HomeComplaintsImmerion Casino - Player’s withdrawal status is delayed and unclear.

Immerion Casino - Player’s withdrawal status is delayed and unclear.

Amount: €600

Immerion Casino
Safety Index:Fresh casino
Submitted: 25 Oct 2024 | Resolved : 06 Nov 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 days ago

The player from Portugal faced confusion regarding a R$600 withdrawal, which appeared canceled on the website and was confirmed by email, yet chat support claimed it was being processed. She sought clarification and wanted to know if she could trust the casino's communication. The issue was resolved after a week and two days of persistent follow-up, with the player confirming that the withdrawal was eventually processed. The Complaints Team marked the complaint as resolved in their system, thanking the player for the confirmation.

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2 weeks ago

Good afternoon, I requested a withdrawal of R$600, the amount was deducted and the history shows that the withdrawal was cancelled. They also sent an email with this information. I asked in the chat and they informed me that the transfer was being processed, so I didn't have to worry. It doesn't make sense to appear on the website that the withdrawal has been canceled, receive an email with the same information and in the chat say that everything is fine. is this normal? Can I trust?

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1 week ago

Hello Dtlopes,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Immerion Casino. Please allow me to ask you a few more question before we would move forward.

  • Could you please advise if your account is already verified and if yes, since when exactly?
  • Did you accumulate your winnings with real money or did you use a bonus?
  • When did you request for the withdrawal and since when is it's status as rejected?
  • When was the last time you spoke to the casino and what was it about?


Looking forward to your answer.

Regards,

Nick

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1 week ago

Good morning, everything is still the same, they did not restore the withdrawal value on the website itself, nor the exaggerated commission they charge for the transfer (€100).

I accumulated the value with real money. The withdrawal was requested at 05:00 (Portugal time) on October 25th, immediately showing as "cancelled", immediately communicating the problem in the chat.

The last time I spoke to the website's customer service was at 5:22 pm on October 25th when they informed me that the amount would be refunded, both the R$600 and the R$100 in commissions. sending a print of the response.

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1 week ago
Translation

Good evening, I still have the same feedback from the site.

they say they're going to restore it but it takes so long, it hasn't been a good experience.



Automatic translation:
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1 week ago

Hello Dtlopes,

I would recommend waiting a bit longer, as internal issues can sometimes take time to resolve and may not be fixed within a few days. In the meantime, please reach out to their email support, as it appears that live chat may not be equipped to handle this issue.

Once you receive a response, please forward the communication to nikolas.b@casino.guru.

Looking forward to your response.

Best regards,

Nick

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3 days ago

Good afternoon,

after a week and two days, the situation was resolved. I cannot help but comment on the difficulty I had in getting this resolved, there was a lot of insistence on my part. They were very inconsistent in the answers they gave me, very confusing. Now, we are almost certain to have the difficulty of transferring funds to our bank account. Thank you very much

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2 days ago

Dear Dtlopes, 


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 

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