Immerion Casino - Player’s account closure request is denied.

Hola.

Tengo cuenta en Immerion pero soy adicto al juego y he solicitado el cierre permanente de mi cuenta a través del chat y de email. Me han dicho que no pueden cerrarla hasta que gaste el saldo de mi cuenta.

He insistido en que la cierren y me paguen los fondos, tal y como recoge el artículo 10.1 de los T&C pero se niegan.

No he jugado con bonos y mi cuenta no está verificada ( pese a que me ofrecí en el pasado a enviar la documentación pero el casino dijo que no era necesario)

Agradecería ayuda. Un saludo

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Dear tirion365,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problems).

Could you please clarify if you informed the casino about your gambling problem? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Kristina

Hola Kristina.

he solicitado expresamente una autoexclusión debido a mi adicción al juego.

La solicitud se realizó por chat y por correo.

Te envío pruebas de ambos envíos.

Gracias

Dear tirion365 and Casino Guru,

We can confirm we have received a self-exclusion request from the player. Unfortunately, as per our Terms and Conditions, we are unable to close the account with funds available on it, since it would constitute seizure of winnings. As such, we advise the player to either use the available funds or withdraw them using any available withdrawal methods, subject to withdrawal conditions, after which an account can be closed permanently, per self-exclusion message. Please note that this procedure is in line with our Terms and Conditions 10.1.:

10.1. Players may close their Account by contacting Us via [email protected]. 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.

During this period, we advise the player to take precautionary measures, available on the platform, such as a deposit limit, which can be set below minimum deposit, to ensure no further deposits can be made while current balance is being dealt with. This can be done in Account -> Settings -> Responsible Gaming -> Deposit Limits.

The team is monitoring the player's balance to finalize self-exclusion request upon withdrawal of funds, however we also ask the player to report it if possible to expedite the process.

Respectfully,

Immerion Casino Representative.

En primer lugar, si fueséis un casino medianamente serio ( por el tipo de las numerosas quejas que tenéis, me consta que no lo sois), lo que deberíais hacer es bloquear inmediatamente la cuenta de un jugador que confiesa ser adicto, ya que es un problema muy muy grave.

Segundo, lo que entiendo del punto 10.1 de vuestros T&C , es que si un jugador solicita el cierre de la cuenta reembolsais sus fondos ( reembolsar es sinónimo de pagar). Estoy equivocado o estáis haciendo una interpretación ventajista de vuestros términos?

Y para finalizar, os parece justo perdile a un adicto que no juegue, mientras vais procesando sus retiros muy muy lentamente. El retiro máximo es de 850 euros y tenéis más de 50 casos en los que un solo retiro lo retrasasteis ( con excusas ridículas) más de 3 meses. Imaginate en mi caso que tengo que realizar 10 retiros para retirar todo mi saldo.

No voy a entrar en disputas con el casino, esperaré a que Casino Guru se pronuncie.

Gracias

Hola. Finalmente he perdido todo el saldo de mi cuenta.

Solo pido a casino guru, que valore a este casino como realmente se merece.

Es una vergüenza que actúen de la manera que lo hacen tan impunemente.

Gracias de todos modos por la ayuda

Dear tirion365 and Casino Guru,

Since the funds were not deposit funds but winnings, refund is not applicable in the case of self-closure. The deposited funds were used to place bets during generation of such winnings, making the refund of initial deposit also not possible. In such cases, withdrawal is available to remove funds from the account, subject to conditions, which the noted Terms clause refers to. While doing this procedure, we offer players several methods to temporarily restrict their activity until we are able to permanently close the account, in accordance with self-exclusion mechanisms and our Terms.

We can confirm that the funds were exhausted from the account and no pending withdrawal requests remain. As such, the account was permanently closed, as per player's addiction declaration.

We wish the player the best in terms of their health and well-being and appreciate their declaration.

Respectfully,

Immerion Casino Representative.

Sois unos sinvergüenzas. Cuando establecí "métodos para restringir el juego", cancelastéis mi solicitud de retiro por estar en periodo de autoexclusión.

Es decir, si no me autoexcluyo termino perdiendo todo el dinero y si me autoexcluyo no puedo retirar.

Conclusión: el casino siempre gana, y si el jugador es adicto, todavía más

Dear tirion365 and Casino Guru,

Please note that the suggested method was to set up a deposit limit, which only restricts ability to add funds to the account, while allowing other activity, allowing withdrawals.

Chosen action was a temporary self-closure. When the account is temporarily closed by the player for a set cool off period, no activity can be performed, including gameplay, deposits, withdrawals or access.

Respectfully,

Immerion Casino Representative.

Me habéis negado la autoexclusión por el simple hecho de tener saldo en la cuenta, me pregunto los ludópatas solo tenemos derecho a excluírnos cuando ya lo hayamos perdido absolutamente todo?

Si la gestión de la autoexclusión fuese la correcta, mi cuenta hubiese estado bloqueada el lunes y mi saldo estaría intacto.

TODO EN ESTE CASINO ES UNA CONTRADICCIÓN:

EN MI CASO DECÍS QUE NO ADMITÍS MI SOLICITUD DE AUTOEXCLUSIÓN PORQUE TODAVÍA TENGO SALDO Y LOS T&C ( punto 10.1) DICEN QUE LOS JUGADORES PUEDEN SOLICITAR LA AUTOEXCLUSIÓN CUANDO QUIERAN Y LA CUENTA SE CERRARÁ Y SERÁN DEVUELTOS LOS FONDOS ¿ EN QUÉ QUEDAMOS, DEVOLVÉIS LOS FONDOS O TIENE QUE ESTAR EL SALDO A CERO?

HABÉIS INCUMPLIDO VUESTROS PROPIOS TÉRMINOS Y CONDICIONES

Dear tirion365 and Casino Guru,

The clause is correct and account is closed as soon as they funds are used or withdrawn. We would like to note that withdrawal was available to the player to receive the funds, by methods that were made available by Immerion. The choice of withdrawing or using already available winnings is available to the player and in the current case, the player chose to use the funds and not withdraw them, which is their right.

We would like to reiterate that an option to temporarily prevent any further deposits was also suggested to the player for the period required to deal with the current account balance in order to maintain our commitment to responsible gambling.

Respectfully,

Immerion Casino Representative.

Insisto, la clausula no dice eso.

Si se supone que el jugador debe retirar el saldo primero y luego cerrar su saldo, por qué pone que elige Immerion el método de retiro? Qué sentido tiene eso?

Ofrecéis una cosa en vuestros T&C que no cumplís

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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.

Dear tirion365,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

Since Immerion Casino has already participated in this discussion, I will continue the conversation here.

Dear Immerion Casino,

Welcome to this complaint thread.

I would like to address a serious concern regarding the casino’s interpretation and application of its Responsible Gambling Policy. In our view, there is a clear inconsistency between claiming a commitment to responsible gambling and simultaneously declining to close a player’s account when that player explicitly reports a gambling problem.

When a player acknowledges a gambling issue and requests account closure, a truly responsible gambling policy requires prompt and decisive action to protect that individual from further harm. Allowing the player to continue gambling - or even waiting for them to withdraw or lose their remaining balance - is, from our perspective, entirely unacceptable. Unfortunately, that appears to be what occurred in this case: the casino failed to act in accordance with its stated policy, and as a result, the player’s funds were lost rather than safeguarded.

A genuine commitment to responsible gambling and self-exclusion policies means assuming responsibility for the well-being of vulnerable players and taking proactive steps to prevent further harm. It should not mean passively observing as the player’s remaining funds are depleted.

Would you not agree that the very essence of responsible gambling lies in intervening when a player explicitly seeks help - especially when the request is made to protect themselves and their remaining funds? If such protection only begins after the player has already lost everything, the concept of responsible gambling loses its fundamental purpose.

I would like to hear your opinion on this matter before drawing further conclusions.

Thank you for your cooperation.

Best regards,

Kubo

Dear tirion365 and Casino Guru,

We acted in strict accordance with our casino's policy. Since the funds were not deposit funds but winnings, refund is not applicable in the case of self-closure. These funds were used to place bets during the process of obtaining the winnings, which also makes it impossible to refund the initial deposit.

In such situations, a player is able to withdraw or lose the remaining funds from their account in compliance with our Terms and Conditions.

Therefore, as part of this procedure and for the player's convenience, we offer to set a deposit limit to restrict gaming activity for the purposes of the Responsible Gaming policy. Subsequently, after the player had used the funds, we closed the account in accordance with self-exclusion mechanisms and our Rules.

Respectfully,

Immerion Casino Representative.

Nada en la respuesta del casino tiene coherencia:

• si creéis que esa es una gestión óptima del juego responsable, tenéis un problema muy grave.

• Si un jugador solicita el cierre, solo devolvéis los depósitos si éstos NO FUERON APOSTADOS. ¿ qué esperáis, que un adicto deposite, no juegue y solicite cerrar la cuenta? Es un sinsentido.

• Por último. Vuestros T&C dicen que se puede solicitar el cierre de la cuenta y que los fondos serán pagados. Los fondos son el saldo de la cuenta, no simplemente los depósitos.

Sois un casino abusivo, injusto y poco responsable

Dear Immerion Casino,

Based on your recent communication, it appears that, according to your policy, no funds are refundable under any circumstances - winnings are withheld without a clear explanation, and deposits are considered refundable only if they remain unused. This effectively means that a player suffering from a gambling addiction would not be eligible for a refund, even if the casino failed to properly enforce self-exclusion or take any action to assist them. In other words, your responsible gambling policy imposes no actual obligations on the casino, which undermines its purpose entirely.

In practice, this approach suggests that if a player requests account closure due to a gambling problem but continues depositing without ever reaching a zero balance, the casino would take no protective action and would instead retain the player’s funds. Such an approach represents a complete lack of player protection, leaving the casino as the only protected party.

From our perspective, this is entirely unacceptable. Once a casino becomes aware of a player’s gambling problem, it has a duty of care to act proactively - first and foremost by taking responsibility for the player, as such individuals can no longer control their behavior. The best practice would be to immediately suspend the player’s account or at least block further deposits and gameplay until the self-exclusion process is properly completed. Any required verification could then be finalized, and the remaining balance should be refunded rather than allowing the player to lose it entirely.

Please understand that a player requesting account closure due to a gambling problem does so precisely because they wish to stop losing money. By prioritizing financial interests and strict policy enforcement over player protection, the casino demonstrates a stance that is in conflict with the principles of responsible gambling and the industry’s commitment to fairness.

We kindly ask you to reconsider your decision in this case, issue a refund to the affected player, and review your responsible gambling procedures to ensure they meet basic standards of fairness and player safety.

Thank you for your attention and reconsideration.

Dear Guru,

We are still in discussions with our legal team regarding this case. We need a little more time to provide you with an answer. We will get back to you shortly.

Thank you for your patience and understanding.

Respectfully,

Immerion Casino Representative.

Dear Immerion Casino,

Another week has passed. Could you please provide an update on your position regarding this matter?

Thank you.

Dear Kubo,

We have sent an email to [email protected] with our explanation.

Respectfully,

Immerion Casino Representative.

Hola Kubo.

El casino lleva más de 20 días para dar una respuesta ( todavía no la ha dado). Me gustaría que, en cuanto puedas, me hicieses llegar cualquier actualización relacionada con mi queja.

Muchas gracias.

Hello Everyone,

I apologize for the delay in my response.

Dear Immerion Casino,

Thank you for your message and for providing additional context regarding this matter. You may be correct that, under your current license, the casino is not obligated to freeze a player’s balance upon disclosure of a gambling problem. From our perspective as a Global Self-Exclusion Initiative, however, this is precisely the step that should be taken. While your actions may align with regulatory requirements, player protection is clearly lacking in this case, and our Complaint Resolution Center exists to protect and assist players - not to merely verify regulatory compliance.

Self-exclusion is designed to safeguard vulnerable individuals from further gambling harm. Unfortunately, your policy appears to offer meaningful help only once a player has already lost everything, which is something we cannot overlook or accept.

You mentioned that the player opened a compliance ticket regarding refunds before formally declaring a gambling problem. Even if this is accurate, it does not justify the fact that the player was allowed to lose the remaining balance after disclosing his addiction. Similarly, the claim that the player lost the balance shortly after requesting self-exclusion does not change the core issue: the player sought help, and instead of receiving the protection that a self-exclusion request should trigger, he was effectively allowed - and arguably encouraged - to continue gambling. This represents a fundamental failure of the self-exclusion process.

As we have reiterated our position several times and no compromise has been reached, I have no option but to close this complaint as unresolved.

Dear tirion365,

Thank you for your understanding, and I’m sorry that we were unable to reach a more favorable outcome in this case. Should you experience any issues with this or any other casino in the future, please feel free to contact our Complaint Resolution Center - we are always here to assist. If the casino reconsiders its stance and proposes a more suitable solution, we will reopen the complaint and notify you via email.

Best Regards,

Kubo