Inmerion Casino - El jugador experimenta un retraso en el pago de Bitcoin.

I deposited on 11/17/23. After playing and winning I requested a withdrawal on 11/17/23. After 3 days I contacted support and they told me that they needed my kyc documents. I sent them in the same day.After not hearing back from them after about a week I contacted support and they said that I passed the kyc process but they are waiting to hear back from the provider. Whatever that means. They said the whole process could take up to ten business days.. it's been fourteen.. .. while waiting for this to go through the casino encouraged me to keep playing. The original withdrawal was around 1800. They now owe me 10372.08 USD in Bitcoin. I contacted the casino this morning and was told to keep waiting. That they might get back to me this week sometime. This has been a horrible experience and its been really frustrating. I was told on sign up that this casino has no kyc and is anonymous as advertised. Side note, I'm unable to upload documents below. I'd like to share what I have. My email is robe*****08@yahoo.com. my phone number is 1-412-568-*****.

Hello JMiles1984,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Inmerion Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Do you actually have any current withdrawal requested?When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi, I last spoke to the casino on 12/11/23. They pretty much told me to keep waiting. I thought that when I sighed up I was fully verified but after I sent in the kyc documents and just from talking to support in the last week one of the agents told me that I had passed the kyc and that they were waiting to hear back from the provider. I'm not sure what that means. I asked if they meant the game provider and they were very vague. I was not playing with a bonus. I don't like to play with bonuses. I made sure of that. I had made two different withdrawal requests and they cancelled both of them.. is there a way I can send you the screenshots i have?

Hello JMiles1984,

If your account got verified only last week, I would definitely recommend to wait at least one more week for the withdrawal to be processed. Please let us know in case of any update.

I talked to them yesterday, they said they are still waiting to hear back from the provider. So I guess they are still in the process of verifying? Its been over a month.. it shouldn't take that long to get someone verified.

Just wanted to give an update, I talked to the casino yesterday and there has been no change. They say they are waiting for the provider. I asked for a possible timeframe and they refused to answer me. I also asked what could be done if they don't hear back from the provider and they refused to answer that question too.. They flat out don't want to answer any of my questions.. I'm rather discouraged.. it seems they're content with the way things are.

Thank you JMiles1984 for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello JMiles1984,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Inmerion Casino,

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hi, am I to contact the casino or are you? Sorry about the confusion

We have contacted the casino and now we are waiting for their reply here in this thread, so no worries.

Greetings, JMiles1984 and Michal,

Thank you for including us in this discussion. I am pleased to address the situation at hand and work towards its resolution.

Upon thorough review of the KYC (Know Your Customer) process pertaining to the JMiles1984 player, we have examined the documentation submitted for KYC purposes. The provided documents indicate the user's citizenship as that of the United States of America.

As our casino operates within specific geo-restrictions, we regret to inform you that we are unable to proceed with verification for this individual.

Paragraph 14 of our Terms of Use explicitly outlines that our services are not extended to individuals or entities subject to the jurisdiction of the United States.

In compliance with our established terms and in order to maintain fairness and consistency for all our players, regrettably, we are compelled to close the account and initiate the removal of funds from the player's account.

Our commitment to adhering to our Terms of Use is paramount in ensuring equitable treatment for all patrons.

Your attention to this matter is greatly appreciated. I trust that this information serves to provide the necessary clarification regarding the situation at hand.

Respectfully,

Inmerion Casino Representative

Dear Inmerion Casino,

After examining your website, it is clear that you present yourself as an anonymous casino, with no need to provide any personal information or KYC procedure. Yet, in your terms and conditions, you have a list of restricted countries and also a note that you can request a player to complete the KYC procedure anytime. We have discovered that if a player registers in your casino from such a restricted country, there is no IP block to prevent him from registering, no popup, and no message or warning. The player can register and play in your casino freely.

If a casino wants to prevent players from certain countries from playing in your casino, it should not allow them to register in the first place, and it should enforce this on a software level. The amount of players who read all the terms and conditions is minimal.

Whenever someone from a restricted country registers, these casinos allow them to create an account, but only let them know about the restriction when they want to make a withdrawal. As long as a player is losing, the casino is OK with it, but as soon as the player wins and wants to withdraw money, they use the 'restricted countries' rule to decline the withdrawal and block the player's account. If a player can access the casino's website, open the registration form, create an account, deposit, and play, it's understandable that they assume that they are allowed to play at this casino.

If the casino allows a player from a restricted country to play because it hasn't implemented this check, it should accept that it was the casino's mistake and pay out all winnings to the player even though they shouldn't have been allowed to play in the first place, provided that the player hasn't done anything else that's against the rules.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal and JMiles1984 

I am sorry for the delay. We will take into consideration all your suggestions and points about improving our product in order to prevent such situations in the future.

For now, we are checking the case of the player internally and will get back to you with the resolution ASAP. We will contact the client directly, so we can resolve the problem.

Thank you for your patience.

I have contacted the casino within the last hour and they have no news according to them. It seems they have no interest in making things right.

Thank you Inmerion Casino for the response.

Please keep us updated here in the thread. I hope that together we can come to a successful resolution.

Dear Casino Guru and JMiles1984,

We express our appreciation for your detailed response, and we hold your insights and experience in high regard.

As per section 14.3 of our Terms and Conditions, it is explicitly stated that individuals located in or residing in Australia, France, Netherlands, the United States, and the United Kingdom are not permitted to utilize our services.

Upon the creation of an account, our users willingly agree to comply with all the terms outlined and bear full responsibility for their actions.

Also, on your respected website, there are clearly stated that we do not accept customers from the United States.

We are dedicated to expeditiously resolving this compliance matter in a manner that is advantageous for both Inmerion and the player. To demonstrate our commitment, we are prepared to refund all deposits made by the player upon the successful closure of the compliance issue.

We anticipate your timely response.

Respectfully,

Inmerion Casino Representative

I would like casino gurus input on this.

Dear JMiles1984,

I am currently contacting the casino representatives outside of this thread, I will let you know here with any updates.

Dear Casino Guru and JMiles1984,

After the our last message, JMiles1984 contacted Inmerion and expressed a willingness to resolve the matter by mutually agreeing to close the complaint upon the reimbursement of her initial deposit.

In adherence to the mentioned agreement, we have initiated the refund process and successfully returned the deposit amount on January 14, 2024.

We possess comprehensive evidence to substantiate this transaction, such as the Hush ID and screenshots from our system, which we are prepared to provide upon request.

Having fulfilled the terms stipulated in the agreement from our end, we now await the formal closure of this complaint, marked as "Resolved" at the earliest convenience.

We anticipate your timely response.

Respectfully,

Inmerion Casino Representative

Dear JMiles1984,

I have attempted to contact the casino outside this thread but to no avail.

Based on the information presented by the casino, could you please confirm that you have reached an agreement with the casino in the form of returning all deposits to you? If that's the case we will then mark your complaint in our system as resolved (although not the way we wanted it to be).

Dear JMiles1984,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Casino Guru and JMiles1984!

In light of our adherence to the stipulations outlined in our Terms and Conditions and the successful execution of the agreement with JMiles1984, I kindly request the formal closure of this case as "Resolved."

We have meticulously compiled all requisite evidence, including screenshots from the chat conversation and the transaction ID for the refund, to substantiate our compliance.

Respectfully,

Inmerion Casino Representative

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.