Immerion Casino - El retiro del jugador se retrasa.

Hello!

Its the 3rd day Im waiting for my withdraw to be approved. I have sent them my bank statement 3 times and still nothing happens. Please help me to get my winnings asap.

Dear User233274497,

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

Hi Veronika!

Thank you for your reply.

It feels like they are delaying it and the customer service tells you different things every day. Yesterday they said the money was paid and today they say the case is on hold but they don't know how long. I have been taking screenshots on the chat with customer service for a few days. It seems they lie back and forth. They also say my bank has to approve something but they should never do that why would they? I am attaching this so you can see for yourself. Thanks for your help!

Hej Veronika!

Tack för ditt svar.

Det känns som de förhalar det och kundtjänsten berättar olika saker varje dag. Igår sa de att pengarna var utbetalda och idag säger de att ärendet är på kö men de vet inte hur lång tid. Jag har tagit screenshots på chatten med kundtjänst i några dagar. Det verkar som de ljuger fram och tillbaka. De säger även att min bank måste godkänna något men det ska de aldrig göra varför skulle de göra det? Jag bifogar detta så kan du själv se. Tack för din hjälp!

Thank you for keeping me updated. I kindly ask for your patience while waiting for your winnings to appear in your bank account. Since your withdrawal was processed on 7 October, I suggest waiting until 21 October. If by that date you still haven't received your winnings, please let me know, and we will step in to assist further.

Please help me its obvious that they are lying and procrastinating my payout

Hi as you can see they still havent payed me out as they told me 7/10. I still waiting for my money.

Earlier today they emailed me that payouts been made but now 10 hours later they are blaming technical issues again?? How is this even possible?

Got the money thanks for support and help!

Dear User233274497,

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 Lash 

Casino.Guru