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Dear Casino Guru Team,

I would like to report an unresolved issue with Ivibet Casino.

On June 21, 2025, I won €7,506 in the slot game Bonanza Link: Cash Train during free spins that were part of a casino bonus. However, Ivibet only paid me €2,500 of this amount.

Their support claims that the game has a maximum win cap of 5,000× the bet size, which in my case (with a €0.50 bet) equals €2,500. They say this cap is built into the game mechanics and overrides any higher amount displayed.

However:

Nowhere in the bonus terms, general terms or game interface was this win limit clearly stated or visible before or during the spin.

The game visibly displayed €7,506 as the win at the end of the bonus round – this was not a fake or pending amount.

The operator referred me to the provider’s external site after the fact – which is not sufficient or transparent.

I have tried to resolve the matter with Ivibet support, but they refuse to pay the difference and insist the cap is valid.

I believe that this win cap should have been clearly disclosed before the game, especially since the platform showed a different result. This is misleading and not fair to the player.

I kindly ask for your help mediating this issue. I can provide:

Screenshots of the game showing the €7,506 win

Bonus and terms & conditions

E-mail correspondence with Ivibet

Thank you very much for your assistance.

Best regards,

Raphael

Dear raphael18168,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with IviBet Casino and your winnings from the Bonanza Link: Cash Train game.

To help us better understand the situation and mediate effectively, could you please clarify a few important points:

• Could you send us the full game history of the session where the €7,506 win occurred? Ideally, this should come directly from your casino account or be requested from IviBet support if not easily accessible.
• Do you recall whether there were any pop-up notifications, warning messages, or disclaimers shown in the game interface before or during the bonus spins?
• Could you confirm whether the bonus used was part of a deposit bonus, a free spins offer, or another type of promotion?
• Please forward any relevant screenshots, email communication, and the full bonus terms and conditions that applied to your session. You can send them to petronela.k@casino.guru for review.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear raphael18168,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru