The player from Switzerland had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player had faced difficulties with account verification and expressed concerns about potential delays in processing the withdrawal. After intervention by the Complaints Team, the player confirmed receipt of the winnings. The issue had been marked as resolved in the system.
Immerion Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: $800
Immerion Casino
Safety Index:Below averageCase summary
Discussion
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6 months ago
They keep rejecting cashouts multiple times, claiming there are issues with the provider — which is obviously just a sad and disgusting excuse to delay payments.
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6 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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6 months 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, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
Translation
I can't verify my account because there's no verification tab on the website. My guess is that the casino will reject my withdrawal several more times and then ask for verification at some point, and then they'll delay the verification even further. It's just insane how every dirty casino gets a license.
Automatic translation:
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6 months ago
Dear Immerion Casino, thank you for the information provided.
Dear player, could you please confirm whether you have now received your withdrawal and if everything is in order on your side? Let us know if the issue has been fully resolved or if you still require any assistance.
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6 months ago
TranslationYes, I received it, but of course I still wouldn't recommend anyone to play on this website because they lie like crazy.
Automatic translation:
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6 months ago
Dear player,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
