The player from Austria expressed frustration with Immerion Casino, claiming repeated failures to self-exclude and the casino's continued acceptance of deposits despite their gambling addiction. Despite attempts to demand self-exclusion, the casino had not responded, leading the player to believe it profited from vulnerable individuals. The issue was resolved after the player reached an agreement with the casino. The Complaints Team acknowledged the resolution and marked the complaint as 'resolved' in their system.
Immerion Casino - Player struggles with self-exclusion at casino.
Amount: €1,000
Immerion Casino
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7.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Translation
Dear Casino Guru Community,
Today, I would like to address a topic that affects many of us. I will speak openly about my problem and about Immerion Casino, which shamelessly exploits this issue.
Complaint: I am addicted to gambling and this casino profits off people like me. All my attempts to self-exclude have failed. I have documented on video how I activate the self-exclusion button, get logged out of the system, and can log back in a minute later. And this has happened countless times!
Just in the last two days, I've managed to make about 15 deposits in this casino, losing around €1000. I don't even want to start mentioning what this means for me personally.
Yesterday, I wrote an angry email to the casino, demanding they enact a self-exclusion immediately. I was so furious, both with the casino and myself, because I simply can't control myself when gambling. As usual, the casino did not respond to the email and continued to eagerly accept several hundred euros in deposits.
The Immerion Casino operates absolutely unscrupulously. It promotes illegal gambling and ignores all the laws applicable in various countries. This casino shamelessly profits from those with gambling addictions without ever considering what they are doing to those affected. Their sole aim appears to be extracting as much money as possible from those who suffer the most.
It cannot be acceptable for such casinos, which make money from the addictions of others, to be rated so positively.
Screenshots and videos can be provided if needed. Due to the personal data contained in them, I prefer not to upload them here!
Thank you
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2 months ago
Hello 6qnb4ygpsp,
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 what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
Please forward the above mentioned evidence to nikolas.b@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Nick
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2 months ago
Translation
Hello Nick!
Thank you for your help and the detailed explanation. I will send you screenshots via email as requested and will also comment briefly here for everyone else.
In this casino there are several ways to close or restrict your account. The first is to close your account. You can then log back in without any problem. It's really nothing more than logging out. You can set a limit. I set the limit to one euro last week and have deposited over €1000 since then. This button doesn't work either.
And: there is a self-exclusion button. I used it countless times and was still able to deposit without any problems. The casino is enriching itself with a gambling addict.
I would also ask Casino Guru to test this self-exclusion button. I have documented on video how it is possible to log back in without any problems after triggering the self-exclusion.
Maybe a short statement regarding self-exclusion. Someone who has a gambling problem knows the difference between self-exclusion and leaving an account very well. I have excluded myself in over 100 casinos to prevent myself from playing there. If I ever get really weak and gamble, I exclude myself immediately after I have made a small loss. That was not possible in this casino because they refused to self-exclude me up to now (I was online again today, but only lost my cashback). I can't say it often enough: this casino profits from gambling addicts
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2 months ago
Dear 6qnb4ygpsp,
I hope you're doing well. Could you please clarify when you first informed the casino about your gambling addiction? Additionally, have you received any responses from the casino, as your email correspondence only contains your messages?
Looking forward to your response.
Best regards,
Nick
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2 months ago
Translation
Hello Nick.
Yes, that's right, the screenshots I sent with the emails only contain my messages. This is because the casino has not responded even once to date.
Furthermore, I expressly point out that it is still possible for me to log in.
Regarding your question as to whether this is the first time that I have informed the casino about my gambling addiction, I wonder how often one has to point out that the casino takes the problem seriously.
If you read through complaints about this casino on the Internet, including here with you, you will quickly realize that the problem I mentioned, that the casino enriches itself through gambling addicts, is systematic.
Thanks
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2 months ago
Thank you 6qnb4ygpsp for all the information provided so far.
I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 months ago
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OK thanks.
By the way, I can still log in. The casino has not yet responded to my emails or those from the licensing authority. Apart from my problem with the casino, everyone who plays at Immerion should be aware that the casino is not only operating illegally, but is corrupt and criminal. The reputation of this casino is misleading and is a major factor in players being ripped off by this provider!
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2 months ago
Dear 6qnb4ygpsp,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Immerion Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Immerion Casino,
Could you please provide detailed information regarding the current case? I would appreciate your insights into the reasons behind the lack of response to the player's requests.
Thank you in advance for your attention to this matter. I look forward to your prompt reply.
Best Regards,
Kubo
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2 months ago
Translation
Hello Kubo
I have also filed a complaint with the licensor in Curacao. The authority has given the casino a week to respond to the allegations. This week has expired today. Immerion has once again refused to comment.
Curacao was asked to announce how it intends to proceed with a casino that ignores the rule of law. The authority was also informed that parallel proceedings are being conducted against the casino in question and against the licensor itself due to several grossly negligent errors in the licensing process.
The entire email history can be sent via email.
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1 month ago
Dear 6qnb4ygpsp,
Thank you for your update regarding your case.
Could you please forward your email correspondence with the regulator to me at jakub.m@casino.guru? In the meantime, I’ve attempted to reach out to the casino representative through an external channel, as they may have missed our notification about this complaint. I will keep you informed of any developments.
Thank you for your continued cooperation and patience.
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1 month ago
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Hello Jakub
I have just forwarded the process with the supervisory authority to you.
By the way, I still have access to my account.
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1 month ago
Dear 6qnb4ygpsp,
Thank you for providing the requested correspondence.
I would like to point out a few concerns regarding the licensing status:
- Immerion Casino is not licensed under the Curaçao eGaming Licensing Authority; instead, it is in the process of obtaining a license from the Curaçao Gaming Control Board, which is a different regulatory body.
- The Curaçao eGaming Licensing Authority ceased operations on October 1, 2024, and no longer issues gaming licenses for online casinos due to recent changes and restructuring within the Curaçao jurisdiction.
I reached out to the casino representatives through an external channel to inquire about the status of your account closure. I’ll keep you updated as soon as I receive any information.
Thank you for your patience!
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1 month ago
Translation
The supervisory authority and I also write to them via an external channel. I have been demanding a self-exclusion for weeks. Despite the intervention of the supervisory authority and Casino Guru, I still have access to my account. The casino is probably hoping to get even more money from me. And not only I, but also other players are reporting on this criminal behavior of the casino. I would be interested to know how such corrupt dealings can be rewarded with a good reputation?
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1 month ago
Dear Casino Guru and 6qnb4ygpsp,
We are currently looking into this matter as part of a complaint to the licensee.
As soon as we have more information, we will be sure to keep you updated.
We apologize for any inconvenience this may have caused and appreciate your understanding in this matter.
Respectfully,
Immerion Casino Representative
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1 month ago
Translation
And why has the account still not been closed? A lot of money was lost due to the refusal to close the account due to the gambling addiction problem. And even now, after weeks of complaints, they are still investigating? Why has the account still not been closed???
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1 month ago
Dear 6qnb4ygpsp,
Could you please provide the messages related to your self-exclusion that you sent to the casino? If possible, download them in EML or MSG format from your email client and attach them to your reply. Please note that this option may only be available on a computer, not on a mobile device.
Thank you in advance!
Dear Immerion Casino,
Could you please provide an estimated timeframe for resolving this issue? Given the importance of self-exclusion and responsible gaming, I would appreciate a more proactive approach, especially since the player's account remains fully accessible despite the request made weeks ago.
Thank you for your attention to this matter.
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1 month ago
Translation
I have already sent all messages and videos on 05.10. transmitted.
lg
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1 month ago
Dear 6qnb4ygpsp,
I requested original email files in EML or MSG format. On October 5th, 2024, you sent an email with attached screenshots and videos. However, I noticed that there isn’t any message where you explicitly requested the closure of your account due to a gambling problem. The email you sent to Curaçao eGaming and the casino did not make a direct request to the casino.
You mentioned sending multiple emails regarding the non-functioning self-exclusion option and your request to close your account, but I have not received copies of those communications. Additionally, some of the screenshots you provided do not have dates, which makes it unclear when those emails were sent.
Please provide your complete communication with the casino before you submitted you complaint to the regulatory body.
Thank you.
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1 month ago
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There is no longer a need to file a complaint with the supervisory authority. I have already done that. I will now also take further legal action against the casino in Austria. I do not expect an agreement to be reached via Casino Guru, as the casino does not care about such platforms. My main concern is that the reputation is adjusted. The many complaints that are now being made here no longer match the reputation you have given.
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1 month ago
Dear 6qnb4ygpsp ,
It appears that my inquiries and requests are not being addressed. If you are unable to provide the requested documents, we cannot proceed with the investigation of your case. If you wish to continue, please provide the necessary correspondence. I understand that the translation of my previous message may not have been accurate and could have led to confusion, so let me clarify what I am requesting from you in German:
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1 month ago
Translation
I would like to see your correspondence with the casino from the time the issue with the self-exclusion button first occurred. Please also include any communications where you specifically requested the closure of your account directly with the casino, especially those that you claim went unanswered.
Thank you very much!
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1 month ago
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You have already submitted the conversation transcripts!
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1 month ago
Dear 6qnb4ygpsp,
It seems there may still be some misunderstanding regarding my request. As of now, I have not received any concrete proof that you have formally requested to be self-excluded from the casino due to a gambling problem. While it's true that the self-exclusion button on the casino's site is not currently functioning, you have not sent any direct communication to the casino explicitly requesting that your account be locked or mentioning a gambling issue.
I’m becoming increasingly unclear about the situation. After discovering the issue with the self-exclusion button, you began sending emails to Curaçao eGaming Licensing Authority (CEG), which, as I’ve previously pointed out, is not the regulatory body for Immerion Casino. Instead, the casino is in the process of obtaining a license from the Curaçao Gaming Control Board (GCB).
You’ve raised several concerns about the casino and even threatened legal action, but I still fail to understand the basis for your claim of being entitled to a €1,000 refund. It appears your complaint is not related to a failure of the casino’s self-exclusion or responsible gambling policy.
Could you please clarify what is happening and provide further details on your request?
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1 month ago
Translation
In the meantime I have already reached an agreement with the casino
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1 month ago
Dear 6qnb4ygpsp,
Does this mean we can consider your issue resolved and proceed with closing the complaint?
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1 month ago
Translation
Yes. Regarding your repeated statement that you do not understand on what basis a refund of 1000 euros is being demanded, I make the following statement:
- I have never asked for a refund, just a downgrade of reputation! I don't know why the facts are always twisted in favor of casinos?!
- You should also look into the legal situation in the countries where the players are playing! For this reason alone, a refund would be possible in most cases!
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1 month ago
Dear 6qnb4ygpsp,
Thank you for the clarification. I will proceed to mark the complaint as "resolved" in our system.
Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!
Best Regards,
Kubo
