Immerion Casino - プレイヤーの引き出しが遅れています。

On August 18th I made a withdrawal request of $1000 USDT at 18:10pm and it was fully processed and paid by 22:19pm, I then made a second withdrawal request of $1000 USDT on August 19th at 00:22am which is still processing as of now on August 22nd nearly 96 hours after the request.

I have contacted support about this issue and have been informed it was forwarded to the finance department and would be paid out as soon as approved and that I just needed to wait, I have heard nothing back as of yet regarding this matter and customer service was not able to offer an estimated time frame for how long this process would take.

I would have liked to have found out why the first withdrawal was processed so quickly and the second withdrawal has been delayed nearly 96 hours with no explanation; this is a shame as I had really enjoyed playing through this casino and am now hesitant to deposit more funds until this issue has been resolved

Dear Orithor,

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,

Kristina

Thank you for the prompt reply, my only concern is this withdrawal request was placed a couple of hours after the first one had been completed.

There has been no explanation for the delay only that it is in the que and has been forwarded to the finance department for payout, I used crypto as it is supposed to be faster and keeps the casino transactions off my bank statements but I've never waited more than 24 hours when withdrawing fiat currency from other casinos.

I would be more assured if customer service could explain what the delay is rather than just asking me to continue waiting; for example if they needed to load more USDT onto their wallets for those particular currency withdrawals or if a technical error has occurred.

Best regards,

Orithor

Edit: I have since been in touch with customer service who has assured me they are experiencing temporary delays in processing payments and they are confident this issue will be resolved soon and outstanding payments will be made promptly; I will post again if the problem has been resolved or not

I am pleased to say that after extensive communication with the casinos customer service this withdrawal has now been processed and has been received in my crypto wallet.

I would like to add that in future the casino could avoid a lot of these complaints by instructing customer service reps to inform the customer why the delay has happened as being told to wait only further increased the anxiety regarding the delay, however I will say their customer service has been excellent during this unfortunate incident, friendly, well mannered and very fast replies.

If the slow withdrawal times could be addressed then I forsee this becoming a casino I use exclusively.

Best regards,

Orithor

Dear Orithor and Kristina!

We sincerely apologize for the inconvenience caused by the delay in processing your withdrawal due to a technical issue.

The issue has now been resolved, and we have promptly processed your withdrawal.

Thank you for your patience and understanding during this time.

Best regards,

Immerion Representative

Hello everyone,

Thank you both for your replies.

Dear Orithor,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru