Immerion Casino - Pelaajan tili on suljettu ja kotiutukset viivästyneet.

Subject: Complaint about delayed withdrawal and account closure by Immerion Casino

Dear Casino Guru Team,

I am writing to formally file a complaint regarding a delayed withdrawal and account closure issue with Immerion Casino.

I registered my account on March 4, 2025, and since then I have been an active player. Recently, I requested a withdrawal of approximately 17.80 Ethereum (~50,000 USD at the time), which has been held by the casino for over 14 working days now, well beyond their stated maximum processing time.

The withdrawal process was delayed due to a "gaming session review" which was said to take up to 14 business days. However, this timeframe has been exceeded and there is no clear update or resolution provided to me by the casino support team despite my repeated inquiries.

During this waiting period, my account was suddenly closed by the casino, which prevents me from even accessing the chat support directly from my account. I have had to rely on external contacts and affiliate partners for communication, who themselves have limited or no access to my account details.

Despite my patience and cooperation, the casino's support replies are vague, mostly repeating that the review takes time and that I need to wait, without providing any concrete timeline or solution.

I have complied with all KYC (Know Your Customer) requirements promptly when requested, and I have no violations of terms or suspicious activities on my account. I suspect that the extended delay and account closure may be tactics to avoid paying out my winnings.

The withdrawal limits set by the casino are restrictive: only $1,000 per day, $4,000 per week, and $10,000 per month. At this rate, it would take me at least 5-6 months to receive my full amount, assuming Ethereum prices remain stable.

I have tried to seek help from the casino’s affiliate partners and streamers associated with Immerion, but their involvement has been limited to moral support without any practical assistance in resolving the withdrawal issue.

I want to emphasize that I am not attempting any form of abuse, bonus hunting, or fraudulent behavior. All my gameplay is legitimate, and I expect to be treated fairly and according to the casino’s own policies.

Due to the lack of communication and resolution from Immerion Casino, I am now forced to escalate this complaint to you, Casino Guru, as well as other relevant regulators and platforms such as AskGamblers and the licensing authority in Curacao.

I kindly request your assistance in investigating this matter and helping me recover my rightful funds. The casino's refusal or delay in payment severely affects me financially and causes unnecessary stress.

Please feel free to contact me if you need any supporting documents, screenshots of my balance, chat history with support, or any other evidence related to this case.I have additional screenshots and documents available, which I can provide upon request to further support my complaint.

Thank you for your attention and support.

Best regards,

(user's personal info deleted by Casino.Guru)

Dear lubakamadafaka76,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with your withdrawal and account closure at Immerion Casino.

To help us proceed with the investigation and better understand the circumstances, we would appreciate it if you could clarify the following:

• Could you confirm the exact date you submitted the withdrawal request?
• What specific games did you play during the period leading up to the withdrawal request?
• Were there any bonuses or promotional offers active on your account at the time of play or withdrawal?
• Have you received any formal notification or explanation from the casino regarding the account closure?
• Have you already attempted to escalate this matter through the casino’s licensing body or any official channel? If yes, please share any details or case numbers.

While we understand how frustrating this situation must be, it’s worth noting that account closures and extended reviews are not uncommon following significant wins, especially when large sums or cryptocurrencies are involved. Casinos often perform detailed audits to ensure compliance with their terms and to rule out any irregular activity. That said, these procedures should be transparent, timely, and respectful to the player.

If you have not already done so, please forward any screenshots, emails, chat logs, or documents related to your withdrawal, account activity, or communication with Immerion Casino to petronela.k@casino.guru. These will greatly assist us in evaluating your case.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

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 email addresses provided in your complaint thread.

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

Dear Petronela,

Thank you for your prompt response and for taking the time to review my complaint.

Here are the answers to your questions:

Withdrawal Request Date: I submitted my withdrawal request on May 11, 2025.

Games Played: I primarily played slots, including titles from Pragmatic Play, Nolimit City, and Hacksaw Gaming.

Bonuses: No bonuses or promotional offers were active on my account during the time of play or at the time of the withdrawal request.

Account Closure Notification: I did not receive any formal explanation regarding the account closure. I was only informed that I must wait for a "final review" and that there is no specified time frame.

Escalation to Official Channel: So far, I have not escalated the matter to the licensing authority. I am currently trying to resolve it with the help of Casino Guru and other reputable complaint platforms.

In addition, I’ve just sent a detailed email to petronela.k@casino.guru from my registered email address (email address deleted by Casino.Guru), including 10 relevant screenshots showing my account balance, withdrawal request, and conversations with Immerion Casino support.

If any further documents or screenshots are required, I would be happy to provide them as well.

I truly hope this situation can be resolved fairly. Thank you again for your help.

Best regards,

Lyubomir M******

Hi,

Thank you very much for your detailed response and for forwarding the supporting screenshots via email. My sincere apologies for the delay in getting back to you.

Before we move forward with the next steps, could you please let us know if there have been any updates from Immerion Casino since your last message — either regarding the status of your withdrawal or your account closure?

Additionally, to make sure we fully understand the situation, I’d like to clarify a few more points:

• Have you ever made a successful withdrawal from this casino in the past?
• When was the last time you were able to access your account or communicate directly with the casino’s support?

Looking forward to your reply.

Hi Petronela,

Thank you for getting back to me and for your continued assistance.

Yes, I have a few updates to share regarding my situation with Immerion Casino:

I am currently able to log into my account at immerion1.com without issues. However, my withdrawal functionality remains blocked. The withdrawal request status still shows "Provider’s Check," and has been in that state since May 11th, 2025.

As a test, I initiated a small withdrawal of 0.1 ETH, which was processed and sent to my wallet very quickly. Encouraged by that, I attempted to withdraw a larger amount, but it was reversed back to my casino balance after 24 hours. Since then, the withdrawal has been fully blocked, and my account has been locked for cashouts.

Although I can still access and even play on the platform, my account has effectively been restricted for withdrawals since May 11th.

Regarding communication, I last reached out to the casino's support team just before submitting my complaint to Casino Guru. Since then, every response from them has been repetitive and generic — they keep telling me to wait patiently as the "Provider’s Check" is ongoing, but provide no meaningful updates, timeframes, or escalation options.

I have never made a successful withdrawal from Immerion Casino prior to this issue.

If you need any further documentation or clarification, I will be happy to provide it. Thank you again for your support — I truly appreciate your help in moving this forward.

Best regards,

Lyubomir

Thank you very much, lubakamadafaka76, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello lubakamadafaka76,

I'm Michal, and I have taken over your complaint. I have reviewed the situation and would like to inform you that the verification process for gameplay conducted by the game provider can occasionally take some time. Unfortunately, as this matter is not entirely within the casino team's control, we must await the final decision from the game provider. I will contact the casino to see if they can provide any additional information regarding this issue, if possible. In the meantime, I strongly suggest not engaging in any further gameplay, because if you lose any funds, these cannot be recovered. I kindly ask for your patience while we investigate your case.

We would also like to invite Immerion Casino to participate in this discussion.

Dear Immerion Casino,

Could you kindly provide an update regarding the status of the players' verification? If there are any factors contributing to the situation that cannot be shared publicly, please share them directly with me at michal.k@casino.guru

Dear Lyubomir_manchev 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 Representative,

Thank you for your response. For the sake of clarity, we’d appreciate your clarification on the following matter:

In recent weeks/months, we’ve noticed a significant rise in complaints about unnecessary extended verification processes in your casinos. These delays have raised concerns about potential systemic issues within your operations. Could you kindly provide insight into the root causes of these delays? Additionally, we’d like to understand what steps are being taken to streamline the process and ensure timely resolutions moving forward.

Transparency in this matter would go a long way in addressing these concerns and restoring confidence. We look forward to your prompt and detailed response.

Dear Zolkaa and Casino Guru,

The player has successfully completed the verification process and has already withdrawn a part of their funds.

Respectfully,

Immerion Casino Representative

Dear Immerion Casino Representative,

Although my previous enquiries have gone unanswered, I am pleased to see positive progress concerning the player situation.

Dear lubakamadafaka76,

As per the Immerion Casino representative's response, you successfully completed the verification process and have already withdrawn a part of your winnings. I have my fingers crossed that the disbursement of the remaining funds will be smooth without any unnecessary delays. Please let me know once you receive all your winnings.

Dear Michal and Casino Guru team,

Thank you once again for your ongoing support. I’d like to share a detailed update on the situation, as the current progress remains far from acceptable.

It has now been 7 weeks — almost 2 full months — since I initiated my withdrawal process. While I have successfully passed verification and received a portion of my winnings, I still have a significant amount pending, and the process remains intentionally delayed.

Despite being told there are no withdrawal limits on crypto transactions, in reality, I am restricted to submitting only two transactions per day, each under $1,000. The casino processes at most one transaction every 35–40 hours, sometimes more slowly. On top of that, they frequently cancel 5–6 pending transactions at once, as they did again just yesterday, without providing any valid justification.

The system clearly appears to be designed to stall the withdrawal process for as long as possible, and I’m deeply concerned that this will stretch out over several more months.

For that reason, I kindly ask that this complaint remain open until I have successfully withdrawn the full amount. I also wish to ask whether Casino Guru plans to intervene regarding these hidden withdrawal limits, especially considering the casino clearly stated via email that players can create as many requests as they like as long as they are below $1,000 — without mentioning any other restriction.

This situation is far from transparent, and I truly appreciate your continued attention to it. Your involvement remains crucial to ensuring fair treatment.

Kind regards,

lubakamadafaka76

Dear lubakamadafaka76,

I'm glad you are finally receiving your withdrawals, although not in the amounts or at the pace you would expect. I completely empathise with your frustrations regarding the excessively lengthy verification procedures at Immerion Casino. We have already communicated our concerns to the casino team, as we have received numerous complaints from players indicating that the verification, game provider checks, or other checks were taking significantly longer than anticipated. We have been assured that they already have improved this, and they will further enhance their processes moving forward; however, we will continue to monitor the situation closely. Although I understand that you would want to receive your winnings ideally all at once, and to my knowledge, there is not a strictly set withdrawal limit in the casino's T&Cs, but a withdrawal limit of around $10000 per month is very common in various casinos. This limit, of course, varies based on numerous factors, like, for example, contracts with banks, payment providers, licensing authority regulations, the number of withdrawal requests received for a certain time period or similar. So if the casino pays you at least $10000 per month (ideally much higher), we consider this as acceptable.

I trust you have already observed that, because of the multiple complaints regarding the excessively lengthy verification procedures and low pace of withdrawal processing, we have amended the Immerion Casino safety index rating, and we have removed the previous "Fair Bange" designation from the casino.

I believe this will motivate the casino team to put more effort into effectively resolving their customer complaints and expediting winnings to their players.

Dear Immerion Casino Representative,

Can you please clarify the schedule by which the player's withdrawals are processed? Additionally, can you please respond to the player's concerns?

On top of that, they frequently cancel 5–6 pending transactions at once, as they did again just yesterday, without providing any valid justification.

the casino clearly stated via email that players can create as many requests as they like as long as they are below $1,000 — without mentioning any other restriction.

Transparency in this matter would go a long way in addressing these concerns and restoring confidence. We look forward to your prompt and detailed response.

Dear Zolkaa and Casino Guru,

The player has successfully withdrawn his funds in accordance with our established limits.

For further details, please refer to clause 7.16 of our rules - https://immerion.com/main-info/terms-using

Additionally, we experienced delays on the part of the payment provider; however, everything is currently functioning normally.

Respectfully,

Immerion Casino Representative

Dear Immerion Casino Representative,

Thank you for your response and the clarification.

Dear lubakamadafaka76,

I have to correct myself in regards the withdrawal limits. The casino has this stated in their terms and conditions:

7. Withdrawal Policy

7.9. Withdrawal processing times depend on the payment providers and methods Players use. Usually it can take up to 72 hours, but not limited. Once a withdrawal has been processed successfully and released, a time period will apply depending on the payment method being used.

7.16. At Immerion, the daily withdrawal limit is $2,000 (Two thousand) for all players. These limits are set to ensure a smooth and fair gaming experience for all Players.

While I acknowledge your wish to obtain your winnings in larger instalments or at a quicker rate, as previously stated, the casino now appears to handle your withdrawals in line with their established terms and conditions, which you consented to upon creating your account.

Can you please confirm the amount you have withdrawn and the remaining amount you still want to withdraw?

Hello Michal,

Thank you for the clarification.

As of now, I have successfully withdrawn 5.88 ETH in total, across multiple requests. After that, I had another 4 withdrawal requests pending, each around 0.38–0.4 ETH, totaling roughly 1.56 ETH (~$4000).

Due to the continued platform downtimes, the lack of transparency, and delays exceeding 72 hours, I was left without control over my balance. During this time, I lost the remaining funds while the platform was still unstable and my pending requests were not processed.

I understand my personal responsibility in using the platform, but I believe the combination of their inconsistent operation and withdrawal handling heavily contributed to the unfavorable outcome.

At the moment, my account holds only a few cents, and I’m not expecting further payouts. I leave the final decision to your discretion.

Best regards,

lubakamadafaka76

Dear lubakamadafaka76,

Thank you for your response. Although I'm glad that you were able to withdraw a decent portion of your winnings, I completely understand that this outcome falls short of what we could describe as a happy ending.

As I’ve mentioned, I share your frustration with the excessively lengthy verification procedures at Immerion Casino. I also acknowledge that had these delays and additional issues not occurred, you might not have chosen to continue playing, and subsequently lost the remaining funds. However, as this decision was ultimately yours, and since the funds were lost before we could fully resolve your case, there is unfortunately no further action we can take on your complaint. I completely recognize that this experience was far from ideal, and your feelings are completely valid. However, patience is essential in these circumstances, and once the funds are gone, our options to offer any further help are basically close to zero.

Additionally, I must point out that the casino has the right to distribute winnings according to their withdrawal policy. While we would prefer to see no restrictions in this regard, it is a standard industry limitation/regulation that most online casinos have in place.

That being said, I believe you would concur that our involvement has facilitated progress on your issue and has enabled you to obtain at least a decent portion of your winnings, which you may not have received otherwise.

With this consideration, may I regard your case as reasonably addressed/resolved?

Dear lubakamadafaka76,

We are extending the timer by 3 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.

Dear lubakamadafaka76,

I understand that the result of this case may not feel like a happy ending, but I’m glad that you managed to withdraw at least a decent portion of your winnings. The decision to continue playing was ultimately yours, and since the funds were fairly lost before we could fully address your case, there is, regrettably, no further action we can take regarding your complaint. I truly empathize with you, as this experience was less than ideal, and your feelings are completely justified. However, patience is crucial in situations like this, and once the funds are gone, our ability to provide additional assistance is nearly nonexistent. As we have not received any confirmation from you about whether the case can be considered resolved or if you need further help, we must, unfortunately, move forward with closing this complaint as rejected.

We genuinely appreciate the cooperation of the casino team during this process.

If you face any more issues with this or any other casino in the future, please don’t hesitate to reach out to us—we’ll do our utmost to assist you.

Best regards,

Michal

Casino.Guru