The player from Peru faced issues with Ivibet Casino as all of her withdrawal requests were being canceled despite her account being verified and her having provided the requested documents. The casino claimed her account was registered with incorrect information, which she disputed, and her attempts to contact support went unanswered. The Complaints Team concluded that the casino's refusal to clarify the discrepancies in her personal data and the closure of her account were unjust. Consequently, the player was advised to seek resolution through a different channel, as the Complaints Team was unable to assist further due to the inconsistencies in the documentation provided.
IviBet Casino - Player’s withdrawals are being canceled.
Amount: $720
IviBet Casino
Safety Index:Below averageSafety Index
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5.2
IviBet Casino has a Safety Index of 5.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 weeks ago
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1 month ago
Translation
Hello friends at Casino Guru. Regarding the issue I'm experiencing with Ivibet Casino, the mentioned casino keeps canceling all my withdrawals. They requested several documents, which I have already sent and had approved. In their live chat, they informed me that I could proceed with the withdrawal, but now they are not allowing it, stating that my account is registered with incorrect information. This is completely false, as all my details are correct. I contacted their live chat, and they simply told me to email support@ivibet.com, but they have not responded at all. I should mention that my account is verified and I did not use any bonuses. I hope you can explain why they refuse to pay me, as the claim about incorrect information is false, because my information is correctly filled out, and they refuse to tell me which information is supposedly incorrect due to it being sensitive information. Thank you.
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1 month ago
Hello GEOVANNI2411,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ivi Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Please forward also the documents you sent to the casino so we can check too if they match with the registration details to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
The process has been going on since November 9, 2024, all the documents have already been sent proof of address identity document and photos requested with each document sent with a code that the casino itself provides and all have already been approved, I want to clarify that my account had profits so I suspect that the casino only looked for a very incoherent excuse since my registered data is correct, then the casino is acting unfairly if users make profits I only ask that you be very careful with this casino for next users since they will ask you for many photos so that in the end the administration makes the decision not to pay and remove the profits and only allows you to withdraw your initial deposit, I attach everything sent thank you.
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4 weeks ago
Hello GEOVANNI2411,
Did the casino specify how exactly you breached their terms? Was the issue related to your verification process or your gaming history?
Additionally, could you please share which game you were playing on their platform?
Looking forward to your response.
Best regards,
Nick
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4 weeks ago
Translation
They don't want to tell me what data is registered incorrectly, the problem is not the game, but the personal data. They focus more on the incorrect data in my profile, so I ask them to clarify what data I entered wrong, that is why I ask that they provide the information since they do not want to give it to me being the account holder. At this point, recovering the profits may be impossible since they have closed my account and only allowed me to withdraw my initial deposit, using the excuse that I registered incorrect data despite the fact that on several occasions I indicated that everything is correct and that they will provide me with what data is wrong and they do not want to tell me, with this I only want to show that the ivibet casino keeps your money, other casinos only let you withdraw your balance and close your account, in this case they are more opportunistic. I hope this case helps many to avoid this unfair casino. Thank you, that's all.
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3 weeks ago
Dear GEOVANNI2411,
Thank you for providing the bank statement. However, it appears that the document may have been edited. Could you kindly provide a full statement from the previous month for further review? Additionally, we would appreciate it if you could submit another document, such as a utility bill, to support your case.
We look forward to your response and thank you for your cooperation.
Best regards,
Nick
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3 weeks ago
Translation
Hello, I am attaching an older bank statement and it is not edited since it is the same one provided to me by the document, and I do not have another service invoice document, the only one would be my bank statement as an official document issued by the same bank, thank you.
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2 weeks ago
Dear GEOVANNI2411,
Thank you for your submission. Unfortunately, we are unable to proceed with resolving this matter. Upon review, we have found that the documents provided contain significant discrepancies, such as differing texts, fonts, and details. If both documents were issued by your bank, they should at least share the same template and basic information, which is not the case here.
As a result, we must assume that the documents have been altered, and as such, we are no longer in a position to assist further.
We appreciate your understanding.
Kind regards,
Nick
