from Skrill showing

the return transaction/reference number (trace ID).

Once this information is received, we will be able to escalate the matter to the relevant payment specialists for further investigation and determine the appropriate next steps.

Thank you for your cooperation and understanding.

Best regards,

IviBet Casino

Dear Alejandro,

Thank you for the update.

The casino states that they still require official confirmation from Skrill showing the return of the funds together with the related return transaction reference number (trace ID).

Could you please check with Skrill whether they can provide such confirmation? If you have already received a document containing the return reference number, kindly forward it again to both the casino and me.

Once received, we will be able to continue investigating the case.

Documentation attached

Adjunto documentación

I have also sent the documentation by email

He enviado también la documentación por e-mail

Dear IviBet Casino,

Thank you for your response.

The player has already provided documentation regarding the returned funds, which was also forwarded to us by email.

Could you please confirm whether this documentation has been reviewed by your Payments Department and advise on the outcome of that review?

Given the length of this case and the documentation already submitted by the player, we would appreciate any clarification on the next steps.

Thank you for your cooperation.

Dear all,

We can confirm that the documentation provided by the player has been forwarded to our Payments Department for review.

At this stage, we have not yet received a final update from the relevant team. Please note that this investigation involves tracing the transaction with the banking side, and we were advised from the outset that such reviews may take up to 30 days or longer.

As soon as we receive any feedback or conclusions from the Payments Department, we will provide an update accordingly.

We appreciate your patience and understanding while this process is ongoing.

Best regards,

IviBet Casino

Dear IviBet Casino,

Thank you for the update and for confirming that the player's documentation has been forwarded to your Payments Department for review.

We understand that tracing international transactions and coordinating with banking providers may require additional time. However, considering that this complaint has been ongoing for more than six months and the player has already provided the requested documentation, we kindly ask that this matter be handled with priority.

Please keep us informed of any progress as soon as new information becomes available.

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.

Dear all,

As part of our investigation, we have received an official response from our payment partner regarding transaction ID b35c05c1-e4a6-4016-8978-e94abd9de91f.

According to the information provided, no return or reversal has been received for the aforementioned transaction on the payment partner's side. Following their review, the funds could not be located within their system.

In light of these findings, we kindly advise the player to contact their bank and request that a trace be raised for the reversal transaction in order to determine the current whereabouts of the funds. At this time, the funds have not been received either by the Casino or by our payment partner.

Should the player obtain any additional information or supporting documentation from their bank, we remain available to review it and provide further assistance as necessary.

Best regards,

IviBet Casino

Dear IviBet Casino,

Thank you for your update.

I understand that, according to your payment partner, the returned funds have not been received.

However, as previously discussed, the IBAN used for this transaction belongs to the player's Skrill account, and the player is not able to contact the bank directly to trace the transaction.

Could you please clarify what specific information or document you would now require from Skrill in order to continue your investigation? This will help ensure the player requests the correct information and avoid any further unnecessary delays.

Thank you for your cooperation.

Dear Barbora,

Thank you for your message.

At this stage, we kindly request an extension of the complaint period, as we are still reviewing the matter internally with the relevant department and our payment partner.

We appreciate your patience and cooperation in this matter and will revert with additional information at the earliest opportunity.

Best regards,

IviBet Casino

Dear IviBet Casino,

Thank you for your update.

We appreciate the information provided. I am extending the complaint timer by an additional 7 days, which is the maximum extension I can grant at this stage. Please provide your update within this timeframe so we can continue reviewing the case.

Thank you for your cooperation.

Dear all,

In this case, the player will need to contact Skrill so that they can liaise with the bank, as Skrill has provided confirmation of the refund, but our payment partner cannot locate any return under transaction ID b35c05c1-e4a6-4016-8978-e94abd9de91f.

Therefore, Skrill should submit a trace request with the bank regarding this refund transaction, as no such return is present on the payment partner's side.

Best regards,

IviBet Casino

Dear Alejandro,

Thank you for your continued cooperation and patience throughout this investigation.

The casino has informed us that, according to both their payment partner and their latest internal review, neither they nor their payment provider have received the returned funds. They have advised that Skrill should now initiate a trace request with its banking partner to determine the current location of the refund transaction.

Could you please contact Skrill once more and ask them to initiate a trace of the refund transaction with their banking partner? If possible, please ask them to provide you with written confirmation of the outcome and share it with both the casino and us.

Hopefully, this will help clarify where the funds are currently located and allow all parties to move closer to resolving this matter.

Thank you in advance, and I look forward to your update.

Good morning, I have sent an email to Barbora showing Skrill's response confirming that the payment was made.

Buenos días, he enviado un email a Barbora en el que se muestra la respuesta de skrill confirmando que se realizó el pago

Dear IviBet Casino,

The player has now provided another response from Skrill. According to Skrill, the refund was processed and the refund confirmation already provided should be used by the sender to locate the returned funds.

In light of this, could you please ask your payment partner to review the refund confirmation once again and continue tracing the returned funds on their side?

If there is any specific information still missing that is required to complete the trace, kindly let us know exactly what it is so we can avoid requesting documents the player may have already provided.

Dear all,

Thank you for your message.

We would like to clarify once again that the refund confirmation provided by Skrill is not sufficient for our payment partner to locate the funds.

Our payment partner has already confirmed that no return transaction corresponding to transaction ID b35c05c1-e4a6-4016-8978-e94abd9de91f has been received on their side.

As the refund was allegedly processed by Skrill, it is Skrill that must initiate a trace request with their banking partner in order to determine the current whereabouts of the funds. This investigation cannot be initiated by our payment partner, as no incoming return has been received for them to trace.

Once Skrill completes the trace with the bank and provides the outcome, we will be happy to review any additional information they provide.

Best regards,

IviBet Casino

Dear IviBet Casino,

Thank you for your clarification.

Just to make sure I fully understand your position, could you please confirm whether your payment partner has already attempted to trace the refund using all of the references included in the refund confirmation provided by Skrill, rather than only the original payout transaction ID?

If so, and the returned funds still cannot be located, could you also confirm whether your final position is that only Skrill is able to initiate the required bank trace?

Thank you for your cooperation.

Dear Barbora,

We would like to clarify once again that our position remains unchanged, as this point has already been explained in our previous responses.

The only information provided by Skrill regarding the refund was the confirmation containing the transaction reference already shared. No additional traceable references or transaction identifiers have been provided.

Our payment partner has reviewed the available information; however, no incoming refund transaction has been received on their side. As there is no corresponding transaction present within the payment partner's system, there is no transaction available for them to trace.

Therefore, the required trace request must be initiated by Skrill with their banking partner, as Skrill is the party that processed the alleged refund. Only Skrill, through their banking channels, can obtain further information regarding the movement and current status of the returned funds.

Once Skrill completes the trace investigation and provides the outcome, we will be happy to review any additional information provided.

Best regards,

IviBet Casino

Dear Alejandro,

Thank you for your patience.

The casino has confirmed that its payment partner was unable to locate the returned funds. According to the casino, only Skrill can initiate a trace with its banking partner to determine where the refund is currently located.

Could you please contact Skrill and specifically ask them to initiate a bank trace for the refund?

Once you receive their response, please forward it to both the casino and me. If Skrill is unable or unwilling to initiate the trace, kindly ask them to confirm this in writing as well.

Thank you for your continued cooperation.

Hello. I've contacted Skrill. I'll let you know when I receive a response.

Thank you so much

Hola. He realizado la consulta a Skrill. Cuando reciba la respuesta os avisaré

Muchas gracias

Dear Alejandro,

Thank you for the update. Please let us know as soon as you receive a response from Skrill. I’ll await your message.

Good morning. I am sending you Skrill's response confirming that the payment was successful.

Buenos días. Envío la respuesta de skrill confirmando que el pago se realizó correctamente

Dear IviBet Casino,

Skrill’s latest response confirms that the refund was processed and advises the sender to trace it with their bank. Could you please confirm whether this information is sufficient for your payment provider to trace the refund?

We will not request anything further from the player. If the information is insufficient, we will have to close the complaint as unresolved/uncertain, as the current location of the funds remains unclear.

Thank you.

I want to state for the record that I have fully cooperated throughout the entire process and have sent Ivibet all the documentation and information they have requested . I cannot continue to repeatedly provide the same documents when the problem is clearly no longer within my control.

Skrill has confirmed that the transaction/refund was processed correctly on their end and that, for any further verification, Ivibet should follow up with their payment provider or processor.

Therefore, I believe it is now up to Ivibet to investigate and locate the funds , using the references and documentation that have already been provided. The player cannot be held responsible for the consequences of an internal issue between the casino and its payment provider when all the requested evidence has been provided.

For this reason, I don't think it's right to close the claim as "uncertain" or "pending" simply because Ivibet claims it can't locate the money . If Ivibet maintains that the funds haven't arrived, it should provide objective proof and explain what investigation it has conducted with its payment processor.

Therefore, I request that CasinoGuru require Ivibet to provide a definitive and documented response. If the casino cannot demonstrate what happened to the funds or resolve the payment, I believe the claim should be closed as unresolved by the casino , and not to the detriment of the player.

I have been trying to resolve this situation, which I did not cause, for a long time now, and I have complied with all the requests made. I will not accept that the matter remains unresolved indefinitely, nor will I accept being asked again for documentation that I have already provided.

Thank you for your intervention and I hope for a definitive solution.

Quiero dejar constancia de que he cooperado plenamente durante todo el proceso y he enviado a Ivibet toda la documentación e información que me han solicitado. No puedo seguir aportando repetidamente los mismos documentos cuando el problema claramente no depende ya de mí.

Skrill ha confirmado que la operación/reembolso fue procesada correctamente por su parte y que, para cualquier comprobación adicional, Ivibet debe realizar el seguimiento correspondiente con su proveedor o procesador de pagos.

Por tanto, considero que ahora corresponde a Ivibet investigar y localizar los fondos, utilizando las referencias y documentación que ya se les han facilitado. El jugador no puede asumir las consecuencias de un problema interno entre el casino y su proveedor de pagos cuando ha aportado todas las pruebas solicitadas.

Por este motivo, no considero correcto que la reclamación se cierre como "incierta" o "pendiente" simplemente porque Ivibet afirma que no puede localizar el dinero. Si Ivibet sostiene que los fondos no han llegado, debería aportar una prueba objetiva de ello y explicar qué investigación ha realizado con su procesador de pagos.

Solicito, por tanto, que CasinoGuru requiera a Ivibet una respuesta definitiva y documentada. Si el casino no puede demostrar qué ha ocurrido con los fondos ni resolver el pago, considero que la reclamación debería cerrarse como no resuelta por parte del casino, y no en perjuicio del jugador.

Llevo suficiente tiempo intentando solucionar una situación que no he provocado y he cumplido con todas las solicitudes realizadas. No aceptaré que el asunto quede indefinidamente sin resolver ni que se me vuelva a exigir documentación que ya he aportado.

Gracias por vuestra intervención y espero una solución definitiva