Immerion Casino - Player's bonus and funds are confiscated.

I made a 27 euro bonus buy in the slot Big Bass bonanza Secrets of the golden lake. At the first 2 spins I won almost 10 euro. At the 3rd spin the bonus was interrupted and I had to restart the page. When I got in the slot the bonus had gone and no money in my account. I contacted many times with immerion casino and they were always giving me the answer, that they will solve the issue and they will inform me through email. I bought the bonus 3 weeks ago and still nothing. I even offered them to refund me the 27 euro. After some time they stopped answering my emails and the customer support chat.

Dear Dimng,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.f@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello. I had the conversation in the chat of their customer support but they blocked the chat option for me indefinitely. In a conversation I had with them after two weeks of unjustified waiting and without answer I talked with one of the guys in the customer support chat and I just told them "I want my f@#$ money back". This was considered as a bad language against the customer support and the guy claimed that I breached the regulation about good conduct or something like this. And he found a reason to disable the chat. After that I don't have access to their chat. But I sent them many emails and in one of those I got an answer which I have in screenshot and I'm concluding in my answer here that proves that the issue is real. After this answer in the email, I'm sending them emails but they don't answer me. The problem is that this casino is promoted so much by streamers and other websites but if you search better you will find that it had and still has many issues with 0/10 and 1/10 reviews that they are complaining about the same problems. Thank you!

I completely understand your frustration with the casino’s customer support approach. However, at Casino.Guru, we can only contact the casino and request an investigation after we receive sufficient evidence indicating that something unfair occurred.

So far, we have not received any videos, screenshots, or gaming history showing the error you encountered during your gameplay. Without this proof, we regret to inform you that we won’t be able to proceed with the investigation, and this complaint may need to be closed.

If you can provide any evidence, please do so at your earliest convenience, and we will gladly assist you further.

Thank you for your understanding.

Dear Dimng,

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.

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.