HomeComplaintsImmerion Casino - Player’s account has been blocked.

Immerion Casino - Player’s account has been blocked.

Amount: $2,238

Immerion Casino
Safety Index:Fresh casino
Submitted: 07 Sep 2024 | Case closed : 17 Oct 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 weeks ago

The player from Sweden encountered issues with depositing at Immerion Casino, despite having set a monthly limit of $1. After she requested a refund for the deposits made, the casino blocked her account and did not respond, raising concerns about responsible gambling practices. The player later confirmed that the casino was willing to refund her deposits, which led to the resolution of the issue. The Complaints Team marked the complaint as resolved in their system.

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1 month ago

I would like to file a complaint against immerion casino. I have been able to deposit and play despite setting a monthly limit of $1 per month. I have emailed the casino regarding this and requested a refund on the deposits I managed to make. The casino blocked my account and refuses to respond. As this violates responsible gambling, I request a refund of the deposits I managed to make.

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1 month ago

Hello ewe1993,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Immerion Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? What kind of limit did you set exactly? Is there any evidence of requesting or setting that limit? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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1 month ago
Translation

Hello! I am not yet verified (KYC) I deposited a limit of 1 USD per month. I have screenshots of the deposit limit and also my deposits. I started a case with the casino 2 days ago and then they blocked my account and have not responded.

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1 month ago
Translation

I have been in contact with immerion casino and they are willing to refund my deposits. The case is now solved

Automatic translation:
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1 month ago

Dear ewe1993, 


I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 


As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 


Best regards, 


Casino.Guru 

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1 month ago

We’ve reopened this complaint at the request of ewe1993. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

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1 month ago
Translation

Thank you for reopening the case.

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1 month ago

Dear Ewe1993,

Your case has been reopened following the new submission regarding your refund. Please note that a standard withdrawal typically takes around 14 days to process, and refunds may take even longer. Could you kindly provide evidence of the casino agreeing to refund the money? Additionally, did they give you a time frame for when you should expect to receive it?

Thank you for your cooperation.

Best regards,

Nick

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1 month ago

Yes i have emails that they confirm that they have intiated the refund on the 10 September And they told me it can take up to 30 days. I have also screenshots of conversations with my bank that immerion haven’t intiated any refunds on my account and according to the banks it should not take more then 5 bank days after they have intiated the refunds. So i asked immerion if confirmation documents showing the transactions so my bank can locate it. But they stopped answer me.

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1 month ago

Dear Ewe1993,

If the casino has stated a one-month timeframe, I would recommend waiting for that period to pass. However, if it takes longer than expected, we would be happy to assist and intervene if necessary. Please keep us informed of any updates.

Best regards,

Nick

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1 month ago
Translation

I see! The problem is that it has been 20 days now since they started the refund. But my bank can't see it in their system? And according to them, it takes no more than 5 banking days after a company initiates a refund. Which makes me wonder if it's a scam?

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3 weeks ago

Dear Ewe1993 and Casino Guru!


We have mailed you a letter containing the ARNs for all refunds that we have successfully processed.


By providing these ARNs to your bank, you will be able to track the payments.


Best regards,

Immerion Represenative

Edited
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3 weeks ago

Dear ewe1993,

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.

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2 weeks ago

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.

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