iviCasino - 選手の退会が遅れました。

Hi

I have made countless withdraws with different currencies.

last year I contacted them every day for weeks and asked when my withdraw get sent and they just told me that they will contact relevant department and it will be fixed.

Nothing happens.

I kind of gave up on this but now Im trying again to get the cash out and try to talk to support an they are never there so i send them a message to get back to me by email but they never do.

Can I get some help with contacting this casino and finally get my cash?

Dear momme123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days or months ago was your withdrawal requested?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Well my first withdraw was made 05.06.2021 22:05, and that withdraw was in BTC and they made no effort at all to send to me that even though they recommended me to do a crypto withdraw since i could no longer make skrill withdraws since they stalled so long and regulations changed in Norway.

I verified my account before this.

Second time I tried to make a new withdraw was 29.09.2021 17:33 and this time i tried to make withdraw in LTC and same story here didnt send me cash no matter how many times I contacted them.

After this I kind of was busy and almost gave up on this withdraw since I didnt know I could get help through a website like this 🙂.

No Im trying again and made a withdraw 21.07.2022 13:17.

Also been trying to get in touch with live chat with this withdraw but always have to leave a message since live support is not there, and they havnt answered to a single message of mine.

Thank you very much, momme123, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of iviCasino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello momme123

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. Please bear in mind that iviCasino ignored us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

We would like to invite iviCasino to join the conversation.

Dear iviCasino,

Can you please provide some information regarding the player's withdrawal/s?

Ok maybe take contact with their licence holder will help?

Hello momme123

iviCasino used to hold a license from Gaming Curacao, but we were unable to verify this, so we can not confirm if iviCasino is still licensed.  If you feel you want to take this complaint further you can contact Curacao Gaming authority here (info@gaming-curacao.com) and submit a complaint to them. It's not the best licensing authority but it may have more options and tools to help players. Let me know if and how they replied at michal.k@casino.guru

Yeah I have heard that many license providors are not that serious.

Maybe this is something that you can add here on casino-guru?

A way to comment and make complaints about different license holders simular as you provide for casinos?

Maybe that will make some not so serious license providors a reason to clean up their act?

Dear momme123

Thank you for your suggestion, but at the moment we are focusing only on casino reviews and helping the players if possible to resolve complaints as an Alternative dispute resolution center. We provide licensing information for every casino in the casino reviews and the players can pick the casino that they like. We have great casinos in our casino review list with Curacao licenses as well as casinos that hold for example UK license which is considered one of the best in the business but have a lower rating, so although the licensing information can give the players some idea about the casino it is not the only factor that counts in the casino rating. So I would advise you to check the casino reviews before you sign up and deposit to a certain casino.

With this being said, we are trying our best to resolve every complaint no matter the casino. So far I have received no response from iviCasino, but I will keep on trying.

Best regards

Michal

Yes I wish I knew about Casino-guru before I signed up at ivicasino 🙁

But from what I see they actually had good rating back when I registered and played...

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’.

Dear momme123

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. I have tried to contact the casino repeatedly, but it appears they don't intend to respond to complaints. There is not much that can be done now without the casino's cooperation.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino.

I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

As mentioned before, we can only recommend you to take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating.

We wish we could be of more help.

Best Regards

Michal