HomeComplaintsIviBet Casino - Player’s refund has been delayed.

IviBet Casino - Player’s refund has been delayed.

Amount: €600

IviBet Casino
Safety Index:Low
Submitted: 07 Jan 2023
Case opened Current status

Waiting for player to reply

1d 22h 55m 59s

Case summary

5 days ago

The player from Greece has requested the self-exclusion. Unfortunately, the remaining active balance hasn't been paid yet. We did not receive any reply from the casino team, therefore the case was closed as 'unresolved'.

Public
Public
1 year ago
Translation

Good evening. I requested a permanent self-exclusion from the company but the account had 600 euros in it. I consider it logical and following from the moment the account was closed that the amount in the account be returned to me. I contacted by email but have not yet received a response.

Automatic translation:
Public
Public
1 year ago

Dear johnkoikos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your refund of the remaining balance requested?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully, I truly believe it’s only a matter of time before you’ll receive your payment.

Looking forward to hearing from you. Thank you in advance.

 

Best regards,

Petronela

Public
Public
1 year ago
Translation

No, I didn't have time to request a withdrawal. The balance was in the account when I requested self-exclusion. But I thought it would be automatically withdrawn when the account is closed. Other companies do as far as I know. I also hadn't completed the account authentication. Thanks

Automatic translation:
Public
Public
1 year ago

Thank you very much, johnkoikos, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Public
Public
1 year ago

Hi johnkoikos,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Public
Public
1 year ago

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.

Public
Public
1 year ago

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.


Dear johnkoikos,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

Public
Public
1 week ago

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.


Dear johnkoikos,
We apologize for the delay in responding to your complaint. We would like to assist you in resolving the issue; however, we were unable to locate a player with the email provided.
If you could please provide us with additional details or verify the email associated with your account, we will do our best to address your concerns promptly.
Thank you for your understanding.
Best regards, IviBet Casino
Edited by a Casino Guru admin
Private
Private
1 week ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public
Public
5 days ago

Dear johnkoikos,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

johnkoikos has 1d 22h 55m 59s to reply

flash-message-reviews
User reviews – Write own casino reviews and share your experience
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news