Immerion Casino - Player’s withdrawal request is delayed.

hello, i deposit 20 euro, and won up to 70 and withdrew it! later when i came back and desposit 15 more euro i saw my balance was 85 euro, so it got declined! a support told me my case needed to be reviewed, ill waited few days and try withdraw again it got cancled, and was told not to use my balance! this is what they wrote

"We wanted to let you know that your request has been successfully transferred to the appropriate department and is now in the process of being handled. Our team is working diligently to ensure that everything is addressed promptly and efficiently.

You can expect to receive an email notification once your request has been fully processed and completed. In the meantime, if you have any questions or need further assistance, please don’t hesitate to reach out to us. We appreciate your understanding and cooperation"

the support said it will take up to 14 days, and is been 14 days now. no email nor did they conntact me for update!

i wrote to them again today, and this is what they told me again!

Please help!

Dear JambajuiceXO,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

1. i havent withdraw before
2. there is no KYC verficiation, not avaible that i can see atleast.
3. without the bonus money, cuz i can withdraw full amount

ive also seen they have removed most of the support chat, someone told me after 14 days can withdraw without problem but that is gone now!

now they have wrote i have to wait longer after waiting for 14 days

Dear JambajuiceXO, do you have any updates regarding the withdrawal?

Have you submitted a new withdrawal request?

Nope, im still getting declined is almost been 1 month since i tried to withdraw for the first time.. is getting upsetting, they been telling me to wait for futher update, but that has been more then 8 days since they told me second time..

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

Dear JambajuiceXO,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Immerion Casino representative to join this conversation.

Dear Immerion Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear JambajuiceXO and Casino Guru,

We have relayed all the information to our KYC Department.

Please be assured that your request is under review and will be addressed at the earliest opportunity.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

Immerion Casino Representative

Dear Immerion Casino,

Could you please provide us with an update on player's withdrawal process?

Thank you.

Dear JambajuiceXO and Casino Guru,

The security department has cancelled your withdrawal and sent your gaming session to the provider for verification. 

This procedure usually takes no more than 14 days, so please be patient.

Respectfully,

Immerion Casino Representative

Dear JambajuiceXO,

Could you please confirm, if you have received any update regarding your verification or withdrawal process?

Dear JambajuiceXO,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.