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I made a €20 deposit with Ivibet. I verified my account by sending a clear copy of my ID. However, when I requested a withdrawal, they also required a utility bill, proof of deposit, and a screenshot of my bank account with the IBAN visible.

I consider these demands excessive and unnecessary for such a small amount. I've already provided my legal ID, and there are no security or legal reasons to justify blocking a withdrawal of just €20.

I request that the withdrawal be approved without further delay. Otherwise, this could be considered an abusive practice.

Hice un depósito de 20 € en Ivibet. Verifiqué mi cuenta enviando una copia clara de mi DNI. Sin embargo, cuando pedí retirar mi dinero, me exigen también una factura de servicios, el comprobante del depósito, y una captura de mi cuenta bancaria con el IBAN visible.

Considero estas exigencias excesivas e innecesarias para una cantidad tan pequeña. Ya proporcioné mi documento de identidad legal y no hay razones de seguridad o legales que justifiquen bloquear un retiro de solo 20 €.

Solicito que se apruebe el retiro sin más trabas. De lo contrario, esto puede considerarse una práctica abusiva.

Dear Marestrom,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc.

Therefore, I recommend that you cooperate with the casino and provide all the required documents as soon as possible, so that the casino can verify your account and process your withdrawal.

Thank you in advance for your reply and understanding.

Best regards,

Kristina

Hello Cristina,

Thank you for your response. I understand that the KYC process is important to prevent fraud, but I believe the casino is taking excessive and disproportionate measures in this case, especially considering that the withdrawal I requested is only €20.

I've already provided my legal ID, and I have no way to send bills in my name because I live with my parents, and all the accounts are in their name, not mine. I also don't have any useful bank statements, as I used a basic payment method and don't have detailed banking information in my own name.

That's why I think the casino is using the KYC process as an excuse not to pay, even though I've already proven that I'm the person who deposited and that the withdrawal amount is minimal.

I request that the casino be required to apply proportionality criteria and process the withdrawal reasonably. I'd like to resolve this case with your help and not have to escalate it publicly, but I need a fair solution.

Thank you for your understanding.

Sincerely,

David

Hola Cristina,

Gracias por su respuesta. Entiendo que el proceso KYC es importante para evitar fraudes, pero creo que en este caso el casino está aplicando medidas excesivas y desproporcionadas, especialmente considerando que el retiro que solicito es de solo 20 €.

Ya proporcioné mi documento de identidad legal, y no tengo forma de enviar facturas a mi nombre porque vivo con mis padres y todas las cuentas están a su nombre, no al mío. Tampoco tengo extractos bancarios útiles, ya que usé un método de pago básico y no dispongo de información bancaria detallada a nombre propio.

Por eso considero que el casino está usando el proceso KYC como una excusa para no pagar, cuando ya he demostrado que soy la persona que depositó y que la cantidad a retirar es mínima.

Solicito que se le exija al casino aplicar criterios de proporcionalidad y procesar el retiro de forma razonable. Me gustaría resolver este caso con su ayuda y no tener que escalarlo públicamente, pero necesito una solución justa.

Gracias por su comprensión.

Atentamente,

David

Thank you very much for your reply, Marestrom. 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.

Hello Kristina,

Thank you for your reply. Let me explain the situation in more detail:

I made a €20 deposit at Ivibet. I submitted my ID and it was accepted, but when I requested a withdrawal, they started asking for more documents: a bill with my name on it, a bank IBAN, and a screenshot of the deposit.

The problem is that I live with my parents and I don't have any bills in my name. I also don't have a useful bank statement, as I used a basic payment method that doesn't leave that information in my name.

Unfortunately, I can't send screenshots of the chat because the system the casino uses is a temporary chat that doesn't save history and disappears when closed.

I'm just trying to withdraw the €20 I deposited. I didn't use any bonuses or promotions. I just want my money back, but the casino keeps putting up barriers and seems to be using the verification process as an excuse to block the withdrawal.

I really appreciate you reviewing my case. If you need me to forward this information by another means or need more information, I'm available.

Greetings and thank you very much,

Marestrom

Hola Kristina,

Gracias por tu respuesta. Te explico la situación con más detalle:

Hice un depósito de 20 € en Ivibet. Envié mi DNI y fue aceptado correctamente, pero cuando solicité el retiro, comenzaron a pedirme más documentos: una factura con mi nombre, un IBAN bancario y una captura del depósito.

El problema es que vivo con mis padres y no tengo ninguna factura a mi nombre. Tampoco tengo un extracto bancario útil, ya que usé un método de pago básico que no deja esos datos a mi nombre.

Lamentablemente no puedo enviar capturas de pantalla del chat, porque el sistema que utiliza el casino es un chat temporal que no guarda historial y desaparece al cerrarse.

Solo estoy intentando retirar los 20 € que ingresé. No usé bonos, ni promociones. Solo quiero recuperar mi dinero, pero el casino sigue poniendo barreras y parece estar usando el proceso de verificación como excusa para bloquear el retiro.

Agradezco mucho que revisen mi caso. Si necesitan que reenvíe esta información por otro medio o más datos, estoy disponible.

Un saludo y muchas gracias,

Marestrom

Have you tried to explain the situation to the casino and discuss your options for alternative documents? What was the casino's reaction?

Hello Kristina,

Yes, I tried to explain the situation to the casino several times via chat. I clearly explained to them that:

I live with my parents, so I don't have any bills in my name.

I also don't have any relevant bank statements, as the payment method used was very basic.

I have already provided my ID correctly.

I suggested sending an alternative document (such as a certificate of residence or an official letter with my address), but the casino was inflexible and kept demanding documents I couldn't obtain.

Their response was always the same: "You must submit all the required documents or the withdrawal will not be processed."

I don't consider this position reasonable, especially considering I'm only requesting a withdrawal of €20, money I deposited personally. I didn't use any bonuses or promotions. I sincerely believe the casino is disproportionately applying verification policies to avoid processing small payments.

I really appreciate your help and follow-up.

All the best,

David

Hola Kristina,

Sí, intenté explicarle al casino la situación varias veces a través del chat. Les comenté claramente que:

Vivo con mis padres, por lo que no tengo facturas a mi nombre.

Tampoco tengo extractos bancarios relevantes, ya que el método de pago usado fue muy básico.

Ya proporcioné mi documento de identidad (DNI) de forma correcta.

Propuse enviar algún documento alternativo (como un certificado de empadronamiento o una carta oficial con mi dirección), pero el casino fue inflexible y siguió exigiendo los documentos que no puedo obtener.

Su respuesta siempre fue la misma: "Debe enviar todos los documentos requeridos o no se procesará el retiro".

No considero que esta postura sea razonable, especialmente teniendo en cuenta que solo estoy solicitando el retiro de 20 €, dinero que ingresé personalmente. No usé bonos ni promociones. Creo sinceramente que el casino está aplicando políticas de verificación de forma desproporcionada para evitar procesar pagos pequeños.

Agradezco mucho su ayuda y seguimiento.

Un saludo,

David

Thank you very much, Marestrom, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear Marestrom,

I'm so sorry to hear about your issue with the casino. 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 the situation?

Thank you in advance for providing the information.

Dear Marestrom,

Thank you for reaching out and for your understanding. We appreciate your cooperation.

According to regulatory requirements, when withdrawing funds to a bank account, we must complete a full verification process to ensure the security of the transaction and compliance with anti-money laundering regulations.

At this point, your ID has been successfully verified, which is great. To complete the verification and approve your withdrawal, please provide the following documents:

-Proof of address: an official document issued in your name (e.g., utility bill, mobile phone bill, electricity bill, bank statement, etc.) showing your registered address, dated within the last 90 days.

-A screenshot of your bank account showing the IBAN and the account holder’s name.

-Proof of your last deposit: a screenshot of the bank transaction showing the amount, date and time, bank account number, and account holder’s name.

We understand that the withdrawal amount is small, but these requirements are mandatory for all players withdrawing to bank accounts. Once we receive all the required documents, we will promptly process your withdrawal request.

Thank you for your understanding and cooperation.

Best regards,

IviBet Casino

Dear Ivibet team,

Thank you for your reply.

I understand the need to comply with regulations, which is why I have already provided my ID, which you have confirmed as verified.

However, I don't consider it reasonable that, in order to withdraw an amount as small as €20, I should be required to provide screenshots of my personal bank account, deposit receipts already registered in their system, or an invoice with my address. These requirements seem excessive and disproportionate to me.

I ask you to please reconsider your position and proceed with the withdrawal without requesting further sensitive data, especially considering that my identity has already been successfully verified.

I look forward to a fair and responsible solution.

All the best,

Marestrom

Estimado equipo de Ivibet,

Gracias por su respuesta.

Entiendo la necesidad de cumplir con las normativas y por eso ya proporcioné mi documento de identidad, el cual ustedes han confirmado como verificado.

Sin embargo, no considero razonable que para retirar una cantidad tan pequeña como 20 €, se me exija entregar capturas de pantalla de mi cuenta bancaria personal, comprobantes de depósito que ya están registrados en su sistema, o una factura con mi dirección. Estos requisitos me parecen excesivos y desproporcionados.

Les pido por favor que reconsideren su postura y procedan con el retiro sin solicitar más datos sensibles, especialmente considerando que mi identidad ya ha sido verificada satisfactoriamente.

Quedo a la espera de una solución justa y responsable.

Un saludo,

Marestrom

Dear Marestrom,

I am afraid that providing such documents is necessary to pass the verification at the casino. Could you please follow the casino's instructions and let me know once you have provided them with the documents?

I'll be awaiting your reply.

Dear All,

I have provided my ID and they have already confirmed that my identity has been verified successfully.

I will not provide any additional information, as I consider it completely disproportionate and unjustifiable that in order to withdraw an amount of just €20, I am required to provide sensitive documents such as screenshots of my bank account or personal invoices.

I insist that my withdrawal be processed with verification already completed. I reserve the right to escalate this matter to other authorities if it is not resolved fairly.

Thank you,

Marestrom

Estimados,

He proporcionado mi documento de identidad y ya han confirmado que mi identidad ha sido verificada correctamente.

No voy a proporcionar ningún dato adicional, ya que considero completamente desproporcionado e injustificable que para retirar una cantidad de solo 20 €, se me exijan documentos sensibles como capturas de pantalla de mi cuenta bancaria o facturas personales.

Insisto en que se procese mi retiro con la verificación ya realizada. Me reservo el derecho de elevar esta situación a otras instancias si no se resuelve de forma justa.

Gracias,

Marestrom

Dear Marestrom,

Providing such documents is a necessary step to verify your payment method. Without confirming that it belongs to you, the casino cannot send the payment due to an AML policy. We have two options here, you either provide the casino with the documents and receive your funds or you do not provide the casino with the documentation and we will be forced to close the complaint as "rejected". Although we are trying to help the players with their issues, at the same time we require full cooperation from their side. You can still contact the Gaming Authority which is the casino regulated by. But they will most likely inform you that without providing the documents, the casino won't be able to withdraw your funds.

Please let me know which option you would like to choose.

I'll be awaiting your reply.

Thank you for your reply.

I understand your position, but I stand by my decision: I will not provide any more personal documents for privacy reasons, much less for a withdrawal as small as €20, especially after having already verified my identity with my ID.

I regret that the casino refuses to pay unless I provide more sensitive data. I note that I find this policy abusive and disproportionate.

You can close the complaint if you deem it necessary. From here on, I will share my experience publicly on review platforms and specialized forums to warn other users.

Sincerely,

Marestrom

Gracias por su respuesta.

Entiendo su postura, pero mantengo mi decisión: no voy a proporcionar más documentos personales por razones de privacidad, y mucho menos por un retiro tan pequeño como 20 €, especialmente habiendo ya verificado mi identidad con el DNI.

Lamento que el casino se niegue a pagar a menos que entregue más datos sensibles. Dejo constancia de que esta política me parece abusiva y desproporcionada.

Pueden cerrar la queja si lo consideran necesario. A partir de aquí, compartiré mi experiencia públicamente en plataformas de reseñas y foros especializados para advertir a otros usuarios.

Atentamente,

Marestrom

Dear Marestrom,

Due to the aforementioned reasons, this complaint will now be 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.