The player from Portugal had requested a withdrawal less than two weeks prior to submitting their complaint. The payment had not been processed yet. The issue was resolved after the casino clarified that the player had initially canceled their withdrawal request and submitted a new one, which had caused a delay. The new request was subsequently processed, and the player confirmed receipt of their winnings. The complaint was marked as resolved by the player.
Immerion Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €200
Immerion Casino
Safety Index:Below averageCase summary
Discussion
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2 months ago
Last friday (12) i deposited 20€ on this casino, after about 3h of playing i decided to ask for a withdrawal of 200€. 3 days later (14) and after a lot of chatting with the costumer chat about the withdrawal being with the same status for days, i by mistake canceled the withdrawal.. the next minute i asked for another withdrawal with the same amount. ( I will never spend that money on them again, as they seem to want me to). The thing is, they seem to want me to quit on the withdrawal, because i never Saw a casino so slow in my life. I hope they don’t scam me, but iam feeling like that it’s a posibility. The conversations on the chat are like talking to a AI bot. They don’t seem to really care. Which is a shame, Because they Will lose posibles costumers with this treatment. Be carefull if you play here.
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear Joana_Moreira,
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
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2 months ago
Dear Joana_Moreira and Casino Guru,
Upon further check, the player has initiated withdrawal on December 12th at 6pm UTC via bank transfer, which means it could be processed the next business day on Monday, December 15th. Unfortunately, the player has canceled their request on Monday and placed a new one shortly after, which means the request was moved to the end of processing queue automatically, as each request is treated separately.
The new request was processed by the team earlier today, in line with our expected withdrawal timelines:
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.
No other withdrawal requests are pending and no funds remain on player's balance. As such, we currently see no basis for creation of this complaint and hope the player has successfully received the withdrawal.
Respectfully,
Immerion Casino Representative.
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Joana_Moreira,
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,
Attila
