The player from Germany, after registering and achieving a large win, faced delayed withdrawal. The casino, which advertised quick withdrawals and no KYC checks, requested documents for verification and subsequently cancelled the player's withdrawal. The player claimed this was an intentional act by the casino to make him lose his winnings. He also claimed that the casino's advertising of 'NO KYC' was misleading. The casino responded by stating that they had the right to carry out additional KYC procedures for any withdrawal and that the player's game session was under review due to unusual activity. The player then gambled away all his winnings and threatened legal action against the casino. We concluded that the player was responsible for his account and wagers, and his impatience led to the loss of his winnings. The complaint was thus rejected.
Inmerion Casino - Player’s large withdrawal has been delayed.
Amount: €8,200
Inmerion Casino
Safety Index:Fresh casinoOther
REJECTED
Case summary
I registered with the casino on 01.03.24 and made a small deposit. I was extremely lucky and even had a 15000x MAX-win.
I made an initial withdrawal. The casino openly advertises "quick withdrawals" and NO KYC even for higher winnings.
When the withdrawal was not processed after several hours, I enquired in the chat-support.
Normally the withdrawal would take 3-4 hours in "rare cases" 48h -> from this moment on I had a bad feeling.
After several enquiries, after the 48h had passed I received a KYC email ("for the security of my account") 🙂
So much for quick withdrawals and NO KYC even for high amounts.
I provided the documents. The next shock - supposedly, the game provider has to handle the KYC, which can take up to 10 days.
My withdrawals were cancelled.
To me, this seems like a delay tactic and a refusal to pay out the winnings. Please investigate this case and also get in touch with the game provider, PragmaticPlay! More and more instances are accumulating where the casinos are delaying or refusing payments.
Dear schmiederkay84,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Do I understand correctly that your payment is still pending inside the account without being processed?
- Could you please specify how many days ago was your withdrawal requested?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
Dear Casino Guru Team,
with all due respect for your work. But it is exactly the same owner as bitspins.io Casino, the same IP addresses, the same chat staff, and the same messages.
That's exactly what you advised me to do in my last complaint and nothing happened! The casino didn't even reply to your messages! Until the case was closed without result.
I had to get my money back with the help of PragmaticPlay!
The casino advertises anonymity and fast payouts! Only in special cases do you reserve the right to request KYC. I still sent all the requested documents.
But I was told straight away that this could take up to 10 days. Because the game provider carries out the check. I have never heard of it.
And from the last case I know that nothing will happen even after 10 days.
Yes, the withdrawals were canceled today after 3 days of waiting.
Dear CasinoGuru and schmiederkay84!
KYC procedures represent a standard practice implemented across all casinos.
In this specific case, our system detected some unusual gaming activity.
Please note, that we have forwarded the game session to the game provider for their thorough examination.
Acknowledging that the provider's check may extend to a maximum of 10 business days, we consistently endeavor to expedite this process on behalf of our valued customers.
Transparent communication remains a priority, and we have informed the client about the anticipated timeframe for the provider's examination.
Respectfully,
Inmerion Representative
Dear Inmerion team,
I have ZERO understanding for such handling!
"Fast payouts" and "NO KYC even for large payouts" these are your promises and your advertising on the homepage of your casino.
And if the player is lucky and gets a MAX-WIN - they hide behind their terms and conditions where it says "...we reserve the right..." - and of course in this case it is the case that the KYC data is required.
And furthermore, it is not the case that you "freeze" the money until the end of the check - but simply "cancel" the payouts and the money is available to the customer again.
In doing so, you consciously accept (or even want) that the player will gamble away a large part of his winnings.
This has nothing to do with "transparency"! They couldn't/or didn't want to give me an answer to my questions about where exactly the "unusual gaming activities" occurred or which provider carried out the check.
You have my documents and I would like to request that they be processed as quickly as possible.
Hi schmiederkay84,
Please be aware that it is not uncommon for a player's game session to be reviewed by the game provider after a significant win.
I understand your frustration, but please bear with us until the investigation is complete. In the meantime, please keep me informed of any further developments.
Thank you.
Dear Casino Guru Team,
As in my other case, they are apparently not really willing to support the players with their problems.
The casino actively advertises "fast payouts" and "no KYC even for large payouts" -> there is no reference to the terms and conditions here or a note that this only applies to a limited extent. The casino consciously and intentionally deceives the players - only to then refer to the terms and conditions in the event of a payout -> the fraudulent actions...
And it happened as it had to happen! The casino didn't freeze the withdrawal or leave it in the status of being processed, but rather canceled it and credited it back to my account!
I wonder why? Correct to consciously and intentionally accept that the player will gamble away his winnings again.
I sent the casino a claim for damages today and will also sue for this amount. Apparently I can't rely on your support, which is a shame.
I will also publicize the case on YouTube.
Kay Schmieder
Dear schmiederkay84!
According to the paragraph 8.9 in our Terms and Conditions, Inmerion reserves the right to carry out additional KYC verification procedures for any withdrawal:
https://inmerion.com/main-info/terms-using
It is noteworthy that by creating your account, you agreed to this particular term.
An additional review of the gaming session is a standard practice, and we are committed to expediting this procedure for your convenience.
We appreciate your understanding in this matter.
Respectfully,
Inmerion Representative
Dear Inmerion team,
Unfortunately, you are completely unable to respond to my argument or answer my questions (or you don't want to!).
One last time -> Your casino actively advertises "NO KYC" on the homepage - no comments or a reference to your terms and conditions, just NO KYC (that means you are deliberately lying to the players who register on your platform)...
This has NOTHING to do with your terms and conditions which you refer to all the time. For me, this is active and deliberate customer fraud. Therefore, even after my deadline, I will file a criminal complaint against your company....
And apparently I'm not the only one injured - so we're currently even pursuing a class action lawsuit against your company...
You also deliberately canceled my payout and credited the amount back to my account, so that you fraudulently accept that I / the player will gamble away his winnings again (here too, I am not the only injured party).
I maintain my claim for damages. After the deadline, the announced funds will be put into action.
You should be ashamed of yourself!
Hi schmiederkay84,
I understand your frustartion but the casino has all the rights to check your game session. I agree that it would be ideal to block the requested withdrawal completely and not to put the amount back into playable balance, but please remember that the player is the only one responsible for their account, active balance and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late and remain patient during the process.
Since you refer to a claim for damages I assume that you played some of your winnings already?
- How much is your active balance now?
Thank you.
Hello Petronela,
I think your answer is a bad joke! I'm sorry, but for me this has nothing to do with helping the player, which is what you're doing here.
- I have proven with screenshots that the casino clearly promises "NO KYC" on the homepage. There is no marking here (for example * or a link to the terms and conditions). If the terms and conditions say otherwise, this is clearly intentional misleading or even fraud!
- I probably wrote to you on the first day! It was you who told me to wait! Even though I said from the beginning that it was a fraudulent act
- According to the casino's statements "maximum 10 working days" (see the casino's answer above) -> and what happens now after 10 working days? Correct! Nothing!
- To cancel the amount and credit it back to the account - > even though, according to the casino, they have to verify my identity to protect my account? Honestly, why does the casino do this? And why is the KYC process being dragged out so long or not being done at all (because so far I have had no feedback on this).
- If the casino had fulfilled their promise of "NO-KYC", my balance would have been paid out and done - or at least they would have blocked it while they checked the KYC data (and you don't need 10 working days for this either!).
The total amount is gambled away, just as the casino apparently wanted!
But I sent the casino a claim for damages along with a deadline. And I will be suing the casino and have also contacted the authorities and other streamers to explain this case to as many people as possible. And to warn about this casino.
I have not received an answer or been offered a settlement payment. Therefore it will probably be the legal route.
Hi schmiederkay84,
Even though the casino may advertise itself as not requiring KYC (Know Your Customer), which I didn't find explicitly stated on their website, they reserve the right in their terms and conditions to implement KYC procedures in special cases. Additionally, your withdrawal wasn't cancelled solely due to KYC requirements, but also because the system detected unusual game activity, prompting the need for your game session to be checked by the game provider.
In such instances, we strongly advise players to exercise patience and fully cooperate with the casino. Unfortunately, instead of waiting, you chose to play all your winnings. It's essential to note that players bear sole responsibility for their accounts, active balances, and all wagers placed. For future reference, we encourage you to contact us as soon as issues arise so that we may intervene promptly and we recommend maintaining patience throughout the process.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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