Immerion Casino - プレイヤーのアカウントがブロックされました。

I would like to file a complaint against immerion casino. I have been able to deposit and play despite setting a monthly limit of $1 per month. I have emailed the casino regarding this and requested a refund on the deposits I managed to make. The casino blocked my account and refuses to respond. As this violates responsible gambling, I request a refund of the deposits I managed to make.

Hello ewe1993,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Immerion Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? What kind of limit did you set exactly? Is there any evidence of requesting or setting that limit? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello! I am not yet verified (KYC) I deposited a limit of 1 USD per month. I have screenshots of the deposit limit and also my deposits. I started a case with the casino 2 days ago and then they blocked my account and have not responded.

Hej! Jag har ännu inte verifierat mig (KYC) Jag satte in en gräns på 1 USD per månad. Jag har screenshots på insättningsgränsen och även mina insättningar. Jag startade ett ärende till casinot för 2 dagar sedan och då blockerade dem mitt konto och har inte svarat.

I have been in contact with immerion casino and they are willing to refund my deposits. The case is now solved

Jag har varit i kontakt med immerion casino och dem är villiga att återbetala mig för mina insättningar. Fallet är nu löst

Dear ewe1993, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru 

We’ve reopened this complaint at the request of ewe1993. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank you for reopening the case.

Tack för att ni återöppnade fallet.

Dear Ewe1993,

Your case has been reopened following the new submission regarding your refund. Please note that a standard withdrawal typically takes around 14 days to process, and refunds may take even longer. Could you kindly provide evidence of the casino agreeing to refund the money? Additionally, did they give you a time frame for when you should expect to receive it?

Thank you for your cooperation.

Best regards,

Nick

Yes i have emails that they confirm that they have intiated the refund on the 10 September And they told me it can take up to 30 days. I have also screenshots of conversations with my bank that immerion haven’t intiated any refunds on my account and according to the banks it should not take more then 5 bank days after they have intiated the refunds. So i asked immerion if confirmation documents showing the transactions so my bank can locate it. But they stopped answer me.

Dear Ewe1993,

If the casino has stated a one-month timeframe, I would recommend waiting for that period to pass. However, if it takes longer than expected, we would be happy to assist and intervene if necessary. Please keep us informed of any updates.

Best regards,

Nick

I see! The problem is that it has been 20 days now since they started the refund. But my bank can't see it in their system? And according to them, it takes no more than 5 banking days after a company initiates a refund. Which makes me wonder if it's a scam?

jag förstår! Problemet är att det har gått 20 dagar nu sen dem påbörjade återbetalningen. Men min bank kan inte se det i deras system? Och enligt dem tar det inte mer än 5 bankdagar efter det att ett företag påbörjat återbetalning. Vilket får mig och fundera om det är scam?

Dear Ewe1993 and Casino Guru!

We have mailed you a letter containing the ARNs for all refunds that we have successfully processed.

By providing these ARNs to your bank, you will be able to track the payments.

Best regards,

Immerion Represenative

Dear ewe1993,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.