IviBet Casino - O jogador afirma que o seu pagamento foi atrasado.

I deposited with a bonus at Ivibet on September 4th. I met the bonus terms and conditions and continued playing there afterward. I uploaded the required documents for account verification after my first deposit on September 4th, and they were successfully verified. I requested a withdrawal on September 15th, which was processed after I submitted additional documents.

Subsequently, my account was limited for no reason, and I tried to withdraw my remaining balance on September 16th. This was rejected, and additional documents were requested. I submitted all the requested documents immediately and also checked via chat to see if everything was OK. Chat support also told me that everything was OK. However, they keep requesting more documents (selfie with ID, selfie with ID and handwritten note, bank statement). Ivibet is only delaying the process; today they requested the same document again, which I submitted two days ago.

Please help in this case.

Ich habe am 4.9 bei Ivibet mit Bonus eingezahlt. Die Bonusbedingungen habe ich erfüllt und auch danach noch dort weitergespielt. Ich habe bereits nach erster Einzahlung am 4.9 die geforderten Dokumente zur Kontoverifizierung hochgeladen, diese wurden auch positiv überprüft. Ich habe am 15.9 eine Auszahlung beantragt, die nach Übermittlung weiterer Dokumente auch durchgeführt wurde.

Anschliessend wurde mein Konto ohne Grund limitiert und ich wollte nun mein Restguthaben am 16.9 abheben. Dies wurde abgelehnt und weitere Dokumente nachgefordert. Ich habe alle angeforderten Dokumente sofort übermittelt und auch beim Chat nachgefragt, ob nun alles passt. Der Chat Support hat mir auch geschrieben, dass nun alles passt. Dennoch werden nun immer weitere Dokumente angefordert (Selfie mit Ausweis, Selfie mit Ausweis und handgeschriebenem Zettel, Kontoauszug). Der Prozess wird von Ivibet nur verzögert, heute haben sie das gleiche Dokument nochmal angefordert, das ich bereits vor zwei Tagen übermittelt habe.

Bitte um Hilfe in diesem Fall.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Ivibet is now requesting additional documents to slow down the entire process. The requested documents have already been uploaded and reviewed.

I can only warn against playing there.

Ivibet fordert nun noch weitere Dokumente an, um den ganzen Prozess zu verlangsamen. Die nun verlangten Dokumente wurden bereits hochgeladen und geprüft.

Ich kann nur davor warnen, dort zu spielen.

On September 22nd, a bank statement was requested, which I submitted. Today, I received another request to send the bank statement. I don't know how to proceed. Please help.

am 22.9 wurde ein Kontoauszug angefordert, den ich auch übermittelt habe. Heute kam nun wieder die Anforderung, den Kontoauszug zu senden. Ich weiß nicht mehr, wie ich hier weiter vorgehen kann. Bitte um Hilfe.

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

Dear player,

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,

Dominika