The player from Germany had had an unresolved deposit issue with IviBet. He had deposited 500 euros, which had been charged from his bank account but not credited to his casino account. Despite having provided evidence and communicated with the payment service provider, the casino had denied receiving the funds. The player had continued to communicate with the casino. After a prolonged period, the player had confirmed receiving his funds. The issue was then marked as 'resolved' by our team.
IviBet Casino - Player’s deposit not credited to casino account.
Amount: €500
IviBet Casino
Safety Index:LowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
Translation
I am writing to you because there is a problem regarding a deposit on the website ivibet.com. I have been in contact with Ivibet.com customer service for three weeks but nothing is happening. I'm being held back and I have the feeling that they don't want to help me, even though I'm clearly in the right.
Information about the case:
I made a deposit of 500 euros using the Trustly payment method on www.ivibet.com on October 13th and 14th. Unfortunately the amount was not credited. However, my bank account was debited with 500 euros (see payment receipts attached).
According to Ivibet.com customer service, the 500 euros have not been received by you to date. This is a lie and I can prove it.
I was in contact with the payment service provider Trustly and they clearly assured me that the money had been received by Ivibet. I have attached the corresponding correspondence to you in this email.
My limit for instant transfers was exhausted, so the payment could not be made immediately on October 13th or October 14th. but with a time delay on October 16th. has been received by you. When payment was received, my player account was already blocked. I had it blocked on October 15th. As a result, the provider is currently in unlawful possession of the 500 euros. You received this money on October 16th. a. Since my player account was already blocked at this point, it could not have been used by me and should actually be available as credit.
The money is with Ivibet and they refuse to give it back to me. This is fraud and has criminal implications. According to the German Criminal Code § 263 StGB, this is fraud.
With Trustly's clear proof that the money was properly transferred to IviBet, I now urgently demand payment of the 500 euros. I will no longer accept any further delay.
Best regards
Konstantin K****
Edited by a Casino Guru admin
Automatic translation:
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6 months ago
Dear KKK2023,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
- Could you please advise if it was your first deposit in this casino?
- Have you contacted your bank already? Ideally, they should be part of the investigation.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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6 months ago
Translation
Good evening,
No, it was not the first deposit with this provider. The Trustly payment method had already been used before and everything worked smoothly. According to Trustly, the limit for instant transfers was exhausted for this deposit, so the payment was not forwarded immediately, but with a delay on October 16th. On my side everything was normal in the payment process. Unfortunately, I don't understand why the provider didn't credit the money even though he received the money.
I also contacted my bank. They can't do anything because it was a transfer. This was carried out properly and the money can no longer be recovered. The bank asked me to clarify the matter with the dealer (Ivibet).
The dealer Ivibet stalls me and doesn't do anything.
Please put pressure on Ivibet. For my part, I did everything. I want my money back because it's mine.
Edited
Automatic translation:
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6 months ago
I completely empathize with your frustration, KKK2023. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 8 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.
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6 months ago
Translation
To date there has still been no receipt of funds. Allegedly the repayment was ordered. But four days have passed since then.
Automatic translation:
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6 months ago
Translation
Good morning, the money has now been received after many more emails.
The case can be closed.
Automatic translation:
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5 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, KKK2023, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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