Complaint #14 IVI Casino

Withdrawal Delayed

By Wurmpeter

5 years ago

So, I deposited for the first time on ivicasino on January 4, 2021 via ecopayz. Then I selected a bonus, got fully verified on January 11 (they confirmed it via E-Mail), played through the wagering requirements and made a withdrawal request (also via ecopayz which is known as a fast withdrawal method) in the amount of 351 euros on January 8, 2021. This is a statement out of their FAQ: All withdrawal requests are processed within 24 business hours (In another chat they told me that their business hours are from 11 am - 11pm). The maximum amount that can be that can be withdrawn is 1,500 EUR per day and 9,000 EUR per month. I only want to withdraw 351 euros and 7 days later, I still havent received anything but excuses. I wrote with the support multiple times but every time I get the same meaningless answers. Here is the most recent log:

Department : English

01:16

Hi, welcome to ivicasino! ✨🎄✨

My name is Helen.

01:16

Hello, I made a withdrawal request on January 8 and still did not receive anything until today, Iam verified for a couple of days no so what is the problem?

01:17

Name:

01:18

❄ Please, stay in chat, I will check your request.

01:19

Thank you

01:19

Thank you for patience.

I see that your withdrawal request is being processed.

We will forward your request to the Financial Department to withdraw your winnings as fast as we can.

01:21

I hear this all the time, its 7 days now, can you please just say me why it takes more than the 24 hours stated in your faqs?

01:22

We are very grateful to you for your patience and will try to do everything to prevent similar situations in the future.

01:22

Can you give me an approximate time when I will receive my withdrawal?

01:23

Right now, I can only send a request to the Finance Department to try to speed up the processing of the withdrawal.

01:24

Ok, have a nice day anyways

01:24

You are welcome.

We are grateful for your patience! Have a wonderful day and good luck!

Like other people that complained about ivicasino before, you just get to hear: Thanks for your Patience, we will forward it to the financial department...

What I expect from ivicasino? I expect that they actually progress my withdrawal instantly. I really hope that askgamblers can help my with this problem... Gonna update you as soon as I get the money etc...

Disputed Casino IVI Casino

Reason Delayed payment

Amount €351

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Wurmpeter

5 years ago

Yeah fheyt processed the withdrawal in January 15 so everythingw good now. Thanks askgamblers for your help

AskGamblers

• Support Team

5 years ago

Dear @Wurmpeter,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

IVI Casino

• Representative

5 years ago

Dear WURMPETER,

Your withdrawal request was processed on January 15th.

Best Regards,
ivicasino.

IVI Casino Complaint Stats

Resolved 19 / 21

Avg. Amount $1,198

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

IVI Casino Complaints

See all complaints for this casino

Delaying my €224 withdrawal over 6 weeks

Hello,

I am writing the complain against ivicasino.com.

This casino is not paying my 224 eur withdrawal more than 3 weeks. They just promise to pay later. Please help me to get my money. I am contacting them everyday but they just saying that they will inform Finance department.

It is taking really long considering how fast withdrawals are in 99% og other casinos

Best Regards,

R.S.

Resolved

€224

6000 EUR not payed since last October

Hi, I made some deposits to ivicasino last October. I have tried since last November to withdraw. First with skrill, then ecopayz and then bitcoin. It was never paid. The amount on my ivicasino account balance is about 6000 eur. My last withdrawal request has been pending for three weeks, the one before that was pending for three months. Nothing has happened. I have tried to contact ivicasino through both email and live chat, but it has not resulted in any progress. I will attach screenshots of the transaction history. I can forward live chat transcripts, but they do not contain anything, but empty words. Hope we can find a solution in the near future.

< full name removed >

Unresolved

€6,000

Withdrawal delayed over a month

Hi guys,

I hope you can help, I have played in a lot of awesome casinos on your website but as per the screenshots, I have over a month delay from iviCasino with my account almost instantly being verified. I tried the c hat, email, phone but all I am getting is template answers that it has been forwarded to the financial team with no ETA whatsoever.

Please can you try and help me get at least some reasonable information on when the cash outs will arrive?

Thanks a lot,

Ivelin

Unresolved

$1,000

Withdrawal delayed for over a week

Dear Askgambler Team,
My withdrawl request is delaying. Today is day ten but they do not process my withdrawl request. I emaild them, Chatted to agents. But they do not give value to players.
I generally do not want to lodge a complaint but I bound to lodge this complaint bcoz their non cooperation.

Please solve my issue. Thanking you.

Resolved

$626

Pending status since March 2021

Hello Askgamblers team,

I have a problem with IVI casino.

I've had 2 withdrawals pending there since 2021-03-04 and 2021-03-11 and 1000euros each so total is 2000euros is still pending. I’ve waited a very long time now. And nothing seems to help!

I’ve been writing to the live chat at least over 20 times and they have always promised me the withdrawal would be processed soon! After speaking with the chat I’ve received emails telling me that the financial department are on it but after that nothing happens.

I therefore open a case here on ask gamblers as to try to get a solution to this problem I have with the withdrawal on IVI Casino. I add some screenshots of the chat and emails.

Best regards / Marlucio

Resolved

€2,000

One month later, still waiting for my withdrawal

One month i go i made a withdrawal request of 7200 SEK as can been seen attached. I've chatted with them many times and they every time tell me to be patient. Ok..i can be. But 1 month!! Cant be ok from a casino that have so many stars.

They say it has been so many withdrawals lately so it takes time hmmmm..I don't know what more to write now. The case is simple. They don't send me the money. That's it.

Thanks a lot of you help me.

Resolved

kr7,200

Delayed withdrawal 1 month

Made a withdrawal request 500 and 100 because of max 500euros on e-currency on 09 April 2021. Verification of account was made in the next day, but still, after almost 1 month the withdraw haven't been made tried multiple times asking on live chat and on email and still same reply your request will be transferred to financial department. In terms of conditions, it says 24working hours but it's not true...

Resolved

€600

Still waiting for my payout

53214 RUB (~710 euro) payment is not made for verified user since 03/12/2021.
03/12/2021 I've made first deposit to ivi casino, successfully passed the verification and made three withdrawal requests. No bonuses were used.
Since 03/12/2021 till 03/23/2021 I contacted tech support using chat on ivi casino's website and financial department several times and tried to find out when the payment would be made. The answer was always the same "There are payment delays. Please, don't worry, your payment will be processed soon". Direct requests to provide the exact payment terms were ignored both by financial department and tech support.
Only after I've opened a complaint on one of russian gambling forums casino representative has answered that there were problems with bank cards processing and suggested to make a withdrawal using bitcoin. Same day I've passed verification of my bitcoin wallet, cancelled the bank withdrawals and made new bitcoin withdrawal requests.
At the moment of submitting this complaint not a penny was payed by the casino, individual payment schedule is also not provided (violation of p.8.6 of ivi casino's Term & Conditions).

Please find withdrawal request and p.8.6 of ivi casino's terms attached.
Hope this complaint will be helpful and at least taken into account by other gamblers.

Resolved

руб.53,214

Delay with withdrawal 5 days already

Hello, I registered through you at ivi casino, received on March 11, made a deposit perfect money through, wanted to withdraw, but they did not have a withdrawal to perfect made a deposit through pisatrix, put it on withdrawal on 55 euro March 15, 5 days they only promise to pay me and do not pay until today wow day

Resolved

€55

Delayed payment from February 4th

On February 4, I issued 3 applications for payments. For 25000 rubles to the debit card.

IVI Casino Managers have informed that this is a temporary problem and I need to wait a bit. The problem will be resolved soon. And so every day.

On February 9, I wrote a letter to the finance department in the post office that I was expecting payment. I got paid 25,000 rubles on the same day. But two applications remained.

Then I emailed several times. To which I received the following stereotyped and vague answers:
—-
“We have received your letter.
There are some delays in transaction processing at the moment.
You can be sure that your request will not be ignored and will be processed as soon as possible. "

“We are familiar with your letter.
We need a little more time to process the request.
Thank you very much for your patience and understanding. "
—-
Then I wrote about the situation on the forums, where there is a representative of this casino.

A casino representative answered me and even made 2 more withdrawals.

(As soon as I was paid the first request for 25,000 rubles, I created an application for 14,500 rubles. And when I again began to ask for a withdrawal, I was not withdrawn 25,000 rubles, which were previously issued, but a new application for 14,500 rubles.)

History of my operations and withdrawal times.
02/04/2021. I applied for a withdrawal of 25,000 rubles- Received a withdrawal on 02/09/2021 (5 days)
02/10/2021. I applied for a withdrawal of 14,500 rubles - Received a withdrawal on 02/16/2021 (6 days)
02/04/2021. I applied for a withdrawal of 25,000 rubles - Received a withdrawal on 02/18/2021 (14 days)

02/04/2021. I applied for a withdrawal of 25,000 rubles - Pending (27 days)
02/16/2021. I applied for a withdrawal of 25,000 rubles - Pending (15 days)
02/18/2021. I applied for a withdrawal of 25,000 rubles - Pending (13 days)

I am writing here because the IVI Casino `s Finance Department does not contact me either.
And I'm not the only one. There are at least 3 more people who have the same long delays in payments.

I would like to understand how to act in this situation. I hope the site representatives can help.

Who can I write to? Who can help me?

P.S. Sorry for the broken english. Translated via Google Translator.

Rejected

руб.435,000