Immerion Casino - Player’s withdrawal is delayed.

Hello,

Immerion Casino is withholding my withdrawal of 178 euros that I won over three different instances last week!

They were supposed to pay out 52+32+94 euros, but they haven't paid out a single cent.

I deposited money using a bank card, and the chat support said they are having technical issues, and that's it! The withdrawal was declined, but the money hasn't been returned to my account!

There's no communication from the casino, and I have no idea how this will end!

I've already been waiting for 6-7 days now...

Dear BorisO,

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?
• Did you accumulate 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,

Kristina

Hello again,

No, I haven't received a single win from them, they haven't asked at all about KYC documents and you can't load documents either!

I have not played down the bonus.

Dear BorisO and Kristina!

All three withdrawal requests amounting to 178 EUR were successfully paid out on our side, but were unfortunately declined by the payment provider.

As soon as the funds are returned, BorisO's game balance will be updated, allowing him to submit a new withdrawal request to an alternative card.

We are making every effort to speed up this process.

Best regards,

Immerion Casino

Hello everyone,

Thank you both for your replies.

Has there been any news, BorisO? Has your balance been returned?

Yes, the money is back in the account and I have used another bank card and the money still hasn't arrived on the bank card!

Alright, thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello again, now it's the sixth day (September 14) that I'm waiting for payment or fourth bank working day which is going on right now! Nothing happens, the strangest thing is that you can cancel(?) withdrawals all the time and last night I was kicked out of the chat after asking a question that was unanswered!

There is nothing more you can do but wait a little longer!

Hi Casino Guru,

money is finally in the account and now we can close the case!

It took about 15 days to get the winnings paid and there will be no more games at this casino!

Thanks for the help, Boris O***

Dear BorisO,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru