Unfortunately, my payment was not credited even though it was debited from my account!!!

Leider wurde meine Zahlung nicht gutgeschrieben obwohl von meinem konto abgebucht!!!

Dear bestellungenduvan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Kristina

It's not the first deposit.

I've already been to the bank

here's the answer:

"Hello Savas,

Please contact the payee directly and clarify the matter.

There's nothing we can do here."

Es ist nicht die erste Einzahlung.

bei der Bank war ich schon,

hier die Antwort:

"Hallo Savas,

setz dich bitte direkt mit dem Zahlungsempf?nger in Verbindung und kl?r den Sachverhalt ab.

Hier k?nnen wir nichts machen."

Thank you very much for your reply, bestellungenduvan. Could you please post here (or forward me) a screenshot of your deposit/cashier history? Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

always the same answer in chat.

we will forward it, nothing else!!!

I called both my bank and SOFORT KLARNA.

dad money is through, for both of them. It must be with the casino's payment processor

im chat immer die selbe Antwort.

wir leiten es weiter, sonst nichts!!!

ich habe sowohl mit meiner Bank, alsauch mit SOFORT KLARNA telefoniert.

dad Geld ist durch, bei beiden. Es muss beim zahlungsunternehmer des Casinos sein

I just hope you guys aren't in cahoots ??????

Ich hoffe nur, dass ihr nicht unter einer Decke steckt ??????

I’m very sorry but you haven’t answered any of my previous questions. Please check my last reply and try to assist - I asked for a cashier history, not a deposit receipt and I haven't received any emails with communication between you and the casino. All requested information is essential if we wish to proceed with the case. Thank you in advance.

I don't have any chats saved!!!!!!

Ich habe keine chats gespeichert!!!!!!

Thank you very much, bestellungenduvan, for your cooperation. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, bestellungenduvan,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite IviBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear IviBet Casino team,

Could you please look at the player's issue and investigate the matter with the appropriate casino departments using the details from the screenshots provided above, and inform us about the outcome of the investigation?

If it suits you better, feel free to use my email address to reply ([email protected]).

Thank you in advance for providing the information.

Hi,

The deposit is question was credited to the players account on 2023-10-27 09:52:47 abd as we can see, the player has used it already.

The delay with the deposit was caused due to an unexpected error in the payment system, we are sincerely sorry for all the inconvenience caused.

Thank you for your patirnce.

Thank you very much, IviBet Casino team, for your quick response and the update!

Dear bestellungenduvan,

Can you please confirm the above-stated? Can we consider the issue resolved?

Yes fits. Thanks

Ja, passt. Danke

Thank you, bestellungenduvan, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, IviBet Casino, for your quick help and cooperation!

Best regards,

Branislav, www.kpvfaw.com