Immerion Casino - Вилучення гравця відбувається із затримкою та є невизначеним.

Good afternoon, I requested the withdrawal of the amount I won more than 48 hours ago, the casino's chat employees are inconsistent in the clarifications they give me, some say that the withdrawal has already been processed, others say it hasn't been processed yet, now they say they have a technical problem, they don't send me any proof that the amount was sent, they keep saying that I will receive the money but still nothing. In fact, they said that they were awaiting approval from my bank to enter the amount, I contacted my bank and they informed me that there was no amount pending approval and that approval was not necessary. Am I being deceived? I'm talking about the online casino https://immerion.com. What feedback do you give me about this casino? can you help please? thank you very much

Dear Dtlopes,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

good morning! So 14 days? Do we continue with incoherent responses? I already count 6 different types of responses: everyone but all the operators said "it has already been processed, we are waiting for your bank to accept it", another employee said "24 hours", several employees said "42 hours", another said "72 hours", after When asking another employee about the inconsistency of the answers, I got the answer "there was a technical problem". Do you need prints of the conversations? When I called my bank asking if they had any outstanding amounts to approve, what they said was that an international transfer would take 48 hours and that bank approval was not required for the money to come in. How did we end up? Can you trust? Isn't 14 days excessive for a gambling house? Does it make sense for so long? Does it make sense so many different excuses? Can you have credibility? It's been more than 72 hours. How am I?

Thank you for your message. I completely understand your frustration with the inconsistent responses you've received from the casino. It’s understandably disappointing when different explanations are given, especially when you're eager to receive your winnings.

However, from our experience handling many complaints, the majority of delayed payment issues are typically resolved within 14 days. While I know that waiting for this long can seem excessive, it's not unusual for casinos to require more time, particularly when there are high volumes of withdrawal requests or technical issues.

That said, I recommend giving the casino a bit more time. In the meantime, please feel free to provide any relevant documentation or prints of your conversations with the casino, as it might help us speed up the process if further intervention is required. You can send them to me at veronika.l@casino.guru. Thank you for your cooperation. We are here to help, and we appreciate your patience and understanding.

Good morning,

situation resolved.

Thank you very much for your help

Bom dia,

situação resolvida.

muito obrigado pela ajuda

Dear Dtlopes,

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, 

Veronika

Casino.Guru