The player from Germany regularly deposited significant amounts and recently requested withdrawals totaling €510, expecting instant payouts. Despite the casino claiming that the withdrawals had been sent, the player saw the status as "being processed" and had been blocked from accessing live chat support after multiple inquiries. The issue was resolved when the player indicated that the casino had begun cooperating positively, leading to the complaint being withdrawn at his request.
Immerion Casino - Player’s withdrawals are delayed and live chat access is blocked.
Amount: €510
Immerion Casino
Safety Index:Above averageSafety Index
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7.4
Immerion Casino has a Safety Index of 7.4, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
Hello everyone. I regularly deposit with Immerion and Ybets, around €1,500 a week. The day before yesterday I won something, around €700, of which I requested a payout of €510 in 4 withdrawals (supposedly instant). It usually arrives within 1-2 hours, but nothing this time. I wrote to them and they said it had already been sent and the status was successful. I said no, it says it's being processed and there's nothing there, they deny it and want account statements. I sent them. Now I've been blocked by live chat for whatever reason, I've asked twice and was blocked rudely. That's why I'm looking for help elsewhere. I deposited almost all my money there every day because I was promised instant payouts when I won, and now they're leaving me hanging after they've eaten up around €80,000 in deposits in 6 months.
Now I have
1x 220€
1x 100€
1x 90€
1x 80€
I've requested a withdrawal. They claim it's been sent, but there's nothing. Please help, as I've been blocked from live chat and can't get a response. Just so everyone knows, if they're fed up, they'll just destroy you. I've already submitted the same complaint to askgamblers and gamblejoe in the hopes of getting help. Thanks.
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Dear Samu747,
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
Public
Public
2 months ago
Translation
Hello, thanks for the answer.
However, I must point out that the casino told me it is an instant withdrawal casino and there is no waiting time for withdrawals. I play with both sites and the money always arrives after 5 minutes (very good). I was also told that there is no KYC verification because it is an anonymous casino. The live chat assured me for 2 days that the money was on its way, but now 2 hours ago I asked again and they said it was being processed and would be processed shortly. So I am obviously being made a fool of and kept waiting for some reason. If I deposited thousands a day, it tasted good. Now they want to withdraw and they let me taste it :) I don't think that's right. Also, I wanted to cancel one of the 4 withdrawals and they said the money had already been sent. I am told something different in every live chat session. I have to access the live chat using private browsers or other devices because they blocked my phone or the respective browser, for whatever reason.
I was told it was my bank's fault, etc. The things they usually do when things get tough. I try to cooperate and remain polite and respectful, until it goes too far and I'm clearly being lied to.
Again, regarding your answer regarding "up to 14 days",
If the live chat (the casino itself) and the rules say that it can take up to 48 hours with rare exceptions, then I can't understand all of this.
If you deposit €100-500 somewhere every day and then, after a certain amount, try to win something for the day, then it should never happen that a casino restricts or even refuses payouts like this. Unfortunately, this has happened to me several times, and it continues to happen every day that players are treated this way, even though our money is putting food in the fridges of the operators.
As I said, I try to cooperate and ask about the reason or status. I'm told something different every time, which makes cooperation seem impossible. I've said several times that I'll file a complaint if there's no immediate explanation or reply by email, but nothing came. Instead, I received a message asking me to mention that I've already withdrawn several times. I've already deposited over €50,000 into the two casinos (operated by the same company) in six months, and have probably withdrawn a maximum of €8,000. The amount is all well and good, but I'm pretty sure it was less. To then be told that I'm supposed to mention it is just outrageous. I apologize for my behavior, but this is about the principle, not the amount.
I'm asking for help, and if possible, an official statement or explanation from Immerion Casino as to why and how this is happening. I have the right to know the reason, and I'm very curious.
And I don't want to sound arrogant or anything, but you should be happy if a player deposits that much every month and remains loyal. You can't start fabricating things like that. The casino is a no-go for me!
Thank you for your attention and time!
Greetings
Edited
Automatic translation:
Public
Public
2 months ago
Translation
You can remove the complaint for now; Immerion now seems to be cooperating positively. Thanks for now!
Automatic translation:
Public
Complaint Specialist
Public
1 month ago
We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.
