iviCasino - プレイヤーの撤退は遅れています。

I have registracion in this casino for 1 year and everytime I must wait some days for withdraws, but this time I wait over 10 days... I put withdraw request by Neteller on 23.02.2022 and they still not send my money... I am verified and I have many withdraws before this

Dear LinkinPark,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have been waiting for your withdrawal for over a month this time? When did you make your last successful withdrawal, please?

Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much for your reply.

Best regards,

Kristina

Yes I wait more that 1 month... I received withdraw from them on 16.02 for the last time. I don't have any communication with them, because they not answer me.

Thank you for your reply, LinkinPark. Have you accumulated your winnings with or without an active bonus?

Have you made successful withdrawals via Neteller before, or was this your first time?

I don't use bonuses. I have previous successful withdrawals via Neteller.

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Pending

Thank you very much LinkinPark for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello, LinkinPark again,

I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite iviCasino's representative to join this conversation and participate in the resolution of this complaint.

Dear iviCasino Team,

Could you please state the reason why the player's withdrawal has not been fully processed yet and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

We would like to ask iviCasino Team 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 will have a negative impact on the casino's rating.

Dear LinkinPark,

Is there any progress on your issue, please? Can you provide me with an update?

This is not your first complaint about the same issue with the same casino, and all your complaints with iviCasino have been resolved in the past. If you know the processing time is longer than usual, can you please write to me about why you still continue playing in this casino? Or, why is it necessary to file a complaint every time?

There don't have progress. I like this casino and I have some wins there - this is the reason to contunie playing there. Before this withdraw they have extremely long processing time, but all the times I receive my withdraws... It was necessaty to file complane, because when I put compain they processed my withdraws in couple of days, but this time I not receive anything 2 months....

Thank you very much, LinkinPark, for the explanation, I understand these circumstances.

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option how you can try to resolve your issue or speed up the process - to contact the gaming authority the casino is regulated by (if the casino has a valid license) and submit a complaint directly to the regulator.

I found this rule in the casino's terms and conditions:

"20.1. If there is a claim concerning the site, You have to contact our custom support as soon as possible. In case of a dispute, Customer Service Department of ivicasino.com will attempt to reach an agreed solution. If, for some reason, you are not satisfied with the resolution of your complaint offered by ivicasino.com, you may report a complaint to the Curacao Gaming Authority: complaints@gaminglicences.com."

I recommend you take the necessary steps according to this rule. However, the casino's license is unverifiable and it is possible the casino is not officially licensed. In addition, the contact stated in the rule above concerns another licensing authority (Curacao Antillephone) and not the one mentioned in the terms and conditions. Therefore, I also advise you to consult Gaming Curacao using info@gaming-curacao.com.

Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, issue description, and supporting attachments if it is needed.

In case of any questions or any news, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru