Immerion Casino - プレイヤーの出金が遅れている。

 I requested the money for more than a week ago, but it was processing too long then I contacted support staff both via chat and email several times. Sept. 2nd they sent it to their financial department for "urgent" processeing. Each time I got different explanations, they blame technical problems or unforeseen circumstances. They promise that the money will be paid out within 24 hours, or 72 at the most, but than on Sept. 06 I received the message that the withdrawal was canceled.

Now I am waiting for them to return the money to casino account, but even that takes time. This is very bad experience and I hope you will help me to solve this with the casino.

Dear Yoga505,

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

Dear Yoga505,

Have you received your withdrawal from the casino yet?

No, I haven't.

I got the money back in the casino balance yesterday, and they told me to use an alternative card to withdraw the money. Since I don't have that many credit cards, I asked to withdraw money to an online wallet, and I'm waiting for a resolution again.

Requested a new withdrawal for 2 days ago, and still waiting. I should first deposit through deposit method that I wanted to use for a new withdrawal attempt. And than I needed to wager about 76 € first , ended up with 470 after that, which I withdraw.

Please, close this as resolved. Finnaly I received the money, but it was quite bad experince... it is unacceptable to wait 2 weeks for the payout. Thank you for your help! 🙏🏻

Dear Yoga505, 

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