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Good morning, on November 3rd, I requested a withdrawal of 2130 soles at the IVIBET casino. Since that date, they have made me send photos with different codes on a paper, along with my ID and my utility bill. I have complied by sending them everything, and it shows my documents as approved, yet they still reject my withdrawal every day. They always come up with different issues, and they do not want to pay me. It's frustrating because I have sent all the requested documents. It's been 9 days now and they do not want to process my withdrawal. I hope you can help me. Have a good day.

Buenos días, el día 3 de noviembre solicite un retiro de 2130 soles en el casino IVIBET, desde esa fecha me han hecho enviarle fotos con diferentes códigos en un papel con mi DNI y mi recibo de servicios, he cumplido enviándoles todo, me sale documentos aprobados, pero igual me rechazan todos los días el retiro, siempre me salen con diferentes problemas, no me quieren pagar, es incómodo ya que les envié todos los documentos solicitados, ya van 9 días y no quieren pagarme el retiro solicitado espero me puedan ayudar buen dia.

Dear buer1991,

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,

Kristina

Hello good morning Kristina, thank you for responding, on November 3 I tried to make the withdrawal request of 2130 soles, and even though I had already sent them all the documents requested to verify my account, such as the payment receipts that I made, the photo of my ID both sides, and proof of services, then they asked me to take a selfie photo holding a code on a paper next to my ID, then they did the same thing with another code, then they also asked me for another code 4 times, then they asked me for a bank statement I already sent it to them, then they asked me for the payment slip from my company to see my income, everything is accepted, but they still continue to cancel my withdrawals, it is an inconvenience, be careful I never used any type of bonus, I made 4 payments in total of 2050 soles, and I lost them, now that I managed to recover some money they do not want to pay me putting obstacles every day. In total my withdrawal requests have been rejected 7 times. I hope you can help me, thank you very much in advance have a good day.

Hola buenos días kristina gracias por responder, del 3 de noviembre intento realizar la solicitud de retiro de 2130 soles, y por más que ya les había enviado todos los documentos solicitados para la verificación de mi cuenta, como son los comprobantes de pago que realize, la foto de mi DNI ambos lados, y la prueba de servicios, luego me pidieron tomarme foto selfie sosteniendo en un papel un código junto a mi DNI, luego me hicieron lo mismo con otro código, luego igual me pedían otro código fueron 4 veces, luego me pidieron un extracto bancaria ya se los envié, luego me pidieron la boleta de pagos de mi empresa para ver mis ingresos, todo me sale aceptado, pero igual siguen cancelando mis retiros, es una incomodidad, ojo nunca use ningún tipo de bono, hice 4 pagos en total de 2050 soles, y los perdí , ahora que logre recuperar algo de dinero no me quieren pagar poniendo travas todos los días. En total van 7 veces rechazadas mis solicitudes de retiro. Espero me puedan ayudar muchas gracias de antemano buen dia.

Thank you for your reply, buer1991. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do you currently have any pending withdrawals?
• Have you made any successful withdrawals before? 
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Dear buer1991,

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.