The Italian player was struggling to finalize the account verification process for withdrawal due to the required screenshot with account details. The issue lay in generating a screenshot where all requested details were visible on a single page. Despite the player having provided the necessary documentation, the casino initially rejected the withdrawal requests. The casino later verified the account but only after the player had lost the funds. We concluded that the player's decision to continue playing led to the loss of funds. As such, the complaint was deemed irrelevant and was subsequently rejected.
IviBet Casino - Player struggling with account verification demands.
Amount: €42,000
IviBet Casino
Safety Index:Below averageSafety Index
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5.2
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Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
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9 months ago
Translation
Good morning, I am unable to complete the account verification process in order to withdraw funds. They are asking me to send a screenshot of the payment with the account number and name of the account holder.
Everything on the same page.
In my case, I can't do it on a single page. What can I do?
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9 months ago
Hello MarinaAndreea,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IviBet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
Their terms and conditions say this so they should never have canceled the withdrawals because the documentation was sent
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9 months ago
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They did it on purpose because no one is able to upload a single document that contains all that information
Help me please.
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9 months ago
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Without payment they accepted the documents and tested them... the same ones that met a few days ago today were fine! 
Absurd.
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9 months ago
Hello MarinaAndreea,
I'm glad to hear that your account is now verified. Please be sure to request a withdrawal as soon as possible and keep in mind that it might take up to 14 days for the payment to arrive. Please let us know in case of any other troubles or if it would take longer.
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9 months ago
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They verified it only when I lost the funds, first they refused my withdrawals even though the documents were correct, in fact they are the same ones that they approved.
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9 months ago
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I don't think it's fair to refuse withdrawals, they should have at least kept them pending and not rejected them 4 or 5 times
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8 months ago
Hello MarinaAndreea,
It is still the player's decision to play with the balance or not. As you claim that you have now lost the balance, we will be forced to reject the complaint as the issue is no longer relevant.
I would always recommend to just wait for withdrawal as the casino or even the payment provider may have issues and the casino is never responsible for the money lost during this period.
Best regards,
Nick
