Immerion Casino - Player's account remains active despite requested closure.

I am registered with gamstop for 5 years. So I have been looking for a casino I can use that is easy to use and has a good selection. This is what brought me to Immerion. I noticed quickly that deposit limits do not work. I also couldnt manually close the account. So I lost some money over a little time, which I knew I would, so I contacted customer service and after a couple attempts I got them to close the account. It was later that it become a problem. I had told them I have issues with gambling that their safety measures dont protect. They still later allowed me to gamble again after I talked to customer service. Now I am in the situation where I cant find any way to keep this site out of my life. Its always there cant get rid of it. Even now I told them about this and that I've read stuff about them on this site, they said I would be contacted by email about closing my account and receiving a refund, which I only think the 200 I lost after I told them about my issues and why I need my account permanently closed. I haven't received any email reply, I have received promotional emails and my account is still active, I have not deposited there since I last talked to them about this.

Dear Tatty,

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 share the communication between you and casino support that led to your initial account closure? My email is [email protected]
• Could you please provide a more detailed timeline of events you describe by providing dates of key events?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for the reply. I am in the process of getting the information together correctly and precisely. I had to make a subject access request to get the chat logs for this. Unfortunately I couldn’t just request this in live chat to speed things up. They have since deactivated the possibility of using their in-website support function for me, I just noticed this today, but the account still remains accessible. So I have emailed them about the situation instead and I will email you when I get a response. Thanks again.

Thanks for your email and reply.

Please understand that without evidence you informed the casino about a gambling problem we are unable to assist.

If you have any saved emails in which you admit to the casino about your gambling problems or similar communication, please forward them to my email at [email protected]

I apologize for the inconvenience.

Dear Tatty,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.