Immerion Casino - Player believes that their withdrawal has been delayed.

I had a terrible experience with this casino over a year ago and filed a complaint with Casino Guru. I was so furious I wanted the account closed so I would never be mistreated by them again. I made a $15,000 withdrawal and they placed it on a 6 week hold for a so called game verification. The withdrawal was approved after six weeks. I played all the winnings back and never received anything as far as a payout. The complaint was resolved and I left the account open.

My new Complaint

One year later, after receiving marketing emails, I decided to try and play on the gaming site again. I reached out to VIP asking if things had gotten better. I started making deposits and losing each time. A total of more than $17,000 has deposited with Immerion Casino. I finally won around $4,000 and made a request to withdraw $1,000.00.

It was approved and paid. I continued to use the remaining money in my account to play and won another $10,000 and then $12,000, and finally $20,000. My current account balance is $49,600. I made an additional request to withdraw another $1,000 as this is the maximum withdrawal limit per day. The next day I tried making another withdrawal and learned you can only have a maximum of three $500 withdrawals processing at one time. I cannot make any additional withdrawals until the current three are processed. I then realized, nothing has changed here and they have no plans to allow me to withdraw any additional money. Normally when someone wins a large amount of money they get excited. My reaction was "Oh No", because I remembered how horrific they treated me the last time I won a large amount of money.

I have sent four emails to my casino host and the VIP team. I have been ghosted. They have not responded to any of my emails. I reached out to live chat and was told "my withdrawal would be processed soon". I then ask what does soon mean. They responded usually within 72 hours.

The reality here is they are not going to pay out my winnings and will stall and delay as long as they can in hopes I will do the same as last time which is give up and play all the winnings back.

This time I'm not going to give up. Based on the previous emails I have, along with the communications from Casino Guru, I have solid information in my favor.

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Dear swd4494123,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear swd4494123 and Casino Guru,

Withdrawals at Immerion are processed in accordance to the posted Terms and Conditions:

7.8. Withdrawal processing times depend on the payment providers and methods Players use. Usually it can take up to 72 hours but not limited. Once a withdrawal has been processed successfully and released, a time period will apply depending on the payment method being used.

The current withdrawal requests have been placed on April 18th and 19th, which is both within the standard expected timeframe and placed on a banking weekend, which may lead to a slightly extended processing time due to limited staffing availability during weekends. At the moment, withdrawals are being processed normally and withdrawals previously placed on April 17th have been processed by the team.

Respectfully,

Immerion Casino Representative.

Why have you not responded to a single email. You intentionally stall the withdrawal process. You make it impossible for a player to withdraw funds. You put maximum limits of $1,000 per day and take 3-5 days to pay. I can’t make another withdrawal until you pay out. So, your maximum of $1,000 per day is BS and you know it.

Dear swd4494123 and Casino Guru,

We're afraid player's statement is not correct. The player has withdrawn a total of 27 LTC within 2 last business days, including a completed withdrawal earlier today, showing that withdrawals are not impossible and processed in accordance to aforementioned Terms.

We wish to note that Withdrawal Terms and limits have been agreed with by the player upon signup.

Respectfully,

Immerion Casino Representative.

Dear swd4494123 and Casino Guru,

As we currently see, the mentioned withdrawal requests, created on April 18th and 19th, have been successfully processed by the team earlier today, in addition to withdrawals processed on April 17th. At the moment, the player does not have further balance available and there are no pending withdrawal requests. We thank the player for their patience during this time.

Respectfully,

Immerion Casino Representative.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear swd4494123,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla