Immerion Casino - Der Rückzug des Spielers hat sich verzögert.

Hi Casino Guru and all members Casino Guru

My bad experience from Immerion casino, but I think they look like a scam from what they do.

- I withdrew money from Immerion but can't withdraw. They claimed, "Your previous bets are being reviewed by the game or sport provider to ensure fair play. You can withdraw again once the review is completed." The time used was one month. For me, that's a lie.

- After 1 month, I tried to withdraw money again but couldn't. This time, they claimed, "You need to complete KYC verification. For further assistance, contact the support team." It has been 2 months since then, and I still can't.

I had deposits and withdrawals before that and there was no problem, but this time it wasn't like that. And if Immerion casino want to do KYC, Should do it from the moment you sign up, not when the player wins and withdraws.

Based on this behavior, I think it's probably a scam website or a criminal organization. But if I'm wrong, why can't I withdraw money ? It's been three months....

Hello,

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 exactly did you make the last successful withdrawal, and how many days did it take to be processed?
• Could you please clarify if you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Important Notice:

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When exactly did you make the last successful withdrawal, and how many days did it take to be processed?

October 18,2024 , one day only.

Could you please clarify if you have passed the KYC verification?

Idon't know, He requested one document at a time 1 week or more to reply e-mail, as if he didn't want to pay the withdrawor.

Did you accumulate your winnings with or without an active bonus?

-I think no

Thank you very much for your reply. When was the last time you attempted to contact the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Sri6395 and Casino Guru

Thank you for contacting us in regards to the player's concern. At the moment, all player's withdrawals have been successfully processed and their game balance is empty, with no pending withdrawals remaining.

Respectfully,

Immerion Casino Representative.

Dear Sri6395,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru