The player from Germany requested a withdrawal but his request got rejected due to the insufficient verification documents. The player did not answer our questions for two weeks, so we rejected the complaint.
IviBet Casino - Player is experiencing difficulties with his withdrawal.
Amount: €600
IviBet Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
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1 year ago
Translation
I had 600 euros in my account from slots winnings and I wanted to make a withdrawal and I got rejected all the time and I have identified accepted by the Casino and in addition I sent proof of deposits (as requested) and again I got rejected
I have made many deposits at this Casino and I find the way you are treating this Casino unacceptable
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1 year ago
Dear Konstantinos3191,
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 situation completely. Have you accumulated your winnings with or without an active bonus? Have you made any successful withdrawals before? Do I understand correctly that you have passed the KYC verification?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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1 year ago
Translation
Good evening dear Veronica
Earnings were collected without the use of bonuses.
and in the past I tried to withdraw but it was rejected by the particular Casino while I was sending a screenshot of the deposits I made.
and yes you got it right i have passed the KYC verify
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1 year ago
Thank you for your answer. Has the casino explained to you why your withdrawal requests have been rejected repeatedly? If you have any relevant communication, please forward it to veronika.l@casino.guru. Alternatively, you can post it here.
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1 year ago
Translation
Hi sorry I want to correct something it was the first time I made a withdrawal at this particular casino but it was not accepted for the reasons I mentioned
and yes he was explaining the reasons to me
they asked for proof of the last deposits in schreenshoot and I did it several times and it was not accepted
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1 year ago
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Yes mind explained the reasons for rejecting the ascension
and one that they told me to send the last deposit i.e. proof and I did it many times and it was not accepted
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1 year ago
Regarding the account verification, the casino states in its Terms and Conditions (section 15. KYC AND VERIFICATION) that:
2. List of required documents in order for players to pass verification process:
- Photo of an identity document
- Photo or screenshot of the payment system
- Photo or screenshot of a document confirming the current address of residence (not older than 3 months)
Do I understand correctly that you sent all these documents and only the evidence of the payment system was rejected? In the Terms and Conditions, there are further criteria the documents have to meet so that they would be accepted by the casino:
9. Document verification criteria:
- Photo of an identity document: all data (name, date of birth, citizenship) completely coincide with the data in Player’s details, the document is valid, with a photograph.
- As a rule, a passport, ID, driver’s license is suitable for identification.
- Photo or screenshot of the payment system: all data completely coincides with the data in Payment systems debts. Scanned copies are not accepted as confirmation
Does your proof of the last deposit contain all the information the casino needs for a successful verification? Have you provided the document in the correct format? I'd kindly like to ask you one more time to send me the relevant communication between you and the casino about the problematic verification documents to veronika.l@casino.guru. Thank you in advance.
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1 year ago
Translation
the records of the last deposits contain expensive what they ask for
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12 months ago
Thank you for your response. Was your proof of deposit accepted this time? If not, I believe the casino explained to you what information was missing.
I would also like to remind you that I have not yet received any communication between you and the casino. Could you please forward it to veronika.l@casino.guru?
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