Immerion Casino - Player’s withdrawal has been cancelled.

Hello,

In order to explain my problem with Immerion Casino I will paste my e-mail which I sent them 3 days ago. I have also uploaded the transcripts of 2 chats with the casino representative.

"Hi,

I have a huge problem and I really hope that it will be resolved as soon as possible, I mean that it needs to be resolved maximum tomorrow. I had few pending withdrawals and I made 2 big deposits on the sum of 5 500 PLN which is around 1 300 EUR with a bonus then. One was even offered by your agent via live chat. So I got some nice winnings using one of these bonuses but after that few of my pending withdrawals got cancelled and now I can't use this bonus when I still have some wager to do.

I really hope that this problem will be resolved almost immediately. I really would like to avoid writing complaints on casino.guru (username Mixer) and xxxxx (username xxxxx). I will be not waiting long because I have very bad experience from the past at your casino. You can check these cases below. By the way processing withdrawals has been much better at your casino lately.

https://casino.guru/complaints/immerion-casino-player-s-withdrawal-has-been-delayed-17

xxxxx

Tomorrow I will write these complaints if my problem will be not resolved. I can't take a risk that it will be looking like last time when you have been ignoring me for months.

I am looking forward to hearing from you.

Kind regards,

Jakub *****"

PS. I have given them 3 more days but the problem still hasn't been resolved and no time frame has been provided. For all of this time I have reported it few times but I have been receiving only this information "Thank you for your patience! We've received your request and are working on it. We'll let you know as soon as we have an update. We appreciate your patience!"

As you can see I wanted to avoid publishing this complaint but this bonus will expire on 12.04 (only 6 days left) so I couldn't take a risk anymore that my bonus or real balance will be cancelled.

I have already mentioned in my correspondence with the casino that I react such fast this time because of being ignored for few months when I had different problem with this casino in the past. Only after I have reported it, the problem has been solved. Another reason why I react such fast is the fact that my bonus will expire on 12.04 so I need to have a time to try to meet the wagering requirements before that happens. 

As already has been mentioned in this correspondence, when I made these 2 deposits on the sum of 5 500 PLN (around 1 300 EUR) and got the bonuses, my real balance was 0. My current bonus balance is 16 878 PLN what is around 3 946 EUR. In the meantime my pending withdrawals on the sum of 7 200 PLN (around 1683 EUR) has been cancelled and returned to the real balance and now I would need to lose this 7 200 PLN to be able to play for a bonus money again. I can't reuqest the withdrawal of the funds from my real balance because all of my bonus balance would be cancelled then.

I will be very grateful for a help in this case.

Regards,

Jakub

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.

Dear Mixer,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that you currently don't have any pending withdrawal requests?
• Do you see any notification or pop-up message when you try to request a withdrawal? Can you post a screenshot here?
• Is your casino account balance divided into real and bonus money?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina,

I don't have any pending withdrawal now.

Yes, my balance is divided into real and bonus money.

I am not able to withdraw my real money without cancelling the bonus money now. I am sending you 2 screenshots where you will clearly see how it looks like.

I would be grateful for a quick help because this bonus will expire in 4 days.

Regards,

Jakub

Dear Mixer and Casino Guru,

The player has made several withdrawal requests on April 2nd. Unfortunately, when making the requests, the player has violated the Withdrawal Terms by usage of an automated tool, which is prohibited by the Terms. As such, excess requests have been terminated and the funds returned to the account, while legitimate withdrawal requests have been processed as expected fully.

The player's account remains open and they may choose to proceed with their withdrawals if they wish, subject to applicable Terms. Relevant additional information has been provided to Casino Guru via email.

Respectfully,

Immerion Casino Representative.

Dear Immerion Casino and Casino Guru,

But I have been able to submit these withdrawals. My deposit was made when my balance was 0. I would be grateful for a help in this situation.

Regards,

Jakub

Any chance for a help? My bonus will expire in 2 days. I will remind you that I have 7 200 PLN in my real balance and 16 456 PLN in my bonus balance,

Regards,

Jakub

As much as possible I had to solve this issue by myself. In order to be able to play for the funds from the bonus balance, I had to lose the funds from my real money balance first so I decided to play slots and collect bonus rounds until my real balance dropped to 0. After I wagered the bonus money which got converted into real money I opened these collected bonus rounds. It was only one possibility to save some money in this situation.

I am a bit disappointed. In my opinion, it is not my fault that my pending withdrawals got cancelled after I have been able to submit them.

You can close this complaint.

Regards,

Jakub

I understand your disappointment, and I will now close this complaint in accordance with your request. While we are sorry that we could not offer more assistance in this particular case, we fully respect your decision.

Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else, our team is ready to assist.

If you change your mind or feel you need our support, we will be here to help.