The player from Germany sought to withdraw his remaining balance of €120 and close his account at Immerion due to poor treatment, long withdrawal delays, and server errors encountered while playing. He described repeated ignored requests for account closure. The Complaints Team was unable to proceed with the investigation or provide solutions due to the player's lack of response to inquiries and reminders, which resulted in the closure of the complaint. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Immerion Casino - Player's account closure is being ignored.
Closed
Our verdict
Player stopped responding
Amount: €120
Immerion Casino
Safety Index:Below averageCase summary
Discussion
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9 months ago
Translation
Hello, I deposit daily at Immerion and its sister site Ybets. Now I would like to withdraw my remaining balance (€120) and close my account. The reason for this is the way they treat a player. If you deposit €1,000 a day and play all day, spread over months, and then try to withdraw €100-1,000 from an instant withdrawal casino, they'll make a fuss. They'll make you wait up to four days or simply ignore you. You contact them, they ignore you, constantly repeat themselves, or block you from live chat. Since I no longer see the point in supporting such casinos financially, I would like to close my account.
I'd also like to add that the slots on the site are affected. If you play for a few hours at a time, you'll notice this. Often, when bonuses came, there were server errors, which caused bonus rounds to disappear or simply run through with zero.
I can't recommend these casinos under any circumstances. Instant casinos are great for payouts, but not under these conditions.
I'm asking CasinoGuru to help me close my Immerion account. Live chat is ignoring me and they don't want to respond to my request. I would also like to request a review of the payment systems, as this casino is clearly operating illegally and not in accordance with casino regulations. They also challenge every player's decision and attempt to manipulate it.
I have contacted immerion several times and asked about the closure, but they do not want to accept it or simply ignore me.
Automatic translation:
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9 months ago
Dear Player
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Immerion Casino.
I checked the rules of the casino and found the account closure option cited in the casino's rules:
10. Closing of the Account
10.1. Players may close their Account by contacting Us via support@immerion3.com. Immerion shall return to Player any and all funds from the Account. The method of repayment will be chosen at the absolute discretion of the Company.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you contacted casino support via email and asked for permanent closure, and given the aforementioned reasons for account closure?
- Could you please share with me your account closure requests and any responses you received from the casino?
- Have you passed account verification in the casino?
- Have you unsubscribed from the casino's marketing communication?
- Send the information to my email at tomas@casino.guru, or post screenshots here
In the meantime, check other resources and information in our responsible gambling guide found here: https://casinoguru-en.com/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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9 months ago
TranslationHello, I'm still being kept waiting, and they're blocking everything I do. After I say I want to close my account, I get bonus money that's useless anyway, and when I want to withdraw, they fob me off with excuses. Today I fell for them again. I deposited, got free spins, and won, but the winnings from the free spins weren't credited to me, and support is no longer responding (it used to be reachable within seconds, but since the manipulation, it's not anymore).
I'm being heavily manipulated, stalled, and exploited. I've already deposited a six-figure sum with them, and I'm starting to feel like taking legal action. In the end, I can only win.
Automatic translation:
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9 months ago
Kindly share your written attempts to close your account as supporting evidence. Forward them to my email at tomas@casino.guru
Please note that the player is ultimately responsible for any deposits, wins, and losses.
If you believe you are in need of protection from further gambling, I would recommend you request a self-exclusion due to gambling problems. We believe that if you inform the casino about your gambling problems, the casino is obligated to reasonably protect you from further play by blocking your account.
If you believe this is the case,
I would recommend that you send a self-exclusion request, but this time, include me in the copy of your email.
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Immerion Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Looking forward to your reply.
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9 months ago
Dear Samu747,
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.
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8 months ago
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,
Tomas
Casino.Guru
