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I made a €10 deposit via bank transfer from an account in my name on the Ivibet.com platform. After making this deposit, I generated €650 in winnings. The company arbitrarily decided to remove my winnings, claiming the deposit was made using a "third-party payment method," which is false.

I've sent proof that the account from which the deposit was made is in my name, and the transfer was verified by the casino itself. Yet, they've closed my account and refuse to review the case.

I have repeatedly requested an explanation, but have not received a valid response. The company relies on a general clause (3.8 of its Terms and Conditions) that does not apply to me. I believe this practice violates my rights as a consumer.

I request the immediate return of the €650 legally earned, as well as an investigation into the behavior of this platform, which operates under an international license.

He realizado un depósito de 10 € mediante transferencia bancaria desde una cuenta a mi nombre en la plataforma Ivibet.com. Tras realizar este depósito, generé ganancias por valor de 650 €. La empresa ha decidido arbitrariamente eliminar mis ganancias alegando que el depósito fue realizado desde un "método de pago de terceros", lo cual es falso.

He enviado pruebas de que la cuenta desde la que se realizó el ingreso está a mi nombre, y además dicha transferencia fue verificada por el propio casino. Aun así, han cerrado mi cuenta y se niegan a revisar el caso.

He solicitado repetidamente una explicación, sin recibir respuesta válida. La empresa se ampara en una cláusula general (3.8 de sus Términos) que no se aplica a mi caso. Esta práctica considero que vulnera mis derechos como consumidor.

Solicito la devolución inmediata de los 650 € ganados legalmente, así como una investigación del comportamiento de esta plataforma, que opera bajo licencia internacional.

Dear Ramon3006,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing.

To better understand your situation, may I kindly ask you to clarify the following:

• How many deposits have you made into your casino account in total?
• Have you completed the full KYC verification process and verified all the payment methods used for both deposits and withdrawals?
• Could you please forward the email you received from the casino regarding the account block? You can send it to me at veronika.f@casino.guru.
• What types of games did you play—were they slots, live casino games, or did you bet on sports only?

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

Best regards,

Veronika

Hello Veronika

Thank you very much in advance for your response, I made a deposit from a visa card about two weeks ago of € 10 that I lost, then I made another deposit of € 10 last Saturday and again another deposit of € 20, all through the same VISA card, which it is true that the card was not in my name but in the name of a friend who we were both going to make a bet together for the Champions League final and on Saturday night, finally all those amounts were lost and I made a new deposit of € 10 from a bank transfer from a Revolut account which was in my name, a document which when I sent to Ivibet they validated it, with those € 10 making sports bets between Saturday night and Sunday I made a total value in the account of € 650 when I hit withdraw the money, after a few minutes I realized that my account was suspended, I received an email telling me that they were denying the withdrawals because I had breached not to be that the regulations of their terms and conditions claiming that I had used a third party deposit which I understand refers to having deposited with my friend's card, which seems really an abusive policy, since if you do not allow it as a platform then do not allow said deposit to be made, I honestly did not know that they were going to give me that problem, it was simply the card that we both had on hand, the thing is that they told me that they were going to return the amount that I had deposited from the card (which they have not done) and the rest of the money earned with the "illegal" deposit was suspended and confiscated, which is also absurd because in reality the money that I deposited with the card I lost the € 650 were what I generated with the last € 10 deposited from the bank account that was in my name that they verified as a document, and also in their emails they only always respond that it is a decision they have made and they do not plan to verify it again, it seems to me the biggest scam that they could have put me so far, if you can help me I will I would be most grateful. Thank you very much. I am at your complete disposal for any information you may need. I have also sent you the requested email address. Thank you very much in advance.

Hola Veronika

Muchas Gracias de antemano por tu respuesta , yo realice un depósito desde una tarjeta visa hace unas dos semanas de 10 € que perdí después realice otro depósito de 10 € el sábado pasado y nuevamente otro depósito de 20 € , todos a través de la misma tarjeta VISA , que si que es cierto que no estaba a mi nombre la tarjeta si no al de un amigo que íbamos los dos a hacer una apuesta juntos para la final de la champions y el día sábado noche , finalmente todos esas cantidades se perdieron y volví a realizar un nuevo depósito por valor de 10 € desde transferencia bancaria de una cuenta de Revolut la cual si que estaba a mi nombre , documento el cual cuando envíe a Ivibet me lo validaron , con esos 10 € realizando apuestas deportivas entre el sábado noche y el domingo llegué a realizar un valor total en la cuenta de 650 € cuando le di a retirar el dinero , después de unos minutos me percaté de que mi cuenta estaba suspendida , me llegó un correo diciendome que me denegaban las retiras porque había incumplido no se que normativa de sus términos y condiciones alegando que había usado un depósito de terceros lo cual entiendo que se refiere a haber depositado con la tarjeta de mi amigo , que bueno me parece realmente una política abusiva , ya que si no lo permites como plataforma pues no permitas que se realice dicho depósito , sinceramente no sabía que me iban a dar ese problema , simplemente era la tarjeta que teníamos a mano los dos , la cosa es que me dijeron que me iban a devolver el importe que había depositado desde la tarjeta ( lo cual no lo han echo ) y el resto del dinero ganado con el deposito "ilegal " quedaba suspendido y confiscado , lo cual ademas es absurdo porque realmente el dinero que deposite con la tarjeta los perdí los 650 € fueron los que genere con los últimos 10 € depositados desde la cuenta bancaria que estaba a mi nombre que ellos verificaron como documento , y ademas en sus correos solo responden siempre que es una decision que han tomado y no la piensan volver a verificar , me parece la mayor estafado que me hayan podido meter hasta ahora , si me puedes ayudar te lo agradecería de corazón . Muchas gracias estoy a total disposición suya para cualquier información que necesito , le he enviado tambien el correo solicitado . Muchas gracias de antemano .

I have checked the Terms and Conditions, and this is what I found:

14 DEPOSITING

(...)

Ivibet does not accept third-party payments. You must make deposits only from a bank account, or using VISA/MasterCard bank cards, payment systems Skrill/NETELLER, or other payment methods registered in your own name. If we determine during the security checks that you have violated this condition, then your winnings will be confiscated, and the casino will consider the possibility of returning the deposit made from third-party payment method. However, please keep in mind that the casino is not responsible for subtraction or loss of the deposits made using third-party payment methods.

Furthermore, please check our Fair Gambling Codex for Players:

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card, or this possibility is communicated beforehand. Technically, it is very difficult to check who the owner of the payment method is at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use only the allowed payment methods.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Veronika