Immerion Casino - 決済が遅延しているとのクレームがあります。

Good afternoon,

This casino offers instant withdrawals and I've always lost with them, but today I got lucky for once.

I have made 4-5 withdrawal requests and none have been processed, when in previous cases it has taken 1 minute.

I also have a closed bet from half an hour ago and they don't want to add the money to my account so I can continue playing. They accept the result as valid and it appears closed, but they don't want to add the money. They tell me I have 5 hours to do it whenever I want.

Buenas tardes,

Este casino realiza las retiradas instantáneas y siempre he perdido con ellos y hoy por una vez he tenido algo de suerte.

He realizado 4-5 solicites de retiros y no han tramitado ninguna, cuando en veces anteriores han tardado 1minuto de reloj.

Aparte ahora tengo una apuesta cerrada de hace media hora y no quieren añadirme el dinero a la cuenta para seguir jugando, dan el resultado por bueno y aparece cerrada pero no quieren añadirme el dinero, me dicen que tienen 5horas para hacerlo cuando quieran.

Dear player,

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 the 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

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Juan2287 and Casino Guru,

Thank you for bringing player's concern to our attention. We wish to highlight that our Terms and Conditions outline expected withdrawal times:

7.9. Withdrawal processing times depend on the payment providers and methods Players use. Usually it can take up to 72 hours but not limited. Once a withdrawal has been processed successfully and released, a time period will apply depending on the payment method being used.

The player's request was created less than 12 hours after creating the withdrawal requests, well within the noted timeframes. All withdrawals created since then have either been processed fully or canceled by the player. At the moment, no pending withdrawal requests exist and player's game balance is empty.

As such, we consider this complaint as unfounded and hope for everyone's understanding.

Respectfully,

Immerion Casino Representative.

Look, it's true that I canceled the withdrawals of course because I was still playing, but they play with us too, when they are small withdrawals it doesn't even take 10 seconds and when they are over €100 it takes more than 72 hours, to have the possibility of withdrawing, before that possibility did not exist and now suddenly it does, it seems to me a very deceptive practice, I show you that I make instant withdrawals but when they are large amounts I take as long as possible to see if you cancel it and they always win.

Aside from the fact that crypto withdrawals are instant, they didn't do them either. It's a real shame how they treat players.

Mira que es cierto que yo cancele los retiros por supuesto porque seguía jugando, pero que ellos juegan con nosotros también, cuando son retiros bajos no tardan ni 10 segundos y cuando son superiores a 100€ tardan más de 72h, para tener la posibilidad de retirar, antes no existía esa posibilidad y ahora derrepente si, me parece una práctica muy engañosa, de te muestro que hago retiros instantáneos pero cuando son de cantidades tardo lo máximo posible para ver si así lo cancelas y ellos ganar siempre.

A parte que los retiros en cryptos son instantáneos pues tampoco los realizaban, una auténtica vergüenza como tratan a los jugadores

And indeed they have managed to prevent me from having any withdrawals because of them and because they did not credit them to me, they should return the amounts to me but that is impossible. We know that they will never do that practice, they take advantage of us.

Y efectivamente han conseguido que no tenga ningún retiro por su culpa y el no acreditarmelos, deberían devolverme las cantidades pero eso es imposible sabemos que nunca van hacer esa práctica se aprovechan de nosotros

And now, coincidentally, in our email conversation, my response is being returned. How curious when emails have been sent these past few days, right? It's curious that when I was supposed to reply to close the account, you didn't let me send the email. Very deceptive practices.

Y ahora casualmente en nuestra conversación de correos electrónicos mi respuesta sale devuelta, que curioso cuando se han mandado correos durante estos días no? Curioso que cuando debo contestar para el cierre de la cuenta no me dejé enviar el correo, prácticas muy engañosas

Here is the evidence, they make a retreat that is more recent than the others

Aquí están las pruebas, hacen un retiro que es más reciente que los otros

Dear Juan2287 and Casino Guru,

As each withdrawal is processed separately, it is not guaranteed that each will be processed at the same time and in the order of their creation. At the moment we can see that the unfinished requested from the screenshot made today were canceled on the player's end before the team had a chance to fully process them. Once more, no pending withdrawal requests or game balance remain currently.

Respectfully,

Immerion Casino Representative.

Good morning,

I want to make you aware of the activity this casino carries out with ybets. They are the same casino, and it turns out that at ybets I am banned for addiction. Here they have allowed me to play everything and more.

I've been requesting an account closure for weeks. Now, why is my chat disappearing? Because I spoke to ybets and immerion at the same time, and they were the same person/bot, with the same responses. Why do they let me play if I'm banned? This casino is a scam. They play with withdrawals, selling it as instant withdrawals, and only selling what interests them.

They keep sending advertising, anything to continue deceiving people.

Buenos días,

Quiero poner en conocimiento la actividad que realiza éste casino junto ybets, son el mismo casino y resulta que en ybets estoy prohibido por adicción aquí han permitido que juegue todo y más.

Llevo semanas pidiendo el cierre de cuenta, ahora me desaparece el chat porque? Porque hablé a la vez con ybets e immerion y eran la misma persona/bot, mismas respuestas, porque me dejan jugar si estoy prohibido? Es una trama este casino, juegan con los retiros, venden que es instantáneo y solo lo que les interesa.

Siguen mandando publicidad, cualquier cosa para seguir engañando a las personas

Now they have proceeded to close my account because they say that I have sent an email saying that I have an addiction, that email has been sent to YBETS, I have never indicated this to IMMERION, another proof that they are the same, they have allowed self-excluded people throughout Europe and they have not cared, I have proof of everything and I am going to report it, if they do not decide to collaborate and reimburse me for everything spent, in my country for that there are fines of up to € 100,000, but they have just confirmed to me that they are the same and they have closed my account for addiction without me ever telling them.

Ahora han procedido a cerrar mi cuenta porque dicen que he enviado un correo diciendo que tengo adicción, ese correo ha sido enviado a YBETS nunca les he indicado eso a IMMERION otra prueba más de que son los mismos, han permitido gente autoexcluida en toda europa y les ha dado igual, tengo pruebas de todo y voy a denunciarlo, sino deciden colaborar y reembolsarme todo lo gastado, en mi país por eso son multas de hasta 100000€, pero me acaban de confirmar que son los mismos y han cerrado mi cuenta por adicción sin yo decírselo nunca

Dear Juan2287 and Casino Guru,

We have received email from the player, sent to hello@immerion.info and support@immerion.com, where the player mentions gambling problems they have. As per our duties with responsible gambling, the player's account was closed permanently. Player's game balance was empty at the moment of closure.

Respectfully,

Immerion Casino Representative.

I haven't mentioned that at any point, I said I indicated it on YBets and attached a screenshot of Ybets, I haven't mentioned that I had it, you are acting under the name of two casinos and this is not going to stay that way.

In my email I indicate verbatim: from Ybets INCAIS that I have problems.

I don't claim that at any point.

Another crime

No he mencionado eso en ningún momento, he dicho que yo lo indique en YBets y adjunté pantallazo de Ybets, yo no he mencionado que tuviera, estáis actuando bajo el nombre de dos casinos y esto no va a quedar así.

En mi correo indico textualmente: desde Ybets INCAIS que tengo problemas.

Yo no lo afirmo en ningún momento.

Otro delito más

Dear Immerion Casino, thank you for the information provided regarding this case. I appreciate your prompt response.

Dear player, thank you for your patience and for providing the additional details.

I’ve reviewed the information, and I have a few follow-up questions to help clarify the situation. In addition to the email you sent yesterday regarding the account closure, could you please send me the other account closure requests or any related evidence you mentioned?

Please note that the casino has the right to close accounts if they have concerns related to responsible gambling.

Of course I have everything although they have deleted the history and I can't access the chat.

Their practice is to give me no deposit bonuses, I also have screenshots of that.

I am attaching the closings, withdrawals and two bets that they did not tell me the result and did not want to return to me.

Por supuesto tengo de todo aunque ellos han borrado el historial y no puedo acceder al chat.

Su práctica es la darme bonos sin depósitos, también tengo capturas de eso

Te adjunto de cierres, retiros y dos apuestas que no me dijeron el resultado y no quisieron devolverme

If you need more, don't hesitate to ask.

Thank you

Si necesitarás más no dudes en pedirlo.

Gracias

Dear Casino Guru,

Appropriate recorded communications with the player were sent via email to Dominika, including steps taken in regards of player's closure requests made to the team.

Respectfully,

Immerion Casino Representative.

Dear Immerion Casino, thank you for the information and the evidence you’ve provided. I have reviewed all the relevant evidence from both sides, and I appreciate your prompt response.

Dear player, thank you again for your patience and for providing the additional evidence. After reviewing the information from both sides, I would like to clarify the situation.

The account closure requests you submitted did not specifically mention gambling addiction. As such, we are unable to address this issue based on responsible gambling grounds, as this is a key aspect for us to consider such matters.

However, please note that the casino does have the right to close accounts if they have concerns regarding responsible gambling. In your case, the account was closed with no remaining balance at the time, and unfortunately, we are unable to take further action.

At this point, I can only recommend how to self-exclude properly in the future. When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.