Immerion Casino - Player’s withdrawal has been delayed.

I opened an account at this casino. Regular, everything is ok. I said let's try to deposit €10 and see what happens. I deposited without any problems, it took a second for them to take the money from my bank account to the casino account. And so while playing I get a bonus, in the bonus 3 times MAJOR and in total I get €486. At the same moment I exit the game and make a withdrawal and then the nightmare begins. I'm talking about the time from the day before yesterday at 5 pm and to this day they still haven't processed my request. They lie, they flatter, they sell some fairy tales, I mostly wonder if I'll ever see that money. Run away from this casino, there's no profit there.

Dear Jovanoty, 

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 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Natalia

Thank you Natalia for your time and help. Unfortunately, there is still no change regarding the problem I raised. The same people are talking on live chat and I keep reading the same things (justifications), apologies for the inconvenience they caused me.

I'm terribly disappointed as a man, as a woman. I understand everything, but I can't stand this much greed and selfishness. I'm not even worthy of being told, LISTEN, DRISKO, YOU'LL SEE THE MONEY IN A MONTH AND IF YOU'RE BORING YOU WON'T EVEN THEN. End of story, not like this... Horror. They're lucky I can't find them in person.... The thing I hate most in life is not being dragged by someone's nose.

But let's be positive and hope that tomorrow the wallet will be full, and if not, then I'm going to sue.

I totally understand your disappointment, Jovanoty. Though I want to highlight that we allow the casino a full two weeks to handle each payment. I will keep this complaint open, and if there is no progress by the end of that period, we will certainly step in. As you said, let’s remain optimistic, and I hope to receive good news about your withdrawal shortly.

Thank you for your patience in advance, and please keep me updated on any further developments.

Kind regards, Natalia.

Unfortunately, it's not very good for me because last night I received a notification from the IMMERION casino that the withdrawal of money was rejected. Of course, I immediately submitted a withdrawal request again, this time (for the third time) to a different card, or rather, a third. When I asked in the chat why the money transfer was interrupted again, I received an answer that the request for the transfer of money was rejected by the bank. I asked them for proof of this, but as I expected, they replied that they could not provide me with proof of the rejection of the payment to my account. Today I got in touch with agents from Aircash, Revolut and Skrill, asked if they had received any request for the transfer of funds, and you can guess what answer they gave me. There is absolutely no trace, no request for the transfer of money to my account. So the casino does not forward money from its account at all. Which means that they are consciously and intentionally withholding other people's money, not to mention the lies they are feeding us. So I wanted to ask you for advice, Natalia. Should I write to IMMERION casino in the chat that I have contacted the agents from the previously mentioned cards, and that I know that the casino has not submitted any request for a money transfer at all??

What do you think about that???

I look forward to hearing from you and thank you again for any and all help and support you offer.

With many warm regards

Jovana B***

Dear Jovanoty, thank you for updating me. Please specify if you have completed KYC verification or if it hasn't been requested yet?

Did you use the same payment method for your initial withdrawal request as you deposited with?

Is your third withdrawal request now pending, or was it rejected too?

Hello Natalia.

I have to say that I did not do any KYC verification. When I first submitted a withdrawal request and more than 36 hours had passed since then, I started asking on live chat what was going on and what the problem was with the transfer, whether I should do some verification, whether I should send them pictures of documents and cards, to which the agent replied that there was no need for verification. That was the end of it.

I made my first deposit to the casino with the same card I requested the money transfer to. This last request is still being processed, that's what it says when I open the transactions. If you want, I can take a picture and send it to you.

And I said to him, please, should I present them with evidence that I contacted card agents???

Thank you for your time.

Dear Jovanoty, can you please attach the screenshot of your current withdrawal request?

As mentioned before, we give casinos 14 full days to process each withdrawal request. I hope that your withdrawal request will be successful this time, but I will keep your complaint open to monitor the situation. If your request is ultimately declined by the casino, we will intervene.

Kind regards, Natalia.

I have some news to tell you, but unfortunately nothing good.

Namely, they canceled my withdrawal request again and this time they asked me for KYC verification. When I received the email, it's a good thing I didn't have a nervous breakdown, because as I wrote to you in the previous message, I initially asked the casino if verification was required, but the operator firmly claimed that it wasn't. So now my funds are frozen at the casino, I can't do anything with them. I sent everything they asked for, and I asked them to just confirm by email that they received the documentation and that everything was in order. However, I wasn't even worthy of that. No one answered my email, they don't contact me at all on live chat (when I write a message it just says,, read,,) so I kept pestering them with all the emails I got from the casino until one gentleman took pity on me and, I must say, screwed me over very badly. I am attaching the pictures, and if you are interested in anything else or if you need anything else, let me know because I recorded the screen and the entire conversations with them.

Hello Natalia.

Please can you tell me what's going on??? What kind of scam is this Immeron casino?? I've been writing to them for days and no one is answering, what's more I can't get their casino page at all. I'm going to go crazy. What kind of rudeness is that?? And despite everything they still have a high rating with you. Please react and intervene. People shouldn't be scammed anymore, what they're doing is against the law, it's called theft, they're stealing other people's money in public.

Please answer!!! 🙏🙏🙏

Thank you very much for your reply, Jovanoty. Before we proceed, could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Hello Natalia,

I have sent you all communication with the casino to your email.

I hope the issue is resolved as soon as possible and that I finally get my money or that they are sanctioned and punished because this crosses all boundaries of normality and humanity.

Thanks in advance.

Thank you very much, Jovanoty, for your cooperation. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Betovo Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Kind regards, Mr. Pavel

I apologize in advance for my perhaps harsh words, but please understand my resentment and anger, and even disappointment. Namely, in addition to all the injustices I have been experiencing for two weeks, and in addition to the fact that Immerion Casino has been dragging me by the nose and, by God's grace, is not paying me my honestly earned money, now you are asking them for proof that I have broken any rules? And let me ask you, what in God's name could I possibly be breaking that would give them the right not to pay me my money??

Do you know that my emails are not reaching them at all anymore?? They probably blocked my domain. I will send you a screenshot to your email, what I get from Gmail as a response when I send to the support email from Immerion casino. I really don't know what to think anymore. I hope that I will get some help from you, in the worst case if I don't get my money which I already know will happen, at least to lower their rating here on Casino Guru, or so that other players are aware of the scam at Immerion casino.

Thank you for your understanding.

Jovana B*****

Thank you for sharing your feelings, I totally understand. I am asking in all my first messages for casinos to send me the proof if such exists, because often casinos just write that the player has breached something, and do not say what, let alone provide the evidence right away.

I feel that this will not be the case since this casino has been having a lot of problems with players' verifications recently, which have been ending up resolved so far, and I hope that this will be such case as well. I have also received your e-mail with the screenshot, and it is a good question why cannot your e-mail address reach theirs. I hope that the casino will provide explanation for this in their response as well.

Immerion Casino, the player has used [email protected] for contacting the casino is this still the right address or may there be any problem on the technical side?

Dear Jovanoty and Casino Guru,

The player has been successfully verified and can now withdraw his funds.

Respectfully,

Immerion Casino Representative

Thank you!

Jovanoty, please, let us know how the withdrawal goes!

Greeting.

I submitted a request for payment yesterday. I still haven't received anything. Please leave the case open until I receive the money in my account. When that happens, I will contact you immediately.

Thank you for understanding.

Of course, we will keep the complaint open until you receive all your funds!

Mr. Pavel, I can finally tell you that you are free to close the case, I got my money 😊

Thank you so much for all your help and investment in my case.

If any players are interested, my strongest advice is not to invest money in Immerion Casino because they can get scammed😁

Thanks once again to Natalia and to you Pavel

Good luck

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jovanoty,

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,

Pavel