The player from Chile requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
IviBet Casino - Player’s withdrawal has been delayed.
Amount: $1,000,000 CLP
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
11 months ago
Translation
I created an account at this casino and completed the verification process for my account, providing all the necessary documents. However, when it was time to withdraw money, they started making meaningless requests to verify my account, even though it had already been verified previously.
Initially, they asked me for photographs of both sides of my credit card, with my name visible but with certain information hidden. After I sent them this information, they informed me that they also needed a copy of my credit card transaction, which was to include the time, date, amount, and details of the transaction, as well as my name. I complied with this requirement and sent the requested documentation.
However, they later informed me that I had never used that card at their casino, which was confusing and contradictory. Since I had already provided all the necessary documentation and verified my account beforehand, I expected the withdrawal process to be smooth and hassle-free.
I am disappointed and frustrated by this situation as I have followed all instructions and provided the required information. I request your assistance in resolving this issue and facilitating the withdrawal of my funds in a timely manner. I would appreciate a prompt response and a satisfactory solution to this inconvenience.
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11 months ago
Dear system7012,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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11 months ago
Translation
I appreciate your prompt response and the information provided on the possible reasons for the delays in the refund.
However, I would like to clarify that in my particular case, I have followed all the instructions and have provided all the documentation required by the casino.
I understand that payments may be delayed and the casino verification process may take time. However, after patiently waiting for more than 14 days, I hoped that the withdrawal would be processed successfully.
I am concerned that the casino has repeatedly canceled the withdrawal without providing a proper explanation or requesting additional documentation. Since I have already met the initial requirements, I consider the cancellation of the withdrawal without justifiable reason to be unacceptable.
I would really appreciate it if you could step in and help me in resolving this issue. I am willing to provide any additional documentation or information that is necessary to complete the verification process and ensure that the withdrawal is successful.
PS: I am attaching an image of the last time I tried to verify my account.
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11 months ago
Translation
Recently, my documentation was approved. (I think it depends on the criteria of whoever is approving the documentation).
Therefore I was able to request a full refund.
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10 months ago
Translation
Yes, I received it, it cost too much, since they asked me for very specific documentation compared to other casinos.
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10 months ago
Dear system7012,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Kristina
Casino.Guru
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