iviCasino - Player is suggesting that his country should have been listed between restricted ones.

Hi

i opened an account with this casino recently.I have deposited and lost 388$ Then I closed my account. Today I was trying to check that casino it says my country is restricted for playing in this casino. I asked their support they said it’s my responsibility. How could their website is active to Australian players for restricted country region? They were breached the international laws. Please help me to get refunds from the casino. How could they let Restricted region people to register in their casino. It clearly seen they breach the laws please inform other players to aware of this casinos.

Dear Anto1318,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked terms and conditions, and this is what I found https://ivicasino1.com/en/p/rules#rules-1:

"Residents of the United States of America and Moldova do not have the right to open and / or replenish the account. The Company may change the list of jurisdictions without notice. If You are or live under one of these jurisdictions, You agree not to open and / or use Your online account.

People who live in the following countries do not have the right to open casino account: Netherlands, France, Dutch West Indies, Israel, Moldova, United Kingdom, USA and its territories."

Could you please advise why do you believe that Australia should have been listed between restricted countries? Meanwhile, I have been assured by a live chat agent that they indeed accept players from your country.

If there’s any relevant communication, please forward it to petronela.k@casino.guru. Looking forward to hearing from you. I hope we will be able to help you to resolve this unpleasant situation as soon as possible.

Best regards,

Petronela

Hi

please check in Askgamblers about ivicasino, it Clearly says my country not allowed. Why does their website available yesterday not available today if my country allowed? Please ask this.

hi

please check this.

Hi

please look ath this screenshot as well.

Thank you, Anto1318, for your reply. From all the information available to us, players from Australia are allowed to open an account with the Ivi Casino. As I stated earlier, Australia is not listed between restricted jurisdictions in Terms and Conditions. Additionally, I have checked with the live chat support and received a confirmation from them as well (please see below the transcript).

"Hello there

Hi, welcome to ivicasino!

My name is Jack.

Hello Jack :) Emma here. Could you please confirm that players from Australia are allowed to open an account here?

It's not forbidden for players from Australia to play on our site.

Perfect, thank you very much"

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

Dear Anto1318,

We are extending the timer by 10 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Hi

i already self excluded in their sister sites because of addiction. Can I able to change my compliant to self exclusion.

Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why? 

Dear Anto1318,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Thank you, Anto1318, for the forwarded live chat transcript. Unfortunately, the conversation is related to two completely different casinos. Are you sure you’ve sent the correct one? 

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi

these casinos are the sister sites of ivi casino. I told my addiction to the same brand zigzag777 before.

Thank you, Anto1318, for your reply. I have checked the terms and conditions of Ivi Casino, and this is what I found https://ivicasino1.com/en/p/rules#rules-16:

"Responsible Game - is one of the most important issues of our company policy in respect of social responsibility. We hope that our customers play in our casino to enjoy the game and all are fully aware of the social and financial risks associated with gambling, as well as their consequences. If You want to take a break from the game and suspend Your game account, it's sufficient to contact our support via Live Chat or write an email to support@ivicasino.com and ask to block Your account for a specified period, having indicated this specified time period. Also, You can close your account permanently. To do this, in the query You need to specify that you want to close Your account without the right of recovery, indicating the reasons of such a wish."

It means that even if all three websites are related, you need to request a self-exclusion with each casino independently. Have you requested it with the  Ivi Casino specifically? What was the reason for the previous self-exclusion? Looking forward to hearing from you. 

Hi

i was self excluded my account with their sister sites because of addiction. I have requested ego casino to close my account permanently after I lost my deposits. What about if we win big money after we informed our addiction to their sister sites, will they proceed the withdrawals? I have seen lots of casino doesn’t follow responsible gaming until players win big money. If we win they will simply say we had a account with their groups can’t proceed the withdrawals.

Thank you, Anto1318, for your reply. Please understand, that without supporting evidence it is close to impossible to proceed with this case. Since I didn’t receive any relevant communication proving that you have requested a self-exclusion due to a gambling problem from any of the sister casinos, I’m afraid I will be forced to reject your complaint. 

Please allow me to explain a difference between closing an account and a self-exclusion:

What a player can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost none impact - a player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances. (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem)

In the case of self-exclusion, if casino failed in this, the player may ask for a refund.

However, if a casino is part of a group and a player self-excludes themselves from one website, it doesn’t necessarily mean, that their accounts will be cancelled automatically across the entire brand. 

Once again, if you could forward the relevant communication confirming your self-exclusion due to a gambling problem from any of the sister casinos, it would be very much appreciated, otherwise, I will be forced to reject your complaint. I will be waiting for your reply patiently.

Dear Anto1318,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.