IviBet Casino - Player's withdrawal is delayed due to verification issues.

Dear GuruCasino mediator . .

I am new on Ivi.bet and made 25e deposit from my prepaid card (is this making problem maybe) and won 600e on game bonanza - not bonus

I cant withdrawal this cause my all documents 1/3 cant be verified:

photos of my address are aproved and my ID is aproved but my deposit transaction cant be aproved -- I dont have usual evidence except this in attach cause I made deposit from my "unusual" prepaid card (for protection)

next question is i must get withdrawal on the same card? cause I want on the other

ty, hope my case will be soon solved

i am so frustrated about my 500 euros

also i made another deposit 20e and didnt get free spin

Dear misssigna7,

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 you have evidence of purchasing the prepaid card?
• Do you still have the prepaid card?
• Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

1) yes, you will see in atach, last month.. I paid -10e for this card and card came on my address from my bank: "PBZ"

2) i use prepaid card, for example (online for instant vinted shopping pays..)

3) i ll send you all... ty

another screens i ll send you on mail

here is maximum exceed

for example

this packet vinted was paid with prepaid - and its written on

hm, for withdrawal you must put info iban about same card that was for deposit, withdrawal and deposit must be the same?

.. and prepaid card doesnt have iban, just number on front side

but prepaid goes with my visa premium card, maybe i can put this

prepaid card receive money from visa premium

maybe this is problem

Dear misssigna7, did you try to withdraw the money with your VISA premium card?

Did you follow the instructions in the verification history which state that a minimum deposit is required to register a new payment method?

no with premium

now I read all statements..rules

and want to make new deposit with new- second regular visa card and I cant

so first I must resolve this and verification and then witdrawal

maye if I try with e wallet or revolut registering ah

probably I can make deposit with prepaid card but dont want cause this wont fix later problem

okay,

I resolve some things..

today I made deposit with new regular card and upload new verification materials

so now I stuck on this

GREAT! i loose all my money cause of some stupid rule I dont understand

today I expected 600e on my card and now I see this. .

ivi bet is fake or they hate croatians

yesterday I won 20e and have 707eur

and then cause of rule I received on mail that I must have 3 wagered bets (had just one)- I started playing and then I have 3 and I think I resolve problem but that is a problem ahhhhh

and now is all over or what.

wtf

Dear misssigna7, do I understand correctly that you lost all the money in your casino account and there are no funds left to withdraw?

yes,

cause of rule I dont understand yet!

please explain me on simple way

I had 700e (I won on playing games with my money) and then 700e were withdrawabl but they say (look at screens up) i must have 3 wagering completed for withdraw SO I started playing those wagerings in bonus to fulfil them 100% but I fulfill them over 100.... and think I resolve problem

but then I see that was problem... so I dont understand

I want 600e and they made "balance" and took me 619e

i registered new visa card

made new deposit

send new verification things and all looks fine, ah

Dear misssigna7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found: 

"The deposit amount must be wagered at least 3 (three) times for Casino/Live Casino bets and/or 1 (one) time for Sports bets prior to requesting a withdrawal."

It means that if you have deposited €10 you need to place bets in the amount of €30 before you’ll be able to withdraw your winnings. It is not unusual for a casino to have this rule. Some casinos require deposit wagering of 1x, some 3x, but you can find casinos with even higher wagering requirements for deposited money.

Unfortunately, since you lost your funds, there is not much we can do. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.