Immerion Casino - プレイヤーの撤退が遅れています。

I've been having a problem with withdrawing funds for the past 20 days. It won't let me choose a withdrawal method; it just says it's being processed.

Εχω πρόβλημα με την ανάληψη εδώ και 20 μέρες δεν αφήνει να επιλέξω καν τρόπο ανάληψης μου γράφει ότι είναι σε επεξεργασία

Dear Loukman22,

Thank you very much for submitting this complaint. I am sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you made any successful withdrawals from this casino before?

Have you passed the full KYC verification?

Have you selected the same payment method for withdrawing your winnings as you used for depositing?

Please send me a screenshot of the withdrawal that is being processed in your account.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

This is my first withdrawal from this casino. I have not been asked to do Kyc verification. It does not even give me a withdrawal method option as you can see in the photo.

I am providing you with screenshots below:

είναι η πρώτη μου ανάληψη από αυτό το καζίνο. δεν μου έχει ζητηθεί να κάνω επαλήθευση Kyc. Δεν μου βγάζει καν επιλογή τρόπου ανάληψης οπως Θα δείτε και στην φωτογραφία

Σας παραθέτω σε στιγμιότυπα οθόνης τα παρακάτω

Thank you for sending me the screenshot. It seems that the withdrawal is currently not possible because your gameplay is being investigated.

Could you please specify what types of games you played?

Did you play with or without a bonus? If you played with a bonus, kindly send me a screenshot of it or a link to it.

Thank you for your patience and cooperation.

The thing is that the customer service of the casino I sent them told me that the process takes 14 days and a month has passed. As for the bonus and the games, all the winnings were with spins. Also, the money I was playing was clean, my deposit money was not from any bonus money.

Το θέμα είναι ότι στην εξυπηρέτηση πελατών του καζίνο που έστειλα μου είπαν ότι διαρκεί 14 μέρες η διαδικασία και έχει περάσει ένα μήνας. Όσο αφορά το μπόνους και τα παιχνίδια όλα τα κέρδη ήταν με σπινς. Επισης Τα χρήματα που έπαιζα ήταν καθαρά τα χρήματα κατάθεσης μου δεν ήταν από χρήματα κάποιου μπόνους.

Thank you very much, Loukman22, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Loukman22 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Immerion Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Dear Loukman22 and Casino Guru,

Our team conducted an inspection of the player's game session.

However, the player proceeded to utilise his balance before the conclusion of the inspection.

Respectfully,

Immerion Casino Representative

Thank you for the update Immerion Casino representative.

Dear Loukman22, can you confirm you have used your funds as the casino representative stated? Thank you in advance!

Yes I used them after 1.5 months of waiting for the casino to complete the audit which never did. It is the worst experience I have had at a casino and that is why I closed my account there.

Ναι τα χρησιμοποίησα μετά από 1,5 μήνα που περίμενα να ολοκληρωθεί ο έλεγχος από το καζίνο που δεν ολοκληρώθηκε ποτέ. Είναι η χειρότερη εμπειρία που είχα σε καζίνο και αυτός είναι ο λόγος που έκλεισα τον λογαριασμό μου εκεί.

Dear Loukman22, I understand your frustration but I advise patience if a similar situation arises in the future as unfortunately, we cannot assist further in this case. Due to that reason, 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.

Kind regards,

Peter