Immerion Casino - Вывод средств игроком задерживается из-за проверки.

my problem is that i won 700€. i tried to make a withdrawal but it was not confirmed within 24h and then i stopped the withdrawal and made a new withdrawal in the amount of 80€ which went through and reached on my bank account within 1h. After that i tried to withdraw the remaining amount but then the casino canceled my withdrawal and i got this message: Withdrawal isn’t possible

Your previous bets are being reviewed by game or sport provider to ensure the fair play. You can withdraw again once review is completed.

My account is verified and i have always played honestly. This is the first time in my life that i have received such a letter from a casino. Live support says that they cannot check it because its all about game providera and email support has not replied to me. The funds are still on my account free to use, I suspect that it is on purpose so I would spend it.

Dear Blackscale,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

I want to correct my complaint. I have emailed to support and live support and they say that they cant tell me exact time how long this process may take because it depends on game providers what i understand. Its been 10 days at the moment.

I registered like 3-3,5 months ago and had my account kyc verified successfully when i wanted to withdraw first time when i won 600€ and verification took like 2-3 weeks but i used my winnings meanwhile because it took so long.

i have only played slots.

I have deposited few hundred euros there and I dont use bonus offers almost never, all the big wins has been accumulated without bonuses.

I think its legit casino but when you want to withdraw larger amounts then it will take so much time that almost every player will spend winnings meanwhile because they dont put requested withdrawal money on hold and want players to spend it and tell players that need to verify or gameplay checked and these processes take very long time. Its just very strange that my gameplay needs to be checked and I only won ~700€. I would understand it more when my winnings would be over 1500 euros or something.

Hi Blackscale,

I’m sorry for the delayed response to your complaint.

Have there been any developments since our last conversation, please? 

Dear Blackscale,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.