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Case summary:

I started my relationship with Ivibet by depositing €100 and placing a sports bet, which generated an additional €100 profit. This bet wasn't linked to any casino bonus, and the money I won was completely real.

I then used a portion of this balance to play at the casino with the first deposit bonus active. During this time, I placed bets exceeding the €5 limit stipulated in the bonus terms. I acknowledge that this behavior violated the rules, resulting in the forfeiture of the bonus and any associated winnings.

However, after losing the bonus, I was left with only real money and no active bonuses or associated restrictions. Bets that generated winnings over €2,000 were placed solely with real funds. Therefore, there was no connection to the bonus.

Despite this, Ivibet confiscated all my winnings, including those obtained with real money, after I lost and canceled the bonus. Their response simply cites the bonus terms in general terms, disregarding my playing history or the fact that subsequent winnings were obtained legitimately without any restrictions.

My complaints:

Winnings over €2,000 were obtained with real money only after the bonus was cancelled and lost completely.

There were no active bonuses or visible restrictions when placing the bets that generated these winnings.

Ivibet refuses to individually review my gambling history and claims that the confiscation decision is final and irreversible, which I consider unfair.

Actions taken:

I have requested a fair review of the case, asking that at least the winnings made with real money be returned.

Ivibet has refused to review the case in a reasoned manner and has responded with generic answers based only on the terms of the bonus.

If I don't receive a satisfactory response, I will proceed with a formal complaint through other mediation portals and with the Curaçao regulatory authority.

I am attaching screenshots and transcripts of the emails exchanged with Ivibet to demonstrate the veracity of my claim.

Resumen del caso:

Inicié mi relación con Ivibet depositando 100 € y realizando una apuesta deportiva, que me generó una ganancia adicional de 100 €. Esta apuesta no estaba vinculada a ningún bono de casino, y el dinero ganado era completamente real.

A continuación, utilicé una parte de este saldo para jugar en el casino con el bono de primer depósito activo. Durante este tiempo, realicé apuestas superiores al límite de 5 € estipulado en los términos del bono. Reconozco que este comportamiento violó las reglas, lo que resultó en la pérdida del bono y las ganancias asociadas.

Sin embargo, después de perder el bono, me quedé exclusivamente con dinero real y sin ningún bono activo ni restricciones vinculadas. Las apuestas que generaron ganancias superiores a 2.000 € se realizaron únicamente con fondos reales. Por lo tanto, no existía ninguna relación con el bono.

A pesar de esto, Ivibet confiscó todas mis ganancias, incluyendo las obtenidas con dinero real después de haber perdido y cancelado el bono. Su respuesta se limita a citar los términos del bono de manera general, sin tener en cuenta mi historial de juego, ni el hecho de que las ganancias posteriores fueron obtenidas legítimamente sin ninguna restricción.

Mis reclamaciones:

Las ganancias de más de 2.000 € fueron obtenidas solo con dinero real después de la cancelación y pérdida total del bono.

No existía ningún bono activo ni ninguna restricción visible al momento de realizar las apuestas que generaron estas ganancias.

Ivibet se niega a revisar individualmente mi historial de juego y afirma que la decisión de confiscación es final e irreversible, lo cual considero injusto.

Acciones tomadas:

He solicitado una revisión justa del caso, pidiendo que al menos se devuelvan las ganancias obtenidas con dinero real.

Ivibet se ha negado a revisar el caso de forma razonada y ha respondido con respuestas genéricas basadas solo en los términos del bono.

Si no recibo una respuesta satisfactoria, procederé con la reclamación formal a través de otros portales de mediación y ante la autoridad reguladora de Curazao.

Adjunto capturas de pantalla y transcripciones de los correos intercambiados con Ivibet para demostrar la veracidad de mi reclamación.

Dear Jonatan_72,

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

Please note, placing a bet while the bonus is active, losing or forfeiting a bonus, and collecting a win afterward is a known abusive strategy. If the casino determines you used such a strategy, we believe they are justified in confiscating winnings for it. We recommend you don't engage in similar strategies, otherwise, you might face similar difficulties.

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

• Is your account accessible to you? Can you log in?
• Have you received an explanation for the confiscation of your 2000€ winnings?
• Have you placed a 100€ bet after your initial bonus was forfeited or before it was forfeited?
• Could you please clarify in more detail what your game activity to accumulate 2000€ winnings? (Which games you played and when)
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Thomas,

Thank you very much for your prompt response and for taking the time to address my case.

I will now answer your questions so that you can better understand the situation:

Can I access my account? Can I log in?

Yes, I can currently access and log in to my account without any issues.

Have I received an explanation about the confiscation of my €2,000 winnings?

Yes, the casino has informed me that their decisions are based on the terms and conditions, and that they consider my behavior an "abusive strategy." However, they haven't specifically detailed what specific action violated the terms, beyond a generic response.

Did I place a €100 bet after losing the initial bonus or before?

Indeed, I placed higher bets after losing the bonus, when I considered I was no longer subject to its restrictions, but before then as well.

What was the accumulation of profits?

I mainly won by playing classic roulette after losing the bonus. I played with real money, not bonus money. I also had €2 from the slot machine's free spins, which I redeemed myself.

Share communication with the casino?

Of course. I'll email you shortly. tomas@casino.guru relevant transcripts of my communication with the IviBet support team.

I greatly appreciate your support and hope that, with your help, we can clarify this situation. I believe I acted in good faith and would like my winnings back, or at least a concrete and fair explanation.

I look forward to your comments.

Sincerely,

Jonathan *****

Estimado Tomás,

Muchas gracias por su pronta respuesta y por tomarse el tiempo de atender mi caso.

Paso a responder sus preguntas para que pueda entender mejor la situación:

¿Puedo acceder a mi cuenta? ¿Puedo iniciar sesión?

Sí, actualmente puedo acceder a mi cuenta e iniciar sesión sin problemas.

¿He recibido una explicación sobre la confiscación de los 2.000€ de ganancias?

Sí, el casino me ha comunicado que sus decisiones se basan en los términos y condiciones, y que consideran mi comportamiento como una "estrategia abusiva". Sin embargo, no han detallado específicamente qué acción concreta violó los términos, más allá de una respuesta genérica.

¿Realicé una apuesta de 100€ después de haber perdido el bono inicial o antes?

Efectivamente, realicé apuestas más altas después de haber perdido el bono, cuando consideraba que ya no estaba sujeto a las restricciones del mismo pero antes también.

¿En qué consistió la acumulación de las ganancias?

Las ganancias las obtuve jugando principalmente a la ruleta clasica en fechas posteriores a haber perdido el bono. Jugué con saldo real, no con saldo de bono, también tenia 2 euros de los giros gratis de la tragaperras que cancele yo mismo.

¿Compartir la comunicación con el casino?

Por supuesto. En breve le enviaré por correo electrónico a tomas@casino.guru transcripciones relevantes de mi comunicación con el equipo de soporte de IviBet.

Agradezco mucho su apoyo y espero que, con su ayuda, podamos aclarar esta situación. Considero que he actuado de buena fe y me gustaría recuperar mis ganancias o al menos una explicación concreta y justa.

Quedo atento a sus comentarios.

Atentamente,

Jonatan *****

Thanks for your reply.

Please understand that placing a bet, proceeding to lose the bonus balance, and receiving a win afterward might be considered an abusive strategy used to circumvent the wagering requirements of a bonus. If the entire balance is subject to bonus terms and conditions, which it appears to be in your situation, the bet can also be considered to be considered as breaching the maximum bet.

Please check the casino's general bonus rules: https://ivibetx.com/es/information/bonus-terms

1i. When using an activated bonus, the player's real money is wagered first, and the bonus money is wagered only afterward.

Consequently, we consider the decision to withhold these winnings as justified.

Due to the aforementioned reasons, this complaint will now be closed as rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.