The player from Malta's account was locked after depositing 20 EUR via Revolut, and he was unable to reset his password. He also reported that customer service was not responding to his inquiries. The Complaints Team attempted to gather more information from him, but due to a lack of response, the investigation could not proceed. Consequently, the complaint was closed at that time, with the option for the player to reopen it in the future if he chose to resume communication.
Immerion Casino - Player's account is locked.
Closed
Our verdict
Player stopped responding
Amount: €20
Immerion Casino
Safety Index:Below averageCase summary
Discussion
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10 months ago
After depositing 20EUR via Revolut, my account has been locked. I am unable to reset my password. Customer Service not replying.
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10 months ago
Dear leonardgotbrink1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
To better understand and address the issue you are facing with the casino, could you please provide answers to the following questions:
- What error message do you receive when trying to reset your password?
- Have you attempted to contact customer service through different channels (e.g., email, live chat, phone) and if so, what response did you receive? You can forward it to petronela.k@casino.guru.
- Was there any communication from the casino regarding your account being locked?
- Have you made any additional deposits or withdrawals prior to your account being locked?
Your cooperation in providing these details will help us investigate and work towards a resolution.
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
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10 months ago
Dear leonardgotbrink1,
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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9 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,
Petronela
Casino.Guru
