Immerion Casino – generell diskussion (sida 24)

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What is so great about this casino? 😀

Can you tell me more what you like, appreciate?

Hey can your team REOPEN my complain? I realize they scam me twice, and i wait for Reopening 3 weeks??!

https://casino.guru/complaints/immerion-casino-player-s-withdrawal-has-been-confiscated

Hello, I sent you the instructions yesterday in the other thread. Where you asked the same question. The step is always the same—use the proper button located in your complaint; if you can't find it, the best option is to lodge a new complaint and then explain the event in the description.

Hej. Jag begärde att ett pågående klagomål från detta casino skulle öppnas och stängas för 5 dagar sedan, men jag har inte fått något svar.

Vi har nått en överenskommelse, så klagomålet är löst.

Hey, I spoke with our team, so we received the email and the case will be reopened, but I assume it will be closed as "resolved" right away, since you mentioned that you've reached an agreement with the casino.

If I may ask, could you tell me exactly what you agreed on? 

Hello,

I would like to ask for opinions regarding a situation I recently experienced.

I received a KYC email from Immerion Casink stating that my withdrawal request had been paused pending verification.

However:

I had not played for approximately 2–3 months;

I had not submitted any withdrawal request.

Immerion later confirmed there were no withdrawal requests on my account and that the withdrawal-related information in the email was inaccurate.

Within minutes, I also received an almost identical KYC email from Ybets.

The issue is that I have never had an account with Ybets.

Ybets later confirmed in writing that:

no account exists under my email address;

the email was sent in error.

This raises obvious concerns for me:

Why was I sent a false KYC/withdrawal email?

Why did another casino where I have no account also send me nearly identical communication?

How was my email processed in relation to another operator?

After I raised these concerns and requested a refund, my account was later closed.

My complaint request for refund was declined because this is considered a privacy-related issue rather than a gambling-loss issue.

My question is:

In situations involving false KYC communication, apparent mishandling of personal data, and account closure after complaint, what remedies are normally available to players?

Is this considered normal operator conduct?

Thank you.

I am bringing this case to the forum to highlight a disturbing series of events involving Immerion and Ybets. This isn't just a "technical glitch"; it is a massive red flag regarding player data privacy and operator integrity.

The Timeline of "Errors"

1. The Ghost Withdrawal: I received a KYC demand from Immerion casino claiming my "withdrawal request" was paused. I haven't played there in 3 months and never requested a withdrawal.

2. The Twin Email: Minutes later, I received an identical KYC email from Ybets—a casino where I have never held an account.

3. The Admission: ybets confirm me in writing that the emails were "sent in error" and that no such withdrawaw or Ybets account exists.

My Concerns

How can two separate brands share my specific account status and email data so seamlessly that they trigger simultaneous, identical, and false KYC procedures?

• GDPR/Data Privacy Breach: My data has clearly been leaked or shared between these operators without my consent. If I don't have an account at Ybets, they should not have my email address in a database capable of triggering KYC alerts.

• Retaliatory Closure: As soon as I pressed for an explanation regarding this data mishandling and requested a refund based on the breach of terms, Immerion chose to close my account rather than provide transparency.

To the Casino Guru Opetator

I make complaint and asked for refund and Casino guru Denied it and The operator’s defense that this is "only a privacy issue" and not a "gambling-loss issue" is a convenient way to dodge accountability. When an operator demonstrates they cannot manage data securely, it calls into question the fairness of their entire software stack.

My Questions for the Community and Moderators:

1. Is this "Normal"?: Since when is it acceptable to spam KYC triggers to non-existent accounts?

2. Remedies: Beyond a standard complaint, what are the avenues for holding Curacao-licensed (or similar) entities accountable for blatant data-sharing violations?

3. Account Closure: Does the forum consider it "Good Practice" for a casino to silence a player by closing their account the moment a legitimate privacy concern is raised?

I am seeking a full investigation into how Ybets obtained my data and a reconsideration of my refund request, as the contract between player and operator was breached the moment my data was mishandled.

My question here is, why have you asked for a refund? What kind of refund, please?

It may actually happen that the email is sent by mistake, isn't it?

Not only from online casinos, but even from some institutions, actually.

So, please tell us what the issue is that you wanted a refund from the casino.

God morgon. Efter att ha misslyckats med ett klagomål mot Mafia Casino för att de inte svarade och inte ansåg det vara löst när det verkade som att de gjorde sin del, har jag nu problem med Immerion, som svarade på klagomålet idag. Idag är sista dagen för CasinoGuru att svara. Jag tror att de kommunicerar privat. Men deras svar har varit otroligt; de har förvrängt allt för att slutligen hävda att min begäran om självavstängning gjordes två dagar före klagomålet. Jag har skickat dem en skärmdump av den här chatten och de få mejl jag fick, men jag har bett dem att begära chattranskriptet. Vi får se vad som händer, men det är otroligt hur de har förändrat hela historien.

Good day to you. I understand this is a concerning and unnerving situation, and you feel like the casino may somehow misinterpret information. On the other hand, the complaint provides space for both sides to present their claims and interpretations, so you do not remain on the sidelines. Mediators also have their own introspection of the events, usualy based on events proven by documents shared. It's challenging, but the way I see it, this is not over.

God morgon. Efter sju dagars väntan på svar från dig svarade casinot snabbt och sa att de redan hade skickat information till min e-postadress och väntade på ditt svar. Jag skriver till dig igen och har fortfarande inte hört något.

Hello again, thanks for the heads up; the mediator will handle that from here.

I'm glad to see the casino responded; it's very positive news.

Problemet är att jag skickar information till Jean både privat och via själva klagomålskanalen, och han svarar aldrig. Jag var tvungen att vänta sju dagar på svar från CasinoGuru, och nu väntar jag igen från CasinoGuru. Så om vi verkligen skickar information till dem, precis som jag gör, tycker jag att de kan uppdatera mig om hur det står till.

Well, I understand what you mean. On the other hand, you can also see the complaint timer—it shows Jean still has time to get back to you. We used the timers because complaints can't be handled in live chat or at the same frequency as we are talking here on the forum. 🙏

Ja, men Immerion Casino svarade samma dag, och nu väntar vi igen. Det antas att båda sidor har skickat vad de ansåg nödvändigt; det finns inte mycket mer att göra, tror jag, men jag tror att det kommer att lösas snart.

I understand that, though I cannot help you shorten the waiting period, I too do hope it will be resolved soon.

Jean svarar inte heller på mitt mejl. Ännu en veckas väntan.

Well, I told you, she still has time to do so. Kindly check the complaint timer, please.