iBet.com Casino - A conta do jogador foi encerrada e os fundos estão retidos.

I won €1000 on ibet.com from my own money that I had deposited and wagered. I made a withdrawal of €1000 to my bank account (Handelsbanken) but my bank unfortunately denied the withdrawal citing Swedish gambling laws as ibet does not have a license to provide games in Sweden. The money should then bounce back to my ibet account but it never bounced back and every day I wrote in the live chat and got the same answer every time "the relevant team will look into it and get back to you by email" but I got no feedback either by email or on my ibet account. Then one day when I was going to log in my account was blocked and when I try to contact support they shut me down immediately without me even being able to write :( the same thing happened when I logged in to my qbet account. I am so sad about this and want my money 🙁

Jag vann 1000€ på ibet.com av mina egna pengar som jag hade satt in och betat upp. Jag gjorde ett uttag på 1000€ till mitt bank konto (Handelsbanken) men min bank nekade tyvärr uttaget med hänvisning till svenska spel lagen då ibet ej har licens att tillhandahålla spel i Sverige . Pengarna borde då studsa tillbaka till mitt ibet konto men dom studsade aldrig tillbaka och varje dag skrev jag i live chatten och fick samma svar varje gång " det relevanta teamet kollar på det och återkommer i mail" men fick ingen återkoppling i varken mail eller på mitt ibet konto . Sen en dag när jag skulle logga in så var mitt konto blockerat och när jag försöker kontakta support så stänger dom ner mig direkt utan att jag ens kan skriva :( samma hände när jag loggade in på mitt qbet konto . Jag är så ledsen över detta och vill ha mina pengar 🙁

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Dear linneadanell,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal of your winnings.

To better understand the situation and assist you effectively, could you please provide us with the following details:

• Did you receive any notification or message on your ibet account regarding your withdrawal status?
• Have you made any attempts to verify your identity or provide documentation to ibet support?
• What exactly did the support team say when they blocked your account?

Your cooperation in providing these details will help us investigate and work towards a resolution. It is essential that we have all the necessary information to understand and address your complaint.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

Hello!

No status on withdrawal status 🙁

Before I could write an email and they replied almost immediately, but only that they need an end-to-end document from my bank and when I question what else they need since I have already sent end-to-end verification where my bank describes that they send the money back according to the Swedish Gambling Act, support only replies that they need end-to-end verification again. But now they have stopped answering me completely. This is what they wrote last about closure:

As a measure to support your decision and prevent further gambling issues, we have taken the step to close your account permanently. We believe this is in your best interest, given the current circumstances. This means you will not have the possibility to open a new account.

Remember that we are here to support you in your responsible gambling journey, and should you have any questions, please do not hesitate to reach out to us. Your well-being is important to us, and we want to ensure that you have the necessary tools and information to make informed decisions about your gambling activities.

We wish you all the best in the future.

Kind regards

Hej !

Ingen status på uttags status 🙁

Innan kunde jag skriva ett mail och dom svarade nästan direkt , dock bara att dom behöver en end-to-end dokument från min bank och när jag ifrågasätter vad det är mer dom behöver då jag redan har skickat end to end verifiering där min bank beskriver att dom skickar tillbaka pengarna enligt Svensk spellag så svarar support bara att dom behöver end to end verifiering igen . Men nu har dom dock slutat svara mig helt . Såhär skrev dom sista ang stängning :

As a measure to support your decision and prevent further gambling issues, we have taken the step to close your account permanently. We believe this is in your best interest, given the current circumstances. This means you will not have the possibility to open a new account.

Remember that we are here to support you in your responsible gambling journey, and should you have any questions, please do not hesitate to reach out to us. Your well-being is important to us, and we want to ensure that you have the necessary tools and information to make informed decisions about your gambling activities.

We wish you all the best in the future.

Kind Regards

I've tried contacting them again but every time they end the chat 🙁

Har försökt kontakta dom igen men varje gång avslutar dom chatten 🙁

Dear linneadanell,

Thank you for your reply and for providing the previous details.

Could you please clarify whether your account is recently blocked and, if so, the exact date of the block?

Additionally, could you specify which games you focused on?

If possible, please provide any additional communication you had with the casino, including screenshots, emails, or chat records. You can either send the documents to petra.h@casino.guru or post your screenshots to this thread.

Thank you again for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear linneadanell,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra