The player from Germany faced a significant delay in withdrawing approximately €800 from Immerion Casino, which he had requested three weeks prior. Despite having met all wagering conditions and submitting inquiries to customer service, he only received uninformative responses, leaving him frustrated about the payout status. The Complaints Team was unable to proceed with further investigation or provide potential solutions due to the lack of response from the player, resulting in the temporary closure of the complaint. The player retained the option to reopen the complaint in the future for further assistance.
Immerion Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €5,000
Immerion Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
1 month ago
Translation
Complaint regarding outstanding payout at Immerion Casino
Ladies and Gentlemen
I hereby file a complaint against Immerion Casino.
I deposited around €800 there and placed only sports bets. No bonus was used at any time, and all the required wagering conditions were fully met. Nevertheless, my withdrawal has not been processed for quite some time.
My inquiries with customer service only receive standardized, uninformative answers. Each time, I'm simply told that the matter is "being processed" and that I should be patient. I receive no concrete information about the actual status or the expected duration. Even in the live chat, I only receive copy-pasted responses.
The payout is now significantly delayed, far longer than is typical for regular verification processes. In my opinion, the casino is not meeting its own standards regarding processing times and transparency.
I therefore request that this case be reviewed and that I receive assistance in clarifying the facts. My goal is to ensure the proper processing of the payment and to guarantee that the provider is acting in accordance with its own terms and conditions.
The provider is classified as trustworthy on your site with a rating above 7.0, specifically 7.4.
I was counting on that and sincerely hope that they will help me get my money quickly.
Thank you very much
Automatic translation:
Public
Public
1 month 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.
Public
Public
1 month ago
Dear Schalker040404,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Immerion Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit, please?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
Public
Public
1 month ago
Dear Schalker040404 and Casino Guru,
Thank you for bringing player's concern to our attention. Upon inquiry, we can see that the player was selected for the standard KYC process. Unfortunately, before completing it, the player elected to use their funds during normal gameplay and then closed their account at Immerion. Unfortunately, due to this, we are no longer able to process their verification request.
Respectfully,
Immerion Casino Representative.
Public
Public
1 month ago
Dear Schalker040404,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
