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Good day,

Today I tryed to withdraw the sum of 7320 from ivibet, and without any reason or proof they closed my account saying that I have multiple accounts according to their security check.

Of course that I have only one account.

Due to this reason they closed my account and the ballance which I tryed to withdraw was confiscated.

Can you help many e to recover my money?

Many thanks

Dear paunalexandru,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Have you verified your account previously, please?

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,

Petronela

Good day,

There is nobody that can use my e mail address, so I am 100% shure that I have no other account opened in the casino.

I invested abt 150$ money which they tooked without any problem, and when I win (abt 1700$) I uploaded the requested documents for verification, and they have been approved by the casino, and when I made the withdraw they immediately disabled my acoount sayind that I have multiple accounts.

The money were not accumulated by bonus, as the code for promotion didn't work, but that didn't bother me, I played from my money.

I tryed to contact the casino several times, but the only answers I get is that the desicion și final and without any negociation.

I asked for a proof several times but they keep on sending me to their terms and conditions, I told them that I have no multiple accounts.

At least if they are not willing to pay, maybe I can get my investment back, this is not normal!!

Many thanks

Thank you very much, paunalexandru, 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, paunalexandru,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite IviBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear IviBet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What an (unfair) advantage did he gain by playing in this way if the winnings were obtained only using his real money deposits?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Good day and thank you,

I know it's a long shot as they have been very uncooperative and radical, telling me all the time that the desicion has been taken by the casino management and it is final and without any negotiation, I really tryed to communicate with they but seems like you are hitting a wall at all times.

It was my first time that I played in this casino and I really don't understand why I have been accused of having multiple account, unless they are not willing to pay the players winnings.

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 day,

They will not respond, as they did not respond to me, it is a waste of time, they are not willing to pay anything if someone is winning, inventing all sort of stupid rules

I can't do anything anyway

Many thanks for your time

Dear paunalexandru,

Unfortunately, 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 possible way how you can try to get your winnings back - to file a complaint with the gaming authority that regulates the casino - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or by sending your complaint to info@gaming-curacao.com. 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.

If there is any progress with your issue or you need help, please let me know 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

Greetings all,

The complaint was reopened after receiving an email from the casino.

"Dear paunalexandru,

We apologize for the delay in responding to your complaint and appreciate your patience.

Upon reviewing your case, it was found that you had created two accounts on our platform. Subsequently, during the withdrawal process, a second, older account was identified. According to our terms and conditions, the creation of duplicate accounts is prohibited. Therefore, the new account from which you requested a withdrawal was closed, and the funds were confiscated.

We understand your frustration and assure you that this action was taken in accordance with our policies to maintain fairness and integrity on our platform.

If you have any further questions or concerns, please feel free to reach out to us.

Best regards, IviBet Casino"

Dear IviBet Casino Team,

I would like to repeat a part of my previous post added here a year ago.

"What an (unfair) advantage did he gain by playing in this way if the winnings were obtained only using his real money deposits?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru)."

It would be appreciated if we could see the evidence confirming the dates and times of linked accounts' registrations, connections/details that linked them, the last activity per each account (date/time), what the activity was (games played, bonuses if there were any), and what (besides creating another account) was breached. Please note if the player played only with his real money and did not gain any unfair advantage by having another account (if, for example, there was a significant time between using the allegedly linked accounts, he played only slots without bonuses...), there was not a justified reason to confiscate any of his winnings, and they should have been paid out.

Looking forward to hearing from you.

Greetings!

Thank you for your patience. We would like to confirm that we have sent the necessary files regarding the complaint to the email address provided.

Best regards, IviBet Casino

The account they where talking about, was not mine, and on the date of opening I was not even in the country, I am a seaman, and at that time I was in the middle of the ocean, making it impossible to even access the internet, fact that can be proven with my papers.

I played fair and from my own money without gaining any advantage or bonuses, and when I request the withdrawal they close my account immediately

Dear IviBet Casino Team,

Thank you for your email and the details. Can you please look at my last email regarding the matter and provide me with the requested info/evidence?

Dear paunalexandru,

Based on the personal details from both accounts (and to let you know that I mean it really seriously this time) - it is clear that both linked accounts belong to you regardless of the used IPs or internet connection. You only registered with a different email and switched your name and surname upside down on your second account compared to the previous one. However, it was done significant time after the first account was registered.

Can you please somehow explain to us what was the reason for opening a new account?

Was any bonus used on your first account, and was any bonus used on your disputed account? Were the disputed winnings accumulated with a bonus?

Please note that I was already provided with sufficient evidence for multiple accounts. Now I am trying to find out why you did that, and if you gained any unfair advantage. Although I am waiting for further details from the casino, it would be great if, in the meantime, you could tell us what really happened.

Looking forward to hearing from you.

As I said from the begining the wining was fair, using only my own money, I didn't use any bonus or advantage.

The alegged account, as I said was not mine, and at the time of opening I was in the middle of the ocean, I could not even acces the internet.

The e-mail from which the account was opened is beeing used by somebody else as is linked to a apple account (I Don t use that email anymore) . Honestly I don't really know what happened,I played fair and at the moment of opening the account I did not know that another is already opened.

I had absolutely no any advantage because I didn't even know of another existing account

Dear paunalexandru,

I can see you used a bonus on your casino account and that the linked account, which was registered earlier with your personal details (in the way I mentioned above, and it was not an Apple email there), was logged in on the same day as your disputed account, from the same device and internet connection/IPs. It means you are providing us with incorrect and misleading information during the entire complaint process.

Is it please clear to you now? The data shows you created more than one account at the casino. In addition, it would not have made sense if someone else had created the account with your personal data because it would have made the KYC/verification impossible. Anyway, you accessed both accounts from your device on the same day (the day when both linked accounts were probably closed and you submitted the complaint).

So, what was the activity on the first account, and did you use any bonuses there?

Can you please provide me with the information on how you could log into the first account if you, as you claimed above, did not know about another account?

Can you share with me a screenshot of the communication between you and the casino where they informed you about the details of the linked account?

Feel free to post it here with your next response or send it to my email (branislav.b@casino.guru).

I am trying to help you and requesting correct and true information. But please note if you fail to cooperate and keep providing misleading information, I will be forced to close/reject the complaint.

Good day,

Pls find attached the conversation with the casino.

As I said before, I only played from my own money, did not use any bonus or advantage.

In the conversation you cand see that they told me about another account long after they closed my linked account.

As I said I did not know about another account until they told me.

I did not open that account, I am not using that e mail anymore.

In the other account, was a log in after they sent me a file with the first account details.

At the time I opened the linked account, I was not aware of another account and did not acces it, you cand check the times.

I played fair and all the winings where from using only my own money.

The conversation attached to your e mail adress

Dear paunalexandru,

Alright, since I can see you are not able and willing to cooperate, we cannot help you anymore. You were warned in my previous post.

You were informed that I received sufficient evidence supporting the casino's claims about multiple accounts, and from the communication between you and the casino, which you sent to my email, I can see that the casino even shared with you the details of both linked accounts.

"As I said before, I only played from my own money, did not use any bonus or advantage.

In the conversation you cand see that they told me about another account long after they closed my linked account."

1. I could see that some bonus was used on your disputed account.
2. You received the details about the first linked account (registered earlier) from the casino on April 10, 2024. However, I can see you logged into the first linked account on the same date your disputed account was closed, which was 3 days earlier than the casino informed you about the details of the first account.

After gathering all the necessary information and details from the casino and you, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts. It is not clear what you gained by playing in such a way, and whether you used any bonus on the first account (which would mean a bonus abuse) or whether your disputed winnings were made with a bonus or not, however, since you keep providing us with incorrect/misleading information during the entire complaint process, I cannot see a reason for further investigation.

The casino acted in accordance with its terms and conditions.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. However, if I understood your communication with the casino correctly, you claimed that you had submitted a complaint to the regulator shortly after the issue occurred. So, feel free to let me know how the regulator decided on the matter, with their decision. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru