Immerion Casino - プレイヤーのアカウントは閉鎖されました。

I took the 25$ no deposit bonus that I got from email, I completed all bets, I contacted support for withdrawal procedures and requirements, I was told to make the first deposit, even 1$, I made a deposit of 2.5$ USDT TRC20, and I played the balance deposit with 3x bet. and I played and my balance increased from 50$ to 75$, the first withdrawal was 25$, the second was 50$. I waited almost 8 hours for my withdrawal to be rejected and my balance was 0$, the casino couldn't solve the problem with my account, now my account is permanently blocked for no apparent reason

Dear bandardrop,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• When did you create your account and when was it closed?

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

1.I play on slots 2. I didn't find the KYC menu on the immerion casino site and I wasn't asked for KYC but I was asked to make a first deposit 3. I registered there 16/12/2024 and my account was closed after depositing and making a withdrawal 21/01/2025

Thank you very much for your reply, bandardrop. Have you tried contacting the casino regarding the blocked account? 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.

this is proof of conversation before my account was blocked,

Thank you very much, bandardrop, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

is there any good news for me

Hello, bandardrop,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Immerion Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Please note that although it is alright if the casino decides to close a user's account, it has the right to do it - any account and anytime, even without providing a reason. But we accept it in case the user's entire balance is paid in full, definitely not in case anything from the player's funds/winnings should be confiscated.

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you. Looking forward to hearing from you.

Dear Casino Guru,

We have identified numerous duplicates of the player that were created for the purpose of using no deposit bonuses.

We are prepared to provide you with all the relevant details via e-mail.

Respectfully,

Immerion Casino Representative

Greetings all,

I am sorry for the delay.

Thank you for your response and additional information, Immerion team!

Feel free to send the relevant details to my email (branislav.b@casino.guru).

Thank you. Looking forward to hearing from you.

Dear Casino Guru,

We have sent a letter with all the details to your e-mail address - branislav.b@casino.guru

Respectfully,

Immerion Casino Representative

Dear bandardrop,

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and bonus abuse. Based on the provided documentation, it would be likely impossible to prove otherwise.

The casino acted in accordance with its terms and conditions, which you accepted upon registration(s).

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR.

Thank you very much, Immerion Casino Team, for providing information and for your cooperation! I wish all casinos would cooperate like Immerion! Great!

Best regards,

Branislav, Casino.Guru