IvyBet Casino - Isplata dobitaka igrača je odložena.

Hello CasinoGuru Team,

I would like to file a complaint regarding Ivybet Casino and the handling of my withdrawal and verification process.

On 04/02, I made three deposits via Apple Pay from two different credit cards in the amounts of €500, €1,200, and €2,000. I played mostly Blackjack and won approximately €15,400. I did not use any bonuses for this play, as I canceled all bonuses.

My account was initially verified and my ID card was approved.

Following this, I submitted three withdrawal requests in line with the casino’s withdrawal limits:

€500 on 04/02

€750 on 05/02

€750 on 06/02

On 07/02, Ivybet canceled all three withdrawals and suspended my account, requesting additional verification documents: Proof of Address and Proof of Income.

I provided a utility bill as Proof of Address, which was verified successfully.

I also provided my latest payslip and my tax income document as Proof of Income, after which Ivybet allowed me to request a withdrawal of €750.

However, on 08/02, this withdrawal was also canceled. Ivybet then requested proof of the transactions made to their casino (the three deposits).

Since then, I have fully cooperated and provided multiple documents:

Screenshots from my bank accounts showing the three transactions

PDF documents showing my card transactions with the transaction amounts

Additional screenshots from my e-banking showing my name and card numbers

Official PDF transaction statements from my bank

All of these documents were rejected. The casino claims that the statements do not show my name (only the card number), and when I provided additional documents proving the card belongs to me, they rejected them again, stating they require all information (cardholder name + card number + transactions) to appear on a single official document page.

My bank issues such a combined statement only once per month, which makes it practically impossible to provide this document immediately. Despite my full cooperation and providing all available official documentation, Ivybet keeps rejecting my documents and has suspended my account, preventing me from withdrawing my balance of approximately €15,400.

I believe Ivybet is intentionally delaying or obstructing the verification process, even though I have provided all reasonable and available documentation to prove the source of my deposits.

I am providing CasinoGuru with all relevant files and email/chat transcripts as evidence.

I kindly ask for your assistance in mediating this dispute and helping me receive my legitimate winnings.

Thank you in advance for your support.

Kind regards

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear boooge,

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,
Complaints Resolution Center

The main issue is that Ivybet keeps rejecting every document I submit to complete verification and reopen my account. I have fully cooperated and provided all the requested documentation, yet I am not even allowed to attempt any withdrawals.

Hello, I sent them the bank statement of the credit card verifying the transaction, the card number, that I am the owner, but guess what? It has been rejected, and the reason is that they are asking for the same bank statement that I already sent them. I am attaching it here as well, along with the rejection reason. Can you please help me here?

I am also attaching to you the two bank statements that show the three deposits I have made. The verification has yet to be completed, however.

Επισυνάπτω και σε εσάς τα δύο bank statements που φαίνονται και οι τρεις καταθέσεις που έχω κάνει . Το verification ακόμα να ολοκληρωθεί όμως .

Dear boooge,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Karla,

Thank you for following up on my case.

Unfortunately, my issue has not been resolved, and I would like to provide you with a detailed timeline of what has happened so far, as the casino continues to delay my withdrawals by repeatedly requesting documents that were already approved.

Timeline:

• On 05/02, I submitted my first withdrawal request of €750.
• On 06/02 and 07/02, I submitted two additional withdrawal requests of €750 each.
• On 07/02, all three withdrawals were cancelled by IvyBet with the justification that additional verification was required, even though my account was already verified and my ID and Proof of Address had been approved.
• On 07/02, they requested credit card statements to verify my deposits to the casino.

After multiple back-and-forth communications and unjustified rejections of the statements I provided, the casino finally approved my card statements on 13/02 and reopened the withdrawal function.

However, despite this, my account remained suspended on their side.

• On 13/02, I received confirmation by email that my statements were approved and my account was verified on the platform

Following this, I submitted:

Two withdrawals of €1,500 total on 13/02

One withdrawal of €750 on 14/02, according to their withdrawal limits.

Surprisingly, on 14/02, IvyBet once again cancelled all my withdrawals and requested additional verification documents, namely: My last three payroll slips , Completion of a questionnaire regarding the source of funds.

I submitted all requested documents. After that, they requested yet another bank statement showing my bank account movements for the last 90 days. I provided this as well, and once again they informed me that my account was verified and withdrawals were reopened.

• On 16/02, I submitted two new withdrawals of €750, and on 17/02 another €500 withdrawal.

Yesterday, for the fourth time, all withdrawals were rejected, and I received another email asking me to resubmit the same three payroll slips (which had already been approved) and the same card deposit statements (which were approved one week earlier). Additionally, the casino attempted to further delay the process by asking me to upload documents to my profile, while the upload button was not available on my account.

After repeatedly informing them that no upload tab exists in my profile, they finally told me to send the documents by email instead.

Today, I have once again sent all documents that were already approved to the casino by email, and I am still waiting for a response regarding when my account will be fully unlocked and when any withdrawal will actually be processed. As you can see, this has turned into a loop of endless verification, where the casino requests documents, approves them, reopens withdrawals, and finally cancels withdrawals and requests the same documents again. There is no new reason or issue communicated, only repeated delays.

I currently have a balance of approximately €15,500 on IvyBet.

I also want to clearly state that I did not use any bonuses (I cancelled all bonuses), and my winnings come exclusively from Playtech Blackjack and some slots. At this point, I am genuinely concerned that this casino may be intentionally delaying payments and acting in bad faith. I do not understand how IvyBet can have a safety rating of 8.1 while engaging in such practices and repeatedly blocking verified withdrawals.

I have all the email communication history, screenshots, and proof of all verification approvals and withdrawal cancellations, which I can provide upon request.

Thank you in advance for your help. I sincerely hope you can assist me in resolving this situation, as I have deposited €3,700 into this casino and, due to their practices, I am unable to withdraw either my deposits or my legitimate winnings.

Kind regards,

Evangelos

Again today asking for a bank statement which has been already sent. My credit card statement and asking the statement of the connected account to the card. It is a credit card and obviously not connected to any back account as it is a standalone bank product. This file had been verified by them 7 days ago. It’s just a loop asking for things without reason and just a practice not to pay as they can’t find anything abnormal in my activity. It’s really shame having such a big rating in these kind of casinos. Furthermore in your site you mentioned that it’s Curacao licensed but in fact it’s not licensed. They have a license as they mention somewhere in Costa Rica under to regulatory. I asked them for details about their license and they replied generally that I can found them in their site. There is nothing in their site though

Dear boooge,

Thank you for your detailed explanation.

To clarify a few remaining points:

1. Have you ever made a successful withdrawal from IvyBet before this case?
2. Can you explicitly confirm whether your account is currently marked as fully verified in your profile?
3. Please confirm once again that no bonus was active at the time you accumulated the €15,500 balance.
4. Have you played only casino games (Blackjack and slots), and no sports betting?
5. Please share the full email communication where the casino confirms document approvals and later cancels withdrawals. You may upload screenshots here or forward them to my email.

These details are important so we can clearly establish the timeline and the current verification status before contacting the casino.

I look forward to your reply.

Karla

Dear Karla,

Thank you for your reply and for reviewing my case. Please find my answers below:

Have you ever successfully withdrawn from Ivybet before this case?

• No, I have never made a successful withdrawal from Ivybet. All my withdrawal attempts so far have been cancelled by the casino.

Can you explicitly confirm whether your account is marked as fully verified in your profile?

• Yes. According to the Ivybet platform , my account has been marked as verified several times (ID, Proof of Address, Proof of Payment, Proof of Funds). Despite this, my withdrawals keep getting cancelled and the casino re-requests the same documents again.

Please confirm once again that there was no active bonus at the time you accumulated the €15,500 balance.

• I confirm that there was no active bonus at any time while accumulating my current balance. I manually cancelled all bonuses that were offered to me, and none of my winnings are connected to any bonus wagering requirements.

Have you only played casino games (blackjack and slots) and no sports betting at all?

• Yes, I have only played casino games. The majority of my play was Playtech live blackjack, with some slot games. I have not placed any sports bets.

Please share the full email communication where the casino confirms document approvals and later cancels withdrawals.

• I can confirm that I have full email communication and screenshots showing:

approvals of my documents (bank statements, payslips, questionnaires), and

later cancellation of my withdrawal requests with repeated requests for the same documents.

I am ready to upload screenshots here or forward the full email threads to you if needed. Could you please share with me your email adress as well ?

These details clearly show a repeated verification loop: documents are approved, withdrawals are opened, then withdrawals are cancelled again and the same documents are requested once more.

Thank you for your assistance. I appreciate your support in trying to resolve this matter, as I currently have approximately €15,500 locked in my Ivybet account without any valid justification.

Kind regards,

Evangelos

Hello Karla,

I am still waiting for your reply. Could you please assist me with this one as it is the only way to take something from them? They are still poking me and asking again and again for already verified documents. Please send me your mail to fw our full conversation.

thank you

Dear boooge,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucka lucia.s@casino.guru . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Karla,

Thank you for your message and for moving my case to the next stage.

I have already forwarded to lucia.s@casino.guru all my email communications with the casino, including the documents they requested and the confirmations they provided during the verification process.

I would also like to inform you that yesterday the casino requested an additional requirement: they asked me to record a screen video while downloading the bank statements of my credit card directly from my e-banking and send them the video.

I have already completed this request and sent them the screen recording yesterday. However, I have not received any response from them yet.

Please let me know if you need any additional information or documents from my side.

Kind regards,

Evangelos

Hello boooge,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear IvyBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear Lucia ,

Ivybet suspended my account and send me the following mail. Obviously without explanation they confiscated my winnings and deposits…. I have no hope of taking money back of them , I hope that I will help other players of being playing in this fraud casino.

Hello boooge,

We regret to inform you that your account has been permanently closed due to fraudulent activity, in line with our strict anti-fraud policy.

As stated in our Terms and Conditions: "The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players; fraudulent actions against other online casinos or payment providers; chargeback transactions with a credit card, or denial of some payments made; creating two or more accounts; other types of cheating; or becomes bankrupt in the country of their residence, the Company reserves the right to terminate such account and suspend all payouts to the player."

This decision is at the sole discretion of the Company, and we reserve the right to notify relevant regulatory authorities of any fraudulent activities without prior notification to the player.

Hello Lucia,

We have provided an email with details on the case via email. Please check it at your earliest convenience.

Thank you for the understanding.

Best regards,

IvyBet Casino

Dear Lucia,

the fraudulent activity that casino mentioned and I write it here in order to be visible for other users , was that I made chargeback disputes in order to take at least back me deposits made and not to lose at least all my money. The chargebacks made after 20 days of denial from casino site to payout my winnings after many rounds of verifications. Also , CasinoGuru, you have listed the casino as Curaçao’s licensed, however this casino has no license at Curacao and probably nowhere as I was asked many times in chat about their license in order to complain in the aforementioned regulatory but of course no answer provided…

Dear boooge,

According to the information provided by the casino, your account was undergoing the standard AML verification process when several chargebacks were initiated on transactions linked to your account.

The casino’s Terms and Conditions specify that initiating a chargeback or disputing previously made payments is considered a violation of their anti-fraud policy. In such cases, the casino reserves the right to close the account and cancel any pending withdrawals.

Since you confirmed that the chargeback was made, this action is considered a breach of the casino’s rules. Because of this, we unfortunately have no grounds to dispute the casino’s decision.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Lucia S