IviBet Casino - Player's winnings have been confiscated and account closed.

Dear CasinoGuru Team,

I am writing to formally lodge a complaint regarding Ivibet Casino and their recent actions against my account. The situation is extremely disheartening, and I am seeking your assistance in resolving this matter.

Issue Summary:

I deposited €100 at Ivibet Casino, played and accumulated €1,000 in winnings.

I submitted a withdrawal request, trusting that the casino would proceed with the payout.

However, I later discovered that the casino had requested additional verification documents, which I did not notice at the time. This included:

A bank statement showing all incoming and outgoing transactions for the past 3 months.

Proof of income and employment status for the past 90 days (payslip, wage information, etc.).

A full Skrill statement.

Unfortunately, I was unaware of this request and thus failed to provide the required documents in time.

Casino Response:

Ivibet Casino has now informed me that due to my failure to meet their verification demands and due to "incorrect data" provided during registration, they have decided to subtract my winnings and permanently close my account. They cited their terms and conditions, stating:

"If the Player is suspected of fraudulent actions including but not limited to providing incorrect personal data during registration, the Company reserves the right to terminate the user account and suspend all payouts to the Player."

Why This Feels Unfair:

Miscommunication: I never received any direct follow-up or reminders indicating urgency around the required documents. If I had been properly alerted, I would have provided the requested information to complete the verification.

Punitive Measures: The confiscation of my winnings and closure of my account feels extreme, especially since I was willing to comply with the verification process once I became aware of it.

Loss of Trust: This kind of treatment not only affects me financially but also diminishes my enjoyment of the gaming experience.

I believe Ivibet's actions are unfair and unreasonable, as I acted in good faith. Their approach to verification and subsequent actions have deprived me of my legitimate winnings, and I respectfully request CasinoGuru’s assistance in mediating this matter.

Thank you for your time and consideration. I look forward to your help in finding a fair resolution.

Dear EIIRAn12,

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 whole situation completely. 

• Could you please clarify when exactly you requested the withdrawal?
• When did you notice that you were supposed to provide documents?
• Did the casino specify the time frame for providing documents?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Could you please clarify when exactly you requested the withdrawal?

27 AUG

When did you notice that you were supposed to provide documents?

2 septmeber

Did the casino specify the time frame for providing documents?

No but I not have any working documents I not have a job I just like to gamble.

Thank you for your reply, EIIRAn12. Do I understand correctly that you don't have any regular income?

Could you please clarify if you are able to provide all the required documents?