The player from Spain faces issues with Immerion Casino after experiencing gambling relapses. She cannot access help through the app or browsers due to being blocked, and despite requesting no-deposit bonuses, she finds the terms unfavorable. She has email documentation of her gambling problem but lacks complete records of prior conversations for support.
Immerion Casino - Player’s gambling problem relapses.
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Waiting for Casino Guru to reply
5d 8h 46m 33s
Immerion Casino
Safety Index 8.5 HighCase summary
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3 days ago
Translation
Good evening. I've relapsed into gambling. I had a previous problem with Mafia Casino and they didn't respond. So I started playing at Immerion Casino. Every time I lost, I asked for a no-deposit bonus, but they never helped me. Sometimes they'd give me one in IMR, but of course, you have to withdraw it in crypto, and you lose about half, and the withdrawal limits are very low. They always tell me they'll email me, but nobody helps. I can't access the chat from my phone; they've blocked me from the app and all browsers, but I can from another phone. I can't access the conversations I had on this phone where I asked for help because I had a gambling problem. The only email I can show that mentions my gambling problem is from just three days ago, but it happened many more times. The chat screenshots are from June 17th, but they'll have to prove that because I only have those screenshots.
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2 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 days ago
Dear Rakeloviedo,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
I have read the casino's Responsible Gaming page and this is what I have found:
7. Self-Exclusion
If you feel that you may be becoming dependent on gambling, you should consider permanently excluding yourself from all gambling environments. If you take the decision that you no longer want to play at immerion3.com, you can permanently block your access by contacting our Customer Service team by emailing support@immerion3.com. If you wish to self-exclude yourself for a set period, you can do this by contacting our support by emailing support@immerion3.com.
So in order to request a self-exclusion is through email support. You mentioned that the only email that you can show that mentions a gambling problem is the one sent on June 27.
- Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
- Do you still have access to your account?
- Please send forward all your account closure requests along with the casino's replies to jean.s@casino.guru. Please forward me the complete email threads containing your communication with the casino's customer support. Please do not send screenshots, but the original, uncropped email messages instead.
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Jean
