The player from Canada had been waiting for a withdrawal since October 5 and had contacted customer support daily without receiving a clear answer. Although they were told that the request would be expedited, there had been no payment, and the player continued to encounter repeated delays and excuses. The issue remained unresolved due to the player's lack of response to inquiries from the Complaints Team, which led to the rejection of the complaint.
Immerion Casino - Player’s withdrawal is delayed and unresolved.
Amount: Can$96
Immerion Casino
Safety Index:Fresh casinoSafety Index
We use the Fresh casino rating to identify new casinos, for which it's too early to see how they treat their players. We give this rating to casinos that are relatively new on the market, have low revenues, and not many player complaints.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
Public
Public
3 weeks ago
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.
Public
Public
3 weeks ago
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
