Immerion Casino - Player is locked out of his account.

Hello good evening, through casino guru I learned about immerion casino, I created an account and on the day I created the account I was connected to the official website immerion.com yesterday I found it strange to have difficulty entering but through the history there I managed to enter and deposited money. I managed to raise a lot of money and today when I try to log in I can't because I can't log in to the official site, now I'm redirected to the immerion1.com site but the problem is that I no longer remember the password and I tried to recover the password but on the new site it says that my email is not recognized.I'm going to try to create an account just to clear my doubts, and in the email part it tells me that my email is already being used. I've already sent an email, I've sent a message to the casino's Instagram but they won't answer me. Can someone help me?

Dear Pisko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with your account at Immerion Casino.

In order to assist you better, could you please provide us with the following details?

• What specific error message do you receive when trying to log in to the official website?
• Did you receive any confirmation or response from the casino after your email?
• Have you attempted to contact any other customer support channels, and if so, what was their response?
• Could you please provide the date when you initially created your account?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication you would like to share, feel free to forward it to petronela.k@casino.guru.

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

Thank you in advance for your reply.

Best regards,

Petronela

Dear Pisko,

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.

The message I get when I try to log in is "email or password is incorrect". The email I've sent so far hasn't been delivered, it keeps being resent automatically. I haven't tried to get in touch by other means because I can't. I can't remember the date. I can't remember the exact date, but I know it was in April. Sorry for the delay in replying. Thank you

Hello,

Thank you very much for your reply and for clarifying the login issue.

Could you please answer a few more questions and provide any supporting materials you may have:

• Have you ever received a registration or welcome email from Immerion Casino? If so, could you please forward it to petronela.k@casino.guru?
• Do you have any screenshots of your account balance, deposit confirmations, or gameplay activity that show your winnings or account activity?
• Have you tried using a different browser or device to access immerion.com or immerion1.com?
• Can you confirm if you created the account using a desktop or mobile device?
• Do you recall if you used any bonus or promotion when depositing or playing?

Any information or evidence you can provide will help us verify your account and better understand what may have happened.

Looking forward to your response.

Dear Pisko,

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.

Dear Pisko,

I’d like to kindly remind you that one screenshot without any explanation or additional context does not suffice for us to properly investigate your case. Could you please answer the questions I asked in my previous message and provide any supporting materials you may have? This includes:

Thank you in advance for your reply.

Dear Pisko,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru