IviBet Casino - La cuenta del jugador ha sido cerrada sin explicación.

Hello,

I have a verified account at this casino. I've played casino games and bet, and after ordering two withdrawals, they tell me the account is being closed because I violated the Terms and Conditions. They don't tell me I'm in breach; they just keep my funds. I'm attaching the email I received. It's unusual for them to keep my winnings without being able to do anything and without providing any information other than an email.

Hola,

Tengo cuenta verificada en este casino, he jugado casino y apuestas, y tras ordenar dos retiros me dicen que la cuenta se cierra porque he infringido los TyC, pero no me dicen que he incumplido, simplemente se quedan con mis fondos. Adjunto correo recibido. Es insólito que se queden con las ganancias sin poder hacer nada y sin dar más información que un correo.



Dear florentinapina27,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• How much have you deposited? Was your deposit returned successfully?

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

Best regards,

Tomas

Dear florentinapina27,

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, sorry for the delay.

As I send attached, the Ivibet Casino says that I have done fraud in my account without further information. They do not provide further information, only we close your account because fraud and that is all



Thanks for your reply.

Kindly respond to the questions I asked earlier before we proceed.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• How much have you deposited? Was your deposit returned successfully?

Looking forward to your reply.

Hello,

I registered on January 20th, and was blocked around March 10th.

I've played casino, roulette specifically, but mostly sports betting.

I have NOT used any bonus

I deposited about €600, and made €1,100 in profit.

It was when I ordered the withdrawal, when (oh, surprisingly) they told me that I had committed fraud (but without telling me what fraud I had committed).

From then until today...

Thank you for your help

Hola,

Me registré el 20 de enero, y me bloquearon sobre el 10 de marzo

He jugado casino, ruleta concretamente, pero la mayoría apuestas deportivas.

NO he usado ningún bono

Deposité sobre 600€, llegué a 1100€ de ganancias.

Fue al ordenar la retirada, cuando (oh, sorprendentemente) me indican que he cometido fraude (pero sin decirme cual es el fraude cometido).

Desde entonces hasta hoy...

Gracias por su ayuda

Thank you very much, florentinapina27, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you florentinapina27 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 was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear florentinapina27 and Peter,

We would like to inform you that we have sent all the evidence to Peter via email for review. Please check your inbox for the details.

Thank you for your patience and cooperation.

Best regards,

IviBet Casino

Hello,

Can't you send me the evidence of the fraud block?

Greetings

Hola,

No podéis enviarme a mi las pruebas del bloqueo por fraude??

Saludos

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

florentinapina27, the casino has provided me with evidence that raises concerns about the validity of your account. According to the information provided by the casino during your first verification attempt, you provided documents not belonging to you but to someone who had already registered in the casino and had their account blocked due to fraudulent activity. It was also discovered that you received funds that were used to deposit into the casino from the cryptocurrency wallet of the same person.

As you may know, it is an industry standard that each person may only operate one account in their name and using their own funds to deposit. As your activity proves that you have clearly violated this policy, we believe the steps the casino has taken are justified. For that reason, we will subsequently reject your complaint. Thank you for your understanding.

Kind regards,

Peter