iviCasino - Player’s withdrawal has been delayed.

Hallo,

leider habe ich vorab die Bewertungen nicht gecheckt. Geld wurde eingezahlt, Wetten und im Casino wurde gewonnen. Eine Auszahlung wird aber nicht geleistet. Ich habe diese bereits am 13.11. & 21.11. eingereicht. Beide hatte ich aber wieder storniert da nichts geschehen ist. Die letzte vom 26.11. steht weiterhin auf pending.

Das Casino habe ich mehrfach per email und den Chat kontaktiert. Aber keine Rückmeldung erhalten.

Dear Gnot,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hallo Petronela,

danke für die Antwort.

Ich habe jahrelange Erfahrung mit den Anbietern, denke dass ich es auch ganz gut abschätzen kann.

KYC habe ich bereits erfolgreich absolviert. Dort wurde mir auch immer zeitnah (innerhalb ein paar Stunden) geantwortet.

Auf diverse Nachfragen bezüglich der Auszahlung habe ich überhaupt keine Rückmeldung erhalten. Es steht im Grunde alles still dort...

Daher erwarte ich erstmal nicht sehr viel und hoffe das andere Teilnehmer diese Warnung vor dem Casino lesen...

Sobald ich nat. in irgendeiner Form Rückmeldung oder sogar das Geld vom Casino erhalte, werde ich dies nat. umgehend mitteilen.

Viele Grüße,

Dennis

Thank you very much, Gnot, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of iviCasino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Guten Morgen,

ich habe auch keine große Hoffnung das Geld zu sehen. Möchte mit dem Post weitere User davor warnen dort Geld einzuzahlen. Falls es doch noch ein Weihnachtswunder gibt um so besser 😀

Hello Gnot,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite iviCasino to join the conversation and participate in the resolution of this complaint.

Dear iviCasino,

Can you please provide an update on the status of the player's withdrawal?

Best wishes,

Tomas

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.

Dear Gnot,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Tomas