IviBet Casino - El jugador lucha por retirar su saldo.

I'm having a hard time withdrawing my winnings and I feel like I needed to file this complaint for the conduct the site is having.

I made a withdrawal and sent all the requested documents.

And in my account all the requested documents appear as accepted by the casino.

But every time I make a withdrawal, they return the amount to the balance and keep claiming that I must provide a document proving my address. I've sent it several times, the last time I took a picture with my cell phone because they wanted it that way, they didn't accept it digitally.

Then they sent an email asking why I chose the RUB currency, I explained in the chat and by email the reason.

Every time I try to make a withdrawal I receive an email a few hours after it is being analyzed and then they return it. I tried to do this like 4 times.

I found the insistence on proof of address strange because in my account absolutely all the documents they asked me for are approved.

I will attach a print of my account showing the approved documents, as well as proof of emails exchanged.

Estou tendo muita dificuldade para sacar meus ganhos e sinto que precisava fazer essa reclamação pela conduta que o site está tendo.

Eu fiz um saque e enviei todos os documentos solicitados.

E na minha conta aparece todos os documentos solicitados como aceites pelo cassino.

Mas cada vez que faço um saque devolvem o valor para o saldo e ficam alegando que devo fornecer um documento de comprovação do meu endereço. Já enviei várias vezes, na última tirei foto com meu celular porque queriam desse jeito, não aceitaram por meio digital.

Depois enviaram e mail questionando porque escolhi a moeda RUB, expliquei no chat e por e mail o motivo.

Toda vez que tento fazer saque recebo e mail algumas horas depois que está sendo analisado e depois devolvem. Tentei fazer isso umas 4 vezes.

Achei estranho a insistência na prova de endereço porque na minha conta está aprovado absolutamente todos os documentos que me pediram.

Vou enviar em anexo um print da minha conta mostrando os documentos aprovados, bem como a prova de emails trocados.

Hello simodiether,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IviBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Dear simodiether,

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.

Hello.

Thanks for the help and collaboration.

After many emails I was able to resolve it with the site and the withdrawal was paid.

Olá.

Obrigada pela ajuda e colaboração.

Depois de muitos e mails já consegui resolver com site e o saque foi pago.

Thank you simodiether for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick