The player from Germany had made a €30 deposit on 31.10.2014, which remained marked as 'Processing' despite being confirmed immediately. Communication with support had been unhelpful, offering no clear timeline for resolution, leading the player to suspect potential foul play. The issue was resolved, and the player received a credit of $98.1, although it was not the promised 500% bonus. The complaint was marked as 'resolved' in the system, and the player was encouraged to reach out for any future issues.
Immerion Casino - Player's deposit is delayed.
Amount: €30
Immerion Casino
Safety Index:HighSafety Index
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8.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Hello,
I made a deposit of €30 from my checking account via instant transfer, which was processed immediately on 31.10.2014 and confirmed on the casino site about a minute later.
Unfortunately, I've been waiting for the credit ever since. It has been marked as deposited and "Processing" since 31.10 at 22:18. Conversations with support have led nowhere; they just tell me to wait. Nowhere on the site does it state that a cash deposit takes such a long time, and I think the casino might be trying to profit, even though it's a relatively small amount. But as the saying goes, "every little bit helps."
I find it particularly brazen that support tells me to wait, and when I ask how long, the conversation is abruptly ended with the sentence "read what I wrote before." The first day, support told me that it might take up to 24 hours, but it has now been over 40 hours.
Automatic translation:
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1 month ago
Dear phseidler,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
- Could you please advise if it was your first deposit in this casino?
- Have you contacted the payment provider already? Ideally, they should be part of the investigation.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Kristina
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1 month ago
Translation
Can you please let us know if this was your first deposit at this casino?
Yes, it was. I came across an advertisement by chance that promised me a 500% bonus.
Greed makes you blind, apparently.
Have you already contacted the payment provider? Ideally, they should be involved in the investigation.
No, because the support team doesn't tell me who the payment provider is. I just see that my bank executed the payment immediately (and also deducted it) and that the amount was credited to the casino at the same time.
In retrospect, I'm glad that I didn't transfer more money because I was too lazy to dig out the device to determine the PIN, so the €30 only counts as a "small amount" and no PIN is required.
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1 month ago
Translation
I just got credited with $98.1 even though I clicked €. But that's probably the least of my problems.
It's not the promised 500%, but I'm satisfied.
I'm going to gamble my money there now and I don't know if I really want to win there, because I don't know if the payout will take just as long.
But if it comes to that, I'll wait it out.
Thank you for your help here and I will come back often and recommend you.
Thank you very much 🙂
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1 month ago
Dear phseidler,
We're glad to hear that you are satisfied. 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,
Kristina
Casino.Guru
