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I am submitting a complaint regarding Ivibet casino due to confiscation of winnings, account suspension without notice, and lack of evidence for the casino’s actions.

On 17.04.2026 at 19:46:43, I deposited 50 PLN via BLIK and played normally for three days. On the same day, I submitted my first withdrawal request of 4000 PLN, which was confirmed by email.

On 18.04.2026, I submitted multiple additional withdrawal requests (640 PLN, 1700 PLN, and higher amounts up to 16,000 PLN). However, only the first withdrawal received email confirmation, while others did not, despite being successfully submitted.

After reviewing the terms, I noticed a daily withdrawal limit of 4000 PLN, so I cancelled larger withdrawals and kept smaller ones pending.

On the third day, my account was suddenly suspended without any prior notice or email explanation. I discovered this only via live chat, where I was informed that my account was suspended by casino management.

At the same time:

I could no longer access games or make deposits

No reason or evidence was provided for the suspension

Despite this, I was still able to submit withdrawal requests

Due to concern about losing access to my funds, I also submitted additional withdrawals via cryptocurrency (4000 PLN and 40,000 PLN).

The casino later justified their actions by referring to a "technical error," but:

No evidence was provided

No game logs or provider confirmation were shared

Gameplay was normal across multiple providers

No errors or warnings occurred during the gaming session

Additionally, the account restriction happened without any prior notice, and no email was sent informing me of the suspension.

I believe the actions taken by the casino are inconsistent and lack transparency, especially since gameplay was allowed to continue normally and winnings were only disputed after withdrawal requests were made.

I request full payment of my legitimate winnings and completion of all withdrawal requests, as no evidence of any technical error affecting my gameplay has been provided.

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Hello,

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

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Could you please confirm whether you currently still have access to your account?
• Did you accumulate your winnings with or without an active bonus?
• Could you please advise whether the confiscated winnings originate from a jackpot win?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Good morning,

Thank you for your message.

In response to your questions:

I primarily played slot machines from various providers.

I still have access to my account, but its status and history are not fully transparent to me.

I did not use an active bonus at the time of the play.

The confiscated funds did not come from a single jackpot – they were winnings accumulated during normal play on various slots.

I would also like to emphasize that the only explanation I received from the casino referred to a "technical error," without any details such as the exact time, specific game, or description of the situation. Only my PLN 50 deposit (paid on April 17, 2026) was returned to my account, while all winnings totaling PLN 70,570 were canceled.

The decision was justified by the general provisions of the terms and conditions regarding technical errors, but I did not receive any evidence or detailed analysis to support such a confiscation. I would appreciate your further assistance in clarifying this matter and verifying that the casino's decision was made in accordance with applicable procedures and standards.

Thank you in advance for your support.

Sincerely, [Redacted]

PS.I am attaching a few screenshots confirming that I played on various slots. If you need it, I can write down exactly how many games I played and at what time. I have a lot of screenshots. I can also send all the screenshots of the messages I received from ivibet, including the one from the VIP manager who wanted to give me a bonus as a consolation.

I would like to provide additional evidence and clarification regarding my complaint.

I have attached a conversation with a VIP manager from HellSpin Casino, who confirmed that the issue related to the slot provider was due to a technical error on the provider’s side.

Importantly, the VIP manager also admitted that they do not know the exact nature of the error and that their casino was only informed about it by the provider, without receiving detailed explanation or a transparent report.

This raises serious concerns, because it suggests that casinos are making financial decisions affecting players based on unclear and undocumented information coming from the provider.

In my case, Ivibet Casino has not provided any official incident report from Amatic Industries, nor any detailed game session logs. Instead, they rely solely on general statements and refer to their terms and conditions.

At the same time, only my winnings were removed, while my losses were not refunded. This selective action appears inconsistent and unfair, especially considering that the issue was allegedly caused by the game provider.

I kindly ask you to take this into account and request from the casino:

– an official incident report from Amatic Industries regarding my session

– full game logs

– a clear explanation of why only winnings were removed while losses were not returned

Without such evidence, I believe the casino’s actions lack transparency and fairness.

Thank you for your assistance.

have attached supporting evidence showing that:

(1) another casino confirms a provider-side issue without transparency,

(2) Ivibet attempted to resolve the matter by offering a bonus instead of providing evidence.

1)

2)

I'd like to clarify one important point – I had no knowledge of any technical error while playing. I played in good faith, assuming everything was working properly.

I only learned about the alleged bug later from Ivibet, after I'd finished playing. This information was then further confirmed by a VIP manager from Hellspin, who indicated that the issue was related to games from the Amatic provider.

I would therefore like to emphasize that at the time of playing, I had no opportunity to knowingly exploit any bug, as I had no knowledge of it.

Dear Sir or Madam,

Regarding my complaint regarding my Ivibet Casino account, I would like to provide additional, relevant information and clarify my position.

According to the information provided by Ivibet, citing a report from the provider Amatic, a technical error may have occurred in this provider's games at a certain time. However, I would like to emphasize that I was not aware of any irregularities during the game – the games were available and operated normally.

Key points:

- After finishing playing on Amatic games, I continued playing on games from other providers,

- the jackpot (approximately PLN 32,000) was won outside of Amatic games,

- I did not use any bonuses – I played exclusively with real funds,

- my account passed full KYC verification.

In light of the above, I request:

- the possible exclusion (cancellation) of only winnings from Amatic games, if they were actually affected by a technical error,

- the retention and withdrawal of funds obtained from games from other providers, in particular the jackpot, which was unrelated to these games.

I emphasize that, as a player, I was unable to distinguish the source of funds within a single account balance, and the casino did not block or restrict access to games, which allowed me to continue playing in good faith.

I believe that the complete cancellation of all funds – including winnings obtained outside of the disputed games – is disproportionate and unjustified.

I kindly request that the above arguments be taken into account when considering this matter.

Sincerely,

[Redacted]

Thank you very much for your response.

In order for me to properly asses the issue, could you please share your game history in a format other than forwarded screenshots? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of making your last deposit, until the confiscation of the winnings.

You can forward the game history to my email at attila.g@casino.guru.

Thank you in advance for your reply.

Okay, I'll ask the casino to provide me with this data.

I sent the email with the report on May 1st.

Hello Magda88,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Magda88

Thank you for your patience while we carefully reviewed your case, and I truly appreciate the detailed information you have provided throughout the process.

Please note that the origins of the technical glitch have been made public since your complaint submission. https://www.newsnet5.com/news/amatic-industries-slot-game-server-breach-massive-payouts/. Based on these circumstances, we are unable to support you in your pursuit to have winnings paid out. Since you confirmed your winnings were accrued by playing the affected game in the appropriate time window, we can't consider your winnings legitimate, and, consistent with other cases currently present on our website, your case will be rejected as a result.

I would like to mention that, although we recognize that the main jackpot was not won from games provided by Amatic Industries, it is important to note that this win occurred on April 18. By that time, you were utilizing funds that had resulted from the previous day's malfunction.

We hope you won't face a similar situation in the future and I’m sorry that we couldn’t bring you a more favorable outcome.

Please don’t hesitate to reach out if you need assistance with any other issue in the future.

Kind regards

Attila

Casino.Guru