Immerion Casino - Player's withdrawal is delayed and account is under review.

Good morning,

I deposited and played on Immerion on May 21. Except that since then withdrawals have been blocked. When I ask the live chat every day I am told that the game provider is reviewing my game session?? This is the first time I'm told that. They told me that it would take max 15 days except that now that this deadline is exceeded he tells me that they are still on it .. as if it took 15 days to watch my session knowing that it lasted 30 minutes because I didn't play for long. I also sent emails to their supports I never got an answer. Here I think I have said everything.

Dear FiLouYe,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Immerion Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino?
• What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you made any previous withdrawals in this online casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Thomas,

Thank you for your help.

- This is my first deposit on this casino I created my account more than 6 months ago.

-I bought a bonus bounty 5 lions 2 at 0.20c the bet so 100€ the purchase of bonus. And he paid me 1600€~.

So after I wagger x3 my deposit as I was asked.

-No it was only with my real money not with the balance in IMR bonus.

- No, this is my first withdrawal from them.

Thanks for your reply.

Did the casino restore your withdrawal privileges since your last post?

Please let me know.

Hello ,

Not always blocked despite but daily recovery for almost 30 days the casino always tells me the same automatic answer as if the provider still checks my gaming session ..

Thank you very much, FiLouYe, for providing the necessary information. I will now transfer your complaint to my colleague Branislav ([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, FiLouYe,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the user's situation in more detail?

What needs to be done on his side to withdraw his balance or expedite the process? Based on the number of open cases with Immerion Casino and the nature of the complaints, we would like to see clear instructions on how to proceed and/or an official statement or evidence of an ongoing review on the provider's side, as the user was informed via live chat.

If needed, feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you very much in advance for your clear response, explanation, and instructions for the complainant.

Dear Filouye and Сasino Guru,

I would like to inform you that the player has successfully completed the verification process and has withdrawn all of their funds.

Respectfully,

Immerion Casino Representative

Thank you very much for your response and the update, Immerion Casino Team.

Dear FiLouYe,

Can you please confirm the above-stated? Can I consider your issue resolved and close the case accordingly, or is there anything else we can help you with?

Thank you.

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, a clear update will be needed.

Thank you very much, Immerion Casino Team, for providing information and cooperation!

Best regards,

Branislav B, Casino.Guru