Immerion Casino - Player claims that payment has been delayed.

For 14 days i have tried to cashout money, i made a withdrawal for 900 euro, but they shut down my ability to make cashout and say they ned provider to check my game pattern.

It has been 14 days and no word has been heard from them.

They even gave me a bonus for 20 euro and cashout is max 1,3x - but theyre terms and conditions says its 10x cashout.

So they lie. I havent recived any money and any info regarding cashout.

Dear matdau1993,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

14 days has gone.

Dear matdau1993,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

no, No payout

Dear matdau1993,

Can you please advise if it's your first ever withdrawal request from the casino?

What kind of bonus did you use and was it casino or sports betting one?

Lastly, can you please forward the communication between you and the casino related to this matter to nikolas.b@casino.guru for further review?

Looking forward to hearing from you.

Regards,

Nick

Dear matdau1993,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.