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Complaint regarding outstanding payout at Immerion Casino

Ladies and Gentlemen

I hereby file a complaint against Immerion Casino.

I deposited around €800 there and placed only sports bets. No bonus was used at any time, and all the required wagering conditions were fully met. Nevertheless, my withdrawal has not been processed for quite some time.

My inquiries with customer service only receive standardized, uninformative answers. Each time, I'm simply told that the matter is "being processed" and that I should be patient. I receive no concrete information about the actual status or the expected duration. Even in the live chat, I only receive copy-pasted responses.

The payout is now significantly delayed, far longer than is typical for regular verification processes. In my opinion, the casino is not meeting its own standards regarding processing times and transparency.

I therefore request that this case be reviewed and that I receive assistance in clarifying the facts. My goal is to ensure the proper processing of the payment and to guarantee that the provider is acting in accordance with its own terms and conditions.

The provider is classified as trustworthy on your site with a rating above 7.0, specifically 7.4.

I was counting on that and sincerely hope that they will help me get my money quickly.

Thank you very much

Beschwerde bezüglich ausstehender Auszahlung bei Immerion Casino

Sehr geehrte Damen und Herren,

ich möchte hiermit eine Beschwerde gegen Immerion Casino einreichen.

Ich habe dort rund 800 Euro eingezahlt und ausschließlich Sportwetten platziert. Zu keinem Zeitpunkt wurde ein Bonus genutzt, und alle erforderlichen Umsatzbedingungen wurden vollständig erfüllt. Dennoch wird meine Auszahlung seit geraumer Zeit nicht bearbeitet.

Auf meine Anfragen beim Kundenservice erhalte ich lediglich standardisierte, nichtssagende Antworten. Es wird jedes Mal nur mitgeteilt, der Vorgang sei „in Bearbeitung" und man solle sich gedulden. Konkrete Informationen zum tatsächlichen Stand oder zur voraussichtlichen Dauer erhalte ich nicht. Auch im Live-Chat wird mir ausschließlich mit Copy-Paste-Texten geantwortet.

Die Auszahlung verzögert sich nun bereits deutlich länger, als es bei regulären Prüfprozessen üblich sein sollte. Aus meiner Sicht erfüllt das Casino seine eigenen Vorgaben hinsichtlich Bearbeitungszeiten und Transparenz nicht.

Ich bitte daher um Prüfung dieses Falls und um Unterstützung bei der Klärung des Sachverhalts. Mein Ziel ist es, eine ordnungsgemäße Abwicklung der Auszahlung zu erreichen und sicherzustellen, dass der Anbieter gemäß seinen eigenen Bedingungen handelt.

Der Anbieter wird auf Ihrer Seite als vertrauenswürdig eingestuft mit einer Bewertung über 7,0 nämlich mit 7,4

Darauf habe ich mich verlassen und hoffe inständig, dass sie mir zügig helfen mein Geld zu bekommen.

Herzlichen Dank

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Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Schalker040404, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Immerion Casino. 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? 
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit, please? 

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, 

Katarina

Dear Schalker040404 and Casino Guru,

Thank you for bringing player's concern to our attention. Upon inquiry, we can see that the player was selected for the standard KYC process. Unfortunately, before completing it, the player elected to use their funds during normal gameplay and then closed their account at Immerion. Unfortunately, due to this, we are no longer able to process their verification request.

Respectfully,

Immerion Casino Representative.

Dear Schalker040404,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru