Immerion Casino - Player's deposit and bonus are delayed.

After two days they still haven’t honoured my deposit and bonus

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’s credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

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Hey Tomas,

I see you are trying to play the nice guy card. This is no way represented in your live chat. Actually, this is the only interaction outside of that.

So, the issue is not with the payment provider, I have already checked that avenue. It’s been taken out of my paysafe account and stuck at your end. Not only that but this is the third time this has happened. The other two were Skrill payments and they were credited just over a day later. Only after I kept going onto live chat to resolve it. I have had two different answers from you which I have the transcript for. One says you have forwarded the information on to the finance department. The other says happy to say that the finance department approved it and should receive an email soon.

I see you have other complaints about this issue. I have never once had any payments by Skrill or paysafe do this on any other site. It’s not them it’s you.

Dear Moolie and Casino Guru,

Thank you for bringing our attention to this concern. In cooperation with the payment processing company, we have identified the payment in question and confirmed its validity. The funds are now available on the player's game balance. We appreciate the patience in this matter.

Should any other questions arise, please feel free to check in with us!

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 Moolie,

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,

Tomas