Sivarbet Casino - Player's prizes have not been credited.

Good afternoon, I really don't know the exact amount since my dispute is about several prizes that have not been credited to me. I have attached an image of the 44 prizes that I was notified about, which have not been paid.

Thank you very much for your help.

Hello Esmesme13,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sivarbet 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 if yes, since when exactly?
• Did you ever deposit into the casino?
• When was the last time you spoke to the casino and what was it about?

Please keep in mind that most of casinos does not allow to claim multiple bonuses in row without depositing between them.

Looking forward to your answer.

Regards,

Nick

Much Thank you, my account has been verified since November 2023. I have already made deposits with Sivarbet and recently I made a payment and I had no problems with the payment. It was fast. On November 22, I was talking to Sivarbet and I am still waiting.

But when I notified them of the prize it seemed to me that they did not know because they have kept me waiting while they are investigating the matter and that I have to wait for them to notify me of the resolution because they do not know about the prize. I have not received any bonuses from this casino, the only bonus was when I activated the account. I am attaching images of my conversation with them. The truth is that I do not know what the total of my prizes is. I appreciate your attention in advance.

Hello Esmesme13,

Could you please confirm when this option stopped functioning in your casino account?

As long as the casino is actively working on resolving the issue and not ignoring it, I would recommend waiting a bit longer for them to fix the problem.

Looking forward to your response.

Best regards,

Nick

Good afternoon, yesterday they contacted me and asked me

With a $3 deposit in the main balance and $3.89 I will attach the details, I asked them why that amount if there are 44 prizes adds up to more than 100, the good thing is that they are pending, they agreed to review the amount that they will soon give me answers

I appreciate your help in advance.

Greetings

Good morning, today I received an email from Sivarbet, honestly I am not satisfied with the resolution they are giving me, I attach the email, I appreciate your help and your attention.

greetings

Dear Esmesme13,

I hope this message finds you well.

I’m reaching out as I’m unsure about the message from the casino due to some unusual translation. Could you kindly clarify if it means that the casino will no longer be awarding bonus claims and that any current claims have been revoked?

Thank you in advance for your assistance. I look forward to your response.

Best regards,

Nick

Hello good morning Sivarbet casino wrote to me and said that they are not going to make any payment to me because it was just a simulation or game test that is not real money, I apologize? I mean, I don't deposit money to win simulations, that answer seems absurd to me, I feel so frustrated, how is it possible that they tell me that it is a simulation after my money deposits are of course real money, I don't understand how they tell me this

These are the emails that they sent me, I will send them in Spanish and English, I really appreciate your time, in my case I thank you for your attention.

Greetings

Hello Esmesme13,

Thank you for all the information provided. As we need to further clarify the situation with the casino - especially the "test money" part, I will be forwarding your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Esmesme13,

I have reviewed your case and will contact the casino to see if I can help.

 

We would like to invite Sivarbet Casino to join the conversation and participate in the resolution of this complaint.

 

Dear Sivarbet Casino,

 

Can you please provide more information about the player's situation, and clarify how the game test works?

 

Kind regards,

Adam

Thank you so much

Hello Esmesme13,

I have received an initial response from the casino via email and they are now looking into the situation. I will post again when I have more information for you.

Kind regards,

Adam

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.

Good afternoon, today Sivarbet made a payment of $145 to me. They told me that it was a system error and that it was a test. We were able to reach an agreement and I have already been paid.

I really appreciate your help and time.

Greetings and a big hug

Sincerely, Esmeralda He**********

Dear Esmesme13,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Adam