Immerion Casino - Player's withdrawal has been delayed.

I tried to put 0.2234 in the disputed amount.

Im requesting my withdraw since day 15 september, and the support tell me everyday to wait.

This isn't normal.

At the 15september i requested a withdraw of 125$ that is changing everyday because its BNB... in that day it was 0.2234BNB

Dear sebasjogos, 

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?

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

Hi,

It's the first withdraw that i do.

They don't asked me to do any KYC verification, and there is no tab on the website.

Without any bonus

Hi,...

Today they answered me with this: "According to our service providers, there has been a violation of our terms. Specifically, bonus abuse and creating multiple accounts."

And i played WITHOUT ANY BONUS and i only have this account...

This website is a SCAM.

I don't know what to do...

Thank you for letting me know.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you used any VPN or IP-masking software to access the casino website?

Hi, no I’m the only that plays , and I don’t use vpn

Thank you very much, sebasjogos, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello sebasjogos,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Immerion Casino to join the conversation.

Dear Immerion Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

Dear Sebasjogos and Casino Guru,

Our automatic system identified what it believed to be fraudulent activity, which resulted in the withdrawal being blocked. 

Following a manual review by our anti-fraud department, we decided to close the client account and deduct the balance. 

We would be happy to send you the relevant details by email if you would find that helpful.

Respectfully,

Immerion Casino Representative

Dear Immerion Casino,

Please forward any evidence supporting of the alleged violations of your terms and conditions to me at michal.k@casino.guru

Good afternoon, Michal.

We have sent you a detailed letter,

We appreciate your willingness to engage with us openly and transparently throughout this process.

Respectfully,

Immerion Casino Representative

Thank you for the provided information and evidence, Immerion Casino Representative

Dear Sebasjogos,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts created close one after another linked with the same or very similar IPs, cookies, payment methods and deposit amounts which cannot be considered a mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way. The casino team has acted according to its terms and conditions as mentioned above.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru