Immerion Casino - Player's account remains active despite no response.

I contacted Immerion by email regarding my gambling situation and requested assistance.

Immerion never responded to my email. My account nevertheless remained fully active, and I was still able to make further deposits. After sending the email, I deposited a further €3,920.

I would like Casino Guru to investigate why Immerion did not respond to my request and why my account remained active and allowed further deposits after I had contacted them about my situation.

I can provide the email I sent, as well as evidence of the deposits made afterwards.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Immerion Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you communicated any gambling-related issues to Immerion Casino prior to your deposits?
• Could you please confirm whether you currently still have access to your account?

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,

Attila

Dear Musti3140 and Casino Guru,

Immerion takes issues with responsible gambling with utmost importance. As such, we have thoroughly checked the player's account and their email communication with us.

During this investigation we have not been able to locate any recent email communication to us from the player via either VIP or support email addresses. The latest communication found was dated from 2024 and was in regards to a withdrawal placed with us. We have been able to locate two emails from us to the player, one from March 22, 2025, with a no-deposit bonus offer, and another from earlier today with a VIP deposit bonus offer. Neither were replied to by the player. For transparency purposes, all logs of email communication have been sent to Casino Guru via email.

Due to the player's declaration of gambling issues in this forum, we have now closed their account. There was no balance on the account at the moment of closure. We wish the player the best with their health.

Respectfully,

Immerion Casino Representative.

Thank you for the response.

I would like to clarify the situation because I believe there is an important misunderstanding regarding my communication and the account closure.

I did contact Immerion via email to inform them about my gambling problem. After sending that email, my account remained open and I was still able to make deposits and continue gambling.

The fact that Immerion now says they cannot locate my recent email does not change the fact that I sent the email. I can provide the email and the relevant evidence showing when and where it was sent.

My main concern is that, after I had contacted Immerion regarding my gambling problem, my account was not immediately restricted or closed. Instead, my account remained active and I was able to deposit and lose approximately €4,000 afterwards.

I would therefore like Casino Guru to investigate whether Immerion received my email and, if so, why my account remained fully active afterwards.

Given the circumstances, I would like to ask Casino Guru to consider whether the approximately €4,000 I deposited and lost after contacting Immerion should be refunded.

I also want to clarify the statement that "there was no balance on the account at the moment of closure."

I agree that there was no cash balance at the exact moment the account was closed. However, I had accumulated approximately €400 in weekly cashback, which was scheduled to be credited on Thursday. This cashback had not yet been credited to my cash balance at the time of closure.

Therefore, I would also like Immerion to verify my cashback history and confirm whether the approximately €400 of accumulated weekly cashback will still be paid.

My requested resolution is therefore:

That Casino Guru investigates my responsible-gambling email and the approximately €4,000 I deposited and lost afterwards, and considers whether these losses should be refunded.

That my approximately €400 accumulated weekly cashback is paid to me if I was already entitled to it.

That Immerion provides the relevant account, deposit and cashback records so these points can be verified.

I am willing to provide Casino Guru with the email I sent to Immerion and any screenshots or other evidence I have.

Here I have the letter.

I would also like to clarify that my deposits were not made using cryptocurrency.

I made the deposits using my bank card. The payments were processed through payment intermediaries/payment platforms, but the funds came from my bank card.

I mention this because I believe it is relevant when assessing the circumstances of my case. I was able to make these deposits from Belgium without using a VPN, even after I had contacted Immerion regarding my gambling problem.

I can provide screenshots and transaction records showing the payments and the payment intermediaries used.

I would also like to clarify that the approximately €400 weekly cashback was generated from the deposits and gambling activity that are part of the approximately €4,000 I am asking to have refunded.

Therefore, I do not believe it would be fair for Immerion to both retain the approximately €4,000 in disputed losses and then cancel the approximately €400 cashback that was generated from that activity.

If Immerion agrees to refund the approximately €4,000 as a settlement, I would be willing to consider the matter resolved provided that my account remains permanently closed and the settlement also addresses the cashback issue fairly.

I would ask Casino Guru to take this into consideration when negotiating a possible settlement.

Dear Immerion Casino Team,

Thank you for your response and for the provided evidence.

Dear Musti3140,

Thank you for your response. Could you please forward your self-exclusion request directly to my email? Additionally, could you please confirm what email address have you used to register at Immerion Casino?

You can reach me via email at attila.g@casino.guru.

Thank you in advance for your reply.