The German player had his account closed, and 2680 Euros were confiscated due to the existence of a duplicate account. The player had provided all necessary documents except for a utility bill as proof, yet the account was still closed even though the casino's chat support had assured him that the documents provided would be sufficient. After the player clarified that he was not aware of any duplicate accounts, we requested proof from the casino. However, the casino did not respond to our repeated attempts to communicate. As a result, we marked the complaint as 'unresolved.' We recommended that the player contact the Curacao Gaming Authority for further assistance. Subsequently, the complaint was reopened after the casino provided evidence of multiple accounts, leading us to reject the player's complaint as the casino's actions were deemed justified.
IviBet Casino - Player's account closed and winnings confiscated due to duplicate account.
Amount: €2,680
IviBet Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
Hello everyone,
I am having an issue where my account was deleted and the payout was confiscated.
Apparently, due to a duplicate existing.
I had multiple withdrawal requests and was asked to verify with ID, selfie, proof of consumption via utility bills, et cetera.
I provided all the documents, except an electricity or gas bill as proof, because my wife is the one associated with that account. However, I did supply a landline bill, bank statement, and even my pay slip. The staff in chat understood this and wrote that it should suffice and that I should reapply for the payout. The result was then the closing of the account and the confiscation of the 2680 Euros.
Hello gutrobert,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IviBet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when are you registered in the casino? Is your balance accumulated from real money or bonus? Does anybody else from your household owns an account in this casino?
Did the casino provide any evidence of account multiplicity?
Looking forward to your answer.
Regards,
Nick
Hello Nick, thank you very much for your support.
I placed the first bet on February 19th, 2024 and I think I registered a day before or even on that day...
I live in an apartment building so I can only answer this question for myself and my wife and we only have this one account in our apartment which is under my name.
So, I deposited €500 at Ivibet and unlocked the bonus of €150. I did this with 2 combination bets (first bet €500 2-way combination = won; second bet 250€ 2-way combination = lost) so the bonus was released. Then I played some more bets. €300 single bet = won; 140 euros single bet = lost; 48€ single bet = won and 6.71€ (more than that was possible in the game) single bet = won.
So I would say it's not bonus money, it's the money I've won.
No, the casino has not provided any evidence.
Dear Player,
Die Mail habe ich heute nochmal erhalten:
We would like to inform you that we have performed the security check, during which we found out that your account has a duplicate. Please note that it is only allowed to have one account per player/IP/device with or without bonuses. You have breached this rule. Therefore, the decision was made to close your account.
The Casino has zero tolerance for advantage play, such as but not limited to creating more than one account to get an advantage from the Сasino.
You can get acquainted with the full version of our Terms & Conditions on our website.
https://ivibet.com/information/terms-and-conditions
Keep in mind that you have agreed with our Terms & Conditions during the registration process.
The decision was made by the casino's management and it is final.
Best regards,
Casino Support Team
Hello gutrobert,
Are you aware of having multiple accounts or does anybody else from your household owns and account in this casino?
Hello Nick, no, I'm not aware of that, nor does anyone have another account.
Only Ivibet claims it without proving it.
Thanks for your support
Thank you gutrobert for the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
I would like to note that if the account closure is anyhow related to sports betting, we will be forced to close the complaint as we deal only with casino related issues.
Wish you best luck resolving it.
Regards,
Nick
Hello there,
Thank you gutrobert 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 ask if you could provide any evidence of the multiple accounts to my email. (peter.c@casino.guru)
Thank you!
Hello Peter, thank you very much.
Did I understand correctly, you are now requesting proof from Ivibet?
Greetings Robert
Yes that is correct, I am now contacting the casino affiliates. Thank you in advance for your patience.
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. 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 might 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. In the meantime, I recommend you contact the Curacao Gaming Authority (http://www.gaming-curacao.com/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
We’ve reopened this complaint at the request of IviBet Casino. We received evidence connecting you to multiple accounts, casinos have many ways to check for such activity. We advise against such behaviour as it can lead to similar situations in the future. With that in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding.
Kind regards,
Peter
