The player from Austria faced significant withdrawal issues after making six deposits at the casino. He reported missing documentation for a withdrawal of 1000 USDT, inadequate support responses, and unreasonable verification requirements. Despite having completed the verification, he was still unable to withdraw his winnings and was now required to use cryptocurrency. The issue was resolved after he confirmed that he had not made any successful withdrawals previously and that verification was only necessary for bank accounts. The complaint was marked as 'resolved' in the system following his confirmation.
Immerion Casino - Player is facing multiple withdrawal issues.
Amount: €900
Immerion Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 hours ago
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14 hours ago
Translation
Dear Casino Guru Team,
I am writing to you to file a complaint about an online casino where I have had significant issues with the withdrawal of my winnings.
I made a total of six deposits at this casino, all of which went through without any problems. However, when I attempted to withdraw my winnings, several issues arose:
Missing inquiry about withdrawal method and bank details: When I initiated the withdrawal, neither the method nor the bank details were requested, and 1000 USDT suddenly disappeared. There was no documentation of this transaction. Fortunately, I documented the entire process on video.
Insufficient support: Multiple requests to support were either unanswered or inadequately addressed. After a few days, the withdrawal was canceled, and the amount was visible in the casino account again.
Verification requirements: To verify my account, I was asked to deposit one dollar, even though I had already made six deposits. This seems like systematic fraud to me. Since a one euro deposit in America would have caused my card to be blocked due to suspected fraud, I finally deposited ten euros.
Further withdrawal issues: Despite the verification, a withdrawal was still not possible. I was told I had to withdraw in cryptocurrency, even though I made my deposits in euros. It cannot be that I now have to open a crypto wallet.
I urgently request your assistance in resolving this problem. I have all relevant evidence, including video recordings, available and hope you can help me receive my withdrawal.
Thank you in advance for your help.
Best regards,
Automatic translation:
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5 hours ago
Dear 6qnb4ygpsp,
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 canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, 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
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5 hours ago
Translation
In the meantime, I opened an account with Biance and was able to park my balance there for the first time.
However, I would like to answer the questions so that other users can get a more detailed picture:
- No, I haven't had a raise before!
- Verification is only required for bank accounts. Otherwise, no further verification seems to be necessary.
- Winnings were accumulated with bonus, but properly "repackaged"
- Documentation can be provided, but I assume that this complaint will now be closed anyway
Automatic translation:
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4 hours ago
Dear 6qnb4ygpsp, thank you for providing the information.
Do you need any further assistance, or can we consider this case solved?
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4 hours ago
Translation
Can be considered solved!
Thanks anyway for your willingness to help here.
Automatic translation:
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4 hours ago
Dear 6qnb4ygpsp,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
