Immerion Casino - Player’s withdrawal has been delayed.

Good morning ,

I've been waiting for withdrawals from Immerion since May 2nd. I contacted the live chat, who told me to contact the finance department by email, but I haven't received any response from them in four days.

It bothers me to file a complaint because I play a lot and I love Immerion, but it's been over 12 days without processing a withdrawal, especially since they were only paying out $500 withdrawals per day on weekdays. So now, if I also have to wait more than two weeks for each $500 withdrawal, I'm screwed. It would take me over a year to withdraw my entire balance. Very disappointed in them.

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Dear FiLouYe,

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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear FiLouYe,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good morning,

My account has been well verified for several months until that moment I had not had any problems withdrawing. But no nothing, I have sent several emails to the financial department for 7 days I have never had an answer.

Dear FiLouYe and Casino Guru,

Upon additional investigation, we can confirm that the player has placed their funds for withdrawal on May 2nd. As a part of anti-fraud measures, an automated inquiry may be made with relevant parties during the processing of withdrawals. Upon one of those requests, a provider has flagged the player license-wide due to potentially suspicious activity. This has triggered a provider check, which temporarily freezes withdrawals while the provider checks the player's activity to verify no foul play.

Unfortunately, due to a technical error, a message for this action was not displayed correctly for the player, which did not provide a reasoning to the player, for which we deeply apologize. The issue was addressed by the technical department and overlay should now properly display for all players with the relevant status.

Usually, the check lasts anywhere up to 14 business days, with precise timeline depending on the provider itself. The provider has informed us today that the check has been completed successfully and the player's account has been fully cleared by their anti-fraud department. As such, the restrictions have now been lifted and the withdrawals will now be processed as normal.

Respectfully,

Immerion Casino Representative.

Dear FiLouYe,

Thank you for the update.

Could you please confirm whether you have already received your funds or what is the current status of the withdrawal shown in your casino account?

Additionally, could you please resend or upload any communication with the casino that you mentioned previously, including emails from/to the financial department and any relevant screenshots regarding the withdrawal status or delays?

You may upload the screenshots directly here in the complaint thread or send them to my email at karla.m@casino.guru.

Thank you very much in advance for your cooperation.

Karla

Dear FiLouYe,

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.

Hello I received almost all my withdrawals thank you again guru!!!

Dear FiLouYe,

Thank you for your update.

I am glad to hear that you have received almost all of your withdrawals.

Could you please clarify the current status of your withdrawals? How much has already been paid to you, and is there still any amount remaining to be withdrawn or processed by the casino?

Once we have this information, we will be able to assess whether any further assistance is needed.

Thank you in advance for your reply.

Karla

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

Dear FiLouYe,

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,

Karla