IvyBet Casino - L'elaborazione del prelievo delle somme vinte dal giocatore è in ritardo.

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

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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