IviBet Casino - Player's withdrawal has not been processed.

Dear cuan45,

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. Do I understand correctly that you have made any successful withdrawals before? Did you use the same payment method to withdraw your winnings in the past?

Also, do I understand correctly that the winnings have not been credited back to your casino account?

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

Good morning Kristina and thank you for your reply

I have made many withdrawals and deposit from this account, without any problem, the issue arrived when you changed your payment provider (MONEYSEND) which my bank does not except and returned monies to sender I gave you my banks ref number for returns on the 19th april, your chat ask me to provide statement covering period 17th april to 23rd april, i submitted transaction history for those date, but chat and my VIP manager keep telling withdrawals were process on your side, which i acknowledged, but nobody sees to want to check were the returned withdrawals are, my Bank also said the only thing you need were there ref number and no statement or transaction history were necessary, also said returned monies should show up after lastest 2days, now heading for heading for 3 weeks, I hope you can get to bottom of this for me.

thanking you in advance Eugene

Thank you for your reply, cuan45. First, I would like to clarify that you are now writing with a Casino.guru employee, not IviBet Casino, therefore we had no influence over the unsuccessful withdrawal. Nevertheless, we will try to help you resolve this situation.

Before we contact the casino and ask for their standpoint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina I sent all communications I had with support and VIP manager

Hi Kristina I also sent you letter i received from my bank, as i made a complainted about them not telling me about returned monies to ivibet

Thank you very much, cuan45, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi cuan45,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask IviBet Casino to join this conversation and share more information regarding the case.

Can you please provide an update on the status of the payment in question?

Thank you.

Best regards,

Tomas

Hi Tomas still the same, not in my account, and not credited back to my Ivibet account and actually another payment of 80 euro's was sent back on the 15th may for same reason even after i telling them and explaining the situation and they still did the same thing. so in total due 1581 euros I live in hope, if i ask the chat for update they tell me to refer to my VIP manager Diana i also ask them to deposit money in my other bank card account which i have used before and made withdrawals, or credit my account with Ivibet

WITHDRAWAL

-80.00 EUR

id:

#1647767SUCCESSDate created:

09.05.2023

,

 16:26:05

(UTC: +00:00)

Method:

CreditCard

WITHDRAWAL

-500.00 EUR

id:

#1451922SUCCESSDate created:

17.04.2023

,

 20:49:12

(UTC: +00:00)

Method:

CreditCard

WITHDRAWAL

-1001.00 EUR

id:

#1451580SUCCESSDate created:

17.04.2023

,

 20:06:33

(UTC: +00:00)

Method:

CreditCard

Well, to be honest, I'm not sure what it should mean, but let's hope it means that the funds are being credited into your casino account.

Keep me updated. Thank you.

Kind regards,

Tomas

Hi Tomas please don't be making public details i sent you with my name attached to them, my user name is fine Cuan45, but your not authrized to use my birth name and you should not have made them public very disappointed and annoyed

Dear cuan45,

The first name is not sensitive information. We don't lock such posts. However, it's not a problem if anyone wishes to do so.

Sorry for the misunderstanding.

Kind regards,

Tomas

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.

hi Tomas i just had a chat with online Ivibet and copied some of the answers i got.

It is unfortunate, but after our payment provider and finance department had investigated this issue, it was concluded that the issue should be resolved by contacting bank, I do not have any other information on this case available.

If the funds were received back they would have been credited to Your account balance, it happens in rare cases when a withdrawal was processed by us and the payment provider, but was declined by the bank. In Your case, the funds were processed successfully and I would suggest contacting the bank to clarify the payment status with them.

If You will not receive a satisfying reply from the bank, do not hesitate to contact us again, we will forward this issue for another round of investigation

I guess i can write off getting my 1581 euros from them cheer Cuan45

Can I report them to gambling commissioner?

i spoke with my bank and they gave me ref numbers and also my vip manager Diana told me they except the charge back from my Bank, so i guess i can forget about it

Dear cuan45,

I'm trying to get in touch with the casino's representatives, but it seems they are ignoring our attempts to make them participate either publicly or privately in resolving the complaints.

If the casino fails to respond, the next step would be to contact the gambling authority that regulates the casino.

Kind regards,

Tomas

Hi cuan45,

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 (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas

Resolved

Dear all,

We have reopened this complaint because the player confirmed receipt of the payment with us via email.

Here's a direct quote:

"Hi Tomas just to let you know my bank got my money sorted with Ivibet thank u for all your help."

As the complaint is now successfully resolved, we will close it as ‘resolved’ in our system. 

Kind regards,

Tomas