Immerion Casino - Player's self-exclusion and betting limits ignored.

I made deposits of 450 euros in the casino and managed to win 2120 euros,because I have a gambling problem I set a limit in my profile so I can only play 10 euros,while the limit was supposed to be activated they still let me play and lose all the money,I had also clicked the self exclusion button and they still let me bet everything and cancel one of my withdraws

Hello syne5,

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? Did you manage to withdraw any of your balance from the casino or it is currently zero?

Please note that based on the screenshot you did set a max bet limit not how much you can lose. Also based on the description seen on the screenshot as well, if you click on the self-exclusion you should have receive an e-mail from the casino. Did you receive it?

Looking forward to your answer.

Regards,

Nick

Hello,

No I haven’t been verified.

I managed to make a 100 euro withdrawal successfully before depositing again and winning the money.The balance right now is 0.

None of the responsible game tools worked they let me bet normally without any limit and when I clicked the self exclusion they just signed me out of the account and they didn’t send me any email.

I checked spam aswell for the email

Hello syne5,

Is your account accessible since it logged you out?

Yes the account was fully accessible they only disabled my account after I complained to their support and requested a refund in which of course they haven’t replied

Hello syne5,

I'm glad to see that your account is now closed. However, I doubt there would be any reason for the refund as you did set a bet limit not a loss limit.

Is there anything else we could assist you with?

It’s says wagering limits that’s why you also set a period that it resets after and I also tried to self exclude before losing the money and that still didn’t work,if they advertise responsible gaming tools they should work and protect the player

Dear Casino Guru,

Thank you for bringing this matter to our attention. We appreciate your diligence in addressing the issue.

The situation in question has been thoroughly discussed with Syne5 directly, and we are actively working on a resolution. Please be assured that we are committed to resolving this matter promptly.

We will provide you with a detailed update at the earliest opportunity.

Respectfully,

Immerion Representative

Dear Casino Guru and syne5!

We sincerely apologize for the inconvenience caused by this issue.

We have received confirmation from the payment provider that all deposits totaling 472 EUR made by Syne5 have been successfully returned to the original payment card. 

We understand the importance of resolving this matter promptly and appreciate your understanding and patience during this time. 

Respectfully,

Immerion Representative

Dear syne5,

Can you please confirm if the refund was successful?

Hello,I have received the refund for my deposits although I believe that they should payout my winnings that I had at the time that I set my limits and clicked self exclusion aswell because it’s their fault that the responsible gaming tools don’t work as they should

Hello syne5,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

I have forwarded to you the email they sent me,they haven’t replied to my email since

Hello syne5,

Can you please tell me the exact date the casino blocked your account?

I’m not exactly sure but I think 1st of August

Hello syne5,

If the casino excluded your account within 72 hours after requesting it, there is no possibility to receive more money as deposited. The main goal of exclusion servers to prevent addicted players to play and by payout out winnings, they would trigger the feeling that you can win. In such cases only the deposit may be refunded.

As it has been, is there anything else we could assist you with?

I think that you are not here to help the player but the casino you are consistently saying that Im not entitled to a refund as you did for the deposits and now you are saying that I can only receive my deposits,you have a difficulty understanding the situation as you did with the limits that I set,I told the casino that I had a problem with gambling way more than 72 hours they should stop me immediately from playing as I also had wager set limits and also clicked for immediate self exclusion,I had 2100 euros at the time that I did all that so that’s should be the money that I receive.

Dear Immerion Casino,

Can you please provide more information regarding the wager limit that the player tried to manually set? How exactly was it supposed to work? Is there any log that the player did set it and if yes, when exactly? Why was he still able to wager above the limit?

Dear Syne5 and Nick,

We would like to inform you that all client deposits have been fully refunded. 

As a result, the client has no remaining balance to claim as winnings. Additionally, one of the withdrawals made was successfully processed to the client, which we now consider as fraudulent behavior on his part.

Moreover, the client has never reported any issues related to gambling addiction or related problems.

We look forward to a fair decision from your side.

Best regards,

Immerion Represenative

I don’t know what’s the point of lying here I reported the gambling addiction to your chat operators and my concerns about the gaming limits while I had the full amount in my account and I have screenshots of everything

Dear Syne5!

Your account was closed on July 30th, and at that time, your gaming balance was zero.

You mentioned that you are problem gambler on August 1st, after the account had already been closed.

Prior to this, you had not reported any related issues.

Best regards,

Immerion Represenative

Then why did you close the account?

I tried to self exclude and set limits and I contacted you chat to learn why it wasn’t working at the time that I applied the gaming limits I had 2100 euros in my accounts that you shouldn’t have let me bet because I had limits on and that should be refunded

Dear Syne5,

Thank you for your patience and for providing the information you have shared. Upon your mention of a gambling addiction, the casino acted appropriately by closing your account within a reasonable timeframe.

However, based on the screenshots and documentation provided, we are unable to determine the specifics regarding the activation of the wager limit—such as the exact time it was set or whether it was active at all. Unfortunately, the evidence available is insufficient to proceed further with resolving this matter.

As a result, we will be required to close the complaint at this time. If you have any additional evidence or documentation that could support your claim, please forward it to nikolas.b@casino.guru.

Thank you for your understanding, and I am sorry we could not be of more assistance.

Best regards,

Nick