IviBet Casino - La cuenta del jugador se cerró y las ganancias se confiscaron debido a una cuenta duplicada.

Hello everyone,

I am having an issue where my account was deleted and the payout was confiscated.

Apparently, due to a duplicate existing.

I had multiple withdrawal requests and was asked to verify with ID, selfie, proof of consumption via utility bills, et cetera.

I provided all the documents, except an electricity or gas bill as proof, because my wife is the one associated with that account. However, I did supply a landline bill, bank statement, and even my pay slip. The staff in chat understood this and wrote that it should suffice and that I should reapply for the payout. The result was then the closing of the account and the confiscation of the 2680 Euros.

Hallo zusammen,

ich habe das Problem, das mein Account gelöscht und die Auszahlung kofesziert wurde.

weil es angeblich ein duplikat gibt.

Ich hatte mehrere Auszahlungsanfragen und sollte mich verifizieren mit Perso, Selfie und Perso, Verbrauchsrechnung und und und

habe alle geliefert bis auf eine Strom oder Gasrechnung als Nachweis weil meine Frau den Anschluss führt aber ich habe Festnetzrechnung, Kontoauszug und sogar Gehaltsnachweis geliefert. Die MA im Chat haben das auch verstanden und geschrieben das dies eingentlich reichen sollte und ich einfach nochmal die auszahlung beantragen sollte und das ergebnis war dann die Schließung des Account und die kofezierung der 2680 Euro

Hello gutrobert,

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 are you registered in the casino? Is your balance accumulated from real money or bonus? Does anybody else from your household owns an account in this casino?

Did the casino provide any evidence of account multiplicity?

Looking forward to your answer.

Regards,

Nick

Hello Nick, thank you very much for your support.

I placed the first bet on February 19th, 2024 and I think I registered a day before or even on that day...

I live in an apartment building so I can only answer this question for myself and my wife and we only have this one account in our apartment which is under my name.

So, I deposited €500 at Ivibet and unlocked the bonus of €150. I did this with 2 combination bets (first bet €500 2-way combination = won; second bet 250€ 2-way combination = lost) so the bonus was released. Then I played some more bets. €300 single bet = won; 140 euros single bet = lost; 48€ single bet = won and 6.71€ (more than that was possible in the game) single bet = won.

So I would say it's not bonus money, it's the money I've won.

No, the casino has not provided any evidence.

Hallo Nick, vielen Dank für deine Unterstützung.

Die erste Wette haben ich am 19.2.2024 gesetzt und habe mich glaube ich einen Tag vorher angemeldet oder an dem Tag sogar...

ich wohne in einem Mehrfamilienhaus kann diese frage also nur für mich und meine Frau beantworten und wir in unserer Wohnung haben nur diesen eine Account welcher über meinen Namen läuft.

Also, ich hbae 500€ bei Ivibet eingezahlt und den Bonus damit freigespielt von 150€. Das habe ich mit 2 kombiwetten (erste Wette 500€ 2er Kombi =gewonnen; zweite Wette 250€ 2er kombi = verloren) damit war der Bonus freigespielt. Dann habe ich noch weitere Wetten gespielt. 300€ einzelwette= gewonnen; 140 Euro einzelwette= verloren; 48€ einzelwette= gewonnen und 6,71€ (mehr ging bei dem spiel neicht) einzelwette = gewonnen.

somit würde ich sagen, ist das kein Bonusgeld sondern mein Geld also gewonnenes.

Nein das Casino hat keine Beweise vorgelegt.

Dear Player,

Die Mail habe ich heute nochmal erhalten:

We would like to inform you that we have performed the security check, during which we found out that your account has a duplicate. Please note that it is only allowed to have one account per player/IP/device with or without bonuses. You have breached this rule. Therefore, the decision was made to close your account.

The Casino has zero tolerance for advantage play, such as but not limited to creating more than one account to get an advantage from the Сasino.

You can get acquainted with the full version of our Terms & Conditions on our website.

https://ivibet.com/information/terms-and-conditions

Keep in mind that you have agreed with our Terms & Conditions during the registration process.

The decision was made by the casino's management and it is final.

Best regards,

Casino Support Team

Hello gutrobert,

Are you aware of having multiple accounts or does anybody else from your household owns and account in this casino?

Hello Nick, no, I'm not aware of that, nor does anyone have another account.

Only Ivibet claims it without proving it.

Thanks for your support

Hallo Nick, nein das ist mir weder bekannt noch besitzt jemand ein anderes Konto.

Lediglich Ivibet behauptet es ohne es zu beweisen.

Danke für deine Unterstützung

Thank you gutrobert for the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

I would like to note that if the account closure is anyhow related to sports betting, we will be forced to close the complaint as we deal only with casino related issues.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you gutrobert 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 ask if you could provide any evidence of the multiple accounts to my email. (peter.c@casino.guru)

Thank you!

Hello Peter, thank you very much.

Did I understand correctly, you are now requesting proof from Ivibet?

Greetings Robert

Hallo Peter, vielen Dank.

Habe ich richtig verstanden, du forderst jetzt Beweise bei Ivibet an?

Gruß Robert

Yes that is correct, I am now contacting the casino affiliates. Thank you in advance for your patience.

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.

Okay...thanks for the support

Okay...vielen Dank für die Unterstützung

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (http://www.gaming-curacao.com/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter