The player from Chile had her account closed after she deposited $500 and won a total balance of $980. She made two withdrawal requests of $500 and $480, which remained unpaid. The player was informed by the casino that she had violated the terms and conditions but was not provided with specific details or an email contact for further clarification. After investigation, it was determined that she had interrupted an active game round and resumed it after depositing real money, which breached the casino’s terms by creating an unfair advantage. The complaint was rejected as unjustified, and it was closed due to the player's lack of response to further inquiries from the Complaints Team, who remained available to assist if she chose to resume communication.
Immerion Casino - Player’s account has been closed.
Unjustified complaint
Amount: $980
Immerion Casino
Safety Index 8.5 HighCase summary
Translation
Hello. The casino closed my account. I consider this very unfair because I deposited $500 and played only with cash without using the bonus. While playing, I won some games and my balance rose to $980. I made two withdrawals, one of $500 and another of $480, which were not paid.
I hope you can help me receive my money.
Greetings.
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Hello
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
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,
Attila
Translation- I only played slot machines
- My account was verified, I had even made withdrawals.
- I contacted them via chat and they told me I had violated the casino's terms and conditions and then hung up on me. They didn't give me an email address to ask about the violation of the casino's terms and conditions, or if I was playing only with cash and not with a bonus.
Thank you for your reply. Could you please let me know if the casino has contacted you via email regarding the closure of your account? If so, could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.
Thank you for your patience and cooperation.
Dear Gabyplayed and Casino Guru,
Upon additional investigation, the player's account was closed for violation of the Immerion Terms and Conditions, specifically Bonus Policy:
1.4. It is prohibited to use bonus funds solely for the purpose of advancing through the bonus stages, especially in cases where bonus or cash funds are used exclusively to progress through the bonus stages (for example, collecting 9 out of 10 coins to reach the bonus feature). Then the final stages (such as playing to collect the final coin and reach 10 out of 10 and activate the bonus feature) are completed using cash bets after the bonus funds have been forfeited, lost, or the wagering requirements have been met and converted to cash. All the winnings gained during that play may be considered void.
The player must confirm that they have read and accepted the Terms upon signup, therefore obliging to adhere by them during any gameplay at Immerion. Additional details have been provided to Casino Guru via email.
Respectfully,
Immerion Casino Representative.
Dear Gabyplayed,
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,
Attila
Casino.Guru
We’ve reopened this complaint at the request of Gabyplayed. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Immerion Casino Team, thank you for the clarification and for the evidence provided via email. In order for us to accurately assess this issue, could you kindly highlight the specific game rounds within the game history where the violation occurred? Currently, the large number of game rounds complicates our investigation. If possible, the game history should also display whether bonus rounds or real money funds were used.
Thank you very much for your cooperation.
Dear Attila,
We will send more details in a follow-up email shortly, according to your inquiry.
Respectfully,
Immerion Casino Representative.
Dear Immerion Casino representative,
thank you for your response and for the provided information.
Dear Gabyplayed,
After a review of your case, I would like to share the results of our investigation.
Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.
The available information shows that you interrupted an active game round and returned to it only after crediting your account with real money funds from a new deposit. By doing so, you changed the nature of the ongoing round, allowing winnings originally generated from bonus funds to be credited as real money. This practice, known as delaying a game round, is considered a breach of the casino’s Terms and Conditions, as it creates an unfair advantage.
As a result, we consider the casino’s decision justified.
For future reference, I strongly recommend completing game rounds without interruption, especially when playing with bonus funds. I understand this is not the outcome you were hoping for, but based on the evidence, we are unable to reach a different conclusion.
Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution in this instance. If you encounter any other issues in the future, please don’t hesitate to reach out to our Complaint Resolution Center.
Best regards,
Attila
