Immerion Casino - Player's cashback is delayed.

The casino doesn't want to give me the cashback and they make excuses, when it's automatic and other times I said it and in 5 minutes I had it, now it's been 10 hours and nobody does anything

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify the last time you received a cashback bonus from this casino?
• Could you kindly send me a link to the cashback bonus you are referring to?
• Have you made sure that you fulfilled all the necessary requirements to receive the cashback bonus?
• Have you contacted the casino’s customer support to ask why the cashback bonus has not been credited to you?

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

Best regards

Veronika

Thank you very much, I attach everything related to cashback, I have received it two more times automatically and everything was great and they gave me free spins, but yesterday it changed completely, I don't understand why and I deposited €700 that I lost, not one withdrawal and today I should have the cashback for that, apart from that on Thursdays they give an extra 10% of the whole week for being subscribed to their Telegram channel like I am

Dear Juan2287 and Casino Guru,

The player has contacted us earlier today regarding their concern and a ticket was created within the system to re-calculate the available cashback. The player did not agree to await conclusion of recalculation before raising the complaint, regretfully, which may take a few hours.

The relevant department recalculated the cashback available for player recently and it is currently available for the player to claim in the amount of 67.76 EUR. If the error persists in the future, we urge the player to await the conclusion of our investigation, which is usually likely to locate and eliminate the error.

Respectfully,

Immerion Casino Representative.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Juan2287,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika