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Hello, I want to make a complaint, I have 155 euros I want to withdraw but they keep denying, I have sent in my id bank transaction invoice, I don't know what else I can send in because they say the same things all the time, I'm getting tired of what they want my money but nothing works, can you please help me further with my case

Hej jag vill göra en klagomål jag har 155 euro jag vill ta ut men de nekar hela tiden jag har skickat in min id bank transaktion faktura vet inte mer vad jag kan skicka in för dom säger samma saker hela tiden börjar bli trött på de vill ha mina pengar men inget funkar kan ni snälla hjälpa mig vidare med mitt ärende

Dear lucaschamoun603,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the casino keeps rejecting your withdrawal due to incomplete verification?

Have you accumulated your winnings with or without an active bonus? Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

yes I have sent them here plus a little more but similar pictures and they are denied, I get a reply after 10 minutes each time that they don't go last, a day ago, no, I won 155 euros directly from 10 and wanted to withdraw but they went not

yes jag har skickat dom här plus lite mer men liknade bilder och dom ba nekas jag får ju svar efter 10 min varje gång om att de inte går sist va en dag sen nej vann direkt 155 euro från 10 o ville ba ta ut men de gick inte

I don't understand what they want, what I should have, they ask again and again, everything I think they want to get, like they say, invoice address, bank account number with my name on it, and I have done that, and then a proof that I deposited the money

Fattar inte vad dom vill vad jag ska ha gör ju ba om o om igen allt jag tror dom vill få liksom de står ju ba faktura adress bankkontonummer med mitt namn på o de har jag ju gjort o sen en bevis på jag lagt in pengarna

Hello, I want an answer as soon as possible

Hallå vill ha svar så snabbt som möjligt

Thank you very much for your reply, lucaschamoun603. Before we contact 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.

They say the same thing all the time, even though I sent all the documents they want

dom säger ba samma sak liksom hela tiden fast jag skickat alla dokument dom vill

Thank you very much, lucaschamoun603, for your cooperation. 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 lucaschamoun603 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 is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hi how are they doing with the answer

Hej hur går de med svaret

I have contacted a casino representative and was informed that you are trying to withdraw to different card than you deposited with and that is against the casino rules. If you withdraw with the card you used to deposit, the withdrawal should go through. Please keep me informed if your withdrawal has been successful.

Thank you!

I took out with Apple Pay, so they should go to the same card?

Jag tog ut med Apple Pay så de borde ju gå de samma kort ?

I've been getting the same answer all the time, even though I checked my account where I put it, I'm annoyed, it's been 1 month and the same crap has sent proof but they want it again, what a crappy site you are

Jag har fått samma svar hela tiden fast jag kontrollerade mitt konto där jag lagt blir irriterad de har fan gått 1 månad o samma skit har skickat bevis men dom vill ba ha de igen va äre för skit sida igentligen

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.

Hi, I've complained but haven't received an answer, how do I get my money back and what do they want? I've made all the documents they ask for etc.

Hej jag har klagat men inte fått något svar hur jag ska lösa mina pengar o vad dom vill ha jag har gjort allt dokument dom ber om mvh

Dear lucaschamoun603, Casino representative has told me that you are trying to withdraw with cards using different names, can you check what card you used with ApplePay and make sure you are withdrawing with the same one? I was also told you could make a small deposit using the second card and that you would be allowed to withdraw your money through it.

Thank you in advance.

Hello, I tried to put in 10 euros and then made a withdrawal this time, but they were denied again

Hej jag tästa lägga in 10 euro o sen gjorde uttag denna gång men de nekades igen

I'm so tired of them saying 100 different things, first about another document and then about these, what the hell, are they too id**t casino that takes even money like that

Är så trött på att dom säger 100 olika grejer fan först om annat dokument o sen om de här va i helvete är de för id**t casino som tar ens pengar ba sådär

I put 200 in total and then I can't even withdraw a damn what the f*n are you on the handicap page

Jag lagt 200 totalt o sen kan jag inte ens ta ut ett sk*t va f*n äre för handikapp sida

I would advice you to try to contact the customer support and try to explain the situation as we done here, you can point them to this complaint. We'll see how they will approach this issue and if they'll make an exception according to the recommendation from the casino representative. Otherwise the new deposit you have made will have to be wagered 3x to so you'll be able to withdraw to the new card.

Lastly, I would like to ask you please, to watch your language. I fully understand your frustration and disappointment, but if you wish to proceed with this complaint, you need to restrain from using abusive language.

Thank you in advance!

Dear lucaschamoun603,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.