The player from Germany requested a withdrawal 6 weeks ago, but he still hasn’t received his winnings. This complaint was successfully resolved.
iviCasino - Player’s withdrawal has been delayed.
Amount: €582
iviCasino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.1
iviCasino has a Safety Index of 4.1, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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4 years ago
Translation
ivicasino is delaying my withdrawal of 582 euros unnecessarily. I have already been verified for 3 months and have been waiting for my withdrawal for 6 weeks now, which is still pending. Live chat always says the same thing that you forward it and it will be processed but will happen nothing.
Automatic translation:
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3 years ago
Dear fowi30,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you made any successful withdrawals before? Have you received any confirmation from the casino regarding successful KYC verification?
Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
yes i fully verified it and have already paid out there, but it also took 3 or 4 weeks there until the payout was carried out. at that time i also published a case at casino guru apparently you only pay if you open a case and print it .
how can this casino and its sister casinos have such a good reputation if they keep delaying the payouts as a fully verified player i wait 6 weeks for my winnings and i'm not the only one who complains about it.
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3 years ago
Dear fowi30,
The first withdrawal request was processed yesterday. The next request will be processed as soon as possible. Thank you for waiting.
Best Regards,
ivicasino.
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3 years ago
Thank you, Ivi Casino for looking into the issue for us!
Fowi30, it seems that we are on the right track. Please keep us updated, and let us know when you receive your winnings.
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3 years ago
Dear fowi30,
The finance department has processed your last request.
Best Regards,
ivicasino.
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3 years ago
Translation
Everything was paid out but only after 7 weeks and after I had to open a case 3 times in this casino group that they finally paid out, even though I was verified
this must have a negative impact on the reputation of this casino
I ask casino guru for their opinion on this regarding the reputation
it can't be that the casino lets customers wait 7 weeks and only reacts when you open a case because the payout is unnecessarily prolonged
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3 years ago
Fowi30, awesome news! As you successfully received your winnings, we will now close this complaint as ‘resolved’ in our system. Please note, that we cannot judge the casino and lower its rating based on one complaint. I understand your frustration with the whole situation, but this might have been just an unfortunate coincidence. We will for sure consider it if there are more cases like yours on Casino.guru.
Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
