iviCasino - El jugador afirma que el pago se ha retrasado.

I have been waiting for a withdrawal since May 25.

I have tried to contact via Mail every two days but they do not answer.

Llevo desde el día 25 de mayo esperando un retiro.

He intentado contactar vía Mail cada dos días pero no contestan.

Dear Jorolar89,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Jorolar89,

Have you received your withdrawal from the casino yet?

Hello again.

I have not received payment. My Documentation is uploaded (DNI and Capture of the PayPal payment method data)

And I also do not receive a response to the emails sent.

Greetings and thanks for your work

Hola de nuevo.

No he recibido el pago. Mi Documentación está subida ( DNI y Captura de los datos del medio de pago PayPal)

Y tampoco recibo respuesta a los correos enviados.

Un saludo y gracias por vuestra labor

Thank you for your reply, Jorolar89. Have you made any successful withdrawals before? Could you please advise if the casino verified your documents?

Have you accumulated your winnings with or without an active bonus?

Hello Kristina, the casino has not sent me any email, only that the withdrawal is accepted for processing, it is what arrives every time I give a new withdrawal. I have canceled the withdrawal and I have resent the request for it (via PayPal)

I have not received any bonus, and I do have some winnings (€68).

Income 100 on 05/11/2023

New withdrawal 168 on 06/06/2023

All the best

Hola Kristina, el casino no me ha mandado ningún correo solo que se admite a trámite la retirada, es lo que llega cada vez que le doy a retirada nueva. He anulado la retirada y he vuelto a mandar la solicitud de la misma (vía PayPal)

No he recibido ningún bono, y si tengo algunas ganancias (68€).

Ingreso 100 el día 11/05/2023

Retirada nueva 168 el día 06/06/2023

Un saludo

One last thing before we get in touch with the casino - could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Jorolar89,

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 Kristina. How you requested me, I have sent you the information to the email that you have provided me about 7 days ago. I'm sending you a screenshot of the mail.

Hola Kristina. Cómo me solicitaste, te he mandado la información a el correo que me has proporcionado hace unos 7 días. Te mando captura del correo.

Thank you very much, Jorolar89, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Jorolar89,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite iviCasino to join the conversation and participate in the resolution of this complaint.

Dear iviCasino,

May I request an update on the progress of the player's withdrawal?

Thank you.

Kind regards,

Tomas

Hello Tomas!

For my part still waiting. I am sending you a capture of the pending amount with a date.

A greeting and thanks for the help.

Hola Tomás!

Por mí parte aún esperando. Le mando captura del monto pendiente con fecha.

Un saludo y gracias por la ayuda.

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.

Dear Jorolar89,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Tomas