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Dear Casino Guru team,

I request your mediation in a case of account closure and balance confiscation by the Ivibet platform, which occurred now in March 2026. My account was closed under the general allegation of "fraudulent activity", without any proof or details of the alleged infraction being presented to me.

I would like to highlight the key points of my case:

Amount in dispute: The total amount wrongly withheld is R$1,603.56.

I didn't use any bonuses: I played strictly with my real deposit balance. There was no use of welcome bonuses or any other promotion that would justify withdrawal restrictions.

Games used: My activity was limited to sports betting and the Bac Bo live casino game.

Impossibility of Fraud: As Bac Bo is a live dealer game with physically generated results, there is no technical means for a player to manipulate the results.

Lack of Transparency: Ivibet confiscated my legitimate profit without specifying which rule was violated, which I consider to be an abusive practice.

In view of the above, I request that Ivibet provide concrete proof of the alleged irregularity to this mediation team or, in the absence of proof, make full payment of my balance of R$1,603.56.

Prezada equipe do Casino Guru,

Solicito a mediação de vocês em um caso de encerramento de conta e confisco de saldo pela plataforma Ivibet, ocorrido agora em março de 2026. Minha conta foi encerrada sob a alegação genérica de "atividade de fraude", sem que me fosse apresentada qualquer prova ou detalhamento da suposta infração.

Gostaria de destacar os pontos fundamentais do meu caso:

Valor em disputa: O valor total retido indevidamente é de R$ 1.603,56.

Não utilizei bônus: Joguei estritamente com saldo real de meus depósitos. Não houve uso de bônus de boas-vindas ou qualquer outra promoção que justificasse restrições de saque.

Jogos utilizados: Minha atividade limitou-se a apostas esportivas e ao jogo de cassino ao vivo Bac Bo.

Impossibilidade de Fraude: Como o Bac Bo é um jogo com crupiê ao vivo e resultados gerados fisicamente, não há qualquer meio técnico para um jogador manipular os resultados.

Falta de Transparência: A Ivibet confiscou meu lucro legítimo sem especificar qual regra foi violada, o que considero uma prática abusiva.

Diante do exposto, peço que a Ivibet apresente provas concretas da suposta irregularidade a esta equipe de mediação ou, na ausência de provas, realize o pagamento integral do meu saldo de R$ 1.603,56.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify whether you have passed the full KYC verification at this casino, or at least submitted any identity documents for verification?
• Have you filled out your casino profile using your true and complete personal information?
• Were your winnings generated solely from the Bac Bo game, or did you also win something from sports bets?

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

Best regards

Veronika

Hello, Verônika,

Thank you for your feedback. Here are the correct details about my Ivibet account:

Did you go through the full KYC verification or submit any documents? Yes. I went through the full verification process and submitted all the documents requested, including my ID, proof of residence and proof of deposit. All my documents were sent and accepted by the platform before being blocked.

Did you fill out your profile using true and complete personal information? Yes, all the information provided in my profile is true and has been duly verified by the documents sent.

Were your winnings generated by Bac Bo gambling or sports betting? My winnings were mixed. Approximately R$ 550.00 was won in the Bac Bo game (Live Casino) and the rest of the balance was accumulated through sports betting.

Additional Information: I would like to point out that my account was fully verified (KYC approved), I played for about 3 days, I didn't use any bonuses and there were no violations of terms. The blocking and withholding of the balance occurred without any plausible justification after I had made a profit.

Olá, Verônika,

​Agradeço o retorno. Seguem os esclarecimentos corretos sobre a minha conta na Ivibet:

​Você passou pela verificação KYC completa ou apresentou algum documento? Sim. Eu passei pelo processo de verificação completo e enviei todos os documentos solicitados, incluindo meu RG, comprovante de residência e comprovante de depósito. Todos os meus documentos foram enviados e aceitos pela plataforma antes do bloqueio.

​Você preencheu seu perfil usando informações pessoais verdadeiras e completas? Sim, todas as informações fornecidas no meu perfil são verdadeiras e foram devidamente comprovadas pelos documentos enviados.

​Seus ganhos foram gerados pelo jogo Bac Bo ou apostas esportivas? Meus ganhos foram mistos. Aproximadamente R$ 550,00 foram ganhos no jogo Bac Bo (Cassino ao vivo) e o restante do saldo foi acumulado através de apostas esportivas.

​Informações Adicionais: Gostaria de reforçar que minha conta estava totalmente verificada (KYC aprovado), joguei por cerca de 3 dias, não utilizei bônus e não houve qualquer violação de termos. O bloqueio e a retenção do saldo ocorreram sem qualquer justificativa plausível após eu ter lucrado.

Before we proceed with the investigation, please forward me the documents you sent to the casino for verification at veronika.f@casino.guru. I appreciate your cooperation.

Dear LHY1000

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, Peter (peter.c@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,

Veronika

Please note that if the matter becomes solely about sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department that handles such issues.

Hello there,

Thank you LHY1000 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask IviBet Casino for their help in resolving this complaint. We would like to know why the player's account was closed and winnings confiscated.

Thank you!

Dear all,

We apologize for the delay in our response. Unfortunately, we did not receive an email notification regarding this complaint, which caused the delay. We kindly ask that this issue be reviewed and resolved to prevent similar situations in the future.

Regarding the complaint, we are currently investigating the details and will get back to you as soon as possible.

Thank you for your patience and understanding.

Best regards,

IviBet Casino

Dear all,

Following our investigation, we would like to inform you that the player’s account was closed due to opposite betting, which constitutes a violation of our Terms and Conditions (Clause 13).

The player’s deposit has been refunded accordingly.

Please note that the relevant evidence has been provided to Peter via email.

Thank you for your patience and understanding.

Best regards,

IviBet Casino

Thank you for providing me with the information IviBet Casino representative.

Dear LHY1000, the casino has provided me with evidence of opposite betting with another user in the network. As this is a clear attempt to gain an unfair advantage and a clear violation of principles of fair gambling, we believe the steps the casino has taken are justified, and we will subsequently reject your complaint. Thank you for your understanding.

Kind regards,

Peter