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Dear Casino Guru Support Team,

I am writing to raise a complaint regarding the unfair treatment I have received from IVIBET. Despite complying with all verification requests, my account was closed, and my funds were confiscated without a proper explanation.

Timeline of Events:

July 2, 2024: I uploaded the front/back of my ID, Skrill account statement, and a utility bill as requested.

July 2, 2024: I made a withdrawal request of 4000 EUR to my Skrill account.

July 2, 2024: Additional verification documents were requested, including:

Bank statement with all transactions for the last 3 months.

Document confirming the source of income used for deposits.

Skrill account statement for the last 3 months.

Photo of me holding my ID.

July 13, 2024: I was informed to upload all documents to my profile and to make a new withdrawal request.

July 15, 2024: I was notified that my account had been identified with fraudulent activity, leading to its closure and the confiscation of all funds.

July 15, 2024: I was informed there was no chance of reopening my account. It was stated that my last deposit would be refunded.

I believe this action is not good as I have provided all the necessary documents and have not engaged in any fraudulent activities. I request a thorough investigation into this matter and the return of my confiscated funds.

Dear kristijans319,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on while your account was active - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• The dispute value does not match the number in your message. Could you please clarify the dispute value? How much money is being held in your casino account?

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

Best regards,

Kristina

Slot, it was real money but i have a active bonus, 5500 euro

Thank you very much for your reply, kristijans319. Did the casino specify which rule(s) you breached? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Our security department has identified activity in your account, which is considered as fraud.

In this regard, your account has been closed and all funds have been confiscated.

If in the future we find out that you have opened a new account in our company, the accounts will also be closed and all funds confiscated.

This decision was made by the management of our company and is not subject to further consideration.

Respectfully,

IviBet Support Team

They just copy paste this every time i asked why.

I see on the forum this group does the same thing.

Thank you very much, kristijans319, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello kristijans319,

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

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

Dear IviBet Casino,

Can you please clarify what alleged fraudulent activity the player should have committed? If this information cannot be shared publicly, please forward it to me at michal.k@casino.guru

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 kristijans319,

Please forward all the documents you have provided to the casino team for verification to me at michal.k@casino.guru

Dear kristijans319,

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.

Didin't you received it yet?

Dear kristijans319,

I have not received any email from you yet, please forward all the documents you have provided to the casino team for verification to me at michal.k@casino.guru

PLease check now

Dear kristijans319,

I have received your email with the attached documents successfully.

After carefully reviewing the information and evidence provided, I regret to inform you that I am no longer able to pursue this case.

It is an industry standard that all players must provide valid original documents held in their name for KYC and AML purposes. Providing edited or tampered documents as it appears to be in this case, is unacceptable in any casino. If this is detected, casinos have the right to cancel the withdrawal and permanently close the player's account. We agree with the casino's reasoning, as communicated to you by their team via email.

Given these circumstances, I cannot assist you further, and this complaint will now be closed as rejected.

Best regards,

Michal

Casino Guru