IviBet Casino - El jugador enfrentó repetidos retrasos en el retiro debido al proceso de verificación prolongado.

Dear all, im trying to verify my account with the IVI BET casino.

I uploaded Passport,Proof of address, proof of payment.

All of them got verified.

Requested the cash out, it was declined.

I had to send an selfie + passport.

It got verified.

Requested the cash out again, it got declined again.

They requested an selfie,holding my passport plus showing players profile from the casino website.

It got verified.

Requested the cash out, again it got declined.

They wanted me to re send an passport picture.

So i did.

Now they saying i have to send an alternative document which proves my Identity.

This all has nothing to do with KYC anymore, since they requested all the mentioned things and i have forwarded all what they needed.

Its more than obv that here is something wrong at the IVI BET Casino.

If there is an chance to get the money out that would be great.

Else at least more and more people see what kind of casino IVI BET is.

Casinos like this should be out of the market, people like us putting the money in there, to have fun and entertainment and than u run in these "casinos" lets call it like this.

Please casino guru, if there is any help, id much appreciate it.

THANKS 🙂

Dear JJOKOCHA67,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please advise whether you sent an alternative document the casino requested?
• Could you please forward your recent relevant communication regarding the issue to my email at tomas@casino.guru?

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,

Tomas

Hey,

"Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner"

Yes and no tbh with you.

They have received 2 passports.

They received, Passport 2x, passport+selfie, passport+selfie+showing casino website.

Please explain to me where this has still something to do with kyc process, the kyc process or the passport or additional documents can be requested, i know.

But at the same time if i have forwarded all the mentioned documents, it comes to the end somewhere where its more than clear that i have fully verified myself.

Especially after the selfie holding my passport and showing the casino website in the background.

To answer your questions, yes i send an alternative passport and only communicated via live chat of the IVI BET casino.

Thanks in advance Tomas

Could you please send me the documents you submitted recently to the casino? I apologize for the inconvenience.

Send the information to tomas@casino.guru

Dear JJOKOCHA67,

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.

Hi Tomas, sorry for the late reply.

Just forwarded all documents to you.

Thank you very much, JJOKOCHA67, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of IviBet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hi JJOKOCHA67,

I've reviewed your case and am sorry that you came across such a problem with the KYC process. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear IviBet Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Would you please specify what are the reasons for asking for more documents if you previously have verified the photos of the passport and a few selfies of the player?

If you have any supporting evidence relevant to the case, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Hello,

The Security Department has reviewed the documents uploaded by the player and reviewed its last requirement to upload an alternative ID.

At this point, the player is verified, and he may set a withdrawal request.

We thank you for your patience.

Thank you for your response, IviBet Casino.

Dear JJOKOCHA67, can you please check and confirm that your account was verified and you can submit a new withdrawal request? Please, let me know if it will be processed this time. Thank you.

Hey good day everyone.

I can confirm my account got verified, as well that i have successfully received the winnings.

I want to thank every party to help me out in this case.

Wishing everyone all the best.

Jason

Dear JJOKOCHA67,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru