iviCasino - Player’s withdrawals have been delayed.

for three weeks now I have not received a withdrawals. My account has been verified. I wrote many times to their emails and they answered that they will have fun in the deposit and assured me that i will receive money.i can send to you my emails with ivi casino and screenshots from my cashier.

Dear Plamax14,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payments are still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only? Could you please advise if you’ve withdrawn any winnings from this casino in the past?

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 withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them.

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

Best regards,

Petronela

This is my first witdrawals from this casino.I send all documents, screenshots from ewalet (skrill and neteller) and phooto with my IDcard in hand on the live chat visible.My acount is verified(i send to you screenshot from email for verification) If you need i can forward all emails with Ivi casino to your email.I can contribute with all to support me to received my winnigs.

Thank you in advance

Thank you very much, Plamax14, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, Plamax14,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. While we will wait until the casino responds, you can provide me with the email communication with the casino that you mentioned above, please send it to my email (branislav.b@casino.guru).

Now I would like to invite iviCasino's representative to join this conversation and participate in the resolution of this complaint.

Dear iviCasino Team, could you please state the reason why the player's withdrawals have not been processed yet and when can the player expect the payments?

Thank you in advance for providing the information.

Dear Plamax14,

We apologize for the inconvenience caused. I will clarify the information and come back with an answer.

Best Regards,

IVICasino.

Dear IVICasino Team,

Thank you for your response.

We are looking forward to hearing from you about an update.

Dear Plamax14,

We are experiencing delays in processing transactions to certain payment methods. We have discussed the issue with our Financial Department.

We will try to process the withdrawal the next week. We will contact you back once we will have any updates.

Thank you for your patience in the matter.

Best Regards,

ivicasino

I really hope so 🙂

Dear Plamax14,

At this point, I sincerely hope, it should only be a matter of time before you receive the payment. I will keep this complaint open until you confirm a successful withdrawal or provide us with an update. Please let us know as soon as you receive the payment.

Since the casino would like to completely process your withdrawal next week, now I am extending the timer until the end of next week (Friday) and I will wait for your news.

We are looking forward to hearing from you soon.

first 500 euros are in my neteller accaunt .I received today

Hello, Plamax14,

What great news! At this point, I sincerely hope it should only be a matter of time before the next payment(s) come to you. I will keep this complaint open until your confirmation regarding the successful withdrawal of your funds or an update of your issue.

Please let us know as soon as you receive the payment(s).

Dear Plamax14,

The next withdrawal request has been processed.

Best Regards,

IVICasino.

I received next withdrawal from 500euris

Dear Plamax14,

Since the funds are paid in instalments of €500, this time I will set the timer for a longer period.

Please keep us updated, I will keep this complaint open until your confirmation regarding the successful withdrawal of all your disputed funds or an update.

Withdrawa lNeteller 500 17.01.2022 16:25 complete ,befofe 2 weeks , after this payment, I have not received others.

Greetings all,

Thank you, Plamax14, for providing the update. If I understand it correctly, you collected 3 of 6 payments (€1,500 of €3,000 total)?

Dear iviCasino,

Could you please provide us with information on the status of the remaining player's withdrawals? Can you help us speed up the whole process?

no 2 from 6 , i havent withdrawal after last update 2 weeks ago

Thank you for clarification, now it is clear.

The war in Ukraine has affected processing companies and we have difficulties with payments. More time is needed to normalize the situation and return to the standard schedule. We apologize to you.

this is nonsense. before the war they did not pay for two months.

Dear Plamax14,

I am sorry to hear about another delay. Unfortunately, the casino cannot influence withdrawals once the requests are sent to its payment provider. I am afraid there is no other option than to wait and stay patient.

I am extending the timer by a longer period and I will wait for your update. If there is no progress with your issue until the timer elapses, I will intervene and ask the casino to provide us with an update again.

Hello, Plamax14,

Is there any progress regarding your issue? Did you receive other payments in the meantime?

No, this is such a stupid situation, because if you want to deposit there are no problems, they accept your deposit immediately, but if you accidentally win, you have to pray for your money. Regulators should penalize such actions by unfair casinos.

Thank you for the update.

Dear iviCasino Team,

Could you please provide us with the reason why the player's payments are stuck? The war in Ukraine broke a month after you were informed about the player's issue, and that was already 3 weeks after the player requested withdrawal(s). It would be good if the casino can speed up the process and share with us an estimated time frame for paying out the player.

We would like to ask iviCasino Team 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 will have a negative impact on the casino's rating.

Dear Plamax14,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option how you can try to resolve your issue or speed up the process - to contact the gaming authority the casino is regulated by (if the casino has a valid license) and submit a complaint directly to the authority. iviCasino should be regulated by Curacao Gaming Authority - I found this information in the casino's terms and conditions:

"If there is a claim concerning the site, You have to contact our custom support as soon as possible. In case of a dispute, Customer Service Department of ivicasino.com will attempt to reach an agreed solution. If, for some reason, you are not satisfied with the resolution of your complaint offered by ivicasino.com, you may report a complaint to the Curacao Gaming Authority: complaints@gaminglicences.com."

I recommend you follow these instructions. Unfortunately, I was not able to find any license validator on the casino's website, it is only mentioned in the terms and conditions. It means the casino may not currently have a valid license.

Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru