Immerion Casino - Player’s withdrawal is delayed due to review.

my problem is that i won 700€. i tried to make a withdrawal but it was not confirmed within 24h and then i stopped the withdrawal and made a new withdrawal in the amount of 80€ which went through and reached on my bank account within 1h. After that i tried to withdraw the remaining amount but then the casino canceled my withdrawal and i got this message: Withdrawal isn’t possible

Your previous bets are being reviewed by game or sport provider to ensure the fair play. You can withdraw again once review is completed.

My account is verified and i have always played honestly. This is the first time in my life that i have received such a letter from a casino. Live support says that they cannot check it because its all about game providera and email support has not replied to me. The funds are still on my account free to use, I suspect that it is on purpose so I would spend it.

Dear Blackscale,

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. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!