Immerion Casino - Player’s withdrawal is delayed and unresolved.

I have been waiting since Oct. 5. I’ve contacted customer support daily and have been given different excuses, but have been told that my withdrawal has been flagged to finance. Finally, yesterday I was told my request would be expedited and I would be paid out soon. However, today there was no payment and when I contacted customer support again I was told my request is being processed and it has been flagged to their finance dept. I am going in circles with this casino and can’t get a straight answer.

Dear krystelkornatz,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Dear krystelkornatz,

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.

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.