Immerion Casino - Player's account has delays and funds are confiscated.

Complaint Title:

Unfair handling by Immerion Casino – account verification delays and failure to freeze account despite gambling problem

Complaint Body:

I am extremely disappointed with the way Immerion Casino has handled my account verification process and customer support.

At the end of May, I attempted to withdraw €1800. The withdrawal was blocked due to a so-called "game provider review," which lasted until June. After that, I submitted all the documents requested for account verification. I contacted support multiple times via email, and I also reached out through live chat dozens of times, but nothing progressed.

During this time, I repeatedly asked for expedited processing. More importantly, I clearly informed the support team multiple times that I am struggling with a gambling problem and asked for my account to be frozen immediately. This request was ignored, even though I warned that I was afraid I would lose my money if the account remained open. Unfortunately, that is exactly what happened — my funds remained locked in the account for nearly two months, and eventually, I lost them.

In my opinion, the delays in verification and the failure to respond to my responsible gambling requests amount to unfair and negligent treatment of a vulnerable player.

The amount in question — €1800 — is significant to me, especially in these circumstances. I kindly ask Immerion Casino to refund this amount and take responsibility for not acting appropriately, even after being made aware of my gambling issue.

I am hoping for a fair and compassionate resolution to this matter.

Can you assist me in resolving this issue?

Dear leevinieminen176,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Immerion Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you unsubscribed from the casino's marketing communication?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/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,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

The account was only blocked after I had already lost all my money. I think this is wrong because I requested the account to be blocked in advance so that I wouldn't end up losing my funds. I had been trying to withdraw my money for almost two months, but the withdrawal took an excruciatingly long time.

I told them several times that I had a gambling problem and asked for my account to be blocked in a timely manner. I also mentioned that the withdrawal had to go ahead because the situation was starting to bother me and I was afraid that I might decide to gamble again. A week passed and nothing happened.

I repeated my request several times: that the withdrawal be processed and that the account be blocked before I lost my money. However, in the end, the account was only blocked after I had already lost everything.

I was told by customer service that the complaint had been approved and that someone would contact me by email, but no one has been in touch.

Dear leevinieminen176,

thank you for your reply.

Have you forwarded the self exclusion email as requested in my previous reply, please? I was unable to locate it.

Could you also forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I have sent them now.

Whether the matter is being handled in the case is most disturbing due to the indifferent attitude towards the game problem.

Hello,

thank you for your reply and email.

What is your current account balance, please?

Have you reported your gambling problem to the live chat support team after noticing your initial communication was not addressed?

Have you sent a specific email requesting a self exclusion, please? If so, kindly forward it to me to katarina.d@casino.guru. Kindly forward it in the email format, not as a screenshot.

Looking forward to your reply,

Katarina

My account balance is now 0 € because I played it all. The problem here is that I requested a block several times via live chat and email, but my requests were not responded to. As soon as my balance was 0 €, the block was immediately put on. I think this is not right.

I spent two months trying to transfer funds to a bank account and at the same time requesting a freeze so that I wouldn't lose everything. However, my requests were not responded to. Instead, they let me lose all my money and only then did they place a freeze.

Furthermore, I think the two-month withdrawal period is far too long for people with gambling problems, and it puts me in an unfair position.

Hello,

thank you for your message.

Could you kindly forward all of your self exclusion emails to katarina.d@casino.guru? Kindly forward them in the email format. Also please include the emails where you mention gambling problem.

Looking forward to your reply,

Katarina

I have asked several times in live chat

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) 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.

Hello leevinieminen176, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Immerion Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation surrounding the withdrawal? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Mary87 and Casino Guru,

We have relayed all the information to our KYC Department.

Please be assured that your request is under review and will be addressed at the earliest opportunity.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

Immerion Casino Representative

I would like to thank the Immerion Casino Representative for helping us to push this issue forward! Please, let us know as soon as the KYC is done, or if there are any further issues we can help to clear.

The issue wasn’t the KYC process itself, but the fact that I wasn’t taken seriously. I requested a self-exclusion and a swift processing of my withdrawal. It took two months to handle the KYC, and my gaming account wasn’t locked until I had already lost all my money.

Dear Leevinieminen176 and Casino Guru,

On June 23, 2025, the player sent us a letter.

On June 24, 2025, he received a response requesting selfies.

The player did not reply to this request and subsequently closed his account after depleting all his funds.

Respectfully,

Immerion Casino Representative

Dear Immerion Casino, thank you for the update. To avoid any issues in the future, can you confirm the account has been marked as "gambling addict, never reopen" or similarly, that the player will not be able to reopen this account or register a new one with his credentials, and that any and all marketing communication will cease?

After your confirmation - unless the player responds within this thread with further issues - I will reject the case, as there is not much else to do.

still believe that the casino has deliberately delayed the processing of my withdrawal and has not closed my account, despite my request to do so due to a gambling problem.

I first submitted a copy of my ID on 5 June 2025, and at that time, I was not asked to provide a selfie. I submitted the documents again on 9 June, and on 10 June I received a reply stating that the documents were under review.

On 15 June and 18 June, I sent messages asking why the KYC process was taking so long. After that, I requested account closure and faster processing via live chat. Once the funds had been lost, I received an email stating that I should now send a selfie holding my ID.

In my view, the KYC process has taken an unreasonably long time. I first submitted my ID on 5 June, and even before that, my withdrawal had been on hold for 2–3 weeks due to a review by a game provider.

Dear leevinieminen176, thank you for the additional details sent here and to me personally. We now know that at the time your issues has started and you lodged this complaint, Immerion casino has been delaying withdrawals and KYC verification processes, which is the reason they no longer have high safety index and have lost their Casino Guru Fair Badge. Unfortunately, since you gambled your balance before it was withdrawn, there is not much we can do about it now.

With this being said, let's focus on the self-exclusion part. Can you please confirm when did you send them the first request, whether it was acknowledged by an automated message providing the ticket number, and when were you requesting updates on the process? You can send me all the e-mails and/or screenshots on my e-mail at matej.l@casino.guru, so I can establish a timeline and add this to the evidence related to this case.

EDIT: Please, also let me know whether you have deposited any money since the self-exclusion request. Thank you.

Can't you get your money back?

Unfortunately, once the withdrawal is cancelled and the balance used for gambling and subsequently is lost, I am unable to request it back. The main issue with this complaint is that you have started your self-exclusion process during the KYC verification for withdrawal, so I need as much information as possible, to determine what amount (if any) should be refunded.

Please, forward me all the e-mails you have sent to the casino asking for self-exclusion, as well as any screenshots with live chat if possible. My address is matej.l@casino.guru then I can determine a simple timeline and come back with the final thoughts. Thank you.

I don't have a screenshot of when I requested a block in live chat, but it was before I was asked for a selfie with my ID. I requested a block several times via live chat. After the money was already gone, I got a message that I should send a selfie. I think this was way too slow of a response, as I had mentioned many times in live chat that I was afraid of gambling.

Dear leevinieminen176, if you don't have any proof, I am afraid there is not much to do.

I have now double-checked everything you have sent me, but I was unable to locate the self-exclusion request in any of your mailing communication with the casino. If you have went to the "Responsible gambling" page of the casino, or spoken to the live chat, you would be advised to send an official e-mail to the casino's support, from the e-mail address you have used to create your account.

Unless I have missed it within the e-mails you have sent me, or you have not sent me the message yet, please let me know, otherwise I will have to reject this case. Since you have gambled away the winnings during the prolonged KYC procedure, and we have no proof you have requested self-exclusion or mentioned gambling addiction to the correct people, I have no leverage for further mediation. Thank you.

Can't you ask the casino for pictures of what was requested in live chat?

Dear leevinieminen176, even if you requested self-exclusion via live chat, that is not something an agent can do. To have such request processed, every casino needs to receive self-exclusion message via e-mail used to register the account. This is to protect the players, as many of your friends and family knows your full name, e-mail address and a phone number, and could get your account deleted (as a prank or out of spite). Anyone could talk to the casino live chat, provide these basic details and get your account excluded, if it was possible.

So unless you can forward me the self-exclusion e-mails you have sent to the casino, or ticket IDs received via automated system, I have no other choice but to reject this case, since you have gambled away the funds.

Dear leevinieminen176,

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,
Matej
Casino.Guru