Immerion Casino - Player claims that payment has been delayed.

Im Afraid like many users got rigged with Immerion casino. I have deposited before there and also withdraw a few times. This time I deposited about $80 with a bonus went through the 60X wagering requirement. I complied with all the Term and conditions including max bet. When i decided to withdraw, i found out a day later that the funds went back to my account and im restricted from withdrawing until my game play gets reviewed by the game provider.

Customer service says not to worry and it takes up to 14 days but after reading. Hard not to get concerned since i have played online casinos for more than 12 years and is the first time i see a common practice to players like this.

They still allow you to keep playing and make deposits during this time though. Very Unethical!

how is it possible that this casino is not blacklisted? They also send frequent emails with their bonus promotions to hook players into their trap!

Dear sandovalmiguel,

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.

Dear sandovalmiguel,

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.

Dear Complaint Speciallist,

No, my account has been blocked from withdrawing and funds sent back to my balance. They claim have to check gameplay with the game provider. That was about 2 weeks ago. support did come back to me with the below: The problem is that reading other customer complaints it can take months!

Dear Player,

At the moment, your game session is being checked by the provider. This is a standard procedure, which is necessary to ensure the validity of the game and to protect the interests of all participants.

Unfortunately, at this stage we cannot provide you with an exact time when the verification will be completed, as the provider fully regulates the process. We are monitoring the progress of the verification and will notify you as soon as it is completed, or additional data becomes available.

Thank you for your patience and understanding. If you have any questions, please do not hesitate to contact us - we are always here to help.

Dear Casino Guru,

As of today, it's still working. Customer Service replies once a week, and their answers are vague; they don't even give an approximate date. At this rate, it could be a year, and they wouldn't care.

I still can't make any withdrawals, but I can make deposits and play with my balance, which I think is unethical!

I hope you can do something about it.

thank you

Thank you sandovalmiguel for all the information provided so far. I will now forward your complaint to my colleague Matej ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello sandovalmiguel, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payout. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Immerion Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

Dear Sandovalmiguel and Casino Guru,

We have relayed all the information to our KYC Department.

Please be assured that your request is under review and will be addressed at the earliest opportunity.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

Immerion Casino Representative

Dear Immerion Casino Representative, thank you for letting us know. Please, let us know once you have a further update, to keep us up the speed. Thank you.

Immerion Casino is a scam. I decided not to wait any longer and finish the balance. It has nothing to do with KYC since I hadn't been verified for months. Upon completing my check, they confirmed I could make withdrawals and that there were no observations. They're thieves. It's a practice they're using on many players, not just me. Please take this into account, Casino Guru. I don't know how they have a high security rating.

Could you please clarify the following:

 I decided not to wait any longer and finish the balance.

Does it mean you have cancelled your withdrawal request and gambled away all the money?

As for the game play checks - those have to be requested directly from the game provider and could take couple of weeks, as the providers have to deal with hundreds of such requests on a daily basis.

Yes, I canceled it and finished the balance. I don't want anything to do with this casino. I understand the game verifications, but this casino uses them as an excuse to delay and not pay. I play at about 10 other casinos, and historically, I've played at many more, and I've never seen this as a common practice.

In case there is any doubt, coincidentally the day I finished the balance they enabled me to withdraw it haha, it's a joke.

Dear Sandovalmiguel, thank you for the confirmation. Unfortunately, as there is no more balance to be withdrawn, we will be unable to investigate this issue any further.

Due to the aforementioned reason, this complaint will now be 'rejected'. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.