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After making a deposit of 200 EUR, I played Jack Hammer 2 at the casino. I attempted to withdraw a balance of 427.32 EUR via SKRILL. This withdrawal request was denied, and my account was closed on the grounds that multiple accounts existed -- which is not the case. I only have one account. This information came as quite a surprise to me.

As it stands, my account is now closed and my withdrawal has not been processed.

Nach einer Einzahlung von 200 EUR wurde im Casino Jack Hammer 2 gespielt. Der Kontostand von 427,32 EUR sollte via SKRILL ausbezahlt werden. Hierfür wurde eine entsprechende Auszahlung beantragt. Diese wurde abgelehnt und das Konto wurde geschlossen mit dem Hinweis, dass es mehrere Account vorhanden wären. Dies ist aber nicht der Fall. Es gibt nur einen Account von mir. Diese Information hat mich sehr verwundert.

Somit ist mein Account geschlossen und meine Auszahlung wurde nicht getätigt.

Dear RenThal86, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

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

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, 

Veronika

Hello,

There are no other members in my household.

The deposit was without a bonus.

I had already passed the KYC exam...it was a while ago.

Hallo,

in meinem Haushalt gibt es kein weiteres Mitglied.

Die Einzahlung war ohne Bonus.

Die KYC Prüfung hatte ich schon bestanden .. ist schon länger her.

Thank you very much, RenThal86, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello RenThal86,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an IviBet Casino representative to join this conversation and participate in resolving this complaint.

Dear IviBet Casino,

Could you comment on this matter and state why the player's account got blocked?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

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,

Stefan, Casino.Guru

We’ve reopened this complaint at the request of IviBet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear RenThal86,

We sincerely apologize for the delay in responding to your complaint and appreciate your understanding.

Upon investigation, it has come to our attention that you have created two accounts on our platform. When attempting to process your withdrawal, we discovered the existence of the older account, which is a violation of our terms and conditions. As a result, the new account from which you requested the withdrawal has been closed, and the funds associated with it have been deducted in accordance with our policies prohibiting duplicate accounts.

We understand that this situation may be frustrating, but please know that these measures are in place to ensure fairness and compliance with our terms of service.

Best regards, IviBet Casino

Dear IviBet Casino,

Thank you for your response and the information provided. Could you provide us with the evidence of such accusations? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

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 all,

In this situation, the screenshot below is all we can provide as a proof of duplicate accounts. We cannot share anything else because it would violate our security rules, terms, and conditions.

Thank you for understanding.

Best regards, IviBet Casino

Dear IviBet Csino,

You mentioned that the player created a second account, but the evidence shows that there are six matches with other accounts. Can you comment on this, please?

I'll be awaiting your reply.

Dear all,

The information we provided is related to several of our projects.

Best regards, IviBet Casino

Dear IviBet Casino,

Thank you for your response and the information provided. I am afraid that the provided evidence won't be sufficient. Could you provide us with additional evidence via email? You can send it to my email address stefan.m@casino.guru. It will stay confidential.

Thank you very much in advance.

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 all,

Our team is actively working on the request, but we need a bit more time.

Please rest assured that we are doing everything we can to resolve this matter as quickly as possible. We will get back to you with updates as soon as we have them.

Thank you for your patience and understanding.

Best regards, IviBet Casino

Dear IviBet Casino,

Thank you for your response and the information provided.

I'll be awaiting your reply.

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 all,

Thank you for your patience and understanding regarding this matter.

We would like to inform you that, according to our agreement with the security platform, we are unable to provide more screenshots. This is due to how the platform operates, as it performs analysis including third-party data.

Best regards, IviBet Casino

Dear IviBet Casino,

I am afraid that without any further evidence, the complaint will have to be closed as unresolved which will negatively affect your rating on our website. Please, let me know if you are willing to share any evidence or we can close the complaint as unresolved.

Thank you for your understanding.

Dear all,

Thank you for your patience.

We are currently reviewing the details of the case and will get back to you shortly with a response. We appreciate your understanding and patience during this time.

Best regards, IviBet Casino

Dear IviBet Casino,

Thank you for the provided information.

Please, keep us updated.

As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue. I can continue in communication with the casino on your behalf and try to get more information, but at the same time, I’m forced to reject your complaint.

I suggest you submit your complaint to one of these two websites that deal with sports betting-related complaints – https://www.osga.com/ or https://www.sportsbookreview.com/sportsbook-complaint/.

If it’s convenient for you, we can continue our communication through e-mail. My email address is stefan.m@casino.guru. Thank you very much for your understanding.

Kind regards,

Stefan