IVI Casino Complaints
IVI Casino Complaint Stats
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
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
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
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
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
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
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
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
Resolved
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
Last weekend I started playing at Ivicasino and was lucky enough to make some winnings (€1000). One of the things I started playing at Ivicasino was the fact that in the terms & conditions it was stated it would only take max. 24h to process the withdraw.
I withdrew my money on Sunday (31/01) and my account was fully verified on Monday (1/02). I am waiting more than 72 hours to mmy money and Ivicasino is trying to make me play again with this money.
I reached out to the service and got the following respons:
We need more time to process your request.
Why? I am fully verified, I withdrew with same method that I deposited and it stated that it should not take more than 24h.
Hope you guys can reach out and pay my money.
Kind regards
Resolved
Resolved
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...
Resolved
Resolved
Went ahead and made a deposit via Skrill.
Ended up winning up to 1100€.
When I went to withdraw Skrill was not available to withdraw so I had to make a deposit of 20€ trough NETELLER and verify it.
I made the deposit, uploaded my account details and got easily verified.
They state you will receive your money in 24h but it has been now 72hr.
I’ve seen another complaints and all of them are from delayed payments.
They really should fix this matter because they will lose a lot of clientes because of this. If the deposit is instant you gotta make withdraws really fast aswell.
In my case I’m not sure if I’ll ever play here again, because of this.
I have now 3 withdrawals; 2 of 500€ and one of 100€.
Id like to get askgamblers team to supervising my payment.
Thank you
Resolved
Resolved
i have played to ivi casino and i got lucky, the first withdraw i asked from them is 2019/08/24 1:48:11 the amount of 124 euros and the second 8/25 21:10:47 first they wanted from me some documents as part of KYC i understand i sent them the documents they asked and i got an email which says that approved,when i talked with live chat employ they told me to wait soon i will have my money but didnt happen,also in fag i see that needs only 24hours to processed the payment and specially with neteller which is the way i do withdrawal,i think that mock me and only searching excuses to delay my payment.
Resolved
I played at ivi casino, there I deposited with neteller and paysafe. But last tuesday I Made a good win and wanted to withdrawl my funds.
At first i’ve got an email to verify my neteller account (wich I understand kyc policy). So I did, and they conformer that the documents i’ve send Where processed and Okay.
After that i Made my withdrawl of 2 times €500,- so €1.000 in total.
They say all the withdrawls are prossesed within 24 working hours. Withdrawls are prossesed between 11am and 11pm. But it’s been 48 by now, and everytime I contact the live chat i get the same result;
I have forwarded your request to the Financial Department, they will process your request in the order of users' queue. Thank you for understanding, patience and waiting.
I’m really have patience but I would like to know when my withdrawl would be prossesed.
I’ve read on other complaints that they also experience the same problems.
Besides all of this, Ivi casino is a really great and easy casino.
Resolved
i am still waiting for 2019-05-15 11:45:16 400.00 NETELLER Withdrawal.
I can read in terms and conditions that: ( Applications for funds withdrawal are processed by the Financial Department within 24 working hours from the date of submission of the request ).
So after more than 40 working hours ( 11:00 am to 11:00 pm GMT ) is status still " pending ".
In my first contact of support their wrote me something like " we resent it to financial department, pls wait more time ".
Ok, i waited one more day, nothing. So i wrote them second time, support wrote me " we are sorry, we have some trouble with Neteller ", wait pls more time.
Its not for first time i have similar problem with payment delay in this casino. They have good games, great bonuses and last time maybe it was some unfortunate accident, so ok, i deposited again. It was big mistake. I am affraid its not accident, there is something really wrong. As i checked complains in their sister casino Argo, there were couple of similar cases like mine. Empty promises, technical problems with Skrill, Bitcoin etc. with delay payments.
So i just want to warn other players, be careful.
Resolved
After the transaction confirmed I tried to log into ivicasino to play their games. When I tried logging in a message popped up stating my account was blocked. So I started a live chat session to see what was going on. The support member stated the casino does not accept players from the United States. I thought that was interesting considering when I was filling out my personal information it asked for my country and there was an option for the U.S.??
Never the less I understood and ask for my deposit back. The support member said I had to send them a copiy of my Government issued ID and a screenshot of my Skrill account in order to get my funds returned. I thought this was a bit strange considering I was never able to play there because they blocked my account immediately.
Fast forward April 17th 2019 I decided to send the required information so I once again opened a another live chat session with support and explained my issue. She asked for my Bitcoin address and said I would get an email with instruction.
The email I received on April 17th from ivicasino states:
"For withdraw your funds, you have to make a minumum deposit via any of next payments system like Skrill, Netteler or Ecopayz and after it you have to verify one of them (you need to send id and screenshot of that wallet, which you are going to make deposit on), and after it your minimal deposit and 10 euro will be refunded on your e-wallet."
Why am I going to send $10 just to receive 0.003 btc of my money that I never got to play with in the first place. Why are they trying to send me Euro when I deposited Bitcoin. It even states in their terms & conditions: 8.4.2 - "The funds must be withdrawn by the same method that was used to replenish your account;"
On April 18th I then received this email; "o process a withdrawal request, please send us the number of your skrill wallet. After sending the wallet, your deposit will be refunded. "
Following this email I sent another screenshot of my Skrill account and ID to [email protected] on April 22nd.
Then on April 23rd I received this email:
"Our financial department has tried to send the 10euro to your skrill wallet but the transaction was declined by the processing company. Please specify, do you have a virtual skrill card connected to this Skrill account? Looking forward for your answer. Thank you for your attention."
Once again, I don't understand why they are trying to refund me through Skrill. Never the less, to properly send money to a Skrill member all that is needed is the email associated to the Skrill account which they have so this doesn't make sense. I think they are playing games to avoid paying me my money back and would like help from AG to recover my deposit.
Thank you
Ryan
Resolved
So hello guys , i did win on IvI casino 100€
i did deposit with ecopayz and as the only methods they use for withdrawal are visa and some others, i did deposit additional 20€ to ACTIVATE this cashout method .. live chat told me ofc i have to wager this 20€ x1 :D
so ofc i lost the 20€ for nothing ( ok i activated the credit card withdrawal tho )
so today im asking live chat where my cash is ..
now they telling me they have error whit sending it to my credit card tho i activated it with the 20€ deposit :D
now they want it to sent to my ecopayz account which is sooooooo soooo bad for me cause i have to pay like addiditonal 10€ to get the cash into my bank account then ..
ill send you the live chat here as well :
when will my 100€ be sent??
Hello, welcome to ivicasino.com!
Please, type your login or e-mail address into this chat so that I could further assist you.
< email removed >
Could you please hold while I check your account information.
i sent docs like immediatelay
so that you can send the cash immediatley
Thank you for holding. Would you like to get the funds on your ecopayz wallet instead of your credit card?
no credit card ^^
why did i deposit then
to activate my credit card withdrawal
and lost 20€ ??
cant you send it NOW to my credit card??
Our financial department has tried to process the withdrawal to your card but got an error, therefore as an alternative we can send the funds to your ecopayz wallet.
what you mean got an error?
which error?
sent it my bank account then -.-
Resolved
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.
Resolved