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Hello. I want to leave a complaint about the iVibet casino. This casino blocked my account accusing me of fraud. They withdrew the first withdrawal of $200, but with the next request for a withdrawal of $209, a nightmare began. They asked for confirmation of documents and selfies one after another. I was already tired of all this, I wrote to support and told them that I was sending a selfie again and would not do this anymore, since it was pointless to take selfies again and again, I told them if they did not pay my winnings I would file a complaint against them. A few hours later my account was blocked, a notification came to the mail that there was fraudulent activity in my account, but nothing was said about what exactly. I ask you for help, because this is just an excuse not to pay.

Dear KilKar,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing. To better assist you and facilitate the resolution of your issue, could you please provide us with the following details:

• What specific documents were requested for verification during the withdrawal process?
• Have you received any email from the casino support team after your account was blocked? If so, kindly forward it to me at [email protected].
• What types of games did you play? Were they slots, live casino games, or did you bet on sports?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hi Veronica.

The following documents were requested: Alternative proof of address, selfie with document in hand, selfie with document in one hand and with piece of paper with numbers in the other hand.

Yes, I received a letter from support: I sent you a screenshot by email.

I played in the casino and bet too. Plinko, mines.

Thank you for your email. I noticed that in the notice you received from the casino, there is a note advising you to contact customer support if you wish to learn more about the reasons for your account closure.

Could you please let me know if you have followed this recommendation and reached out to their customer support team?

Hi. I tried to contact them. But nothing happened.

Please forward me the messages you sent to the casino at [email protected]. Thank you for your cooperation.

Sent

Thank you very much, KilKar, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) 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.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello there,

Thank you KilKar for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask IviBet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their winnings.

Thank you!

Dear all,

Thank you for your attention to this matter.

Peter, we kindly request an extension of time to gather all necessary evidence for this case. The process is still ongoing, and we are working diligently to collect the relevant information.

We appreciate your understanding and patience as we work to resolve this issue.

Best regards,

IviBet Casino

I want to comment on the response of the casino ivibet.

Casino ivibet! More than a month has passed since my account was blocked, and you claim that you have not yet collected all the information on this case!?

This only says one thing, you arbitrarily block accounts without reason, and when you are asked why you did this, you begin to urgently "collect" information. This is ridiculous) I will not be surprised if you "collect" a lot of information to justify your actions.

Dear KilKar,

Thank you for your patience.

We would like to inform you that we have sent the evidence regarding this complaint to Peter’s email for further review.

We appreciate your attention to this matter.

Best regards,

IviBet Casino

Thank you for providing me with the information IviBet Casino representative.

KilKar, the casino, has submitted evidence that raises serious concerns about the authenticity of the documents you provided during your Know Your Customer (KYC) verification process. Upon review, it appears that the documents in question may have been altered, which is a matter of significant concern.

Please be advised that the submission of edited or falsified documents constitutes fraudulent activity. Such actions are taken very seriously and may have severe consequences, not only in the context of this matter but also in any future interactions with similar institutions.

In light of the above, your complaint will be rejected.

Thank you for your understanding and cooperation.

Kind regards,

Peter