Immerion Casino - Player’s withdrawals have been delayed and canceled.

I have deposit here at 9 of May and stand lucky and won 2500 euros.

I asked 3 different withdraws because of their limit of 1000 euros per withdraw. They canceled it and never send an email of cancelation i contact with them and told me that they will check with provider about my winnings and will take arround 14 days. I didn't do something strange or something.

Untill now i didn't receive any news from them and they don't unlock my withdraws. These methods are just to delay the withdraw and play my money, because the balance is available.

Please help and is unbeliavable that this casino have a 9 here.

Dear Player,

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 have been a player at this casino?
• Have you made successful withdrawals from the casino in the past?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share any recent communication you had with live chat regarding the investigation of your gameplay?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I won the money without a bonus.

I've won most of my money on slots since I can remember.

Here's what they tell me every time in the chat. They just want to delay it as long as possible.

It should be noted that they don't send a single email, just offers to play again.

Dear Georgia_M,

Thank you very much for the explanation.

• Has the casino since allowed you to request withdrawals?

Please keep me informed about any further developments.

No yesterday i talk with them and told me that the investigation is in progress.

Please note they never send me either one email.

Ι have to notice that this is the same story as my open complaint to Ybets. And still now from 27 of April (39 days) i didn't receive my money.

I notice that because this casino use this excuse to delay withdraws, they use all the 30 days they can use and after that they delay also the withdraw.

I can't believe how this casino can have 8.9 here.

I hope you get the Immerion in this conversation and if is possible to give some documents of the "investigation".

Thank you.

Thank you very much, Georgia_M, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru), 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 Georgia_M,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Immerion Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Georgia_M 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

Really i don't understand what happens here.

In total i'm waiting for so long. I also send an email to ask KYC department but no reply until now. When i go to live support they say that they can't help me and talk with KYC department.

My complaints here they use all the 7 days to reply, also casino guru use all this timeframe and the result is nothing.

Really i can't understand how this casino can have an 8 in this page.

It's unbelievable and starting to lose my patient because is over 45 days and still wait to make a withdraw.

This is not a legal casino this is a big scam (all other players here say the same).

Maybe i need to start thinking to forget these money because i will never receive it.

Dear Georgia_M and Casino Guru,

Our KYC department has raised questions regarding an overdue document.

You were notified via email today about this matter, and we are currently awaiting your response.

Respectfully,

Immerion Casino Representative

Dear Immerion Casino representative,

which of the player´s documents is overdue? Could you be specific?

Dear Jana,

let me clear the situation because immerion casino 1 month here and 50 days total for me have replied only twice.

At 7th of June they asked me my Passport that i send immediately.

At 13th of June without any email i saw that my withdraws was canceled and i received an email that they need passport and card that send the same day.

NOW at 25 of June they ask me to send them a photo that my full face will be shown my passport will be readable and also in front of their site. (hard photo) But i done in the past i will so when i will return home because you can understand i will need help for this photo.

The problem here are the tactics of this casino, i won here on 9th of May and i'm still struggling to get my money and never delayed to send anything they ask.

If for you this is an 8/10 casino and also can use the Casino Guru Fair Casino Logo. Then what to say. I think they are scammers that play with their customers nerves and wait until we play our winnings. BUT THIS DON'T work for me.

Also please will be fair this tactics from casino to be punished somehow here i think.

For sure i appreciate your help, but please come to my position for a moment. I fill scammed.

We’ve reopened this complaint at the request of Georgia_M. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Jana,

I think the problem here is going out of any control.

They asked me after all these delays one selfie and today came back with the excuse that the quality is not good.

1st of all they need a phot that all my face will be shown my passport and their page of the casino as you can understand.

In any case the photo was clear.

I will send to you just to check. (just share with me your email)

This casino is a big scam. After all this conversation for ybets you raise their points from 8 to 8.8 here.

Why you raise their trust level?

Dear Georgia_M and Casino Guru,

I am pleased to inform you that the player has successfully completed the verification process and is now eligible to withdraw their funds.

Respectfully,

Immerion Casino Representative

Dear Georgia_M

please keep us informed when you receive your funds.

Of course i will inform you, but just now o realize i can't withdraw all my money, some limits they change it.

To future players note if you want your case to be solved as mine need to open 2 complaints one in this sote and one in another famous like Ask...

So when the time ends in one they need to respond and go on..

You can check my complaint there to, to understand.

Dear Jana yesterday immerion casino just cancel one of my 3 withdraws and said me that was problem of my side.

But i contact with my bank revolut and they just say lies again.

Please check the attached.

Dear Immerion Casino representative,

could you please state the reason where was the problem with paying funds to the player?

Dear Georgia_M and Casino Guru,

The player has successfully received two out of three withdrawal requests.

There were difficulties with the last payment due to issues on the part of the payment provider.

We are actively working to resolve this matter, and the player will receive the final withdrawal request shortly.

Respectfully,

Immerion Casino Representative

Dear Jana,

I have already prooved that they lied about this in my previous message.

Unbeliavable.

Dear Georgia_M,

what is the current pending balance?

The remaining balance is 1000 euros

Dear Georgia_M,

thank you for your response. Let´s wait for the casino to react.

Dear Immerion Casino representative,

when will the player receive her funds?

Dear Georgia_M and Сasino Guru,

I am pleased to report that the player has successfully withdrawn his funds.

Respectfully,

Immerion Casino Representative

Dear Georgia_M,

could you please confirm that you have received your funds?

Dear Georgia_M,

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.

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

Dear Georgia_M,

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,

Jana