The player from Germany had requested a withdrawal prior to submitting the complaint. Unfortunately, their winnings had not been received yet. The Complaints Team had communicated with the player regarding the delay, explaining that processing times could vary and might be affected by KYC verification. After the recommended waiting period, the player confirmed that no progress had been made, leading to the closure of the case at their request. The team expressed regret for not being able to assist further in that instance.
Immerion Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Other
Amount: $500
Immerion Casino
Safety Index:Below averageCase summary
Discussion
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1 year ago
The Casino constantly claims that my session is under review of the provider. For already 14 days. Nothing happens. Only automated replies in chat. They will never pay me out. No KYC done, never requested from them. I finally want my money, they delay it on purpose. Why does the casino have such a high rating if its obviously a scam casino? Im frustrated, worst experience ever and mislead by CasinoGurus rating.
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1 year ago
Dear Debonaire93,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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1 year ago
Dear Debonaire93,
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.
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1 year ago
Translation
Hello Nick,
Unfortunately, there's no news, and I continue to receive the same automated response from support that it's currently under review. I think this is just a stalling attempt because they don't want to pay out. Furthermore, I'm not given the option to verify myself via KYC. If this happens, I'll finally lose my patience.
Best regards
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1 year ago
TranslationThe case can be closed. The casino didn't allow me to close my account for the duration of the investigation and only reopen it after the funds have been paid out. Now everything is lost. I sincerely hope that this casino's review will be revised. CasinoGuru is completely lying, and reviews are clearly rigged. There's no other explanation.
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