The player from Germany faced issues withdrawing €1,000 from the casino after a month of waiting. His previous challenges with verification and withdrawals had been resolved, but his latest withdrawal was blocked due to a pending review of previous bets for fairness. The situation was resolved after the player successfully received all outstanding amounts in his account, including a final payment of €150. The Complaints Team marked the case as resolved, confirming that the player had received his funds.
Immerion Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,006
Immerion Casino
Safety Index:Below averageCase summary
Discussion
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3 months ago
Translation
Beautiful good day,
I already had problems with verification and withdrawals in this casino where several thousand euros were at stake.
This problem was resolved by you here on the site. After a long time, I thought I could play on the site again, since the withdrawals were finally working after more than six months.
Now I've won again and have €1,000 in my account. I wanted to withdraw, but apparently the bank rejected it.
After another attempt, my withdrawal was blocked and I received the following error message:
Payment not possible
Your previous bets will be reviewed for fairness by the gaming or sportsbook provider. You can make withdrawals again once the review is complete.
Can you help me with this problem too?
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3 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 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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3 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
- When exactly did you win the 1000€?
- Did you accumulate these winnings with or without a bonus?
- Have you contacted customer support to ask how long the gameplay investigation would take?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 months ago
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Won the money on slot machines.
At the beginning it was a little less money because of the delayed payout, I kept playing, then it was more again and finally 1000€.
The whole thing was without a bonus.
Yes, I've contacted customer service several times, and they repeatedly told me it should take 24 hours. Unfortunately, there's been no change in two weeks.
My last withdrawal attempt before this message came was on September 21st.
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2 months ago
Before we proceed with the investigation of your issue, kindly forward me all the communication between you and the casino regarding the gameplay investigation at [email protected]. Kindly include all the other evidence that could be helpful for the investigation of your case as well. I appreciate your cooperation and patience.
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2 months ago
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I didn't record any communication. How am I supposed to prove that now?
I can gladly repeat the chat
Visit the conversation and explain your request. However, I will then only see the current conversation.
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2 months ago
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I found an old chat history and sent it to them.
I hope that's enough?
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2 months ago
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Something has actually happened after several weeks. The check is now complete.
I have now transferred the first €850 from the player account.
Please leave the case open until all the money has been received.
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2 months ago
Thank you for the email and for keeping me updated. I am glad to hear that the casino has completed the check. Could you kindly share with me a screenshot of your transaction history, showing the pending withdrawal requests?
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2 months ago
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I sent it to them. Previously, €1000 could be paid out in one transaction, now only €750.
I can only transfer the remaining amount once the current transfer has gone through.
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2 months ago
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The withdrawal was cancelled again because it supposedly doesn't work with my card. I believe I received my money directly via credit card back then...
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2 months ago
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I also tried a bank account. The connection was also terminated there…
How am I supposed to transfer money from my player account to my own if the methods via credit card and bank transfer supposedly don't work?
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2 months ago
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I've now made another transfer to a credit card.
This time it's NOT my main account, but my second account that I own.
If this doesn't work either, I don't know what else to do... There are only 4 withdrawal methods available, 2 of which I don't have.
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2 months ago
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The first €850 have now arrived in my Revolut account.
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2 months ago
I'm glad to hear that it is possible to withdraw your money through Revolut. Have you requested any additional withdrawals in the meantime? If so, kindly specify how many pending withdrawal requests are currently in your account. Thank you for your patience and cooperation.
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2 months ago
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A further payment of €150 is still pending.
Then I withdrew the €1000.
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2 months ago
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Just received the last of the money.
All outstanding amounts are now in my account.
Thank you very much. Before I opened this thread, nothing happened for weeks.
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2 months ago
Dear Smokezilla89,
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,
Veronika Fritz
Casino.Guru
