iBet.com Casino - Hráčův vklad nebyl nikdy připsán na jeho účet.

The casino support is terrible. I have been giving them valiable information with clues how and why did my deposit not reach my account, they have not been interested and keep telling me to contact my bank/bak provider.

I had the same problem twice already, actually

I deposited 25e with trustly, it worked but that was "quick deposit" and I had already made an account. It took me to "finishing your account"... but I already had one and my e-mail was taken.

I still could see the deposited but as a failed one. So trustly -> to my ibet account failed.

They lie to me that I had not finished my transaction, and told them it shows as failed. Just as failed just as I told them. They tell me to deposit again, not caring I had lost 25e.

I still tried to deposit 20e, and I got more useful information, right after depposit I got message - "completed" status.err_inconsistent_pap_account_used_by_other_user.

I took screenshot and sent it. I told them deposit does not show on my account.

They answered "we do no see any deposit" etc, and "contact your bank provider".

So you have a SERIOUS flaw in their system where players don't get their deposit, and their attitude is "go talk to someone else".¨

Now lastly they wanted me to probide bank statement since april 9th.

That won't be available until the end of month - and can anyone even think how that ever could solve the problem?

And that requirement was just to "raise your quire with the payments department"

Leovegas solved very similar problem in two days, without needing any more documents than deposit to trustly screenshot.

It has taken iBet a lot longer to even start considering to solve the problem, and certainly not this month, maybe later.

I sent them my trustly deposit screenshots and the error message screenshot

Dear Jussi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, I would also recommend to contact your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Kristina

I got an answer from a new customer service representative, this time in Finnish.

He understood the problem, regretting what had happened both because of the error and about attempts to treat it.

Customer service changed from really shocking to the level one should obviously be.

The problem was resolved during my night’s sleep and the money was found in the Ibet account.

In the end, the solution went smoothly and quickly, and there is no reason why it could not have gone that way in the first place. Overall, the experience was very bad.

I do not know how much impact Casinoguru's complaint had - although thanks to all those who contributed to the settlement and Casinoguru.

Sain uudelta asiakaspalvelijaltavastauksen, tällä kertaa suomeksi.

Hän ymmäriongelman, pahoitteli tapahtunutta sekä virheen vuoksi että sen hoitamisyritysten suhteen.

Asiakaspalvelu muuttui todella järkyttävästä sille tasolle jollasen kuuluisi itsestäänselvästi olla.

Ongelma hoitui yöunieni aikana ja rahat löytyivät Ibet tililtä.

Ratkaisu sujui lopulta mallikkaasti ja nopeasti, eikä ole syytä miksi se ei olisi voinut sujua alunperiniin niin. Kokonaisuutena kokemus jäi erittäin huonoksi.

En tiedä oliko Casinogurunvalituksella asiaan kuinka paljon vaikutusta - kiitoskuitenkin kaikille ratkaisua edistäneille osapuolille ja Casinogurulle.

Awesome news, Jussi! We personally have not yet got in touch with the casino, but there is a chance that they saw your complaint, and maybe it was just a coincidence. In the end, it doesn't matter as long as everything has been sorted out.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.