IviBet Casino - The player's unable to close his account.

Hi!

I have an issue with this casino about responsible gambling. I emailed the casino about my gambling problems the 9th may, until today Ive been able to gamble on their site.

Talked with livechat about it but they are ignoring me when I show a printscreen of the email and date. They dont seem to care much of responsible gambling and their customers as written on their site.

Im requesting a refund of my deposits from the time I sent the email til todays date.

Hello Jackpot868,

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 is yes, since when exactly? Where did you send your first self exclusion request and did you mention gambling addiction there? If possible, please forward the initial request to nikolas.b@casino.guru. When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick!

My account was verified around 8th to 9th May.

The email was sent to support@ivibet.com. Ive sent more details about it to your mail.

Thanks in advance.

Hello Jackpot868,

Thank you for the e-mail provided. However, it is not what I requested from you. Please forward the self-exclusion request you sent to the casino.

Hi,

Thats email i sent to the casino. Gambling addiction is mention over and over again in that email.

Hello Jackpot868,

Please use the "forward" option of the exact same e-mail you sent to the casino as the one you sent to me is written by you.

Done.

Thank you Jackpot868 for the e-mail. Can you please clarify how much did you deposit since your request (9th May)?

Hi!

Somewhere around 700 Euro. Thanks!

Hello Jackpot868,

Can you please clarify when exactly did you make the deposits - how long after sending your self-exclusion requests?

Is your account currently still active? If not, since when is it close?

I made the deposits May 19th, 10 days after I made the request.

No my account is closed now. Probably since May 20th

Hello Jackpot868,

Is it possible to forward the deposit proof from that date to nikolas.b@casino.guru?

Hi!

Ofcourse!

Thank you Jackpot868 for all the information provided so far. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Jackpot868,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Dear Jackpot868,

Thank you for reaching out to us with your concerns. We have thoroughly investigated the matter regarding your alleged email communication on May 9th. However, we could not find any evidence of such an email within our system.

We take all user inquiries and issues seriously, and it is essential to establish clear and documented communication. As per our records, the first contact we had from you was during a live chat session on May 20th. It was during this conversation that you informed our team about your gambling issues, leading to the immediate closure of your account.

To ensure a smooth resolution process, it is important to communicate via the registered email address associated with your account. This helps us verify the authenticity of the communication and take appropriate action accordingly. Unfortunately, without a screenshot or any record of the alleged email, it is challenging for us to address the matter specifically.

We genuinely value your feedback and encourage you to continue sharing any concerns or inquiries through the appropriate channels. Our support team is available 24/7 via live chat, email, and phone, ready to assist you promptly.

Once again, we apologize for any inconvenience caused and assure you that we are committed to providing a safe and enjoyable gambling experience for all our users.

Best regards,

IviBet Casino team

Hi!

I can forward the email to you, where should I send it?

Dear Jackpot868,

We understand your willingness to cooperate in this matter, however, the forwarded email is not a valid proof as may be edited anytime. 

However, if casino.guru team will allow that and make it private, you may send us a recorded video of the following steps:

1. You need to login into your email account (that part may be skipped as may contain private information), showing on the page that email address is indeed the same. 

2. Refreshing the email page (so that there would be no interferences from tampering within the browser) 

3. Showing the sent email (opening it), showing all of the information related to the email: Sent date, time, sender email, receiver email, and text of the email. 

Those steps are not the most pleasant ones for which we apologize, however, it will help us to resolve the situation as best as possible. And in case of necessity forward that information along with the video to the responsible department to rectify the situation behind such behavior of the system (if such in fact did take a place)

Yes I can record a video of the original email, and yes you should do any correction to your system ( such event did actually happe d).

Jozef is it okey that I send the recorded video to you?

Hey Jackpot868,

of course, you can forward it to my email address, jozef.k@casino.guru, or upload the video directly to this complaint.  Before any message is shown to the public, it is evaluated, and we will certainly mark this one as sensitive/private (visible just for the casino and you).

Dear IviBet Casino team,

I confirm receiving the video from the player, and I have recently sent the video to your email address. May I kindly ask you to react?

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.

Since we haven’t received a further response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Jackpot868,

I am very sorry, but since the casino team stopped responding, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Jackpot868,

We sincerely apologize for the delay in addressing your complaint.

Upon reviewing your case, we kindly request that you resend the file you previously sent via email. Once we receive the file and verify its contents, we will be able to proceed accordingly. If the file contains the necessary information, we are fully committed to issuing a refund.

Here are the instructions to save the message as a PDF file:

Open the email message.

Click on the "File" tab and select "Print."

In the Printer dropdown menu, choose "Microsoft Print to PDF."

Click on the "Print" button.

In the "Save Print Output As" dialog, choose the folder where you want to save the PDF file and enter a name for the file.

We greatly appreciate your cooperation and understanding in this matter. If you have any further questions or need assistance, please do not hesitate to contact us.

Best regards, IviBet Casino

Dear Jackpot868,

may I kindly ask you to react and proceed accordingly?

Hi! I just sent the email to you Jozef!

Thank you

Dear Jackpot868,

Thank you, I have forwarded it to the casino email, the same as they used for reopening. Hopefully, it will suffice.

Dear IviBet Casino team,

can you please confirm receiving my email?

Dear Jozef,

We have received your email and are currently reviewing the complaint. We will get back as soon as possible with further updates.

Thank you for your patience.

Best regards, IviBet Casino

Dear IviBet Casino team,

Thank you for confirmation. I am extending the timer by 7 days, Let me know if you need more time.

Dear all,

Thank you for your patience regarding the complaint. We want to assure you that we are actively working on resolving the issue. However, we kindly ask for a bit more time.

We appreciate your understanding and will keep you updated on our progress.

Best regards,

IviBet Casino

I am extending the timer by 7 days one more time.

Dear all,

Thank you for your patience. We would like to confirm that the return has been successfully processed, and all necessary evidence has been sent to Jozef via email.

We appreciate your understanding in this matter.

Best regards,

IviBet Casino

Dear Jackpot868,

can you please confirm?

Hi! I can confirm that the money have returned to my bank. Thank you. This case is now solved.

Dear Jackpot868,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru), it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, Jozef