IvyBet Casino - O saque do jogador foi cancelado e a conta apresenta inconsistências.

I am filing this complaint against Ivybet (23ivybet32.io) due to serious problems with my account balance, withdrawal cancellation, and inconsistent movements in my history.

Case summary:

- I requested a withdrawal of approximately €705.68, but Ivybet cancelled the withdrawal and only returned around €555 to me, without giving any clear or justified explanation.

- The casino claimed that a previous deposit was returned by the bank, but all deposits were credited correctly and were playable.

- After the cancellation, I continued playing and made four additional deposits of €100 each (€400 in total), which I subsequently lost. This situation was deceptive and led me to continue playing under unclear conditions.

- My history shows a bet on March 6 (€1 → €20 winnings) that **I did not place**.

- There are inconsistencies in the account history and balance adjustments.

- The charges on my card do not clearly correspond to Ivybet.

- Ivybet restricts players from Spain according to its terms, but it still allowed me to register, deposit and play.

Available evidence:

- Screenshots of deposits made

- Capture of the cancelled withdrawal and partial balance returned

- Chats with casino support

- Emails sent to Ivybet

- Account history showing the unplaced bet

Solicitous:

- A full review of my account by Casino Guru

- A clear and documented explanation of all balance adjustments

- The refund of the unpaid withdrawal amount (€705.68) plus the deposits made subsequently under deceptive conditions (€400), less any legitimate profit obtained

I have tried to resolve the situation directly with Ivybet without success and I am willing to provide any additional evidence that may be necessary to support my case.

Thank you for your help.

Presento esta reclamación contra Ivybet (23ivybet32.io) debido a graves problemas con el saldo de mi cuenta, cancelación de retiro y movimientos inconsistentes en mi historial.

Resumen del caso:

- Solicité un retiro de aproximadamente 705,68 €, pero Ivybet canceló el retiro y solo me devolvió alrededor de 555 €, sin dar ninguna explicación clara ni justificada.

- El casino alegó que un depósito anterior fue devuelto por el banco, pero todos los depósitos se acreditaron correctamente y fueron jugables.

- Tras la cancelación, continué jugando y realicé 4 depósitos adicionales de 100 € cada uno (400 € en total), que posteriormente perdí. Esta situación resultó engañosa y me indujo a seguir jugando bajo condiciones poco claras.

- En mi historial aparece una apuesta el 6 de marzo (1 € → 20 € de ganancias) que **yo no realicé**.

- Existen inconsistencias en el historial de cuenta y en los ajustes de saldo.

- Los cargos en mi tarjeta no corresponden claramente con Ivybet.

- Ivybet restringe jugadores de España según sus términos, pero aun así me permitió registrarme, depositar y jugar.

Evidencia disponible:

- Capturas de los depósitos realizados

- Captura del retiro cancelado y saldo parcial devuelto

- Chats con el soporte del casino

- Correos electrónicos enviados a Ivybet

- Historial de cuenta mostrando la apuesta no realizada

Solicito:

- Una revisión completa de mi cuenta por parte de Casino Guru

- Una explicación clara y documentada de todos los ajustes de saldo

- La devolución del importe del retiro no abonado (705,68 €) más los depósitos realizados posteriormente bajo condiciones engañosas (400 €), descontando cualquier ganancia legítima obtenida

He intentado resolver la situación directamente con Ivybet sin éxito y estoy dispuesto a aportar cualquier prueba adicional que sea necesaria para sustentar mi caso.

Gracias por su ayuda.

Important notice:

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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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with IvyBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do you have access to your player's account?
• Could you please share screenshots of your deposits that occurred since the deposit that led to your win?
• Did you achieve your current balance with the help of a bonus?
• Have you checked your bank account for any returns or unprocessed transactions in relation to the casino? What have you learned?
• Could you please share with me your communication with the casino regarding the confiscation and unprocessed deposit? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear Tomás,

Thank you very much for your response and for reviewing my case.

I will now answer all your questions:

1. Yes, I currently have access to my player account.

2. I have attached screenshots of the deposits made. I made four €100 deposits after the withdrawal was cancelled, in addition to the previous deposits that formed the initial balance.

3. I have no clear record of having used an active bonus at the time of the withdrawal. In any case, the system allowed me to request the withdrawal, which is normally only possible when there are no outstanding wagering requirements or they have been cancelled.

4. I have checked my bank account and there are no records of any refunded deposits from the bank. All payments were authorized correctly and reflected as valid charges.

5. I am also attaching screenshots of:

- Conversations with casino support

- The cancelled withdrawal (€705.68)

- The refunded balance (~€555)

- Emails exchanged with the casino

Furthermore, I want to highlight two important points:

- The casino claims that a deposit was returned by the bank, but this makes no sense, as the funds were credited, used to play, and no refund was ever reflected in my bank account.

- My history shows a bet (€1 with a €20 profit) that I did not place, which raises doubts about the integrity of my account transactions.

I believe that the cancellation of the withdrawal, the partial refund of the balance, and the inconsistencies in my account are unjustified, and I request a full review of the case.

I remain at your disposal for any further information you may need.

Thank you so much for your help.

Sincerely,

Hector ****

Estimado Tomás,

Muchas gracias por su respuesta y por revisar mi caso.

A continuación le respondo a todas sus preguntas:

1. Sí, tengo acceso a mi cuenta de jugador actualmente.

2. Adjunto capturas de pantalla de los depósitos realizados. Realicé 4 depósitos de 100 € después de la cancelación del retiro, además de los depósitos previos que formaron el saldo inicial.

3. No tengo constancia clara de haber utilizado un bono activo en el momento del retiro. En cualquier caso, el sistema me permitió solicitar el retiro, lo cual normalmente solo es posible cuando no hay requisitos de apuesta pendientes o estos han sido cancelados.

4. He revisado mi cuenta bancaria y no consta ninguna devolución de depósitos por parte del banco. Todos los pagos fueron autorizados correctamente y reflejados como cargos válidos.

5. Adjunto también capturas de:

  - Conversaciones con el soporte del casino

  - El retiro cancelado (705,68 €)

  - El saldo devuelto (~555 €)

  - Correos electrónicos intercambiados con el casino

Además, quiero destacar dos puntos importantes:

- El casino afirma que un depósito fue devuelto por el banco, pero esto no tiene sentido, ya que los fondos fueron acreditados, utilizados para jugar y nunca se reflejó ninguna devolución en mi cuenta bancaria.

- En mi historial aparece una apuesta (1 € con ganancia de 20 €) que yo no he realizado, lo cual genera dudas sobre la integridad de los movimientos de mi cuenta.

Considero que la cancelación del retiro, la devolución parcial del saldo y las inconsistencias en mi cuenta no están justificadas y solicito una revisión completa del caso.

Quedo a su disposición para cualquier información adicional que necesite.

Muchas gracias por su ayuda.

Atentamente,

Héctor ****

Attached is the casino's response:

Your withdrawal may have been cancelled because you have exceeded the daily or account withdrawal limits, or because additional verification is required according to our Terms and Conditions. When a withdrawal is cancelled by us, the corresponding amount will be returned to your balance.

If you've only received a refund of €555 instead of the €705.68 you requested, it could be because part of your balance was subject to restrictions, active bonuses, or other account-specific reasons. We recommend checking if you have any active bonuses or if part of your balance was blocked by a promotion.

If you need more detailed information about your specific case, please contact our support team and provide your username so we can review your history and give you a personalized response.

We understand your concern and want to clarify the situation. When a withdrawal is canceled, the corresponding amount is returned to your balance. If you haven't received the full amount of €705.68, it may be because part of your balance was subject to restrictions, active bonuses, or outstanding wagering requirements. It's also possible that part of your balance was blocked due to a specific promotion or account condition.

We recommend checking if you have any active bonuses or if part of your balance was blocked. If you need a detailed review of your case, please contact our support team, providing your username so we can review your history and give you a personalized response. We're here to help and ensure everything is handled transparently.

When a withdrawal is canceled, the corresponding amount is returned to your balance. If you were only refunded €555 instead of €705.68, it's possible that part of your balance was subject to restrictions, active bonuses, or outstanding wagering requirements. It could also be because part of your balance was blocked due to a specific promotion or account condition.

To review your case in detail and provide a specific explanation regarding the difference in amount, we recommend contacting our support team and providing your username. This will allow us to review your history and give you a personalized response. We want to ensure everything is handled transparently and help you resolve any questions you may have.

No, pending bonuses are not automatically canceled to allow you to make a withdrawal. If you have active bonuses, you must first meet the wagering requirements or manually cancel the bonus before you can withdraw funds. Please note that if you cancel the bonus before completing the wagering requirement, both the bonus and any winnings earned with it will be forfeited.

To manage your bonuses, go to the "Bonuses" section in your profile and cancel the bonus if you wish. Remember that you can only make a withdrawal after canceling or completing the bonus.

Your withdrawal may have been cancelled if you exceeded the daily or account limits, or if additional verification is required according to our Terms and Conditions. When this happens, the withdrawal is not processed, and your balance may be affected if there were active bonuses or blocked funds.

Furthermore, if you had an active bonus and you cancelled it or started playing with it, both the amount blocked by the bonus and any winnings obtained with it are cancelled and are not added to your available balance.

We recommend reviewing your transaction history in your profile (Profile → History → Transaction History) for details about the cancellation and balance changes. If you need more specific information about your case, please contact our support team so they can review your account in detail.

We're very sorry you feel this way. Our goal is to offer a transparent and secure service to all our users. If you have any questions or concerns about your balance, withdrawals, or any other activity on your account, we're here to help and clarify any situation. Please don't hesitate to contact our support team so we can review your case in detail and provide a solution as soon as possible. Your satisfaction and trust are very important to us.

We regret that you are dissatisfied with our service. We assure you that we always act in accordance with current regulations and our Terms and Conditions. If you have a complaint or believe there has been an error, we encourage you to contact our support team so we can review your case and provide you with all the necessary information. We are here to help you and resolve any issues you may have.

Adjunto respuesta del casino:

La cancelación de tu retiro puede deberse a que has superado los límites diarios o de cuenta para retiros, o porque se requiere una verificación adicional según nuestros Términos y Condiciones. Cuando un retiro es cancelado por nuestra parte, el importe correspondiente se devuelve a tu saldo.

Si solo se te han devuelto 555 euros en lugar de los 705,68 euros solicitados, puede deberse a que parte del saldo estaba sujeto a restricciones, bonos activos, o a otros motivos específicos de tu cuenta. Te recomendamos revisar si tienes algún bono activo o si parte del saldo estaba bloqueado por alguna promoción.

Si necesitas información más detallada sobre tu caso concreto, por favor contacta con nuestro soporte indicando tu usuario para que podamos revisar tu historial y darte una respuesta personalizada.

Entendemos tu preocupación y queremos aclarar la situación. Cuando un retiro es cancelado, el importe correspondiente se devuelve a tu saldo. Si no se te ha devuelto el importe completo de 705,68 €, puede deberse a que parte del saldo estaba sujeto a restricciones, bonos activos, o a requisitos de apuesta pendientes. También es posible que una parte del saldo estuviera bloqueada por alguna promoción o condición específica de tu cuenta.

Te recomendamos revisar si tienes algún bono activo o si parte del saldo estaba bloqueado. Si necesitas una revisión detallada de tu caso, por favor contacta con nuestro soporte indicando tu usuario para que podamos revisar tu historial y darte una respuesta personalizada. Estamos aquí para ayudarte y asegurarnos de que todo se gestione de manera transparente.

Cuando un retiro es cancelado, el importe correspondiente se devuelve a tu saldo. Si solo se te han reembolsado 555 € en lugar de los 705,68 €, es posible que parte del saldo estuviera sujeto a restricciones, bonos activos o requisitos de apuesta pendientes. También puede deberse a que una parte del saldo estaba bloqueada por alguna promoción o condición específica de tu cuenta.

Para poder revisar tu caso en detalle y darte una explicación concreta sobre la diferencia en el importe, te recomendamos ponerte en contacto con nuestro soporte indicando tu usuario. Así podremos revisar tu historial y darte una respuesta personalizada. Queremos asegurarnos de que todo se gestione de manera transparente y ayudarte a resolver cualquier duda.

No, los bonos pendientes no se cancelan automáticamente para permitirte hacer un retiro. Si tienes bonos activos, primero debes cumplir con los requisitos de apuesta o cancelar el bono manualmente antes de poder retirar fondos. Ten en cuenta que si cancelas el bono antes de completar el requisito de apuesta, tanto el bono como las ganancias obtenidas con él se perderán.

Para gestionar tus bonos, puedes ir a la sección de "bonos" en tu perfil y cancelar el bono si lo deseas. Recuerda que solo después de cancelar o completar el bono podrás realizar el retiro.

Tu retiro puede haber sido cancelado si superaste los límites diarios o de cuenta, o si se requiere una verificación adicional según nuestros Términos y Condiciones. Cuando esto ocurre, el retiro no se procesa y el saldo puede verse afectado si había bonos activos o fondos bloqueados.

Además, si tenías un bono activo y lo cancelaste o comenzaste a jugar con él, tanto el importe bloqueado por el bono como las ganancias obtenidas con él se cancelan y no se suman a tu saldo disponible.

Te recomendamos revisar tu historial de transacciones en tu perfil (Perfil → Historial → Historial de transacciones) para ver detalles sobre la cancelación y los movimientos de saldo. Si necesitas más información específica sobre tu caso, por favor contacta con nuestro equipo de soporte para que puedan revisar tu cuenta en detalle.

Lamentamos mucho que te sientas así. Nuestro objetivo es ofrecer un servicio transparente y seguro para todos nuestros usuarios. Si tienes alguna duda o inquietud sobre tu saldo, retiros o cualquier movimiento en tu cuenta, estamos aquí para ayudarte y aclarar cualquier situación. Por favor, no dudes en contactar con nuestro equipo de soporte para revisar tu caso en detalle y darte una solución lo antes posible. Tu satisfacción y confianza son muy importantes para nosotros.

Lamentamos que te sientas insatisfecho con nuestro servicio. Te aseguramos que actuamos siempre conforme a la normativa vigente y nuestros Términos y Condiciones. Si tienes alguna reclamación o consideras que ha habido un error, te animamos a ponerte en contacto con nuestro equipo de soporte para revisar tu caso y proporcionarte toda la información necesaria. Estamos aquí para ayudarte y resolver cualquier incidencia que puedas tener.

Thanks for the detailed responses.

• Have you checked your bonus history in order to learn whether any bonuses were active or if any max cashout limit affected your balance?
• Around the time of the incident, were any bonuses activated based on the records available to you? Kindly share the relevant screenshots for us to review.
• Kindly include the correspondence between you and the casino regarding the deposit refund and the date it was supposedly returned.

When submitting communication, please provide screenshots, chat transcripts, or emails exchanged between you and support instead of copying text.

My email is tomas@casino.guru

Thanks in advance for your cooperation.

Dear Tomás,

Thank you for your follow-up.

I've checked my bonus history and there's no clear record of me having an active bonus at the time I requested the withdrawal. In any case, the system allowed me to submit the withdrawal request, which is normally not possible if there are outstanding wagering requirements.

Nor have I found any evidence that a maximum withdrawal limit was applied that would justify the difference between the €705.68 requested and the approximately €555 returned.

I have attached screenshots of the bonus history and account for your review.

Regarding the alleged deposit refund mentioned by the casino:

- I have checked my bank account and there is no refund or return of any deposit.

- All payments were authorized and processed successfully.

- The casino has not provided me with any clear proof or specific date of said alleged refund.

I have also attached screenshots of:

- The communication with the casino where they mention the supposed refund

- Chats with support

- Emails exchanged

Furthermore, I want to highlight a particularly worrying fact:

- In my account history there appears a bet placed on March 6 (€1 with a profit of €20) that I never made.

- This calls into question the reliability of the gaming history and the balance adjustments made by the casino.

I believe the casino's explanation is inconsistent, as the funds were credited, used for gambling, and no refund was ever reflected in my bank account.

I remain at your disposal for any further information.

Thank you so much for your help.

Sincerely,

Hector ****

Estimado Tomás,

Gracias por su seguimiento.

He revisado mi historial de bonos y no tengo constancia clara de haber tenido un bono activo en el momento en que solicité el retiro. En cualquier caso, el sistema me permitió realizar la solicitud de retirada, lo cual normalmente no es posible si existen requisitos de apuesta pendientes.

Tampoco he encontrado evidencia de que se aplicara un límite máximo de retiro que justifique la diferencia entre los 705,68 € solicitados y los aproximadamente 555 € devueltos.

Adjunto capturas de pantalla del historial de bonos y de la cuenta para su revisión.

Respecto al supuesto reembolso del depósito mencionado por el casino:

- He revisado mi cuenta bancaria y no existe ningún reembolso ni devolución de ningún depósito.

- Todos los pagos fueron autorizados y procesados correctamente.

- El casino no me ha proporcionado ninguna prueba clara ni fecha concreta de dicho supuesto reembolso.

Adjunto también capturas de pantalla de:

- La comunicación con el casino donde mencionan el supuesto reembolso

- Chats con soporte

- Correos electrónicos intercambiados

Además, quiero destacar un hecho especialmente preocupante:

- En el historial de mi cuenta aparece una apuesta realizada el día 6 de marzo (1 € con ganancia de 20 €) que yo no he realizado en ningún momento.

- Esto pone en duda la fiabilidad del historial de juego y de los ajustes de saldo realizados por el casino.

Considero que la explicación del casino no es coherente, ya que los fondos fueron acreditados, utilizados para jugar y nunca se reflejó ninguna devolución en mi cuenta bancaria.

Quedo a su disposición para cualquier información adicional.

Muchas gracias por su ayuda.

Atentamente,

Héctor ****

I've attached more screenshots.

Adjunto más capturas.

Thanks for the clarification.

• Have you checked the records for your deposit made on January 3rd or on March 1st as well?
• How is it displayed in the casino's records?
• How does it appear on your bank statement from that time? Is the transaction successful from your point of view?

Please let me know. I apologize for the inconvenience.

Dear Tomás,

Thank you for your message.

I have reviewed the records of the aforementioned deposits:

- Both the deposit from January 3rd and the one from March 1st appear in my casino account as credited correctly and were used to play.

- In my bank statement, these transactions also appear as payments made successfully, without any subsequent return or refund.

From my point of view as a user:

The transactions were authorized by my bank

- The money was charged correctly

- There is no return record associated with those deposits.

Therefore, there is no evidence that the alleged "refunded deposit" mentioned by the casino actually occurred.

Attached are screenshots of:

- Casino deposit history

- Corresponding bank statement (hiding sensitive information)

I believe this demonstrates that the funds were valid and that the adjustment made by the casino is not justified.

I remain attentive to any additional information you may need.

Thank you so much for your help.

Sincerely,

Hector ******

Estimado Tomás,

Gracias por su mensaje.

He revisado los registros de los depósitos mencionados:

- Tanto el depósito del 3 de enero como el del 1 de marzo aparecen en mi cuenta del casino como acreditados correctamente y fueron utilizados para jugar.

- En mi extracto bancario, estas transacciones también aparecen como pagos realizados correctamente, sin ningún tipo de devolución o reembolso posterior.

Desde mi punto de vista como usuario:

- Las transacciones fueron autorizadas por mi banco

- El dinero fue cargado correctamente

- No existe ningún registro de devolución asociado a esos depósitos

Por lo tanto, no hay evidencia de que el supuesto "depósito devuelto" mencionado por el casino haya ocurrido realmente.

Adjunto capturas de pantalla de:

- Historial de depósitos en el casino

- Extracto bancario correspondiente (ocultando información sensible)

Considero que esto demuestra que los fondos eran válidos y que el ajuste realizado por el casino no está justificado.

Quedo atento a cualquier información adicional que necesite.

Muchas gracias por su ayuda.

Atentamente,

Héctor ******

Dear Tomás,

Thank you for your message.

I have reviewed the records of the aforementioned deposits:

- Both the deposit from January 3rd and the one from March 1st appear in my casino account as credited correctly and were used to play.

- In my bank statement, these transactions also appear as payments made successfully, without any subsequent return or refund.

From my point of view as a user:

The transactions were authorized by my bank

- The money was charged correctly

- There is no return record associated with those deposits.

Therefore, there is no evidence that the alleged "refunded deposit" mentioned by the casino actually occurred.

Attached are screenshots of:

- Casino deposit history

- Corresponding bank statement (hiding sensitive information)

I believe this demonstrates that the funds were valid and that the adjustment made by the casino is not justified.

I remain attentive to any additional information you may need.

Thank you so much for your help.

Sincerely,

Hector ******

Estimado Tomás,

Gracias por su mensaje.

He revisado los registros de los depósitos mencionados:

- Tanto el depósito del 3 de enero como el del 1 de marzo aparecen en mi cuenta del casino como acreditados correctamente y fueron utilizados para jugar.

- En mi extracto bancario, estas transacciones también aparecen como pagos realizados correctamente, sin ningún tipo de devolución o reembolso posterior.

Desde mi punto de vista como usuario:

- Las transacciones fueron autorizadas por mi banco

- El dinero fue cargado correctamente

- No existe ningún registro de devolución asociado a esos depósitos

Por lo tanto, no hay evidencia de que el supuesto "depósito devuelto" mencionado por el casino haya ocurrido realmente.

Adjunto capturas de pantalla de:

- Historial de depósitos en el casino

- Extracto bancario correspondiente (ocultando información sensible)

Considero que esto demuestra que los fondos eran válidos y que el ajuste realizado por el casino no está justificado.

Quedo atento a cualquier información adicional que necesite.

Muchas gracias por su ayuda.

Atentamente,

Héctor ******

I've attached more screenshots showing that both my bank and Ivybet subscribers have charged me.

Ajunto más capturas donde se ve que tanto en mi banco me lo han cobrado como en ivybet abonados

Dear hectorcamorra8,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello hectorcamorra8,

I'm Michal, and I have taken over this complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite IvyBet Casino to join the conversation.

Dear IvyBet Casino,

Could you please provide a detailed clarification of the sequence of events, including the alleged "refunded deposit," as well as an explanation of why the player received only €555 instead of the original €705.68 after the withdrawal request was canceled?

We would appreciate a clear and comprehensive breakdown of this matter and look forward to your response.

If there are any relevant details or circumstances regarding this matter that cannot be shared publicly, I would appreciate it if you could provide them directly to me at michal.k@casino.guru for independent review.

Thank you in advance.

Dear hectorcamorra8,

We have identified an issue related to a deposit you made on January 3, 2026, at 11:00 UTC. This deposit was returned by the bank while the funds were still credited to your casino balance. Subsequently, a withdrawal was processed on January 3, 2026, at 11:26 UTC. As a result, our team had to adjust your balance by subtracting the winnings associated with this deposit.

We appreciate your understanding in this matter.

Dear Michal,

We have sent you an email with further information. Please review it at your earliest convenience.

Best regards,

IvyBet Casino

Dear Michal,

Thanks for the update.

I would like to clarify the following regarding the casino's response:

- I have checked my bank account again and confirm that there is NO refund or return of the deposit mentioned by the casino.

- All deposits were authorized, collected correctly and have not been reversed at any time.

- Therefore, there is no evidence that such a "returned deposit" actually occurred.

Furthermore, I would like to highlight several inconsistencies in the casino's explanation:

- If the deposit had actually been returned, the casino should have immediately blocked the funds, which did not happen.

- I was allowed to use the balance, continue playing and even request a withdrawal of €705.68.

- Subsequently, the withdrawal was cancelled and the balance adjusted without a clear or coherent explanation.

I also want to reiterate that my history shows a bet that I did not place (€1 with a €20 win), which raises even more doubts about the reliability of the casino's records.

Since the casino has not provided any concrete proof of the alleged refund (such as confirmation from the payment provider or transaction reference), I consider the balance adjustment made to be unjustified.

I would appreciate it if the casino could provide clear and verifiable proof of said refund.

Thank you so much for your help.

Sincerely,

Hector L***** A******

Estimado Michal,

Gracias por la actualización.

Me gustaría aclarar lo siguiente respecto a la respuesta del casino:

- He revisado nuevamente mi cuenta bancaria y confirmo que NO existe ningún reembolso o devolución del depósito mencionado por el casino.

- Todos los depósitos fueron autorizados, cobrados correctamente y no han sido revertidos en ningún momento.

- Por lo tanto, no hay evidencia de que dicho "depósito devuelto" haya ocurrido realmente.

Además, me gustaría destacar varias inconsistencias en la explicación del casino:

- Si el depósito hubiera sido realmente devuelto, el casino debería haber bloqueado inmediatamente los fondos, lo cual no ocurrió.

- Se me permitió utilizar el saldo, continuar jugando e incluso solicitar un retiro de 705,68 €.

- Posteriormente, el retiro fue cancelado y el saldo ajustado sin una explicación clara ni coherente.

También quiero reiterar que en mi historial aparece una apuesta que no he realizado (1 € con ganancia de 20 €), lo que genera aún más dudas sobre la fiabilidad de los registros del casino.

Dado que el casino no ha proporcionado ninguna prueba concreta del supuesto reembolso (como confirmación del proveedor de pagos o referencia de transacción), considero que el ajuste de saldo realizado no está justificado.

Agradecería que el casino aportara pruebas claras y verificables de dicho reembolso.

Muchas gracias por su ayuda.

Atentamente,

Héctor L***** A******

Dear IvyBet Casino,

Thank you for your email. I have responded back with some additional enquiries and am awaiting your reply.

Dear hectorcamorra8,

Thank you for your response. Please provide your bank statement in original PDF format covering the period from January through the end of March 2026 for independent review at michal.k@casino.guru. Kindly ensure the document is unaltered and submitted in their original form, without any modifications or edits.

Dear Michal,

I have sent the bank statement in original PDF format to your email for your independent review, as requested.

I look forward to your comments.

Thank you so much.

Sincerely,

Hector L***** A******

Estimado Michal,

He enviado el extracto bancario en formato PDF original a su correo electrónico para su revisión independiente, tal y como solicitó.

Quedo atento a sus comentarios.

Muchas gracias.

Atentamente,

Héctor L***** A******

Dear hectorcamorra8,

Thank you for providing the requested document.

Dear IviBet Casino,

I look forward to your response and remain hopeful that we can clarify the situation and move toward a resolution of this matter.

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 All,

Please note that we have forwarded this to our respective teams and had contacted the provider again. We are currently waiting for an update and shall update you accordingly.

Best regards,

IvyBet Casino

Dear IviBet Casino,

I look forward to your response and trust that we will be able to clarify the situation and work towards a fair resolution of this matter.

Dear Michal,

Thank you for your understanding.

We have received confirmation from the payment provider that the chargeback has been processed and the amount of 10 EUR has been returned to the bank account from which the chargeback was initiated.

For full transaction tracing and confirmation, the ARN reference below can be provided to the player's bank, which will allow them to locate and verify the settlement directly within their system.

ARN: 24086646003200133438606

In short, and to reiterate, our team had to adjust the withdrawal amount due to this transaction, as explained in detail above.

Best regards,

IvyBet Casino

Dear Michal,

Thanks for the update.

I have taken note of the ARN reference provided by the casino.

However, I would like to point out that the casino now mentions a supposed refund of 10 EUR, while the reduction applied to my withdrawal was significantly higher.

I requested a withdrawal of €705.68, but subsequently received approximately €555, so the difference is much greater than €10.

Therefore, even if such a refund of 10 EUR existed, I still do not understand how the total adjustment made by the casino is mathematically justified.

I kindly request that the casino provide an accurate and detailed breakdown of:

- the exact amount of the deposit allegedly refunded,

- the profits allegedly associated with said deposit,

- and the complete calculation that justifies the reduction from €705.68 to the amount finally paid.

I will also verify the provided ARN reference with my bank.

Thank you so much.

Sincerely,

Hector L****** A******

Estimado Michal,

Gracias por la actualización.

He tomado nota de la referencia ARN proporcionada por el casino.

No obstante, me gustaría señalar que el casino menciona ahora un supuesto reembolso de 10 EUR, mientras que la reducción aplicada a mi retiro fue significativamente superior.

Solicité un retiro de 705,68 €, pero posteriormente recibí aproximadamente 555 €, por lo que la diferencia es mucho mayor que 10 EUR.

Por ello, incluso si existiera dicho reembolso de 10 EUR, sigo sin entender cómo se justifica matemáticamente el ajuste total realizado por el casino.

Solicito amablemente al casino que proporcione un desglose exacto y detallado de:

- el importe exacto del depósito presuntamente reembolsado,

- las ganancias supuestamente asociadas a dicho depósito,

- y el cálculo completo que justifique la reducción desde 705,68 € hasta el importe finalmente abonado.

Asimismo, verificaré con mi banco la referencia ARN facilitada.

Muchas gracias.

Atentamente,

Héctor L****** A******

Dear hectorcamorra8,

Thank you for your message.

To clarify, the issue relates to a EUR 10.00 deposit made on January 3, 2026, at 11:00 UTC, which was later confirmed by the payment provider as charged back.

Because the deposit was reversed, the winnings generated from the activity linked to this transaction were also removed from the account balance. This is why the adjustment exceeded the original EUR 10.00 deposit amount and affected the final withdrawal value.

You may also verify the deposit directly in your transaction history on the account.

We hope this clarifies the reason behind the balance adjustment.

Best regards,

IvyBet Casino

Dear Michal,

Thanks for the update.

I have verified that I did indeed receive the credit of 10.00 EUR mentioned by the casino, but this amount appeared in my account on April 7, 2026, several months after the original deposit and after all the events related to withdrawal and balance adjustment.

Therefore, at the time of the incident I had no record of any refund or return.

I now understand that there was a refund of EUR 10.00; however, my main concern remains the proportionality and accuracy of the adjustment made by the casino.

I requested a withdrawal of €705.68 and ultimately received approximately €555, so I continue to request an exact mathematical breakdown that explains:

how much balance or profit was considered specifically linked to the deposit of EUR 10.00,

how the applied adjustment was calculated,

and how the final amount paid was determined.

My goal is to understand and verify that the adjustment made was correct and proportionate.

Thank you so much for your help.

Sincerely, Hector L******** A******

Estimado Michal,

Gracias por la actualización.

He comprobado que efectivamente he recibido el abono de 10,00 EUR mencionado por el casino, pero dicho importe apareció en mi cuenta el 7 de abril de 2026, varios meses después del depósito original y después de todos los eventos relacionados con el retiro y el ajuste de saldo.

Por ello, en el momento de la incidencia yo no tenía constancia de ningún reembolso ni devolución.

Entiendo ahora que existió una devolución de 10,00 EUR; sin embargo, mi principal preocupación sigue siendo la proporcionalidad y exactitud del ajuste realizado por el casino.

Solicité un retiro de 705,68 € y finalmente recibí aproximadamente 555 €, por lo que sigo solicitando un desglose matemático exacto que explique:

cuánto saldo o ganancias se consideraron vinculados específicamente al depósito de 10,00 EUR,

cómo se calculó el ajuste aplicado,

y cómo se llegó al importe final abonado.

Mi objetivo es comprender y verificar que el ajuste realizado fue correcto y proporcional.

Muchas gracias por su ayuda.

Atentamente, Héctor L******** A******

Dear IviBet Casino,

Thank you for the clarification and for outlining the reasons behind the actions taken in this case.

Please provide me with evidence confirming the amount won from the returned €10 and its appropriate reflection/deduction from the player's balance at michal.k@casino.guru for a review.

Dear hectorcamorra8,

Thank you for your response.

After reviewing the information and evidence provided by both you and the casino team, I must state that the casino’s actions appear justified under the circumstances.

A chargeback or reversed deposit is considered a serious issue across the online gambling industry, as the funds used for gameplay are effectively withdrawn back after they were already utilized within the casino environment. In such situations, casinos are generally entitled to remove winnings generated from gameplay connected to the reversed transaction.

I understand your concern regarding the proportionality of the adjustment and your request for a precise mathematical breakdown of how the final withdrawal amount was calculated. From a transparency perspective, I can agree that a more detailed explanation from the casino side would have been beneficial.

However, the key point remains that the €10 deposit in question was ultimately confirmed as reversed/charged back by the payment provider. As a result, the casino was entitled to adjust the balance and remove winnings associated with gameplay linked to those funds. In this context, the casino team in fact acted fairly.

A chargeback or payment reversal is considered a serious breach across virtually all online casinos. The fact that the funds were returned to you only in April sadly does not play a role, as this is managed entirely between the financial institutions. The casino has, in general, no influence over this. The main point that influences the entire situation is the chargeback/payment reversal.

Based on the currently available information and evidence, I do not see sufficient grounds to conclude that the casino acted outside its Terms and Conditions or standard industry practice in this particular matter.

Once I receive evidence confirming the amount won from the returned €10 and its appropriate reflection/deduction from your balance at that time, I will provide my final response.

Dear Michal,

We have sent you an email with the requested details. Please review it at your earliest convenience.

Best regards,

IvyBet Casino

Thank you for the provided evidence supporting the course of events as mentioned above, IviBet Casino.

Dear hectorcamorra8,

After reviewing all the information and evidence at hand I can confirm as a independent entity the following:

You made the deposit in question of €10 on January 3, 2026, at 11:00 UTC. Prior to this deposit you only had €0.27 in bonus funds from a previous bonus in your casinos balance. There were no real money funds in your casino account balance at that time.

Once the €10 were credited to your casino balance you naturally used them for gameplay. You placed some sport bets and played casino games as well from which you gained your winnings of €150.03

You requested the withdrawal of €150.03 at 11:26 on the same day. Prior to this, the bonuses or bonus funds were cancelled by you in order to enable the withdrawal of your real-money balance.

It appears that you most likely received the funds in your bank account here:

As it turned out the €10 deposit in question was ultimately confirmed as reversed/charged back by the payment provider. As a result, the casino was entitled to adjust the balance and remove winnings associated with gameplay linked to those funds.

This occurred following a review of your account during which the relevant discrepancies were identified.

The available evidence confirms that the casino deducted the appropriate amount from your subsequent winnings in accordance with their Terms and Conditions and consistent with standard industry practices.

As previously mentioned, I have carefully reviewed all information and evidence provided by both parties in my capacity as an independent mediator, and no wrongdoing or procedural irregularity was identified in the casino’s actions.

I trust that this has provided sufficient clarification regarding the matter.

Please let me know whether I may consider the case clarified and addressed, or if you require assistance with anything further.

Dear hectorcamorra8,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear hectorcamorra8,

While it appears that the matter has been clarified, we have not received confirmation from you on whether this case can be considered sufficiently addressed or if you need additional assistance. Due to your lack of response, we regrettably must move forward with closing this complaint as rejected. I would like to thank the casino team for their cooperation.

If you experience any further issues with this or any other casino in the future, please do not hesitate to reach out to us—we will try our best to assist you.

Best regards,

Michal

Casino Guru