The player from Austria expresses 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 has not responded, leading the player to believe it profits from vulnerable individuals.
Immerion Casino - Player struggles with self-exclusion at casino.
Amount: €1,000
Immerion Casino
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Case opened
Current status
Waiting for casino to reply
4d 4h 10m 49s
Case summary
2 days ago
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3 weeks 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 weeks 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 weeks 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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1 week 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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1 week 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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3 days 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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3 days 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 days 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
Immerion Casino has 4d 4h 10m 49s to reply
