The player from Switzerland faced difficulties with a pending withdrawal of 100 EUR from Immerion Casino, despite multiple attempts to resolve the issue with customer support. She had provided a requested screenshot but had not received a ticket number or any updates regarding her request. The complaint was rejected due to the player's lack of response to the Complaints Team's inquiries, which prevented further investigation into the matter. The complaint was later reopened at the player's request, and it was confirmed that the issue had been resolved.
Immerion Casino - Player’s withdrawal is delayed.
Amount: 100 CHF
Immerion Casino
Safety Index:HighSafety Index
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8.5
Immerion Casino has a Safety Index of 8.5, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Translation
Dear Casino Guru Team,
Thank goodness for you. I have had a very good experience with you.
Once again, I am in need of your help. On October 22, 2024, I made three payments: 20 EUR, 100 EUR, and 150 EUR. The payments of 20 EUR and 150 EUR were successfully processed, but the 100 EUR is still pending at Immerion Casino (Processing). I have communicated with various agents multiple times. One agent told me it would take 1 to 2 hours and asked me to send a screenshot showing that the amount had been debited from my account. I did this immediately, and she assured me that it would be processed as quickly as possible. However, to this day, I have not heard anything, not even a ticket number confirming that it has been forwarded to the appropriate department.
In the meantime, I have continued to write to various agents, but they all give the same standard response. I am really concerned. I would be very grateful if you could help me here.
I do not have a good feeling about this casino. Thank you in advance!
Thank you in advance.
Kind regards,
Vreni
Automatic translation:
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2 months ago
Dear Vreni,
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 which takes approximately one month. In these cases, 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.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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1 month ago
Dear Vreni,
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.
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1 month ago
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.
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1 month ago
We’ve reopened this complaint at the request of Vreni as we were informed that the issue has been resolved.
Dear Vreni,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
