IviBet Casino - Запрос игрока на вывод средств задерживается и не урегулирован.

On October 15th, I requested a withdrawal of €875 from my Ivibet account using a prepaid card, but it was rejected several times. Subsequently, I requested a withdrawal via bank transfer to my Skrill account, but the transaction either couldn't be completed or Ivibet failed to process it. Since then, I have contacted Ivibet over 20 times, both through the app's chat and by email, explaining that I made the withdrawal using a different payment method. However, they always end up requesting the same documentation that I have already sent them multiple times. They also request a document that the bank doesn't issue, and I have already shown them the bank's response indicating that they don't issue this document. In short, either they didn't complete the transfer or it was rejected by the bank, and Ivibet refuses to resolve the issue by processing the payment through other means.

El pasado 15 de octubre solicité una retirada de 875€ de mi cuenta de Ivibet mediante tarjeta monedero y me fue rechazada en varias ocasiones. Posteriormente solicité la retirada de fondos mediante trasferencia bancaria a mi cuenta de skrill pero la operación no se pudo realizar o Ivibet no llegó a realizarla. Desde entoces hasta ahora he reclamado a Ivibet en más de 20 ocasiones tanto por el chat de la aplicación como por email que realicé el retiro mediante otro medio de pago pero siempre acaban solicitándome la misma documentación que les he enviado en múltiples ocasiones y también me solicitan un documento que el banco no emite y ya les he mostrado la respuesta del banco indicando que ese documento no lo emite . En resumen o no realizaron la transferencia o fue rechazada por el banco e Ivibet se niega a solucionar el problema realizando el pago por otros medios.

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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 Barderillas1, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with IviBet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Katarina

Hello.

I haven't been able to make any withdrawals successfully. This is the first one I've made, and the money never arrived.

I have completed the KYC verification.

I haven't used any bonus.

I requested a withdrawal via bank transfer to the account with the IBAN associated with my Skrill account, but Skrill doesn't allow transfers from third parties other than the account holder, so the transaction was rejected and the money returned to Ivibet. The problem is that Ivibet is asking me for the bank statement for the account Skrill uses from an Italian bank, but Skrill can't provide it.

Hola.

No he realizado ninguna retirada correctamente. Está es la primera que realicé y nunca llegó el dinero.

La verificación KYC sí la he realizado.

No he utilizado ningún bono

Solicité la retirada de fondos mediante trasferencia a la cuenta con IBAN asociada a mi cuenta de Skrill pero skrill no admite transferencias de terceros que no sean el titular de la cuenta de skrill por lo que la operación fue rechazada y el dinero devuelto a ivibet. El problema es que ivibet me pide el extracto de la cuenta que usa skrill de un banco italiano pero skrill no me puede aportar este extracto.

Dear Barderillas1,

thank you for your reply and your patience during this busy Holiday season.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots. Please forward all the pictures you have submitted to this thread, as many of them have arrived blurry and unreadable.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello. I just sent the requested documentation by mail.

Thank you very much for your time. If you need more information or if any document is not legible, please let me know and I will resend it.

Thank you so much

Hola. Acabo de enviar por correo la documentación solicitada.

Muchas gracias por el tiempo dedicado si necesitan más información o si algún documento no se lee bien avísame y lo vuelvo a enviar.

Muchas gracias

Dear Barderillas1,

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, Barbora ([email protected]). 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,

Katarina

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite IviBet Casino representative to join this conversation.

Dear IviBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear all,

Please be informed that the withdrawal has been successfully processed on our side. However, according to the user, the funds have not yet been received.

At the moment, we are reviewing this case and will contact the payment system. Once we receive feedback or additional information, we will promptly get back to you with an update.

Thank you for your patience and cooperation.

Best regards,

IviBet Casino

Dear all,

The payment system has confirmed that the withdrawal was successfully completed.

Please request from the player a bank statement for the account to which the withdrawal was made, covering the period from 15.10.2025 to the current date, in PDF format, in order to confirm receipt of the funds.

Thank you for your cooperation.

Best regards,

IviBet Casino

Dear Barderillas1,

Thank you for your patience.

According to the latest information provided by the casino and their payment provider, the withdrawal has been marked as successfully completed.

Could you please confirm whether you have received the €875, or if the funds are still missing?

Once we have your confirmation, we will determine the appropriate next steps.

Thank you in advance for your cooperation.

Hello. The payment was not processed correctly. If you did make the payment as you claim, it was rejected by my bank and therefore the money was refunded. It's important that you provide the bank statement showing the transaction. I'm sure that a few days later the payment was rejected and the money refunded, since the account you used for the payment is a Skrill account, and as shown in the information I sent you, Skrill only accepts payments via bank transfer when the sender's name matches the Skrill account holder. Otherwise, the transaction is rejected and the money is refunded. This is what happened.

Hola. El pago no se ha realizado correctamente. En caso de que hayan realizado el pago como ellos dicen, este ha sido rechazado por mi banco y por tanto se les ha devuelto el dinero. Es importante que muestren el extracto bancario con la operación realizada y seguro que unos días después les rechazaron el pago y les devolvieron el dinero ya que la cuenta en la que hicieron el pago es de skrill y como se muestra en la información que os he enviado , skrill solo admite pagos mediante transferencia cuando el titular que emite la trasferencia coincide con el titular de la cuenta de skrill. En caso contrario rechaza la operación y devuelve el dinero. Esto es lo que ha pasado.

Dear all,

Thank you for your responses.

The player has confirmed that the €875 has not been received. Additionally, documentation previously provided by the player indicates that the attempted bank transfer to the IBAN linked to a Skrill account may have been rejected due to third-party transfer restrictions, which Skrill does not permit when the sender’s name does not match the account holder.

Given this, the player is unable to provide a bank statement confirming receipt, as the funds were never credited to their account.

At this stage, to clarify the situation, I kindly ask IviBet Casino to provide one of the following:

• A bank statement or payment confirmation from the payment provider clearly showing that the funds were not returned to the casino, or
• Confirmation from the payment provider that the transaction was rejected and refunded back to IviBet.

The requested evidence may be posted here in the thread or, if it contains sensitive information, sent directly via email to [email protected].

Once this information is available, we can determine the appropriate next steps, including whether the withdrawal should be re-processed using a compatible payment method.

Thank you for your cooperation. I look forward to your clarification.

Dear all,

Thank you for your response.

We would like to clarify a few important points.

The phrase stating that the player "is unable to provide a bank statement confirming receipt, as the funds were never credited to their account" seems to be a misunderstanding. We are not requesting a bank statement confirming receipt of the funds. On the contrary, we require a bank statement that confirms the absence of the incoming payment.

For further verification by the payment system and for proper interaction between the bank and the payment provider, a bank statement is required that clearly indicates it relates to the specific IBAN to which the withdrawal was sent. All banks provide the possibility to generate such a statement, even if no incoming transaction took place. This document is essential to confirm that the funds were not credited to the player’s account.

Regarding your requests:

"A bank statement or payment confirmation from the payment provider clearly showing that the funds were not returned to the casino" – unfortunately, we are unable to provide such a document.

"Confirmation from the payment provider that the transaction was rejected and refunded back to IviBet" – the payment was not returned to us, therefore we cannot provide confirmation of a refund.

Since the payment provider has confirmed that the withdrawal was successfully completed and no return of funds has been recorded on our side, we kindly ask the player to provide a bank statement for the relevant IBAN covering the period from 15.10.2025 to the present date, in PDF format, showing that the funds were not received.

This document is necessary for the payment system to proceed with further investigation.

Thank you for your understanding and cooperation.

Best regards,

IviBet Casino

Dear Alejandro,

Thank you for your cooperation so far.

To strengthen our position, I kindly ask you to send me your Skrill transaction history covering October 2025, specifically from 15.10.2025 onward (PDF or screenshot is fine), as the document you previously shared only covered September / early October.

Please send it directly to [email protected].

Thank you very much for your assistance.

Hello. I just sent the requested document.

Thank you so much.

Hola. Acabo de enviar el documento solicitado.

Muchas gracias.

Dear IviBet Casino,

Thank you for your clarification.

I would like to address the feasibility of the requested document. The IBAN used for the withdrawal is linked to a Skrill e-wallet, not to a personal bank account owned or controlled by the player. Skrill operates as a payment processor, and the IBAN functions as a processing account rather than a user-owned bank account.

As such, Skrill users are generally unable to obtain standard bank statements for this IBAN showing incoming or missing transactions. The player has no contractual relationship with Skrill’s partner bank that would allow them to request such a document.

The player has already provided written confirmation from Skrill explaining that the transfer was rejected due to third-party transfer restrictions. This represents the highest level of evidence reasonably available to the player.

Given this, requesting a bank statement for the Skrill IBAN assumes the existence of a document the payment system does not normally issue. We therefore kindly ask the casino to reconsider this request and advise on an alternative way to resolve the case.

Dear all,

To proceed further, we kindly ask Barderillas1 to provide us with a screenshot of the official confirmation from Skrill stating that the transfer was rejected due to third-party transfer restrictions.

This will allow us to continue the investigation with the payment system.

Best regards,

IviBet Casino

Dear Barderillas1,

Thank you for your cooperation.

To allow the casino and the payment provider to proceed with their investigation, I kindly ask you to send a screenshot or PDF of the official confirmation from Skrill stating that the transfer was rejected due to third-party transfer restrictions.

Please send:

• a screenshot or PDF copy directly to IviBet Casino, and
• a screenshot or PDF copy to me at [email protected]

Once received, we will be able to assess the situation and determine the appropriate next steps toward resolving this case.

Thank you very much for your assistance.

Good morning.

I just sent the documents. I sent them to Ivibet. [email protected] .

All the best

Buenos días.

Acabo de enviar los documentos. A Ivibet se los he enviado a [email protected].

Un saludo

Dear Barderillas1,

Thank you for the update. I confirm that I have received the Skrill confirmation you provided and that the same document has also been sent to IviBet Casino.

Dear IviBet Casino,

The player has now provided the requested screenshot/PDF from Skrill confirming that the transfer was rejected due to third-party transfer restrictions.

Kindly review the document and provide your clarification or next steps so we can move toward resolving this case.

Thank you for your cooperation.

Dear all,

We have rechecked the information with the payment system, and the withdrawal was processed successfully. We have also received the official payment confirmation.

According to this confirmation, the withdrawal was requested to a different bank - Intesa Sanpaolo - and not to Skrill.

Please contact your bank directly for further clarification on the transaction status.

We have sent a screenshot with the payment details to Barbora via email.

Best regards,

IviBet Casino

Dear Barderillas1,

Thank you for your continued cooperation.

The casino has provided a payment confirmation indicating that the withdrawal was processed to a bank account held with Intesa Sanpaolo.

To clarify this discrepancy, could you please provide:

• A screenshot of your withdrawal request details showing the IBAN used,

OR

• Confirmation whether the withdrawal was requested to your Skrill-linked IBAN or to a different bank account.

This information is crucial for us to determine whether the payment was executed according to your selected withdrawal method.

Thank you very much in advance for your reply.

Hello. I have sent the requested documentation by mail to [email protected]

Definitive evidence that the payment was rejected is that anyone who makes a transfer to the indicated IBAN will see that the payment is rejected, since Skrill only accepts transfers when the originating account holder is the same as the Skrill account holder.

Hola. He enviado la documentación solicitada por correo a [email protected]

Una evidencia definitiva de que el pago se rechazó es que si cualquier persona realiza una trasferencia al IBAN indicado podrá comprobar que el pago es rechazado ya que Skrill solo admite trasferencias cuando el titular de la cuenta de origen de la transferencia es el mismo que el titular de la cuenta de Skrill

Dear IviBet Casino,

Thank you for providing the payment confirmation.

After reviewing both the casino’s payment confirmation and the documentation supplied by the player, we would like to address an important clarification.

The beneficiary account referenced in your payment confirmation (ending 8774) corresponds to the IBAN displayed in the player’s Skrill account, which is issued via Intesa Sanpaolo as Skrill’s banking partner.

Therefore, the payment appears to have been sent to the player’s Skrill-linked IBAN, not to a separate personal bank account unrelated to Skrill.

Additionally, Skrill has already confirmed that transfers originating from third parties are automatically rejected when the sender’s name does not match the Skrill account holder. This is consistent with the player’s explanation that the transfer was rejected.

Given that:

• The IBAN matches the player’s Skrill account

• Skrill confirmed third-party transfer restrictions

• The player did not receive the funds

• The casino cannot provide confirmation that the funds were not returned

We kindly ask the casino to coordinate further with the payment provider to determine the final status of the transaction and, if applicable, re-process the withdrawal using a compatible payment method.

We look forward to your clarification.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We have rechecked the information with the payment system, and the withdrawal was processed successfully.

We kindly ask you Barbora to forward the screenshot with the payment details, which we previously sent via email, to the player.

Barderillas1, please contact your bank directly and provide them with this payment confirmation for further clarification regarding the transaction status.

Best regards,

IviBet Casino

Dear IviBet Casino,

Thank you for your response.

As previously clarified, the IBAN ending 8774 belongs to the player’s Skrill account and is issued via Intesa Sanpaolo as Skrill’s banking partner. It is not a separate personal bank account that the player can directly contact.

Since the player has no contractual relationship with Intesa Sanpaolo, asking him to contact the bank is not feasible.

While the payment confirmation shows that a transfer was initiated, it does not constitute proof of final settlement or confirmation that the funds were credited and not returned.

To resolve this matter, we kindly ask the casino to obtain from the payment provider either:

• SWIFT MT103 (or equivalent settlement confirmation),

• An official trace result confirming beneficiary bank credit,

• Or written confirmation that the funds were not returned.

We look forward to your clarification.