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Good evening. I requested a permanent self-exclusion from the company but the account had 600 euros in it. I consider it logical and following from the moment the account was closed that the amount in the account be returned to me. I contacted by email but have not yet received a response.

Καλησπέρα σας. Ζήτησα μόνιμο αυτοαποκλεισμο από την εταιρεία αλλά ο λογαριασμός είχε μέσα 600 ευρώ. Θεωρώ λογικό και επόμενο από τη στιγμή που έκλεισε ο λογαριασμός να μου επιστραφεί το ποσό που έχει μέσα ο λογαριασμός. Επικοινώνησα με email αλλά δεν έχω λάβει ακόμα κάποια απάντηση.

Dear johnkoikos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your refund of the remaining balance requested?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully, I truly believe it’s only a matter of time before you’ll receive your payment.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

No, I didn't have time to request a withdrawal. The balance was in the account when I requested self-exclusion. But I thought it would be automatically withdrawn when the account is closed. Other companies do as far as I know. I also hadn't completed the account authentication. Thanks

Όχι δεν πρόλαβα να ζητήσω ανάληψη. Το υπόλοιπο υπήρχε στο λογαριασμό όταν ζήτησα αυτοαποκλεισμο. Θεώρησα όμως ότι θα γίνει αυτόματη ανάληψη με το κλείσιμο του λογαριασμού. Άλλες εταιρείες το κάνουν από όσο γνωρίζω. Επίσης δεν είχα ολοκληρωσει την ταυτοποίηση λογαριασμου. Ευχαριστώ

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

Hi johnkoikos,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear johnkoikos,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear johnkoikos,

We apologize for the delay in responding to your complaint. We would like to assist you in resolving the issue; however, we were unable to locate a player with the email provided.

If you could please provide us with additional details or verify the email associated with your account, we will do our best to address your concerns promptly.

Thank you for your understanding.

Best regards, IviBet Casino

Dear johnkoikos,

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.