Immerion Casino - Player’s withdrawals are delayed.

They delay my withdralws. Everytime I contact chat they ask me to wait more and more. Even in terms and condition they say they need maximum 72. withdrawls is via skrill. They didnt ask for KYC or something they are just delaying it.. Can you help me please?

Dear spyroslavranos5,

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.

• When did you request the withdrawal?
• Is any withdrawal currently pending in your account?
• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Good evening Dominica!

1) When did you request the withdrawal?

7/8/2024 19:15

2) Is there currently a pending withdrawal on your account?

The specific withdrawal of 700 euros

3) Have you made successful withdrawals in the past?

No

4) Can you confirm that you passed the KYC verification?

I wasn't asked, so I didn't pass it.

5) Did you collect your winnings with or without an active bonus?

'No

I am attaching a screenshot from the Ascension (The Ascension has not been canceled, it is just pending for a long time:

Dear spyroslavranos5,

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 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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Dominika

Καλησπέρα Dominika!

I am playing online slots 5 years now. Almost used all available casino for my country. Withdrawls via Skrill never take more than 3 working days (They promised 24 hours). They didnt ask for KYC at all from me. They say they have an issue with payment provider, but I still think this is a legit complaint and should be visible for others players. Doesnt make sense to wait weeks for your withdrawls when you can instant deposit, does it?

It is possible to assign the complaint to them and take an official answer please?

Dear spyroslavranos5 and Dominika!

We sincerely apologize for the delay in processing your withdrawal request, which was caused by a technical issue. We understand that such delays can be frustrating.

We want to assure you that our technical team has thoroughly investigated the issue and implemented all measures to prevent it from happening again in the future.

We are pleased to confirm that the withdrawal request for Spyroslavranos5 was successfully processed on 17.08.2024.

Our priority is to ensure that your experience with us is as smooth and seamless as possible, and we deeply regret any inconvenience this may have caused you.

Thank you for your continued patience and understanding during this time.

Respectfully,

Immerion Casino

Hello Immerion Casino, thank you for the information provided.

Dear spyroslavranos5, could you please confirm once you have received the payment?

Good evening! I just received the payment. Thank you all for your cooperation. Have a nice summer!

Dear spyroslavranos5,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Dominika

Casino.Guru