The player from Spain faced issues with Immerion Casino after experiencing gambling relapses. She could not access help through the app or browsers due to being blocked, and despite requesting no-deposit bonuses, she found the terms unfavorable. She had email documentation of her gambling problem but lacked complete records of prior conversations for support. We reviewed the evidence and concluded that the casino’s self-exclusion process was not as clear as it should have been, but the available records did not prove that a valid gambling-addiction self-exclusion had been received before 27 June. The earlier emails were treated as standard closure requests, so we could not establish that the casino had failed to honor a valid responsible-gambling request, and the complaint was closed as rejected.
Immerion Casino - Player’s gambling problem relapses.
Other
Amount: €2,000
Immerion Casino
Safety Index 8.5 HighCase summary
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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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
TranslationThank you so much for your reply. The email address is the same one I have here, and it's also the one I use as my username to log in. When I told them yesterday that I had filed a complaint here, they closed my account. The only thing I have are chat screenshots from June 17th and the email from four days ago. I'm attaching the screenshots now, showing my deposits from June 17th, which total around two thousand eight hundred euros. While waiting for a response, I'll send everything to the email address you gave me. Thank you so much for everything.
Dear Rakeloviedo and Casino Guru,
Upon inquiry into the player's account, we have received an email from the player stating that they are suffering from gambling-related issues on June 27th. Since it was sent on a weekend during limited availability, the team has processed the email within 24 business hours.
At that time, the player had remaining balance on their account, which prevents account closure. The player was advised to use or withdraw the remaining balance and a deposit limit was set to zero, to prevent player from depositing any further funds. Upon the balance reaching zero, the account was permanently closed, in line with our responsible gambling rules.
Unfortunately, Immerion has not received any email communications from the player prior to June 27th, indicating their addiction, thus we were not able to act on this earlier. Currently, the player's account remains permanently blocked.
Additional information has been provided to Casino Guru via email.
Respectfully,
Immerion Casino Representative.
TranslationThat's not true. When I was asked to spend my balance, it was via chat, as shown in the screenshots I sent. Let them send you the chat transcript with the date. I spent the balance, they closed the account, and shortly after, it reopened. In those chat conversations, I repeatedly explained my problem with the game.
TranslationRegarding the deposit limit, I've already seen in another complaint from other people who had the same experience: I set the limit myself, but as soon as I set it, I remove it immediately, so they have no self-control whatsoever for responsible gambling.
TranslationI emailed the transcript of the chat I had saved, along with the screenshots from the 17th. I also found two emails I sent on the 22nd and 23rd requesting that I permanently close my account and stop receiving promotional emails. I will be waiting for a response. Thank you very much.
TranslationThe only email regarding self-exclusion was that day because in the option they have to reduce deposit amount and/or self-exclusion in your client area, I specified that it was due to gambling problems and clicking accept sends you to finish the process in the chat
TranslationThat's what appears for self-exclusion, and I had it in screenshots too. Clicking on it takes you to the chat.
TranslationDon't you think that if it were true they set my deposit limit to €0 to prevent me from depositing... there wouldn't be any subsequent deposits??? It's unbelievable
TranslationYour response time is about to expire and I haven't heard anything.
TranslationI'm having a really hard time and I haven't received any response from you. I simply asked from the beginning to send you the chat transcripts, as I've seen in other complaints about many casinos that you request them. These transcripts clearly show the dates and how they've manipulated all the information with the only response they've given here so far.
-The money they had to spend to close the account, as I sent in a screenshot, was on June 17th, not the 29th as they say.
-I'm the one trying to set a deposit limit, and when I see that I can change it instantly, I go into the chat and ask what kind of self-control tool it is that I can change whenever I want, and their response via chat is that I can indeed change it whenever I want
-that during many chat conversations I mention my problem with the game, to which they always say that I will receive news by email
I'm just asking that they please show the chats and stop lying. Admit they didn't do things right, that's all, but stop lying.
Waiting for a response. Thank you.
TranslationAnd if, as they say, they have truly provided more information via email, I hope it's the right information. I have no problem admitting that in many of those conversations I ask for bonuses, I ask for help, I ask them to help me with my significant losses; I have no problem admitting that, but they need to send everything.
Dear Immerion Casino,
Thank you for your cooperation and for the information provided so far.
The player has stated that the self-exclusion option available within the casino account does not allow them to complete the request directly. According to the player, selecting the self-exclusion option redirects them to the live chat, where they discussed their gambling problem with your support agents on multiple occasions.
Could you please clarify how this feature functions? Specifically, we would appreciate it if you could explain whether the self-exclusion option indeed redirects players to live chat, what the expected procedure is after being redirected, and how responsible gambling requests communicated through live chat are handled by your support team.
Thank you in advance for your cooperation.
Dear Rakeloviedo,
Could you please provide more details if you have ever used the auto-exclusion in your casino's account: the date, and what happened afterwards? Thank you in advance.
TranslationGood morning and thank you so much for your help. Since a week had passed, I thought you had already spoken with them. As I mentioned, I only had a chat transcript that I had saved and some screenshots because I knew what was going to happen. I tried to self-exclude using their method many times, but it always redirects me to the chat. That's why I said that for me, the most important thing would be for you to send them the entire transcript and anything else necessary. If that self-exclusion is recorded—which I don't know—I'm referring to the dates that would appear, and I always indicate that I have a problem with the game. But one of the times was definitely on June 17th, when, after being redirected to the chat and asking them to close my account, they told me to spend my balance. I replied that I had already spent it, and shortly after, they closed my account and reopened it a few days later. Thank you very much, and I hope this gets resolved as soon as possible.
TranslationJean, I've also sent you everything I've found on the subject by email. If you need me to send it again, just let me know, but this is what I have.
Dear Jean,
Additional details have been provided via email.
Respectfully,
Immerion Casino Representative.
TranslationGood morning. I would appreciate it if Casinoguru could keep me updated, as it seems the casino responds quickly. I've re-emailed the chat transcript I have, and it's more than enough proof since it's from June 17th. It's not a screenshot; it's the exact transcript I received. Thank you.
Dear Immerion Casino Representative,
Thank you for the additional information provided.
After reviewing the player's evidence, we would appreciate your clarification regarding the events surrounding the player's responsible gambling request on June 17.
According to the information available to us, the player:
- initiated the self-exclusion process through the casino's responsible gambling/self-exclusion feature;
- selected the reason indicating "I feel like I'm gambling addicted" and confirmed the warning acknowledging the consequences of self-exclusion;
- was then redirected to the live chat, where they again informed your support agent that they had a gambling problem;
- subsequently had the account closed, as the player also referenced in their communication on June 23.
If this sequence is accurate, could you please clarify why the player's account was reopened after it had already been closed following a responsible gambling request?
Additionally, we would appreciate it if you could provide the complete email communication after June 17 and any internal records related to the player's self-exclusion request, including the reason selected through the responsible gambling tool and the actions taken by your team afterward.
Understanding why an account that had reportedly been closed following a gambling addiction disclosure became active again is an important aspect of our assessment.
Thank you in advance for your cooperation.
TranslationThey say I didn't request any self-exclusion until the 27th, so we're already off to a bad start...
TranslationI've tried contacting them by email to resolve this amicably, but honestly. I've already told them everything I sent you, and it fully supports my version of events. Is this going to drag on forever? I also want to file a complaint. In the case of Immerion, the operator appears as Goodwin NV, licensed in Curaçao OGL/2024/758/0228.
Is this where I should complain? All of this has caused me to relapse into my illness and I can't take it anymore.
Dear Jean,
The information available to us indicates that the player has not sent any email communication to Immerion with their gambling addiction declaration, which is needed to exlude the account permanently. Indeed, self-exclusion tool will redirect the player to support in case they do not just need a temporary exclusion, as this tool is not a replacement for permanent account closure.
If the player contacts us via email after the redirect, the closure is processed immediately. If the player has contacted live chat staff, they are advised to send us the email as soon as possible, based on the Responsible Gambling policy noted earlier:
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.
If the player has sent us an email on Jule 17th, we kindly ask them to attach a copy of it to this thread for further investigation as we do not have a record of one.
We will provide additional information via email, as per your request.
Respectfully,
Immerion Casino Representative.
An exampleDear Rakeloviedo and Casino Guru,
We wish to note that, unfortunately, this email does not contain information about the player's gambling-related problems and is treated as a standard closure request. The player has later canceled their closure request via email on June 24th. Since gambling addiction was not mentioned in the email, this cancelation was accepted by the support team, as per our normal procedure.
Respectfully,
Immerion Casino Representative.
TranslationLook, I think that's enough. I said it in chat on the 17th, when I sent the transcript. Responsible gaming is the same whether you're in chat or email; you take action, period. I wasn't sending emails because they simply never replied. But I have many instances where I mentioned my problem, so don't try to justify something they didn't do right. I have plenty of screenshots. See how the money spent on the 17th?
TranslationI'm not going to argue the same thing with them over and over again. I've read a lot, and they always give the same arguments. If they're going to offer a solution, let them offer it now, and if not, I'll find a solution with the relevant licensees. I'm not going to spend week after week waiting to read more of the same. I've sent proof; that's all there is to it. If they want to resolve it, great, and if not, they can close the complaint as unresolved, but I'm not going to give up on this.
TranslationSo I ask Jean to please try to end this as soon as possible. Thank you.
TranslationOh, I almost forgot. Who says that self-exclusion by email is an absolute requirement? Because responsible gambling doesn't say that. That's what you all are saying.
TranslationThe requirement will be where a sick and desperate person receives a response. Best regards.
TranslationIf the website itself has a self-exclusion button that allows you to select "I have a problem with the game" and then directs you to the chat, it's reasonable for a player to think that's also a valid channel to ask for help.
In the chat I made my message very clear: you had a problem with the game and you wanted it closed immediately and without reopening.
If the chat agent did not clearly tell me at that time, "For self-exclusion to be valid, you must send us an email to this address," the casino did not handle your request properly.
In fact, in the chat they always said that the closure of my account was being processed and that I would receive news, which never arrived.
I can no longer argue my position; I believe I have already contributed enough. I don't want my time wasted. I ask CasinoGuru to comment on this and resolve the issue. Thank you.
Dear Rakeloviedo and Casino Guru,
We wish to note that the player's latest message states:
If the chat agent did not clearly tell me at that time, "For self-exclusion to be valid, you must send us an email to this address," the casino did not handle your request properly.
We wish to note that this was the exact message provided by the live chat agent in the chat in question, which the player provided the transcript of to Casino Guru, we believe. For convenience, we attach the relevant part here.
Respectfully,
Immerion Casino Representative.
TranslationThat's so funny, that was definitely the last message. On the 27th. They never said anything before. And it was precisely the day I said I had filed a complaint here.
TranslationI'm correcting myself further. This message was on the 29th, when I sent the email on the 27th, and you stated here that you closed the account within 24 business hours. It's clear you closed it when I last entered the chat and was blocked; that's when you closed the account.
TranslationAs I said, you keep going around in circles, and I'm not going to argue what I've already proven. If they want to fix it, great, and if not, I'm going to take further action.
Translation
I've attached a screenshot that clearly states to contact me via chat or email. I believe this provides sufficient information.
Dear Rakeloviedo and Casino Guru,
In regards to the player's latest post, we wish to point the player to our Responsible Gambling policy, available at https://immerion4.com/main-info/gaming-policy. It indicates the requirements to close the account via gambling addiction declaration:
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 immerion4.com, you can permanently block your access by contacting our Customer Service team by emailing support@immerion4.com. If you wish to self-exclude yourself for a set period, you can do this by contacting our support by emailing support@immerion4.com.
Respectfully,
Immerion Casino Representative.
TranslationHow shameless. If you think I'm going to stand idly by and not help my colleagues with problems, you're sorely mistaken. The more lies you tell, the more it helps me keep going.
TranslationLet's see. The self-exclusion tools you provide are useless. The deposit limit can be changed instantly, and the self-exclusion button, even when you mention a gambling problem, redirects you to the chat. In your responsible gambling policy, you're supposed to send an email to self-exclude, but in the same responsible gambling section, it mentions what I've already mentioned: tools for setting limits that can be used via chat or email. As you can see, it's all very confusing and not helpful for someone with a problem. I don't want to keep arguing about this over and over again. I'm simply asking CasinoGuru to give their opinion on this matter, and as I said, if we don't reach an agreement and a solution, I will escalate the issue as appropriate. Thank you.
Dear Rakeloviedo,
It appears that both parties have now presented all of the information and evidence available. After carefully reviewing the complaint, the correspondence, and the documentation provided by both you and the casino, we have reached our final conclusion.
We acknowledge that the casino's responsible gambling process may not have been as clear or intuitive as it could have been. Since the self-exclusion option redirected players to the live chat, it is understandable that you believed informing the support agent about your gambling problem would be sufficient to initiate a permanent self-exclusion.
However, the casino's Responsible Gambling Policy explicitly states that permanent self-exclusion requests due to gambling addiction must be submitted via email to the designated support address. While you maintain that you had previously informed the casino about your gambling problem through live chat, we have not received sufficient evidence demonstrating that the casino accepted or processed a responsible gambling request before your email of June 27.
The emails submitted prior to June 27 requested account closure but did not explicitly mention gambling addiction. As a result, the casino treated them as standard account closure requests, which can generally be reversed at the player's request. Based on the available evidence, we cannot conclude that the casino failed to honor a valid self-exclusion request made in accordance with its established procedure before June 27.
Regarding your request for a refund of losses, refunds in responsible gambling cases are generally only considered when there is clear evidence that the casino failed to act after receiving a valid gambling addiction disclosure or failed to comply with its responsible gambling obligations. Based on the evidence available to us, we cannot establish that such a failure occurred.
For these reasons, we are unable to conclude that the casino acted unfairly or that there are sufficient grounds to recommend a refund of your losses. Consequently, this complaint will be closed as rejected.
We appreciate the time and effort you invested in presenting your case. We also sincerely encourage you to continue seeking support for your gambling addiction. Protecting your wellbeing is far more important than any individual gambling dispute, and we hope you are able to access the assistance you need.
Best regards,
Jean
