Immerion Casino - O levantamento dos prémios dos jogadores está atrasado.

On 5/26 Immerion Casino rejected my withdrawal request of $552 usd made on 5/24. This amount was not won using any bonuses. I was informed to wait 2 weeks to perform "security checks" despite having already made a successful withdrawal previously. I am filling a complaint for the unnecessary stalling tactics used for wagers won fairly. Will update this thread after I engage customer service on 6/9 which is when the 2 week period will have elapsed.

Dear sejiweji,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, 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,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear sejiweji,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Dominika-hope you are well!

I reached out today (after the 14 day time period) and was told they were still running checks and I could not withdraw. Attaching the screenshots here. Is there any way you can help speak to them so that I may withdraw my funds?

Best,

Sej

Dear sejiweji, please allow me to ask you a few questions, so I can understand the whole situation completely.

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? 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.

Hi-to answer your queries:

1. Yes I have made a successful withdrawal beforee
2. Yes I verified my ID with photo identification
3. My winnings were NOT using any bonuses

Screenshots of communications from the original withdrawal request date (5/26):

Screenshots of communications from two weeks after the withdrawal request date (6/9):

Thank you for your assistance. I really appreciate it.

Dear sejiweji, has the casino given you any indication of how much longer the "checks" might take, or are they still refusing to provide a timeframe?

Which games did you primarily play during the session(s) where you accumulated your winnings?

Based on your communication with the casino, do I understand correctly that the ongoing checks are related to your gameplay activity, or does it seem more connected to account verification?

Hi they initially cited 14 days tops-but after 14 days they've said its going to take an indefinite amount of time (screenshots show this).

I played live dealer baccarat for the winnings and no other game.

The checks seem related to my gameplay activity.

Dear sejiweji, do you have any updates regarding the checks?

Hi Dominika-hope you are well,

No they still have not provided an update and they are still not letting me withdraw. It has 18 days since my withdrawal request. They had mentioned 14 days max and still withdrawals are disabled. I asked chat again-and they are giving me the exact same response. Is there anything you can do?

Thank you very much, sejiweji, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear sejiweji,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Immerion Casino representative to join this conversation and participate in resolving this complaint.

Dear Immerion Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Sejiweji and Casino Guru,

We have relayed all the information to our KYC Department.

Please be assured that your request is under review and will be addressed at the earliest opportunity.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

Immerion Casino Representative

Dear Immerion Casino,

Please keep us updated regarding the matter.

I'll be awaiting your reply.

Dear Immerion Casino,

I want to inform you that this is your final opportunity to resolve the pending complaint submitted by the player. Despite our previous communications, the issue remains unresolved.

I would also like to highlight that cases involving your casino have been taking an unusually long time to reach resolution. This creates a frustrating and negative experience for the players, which ultimately reflects poorly on both your operation and our platform.

Due to the growing number of ongoing complaints, this matter was discussed during our recent internal meeting, where it was decided that it requires immediate attention.

If we do not reach a satisfactory resolution within the next 7 days, we will proceed to close the complaint as unresolved.

Additionally, please be aware that failure to address this issue will result in a negative impact on your safety index, which will affect your overall standing on our platform.

We urge you to prioritize dealing with this situation and take the necessary steps to resolve it without further delay.

I see the withdrawal option has been enabled and so I have made a withdrawal request.

Update:

1. Withdrawal was cancelled by Immerion
2. Funds are back in account
3. Withdrawals are disabled again

Dear Sejiweji and Casino Guru,

The player has been successfully verified and is now eligible to withdraw their funds.

Respectfully,

Immerion Casino Representative

Dear sejiweji,

Could you please request a withdrawal and let me know once you do that?

I'll be awaiting your reply.

Withdrawal initiated.

Dear sejiweji,

Thank you for your response and the information you have provided.

Please let me know once you receive the funds.

I'll be awaiting your reply.

Hi I just received my funds. Stefan I just want to thank you so much for helping me here. It was stressful not knowing if I'd receive my funds but you helped resolve my worries in such a professional way. Thank you once again!

Dear sejiweji,

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,

Stefan Manson

Casino.Guru