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IVI Casino - Giving me no fair way to withdraw my winnings

RESOLVED
Complaint Info
Disputed casino IVI Casino
Reason Delayed payment
Amount € 1250
Posted on March 23, 2019

Dear Ask Gamblers,
I registered, deposited via Ecopayz and won on this casino a couple of weeks ago. When I entered the withdrawal screen I noticed that there was no option to withdraw via Ecopayz. I went on chat and asked them how I can withdraw my funds. They directed me to the withdrawal screen and said I can use the available options to withdraw from over there. The options were as follows: Neteller (not allowed gambling transactions for Canadian players), Webmoney (Tried to register to find out the do not offer service in my country) and finally Mastercard/Visa. When I told chat that the first 2 methods would not work I told them I would deposit using my Mastercard and withdraw there. The chat agent told me that they would be unable to pay me using Mastercard, and the only way to withdraw was using Visa. I had previously mentioned to the agent that I only have a Mastercard and not a Visa but yet he insisted that the only method would be the one I currently do not have, but he would check with the department and they would get back to me via email.
An entire week went by, the only emails I received from them were promotional emails so I decided to hop back on chat to check for any development on the situation. While on chat the agent managed to approve a €500 withdrawal and it was paid within seconds to my Ecopayz wallet (same one I used to deposit). I asked about my remaining funds and they told me to be patient and they would pay me in time.
Since then another week has passed and yesterday I got a new agent on chat who seamed to be unaware of the issue that was ongoing with my account. I had to explain everything yet again just to have the agent direct me to the withdrawal screen and ask me to use one of the methods available in the cashier. To make matters worse the agent told me to carefully read the terms and conditions next time before I played ... but there was no information on the terms and conditions mentioning that if you are from Canada and you make a deposit the only way to withdraw your funds would be by Visa. I offered many different options to the casino : Ecopayz, Mastercard, Wire transfer, Bitcoin but yet they insist that they cannot pay me using any of these methods (which is false as they all ready processed a withdrawal to my Ecopayz account last week).

Can you perhaps ask the casino to use one of the methods I mentioned above in order to pay me? I fear that they are causing these delays with no intention of paying me the rest of my money.

AskGamblers
Posted on March 23, 2019

Dear @ston98dd,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on March 23, 2019

Hello, initially the amount was €1250 but they have since paid €500. There is €750 left now and I have no way to submit a withdrawal.

Posted on March 25, 2019

Dear STON98DD,

Per our records, you were asked you to verify your ecoPayz wallet so we could make you a direct withdrawal, which we did immediately after verification of your data. Also we have informed you that the second payment on ecoPayz will be made later.
The second payment in amount of 500 EUR was processed few days later. And today the last withdrawal in amount of 750 EUR was done, please check your ecoPayz wallet.
Thank you for patience and understanding in this matter!
We congratulate you on your win and wish you only the biggest one.

Best regards,
ivicasino

AskGamblers
Posted on March 25, 2019

Dear @ston98dd,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on March 26, 2019

Thank you Ask Gamblers and Ivy casino, my payment has now come threw.

AskGamblers
Posted on March 29, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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