Immerion Casino - Spelarens konto är stängt, vilket blockerar hennes tillgång till pengar.

Made an account and deposited around $500 AUS. Played with it for a day or two and then tried to withdrawal when I reached $600 AUD. From the get go I was unsuccessful, every time I tried to withdraw to a card it was declined due to "issue with provider". I contacted my bank as immerion told me it was the bank blocking it. The bank however said no, they hadn’t done anything. I tried multiple times with multiple different cards, also tried e wallets and still had no luck getting my money. I then contacted their live chat multiple times to try get some help. They got me to email their support team and after so many back and forth emails they told me I needed to complete the verification process. Again over many emails and dragged out over weeks, they asked me for different forms of ID and proof of cards used. I complied and sent everything they needed. It’s been over 2 weeks since I sent everything and still nothing. It’s been probably almost 2 months and I still do not have my money. I just tried to log in to my account on the off chance I could get the money out. I was then told my password was wrong so I changed it multiple times but was still unable to log in. I then contacted live support just now to ask why I couldn’t get in. They told me "your account has been blocked due to duplication, good luck!". I am left feeling so discouraged and so incredibly confused. Why is my account blocked and why am I not able to get MY money out? I have a young family and this amount of money isn’t something I’d want to just throw away. They seem to be a reputable casino so how can they get away with this. They have been no help whatsoever so I am desperately trying to see if anyone else will try and assist me. Thanks in advance!

Dear kylatobin14,

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 if this was the first and only account you created at this casino?
• If it was, is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Which games did you focus on - slots, live casino, sports betting, etc.?

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

Best regards,

Kristina

Hi There,

thanks for your prompt response.

yes I have made only one account on immerion.

yes, my partner also has an account which I’m guessing is now the reason mine was blocked for duplicate reasons? This was something I was unaware of and after looking the terms and conditions stated on the website, there is nothing about this. Have also seen that often the reason for not allowing two accounts in the same household/IP address is to avoid claiming double bonuses. Would like to state that I received /did not claim any bonuses on my account.

regardless of the reason as to why my account has been blocked, I would really just like to get my money back. I’m happy to close my account if a rule has mistakenly been broken on my end, however I don’t understand how they can just not communicate at all and keep all my money?

I just played slots.

hope you can help.

thanks!

Just wanted to add a small update. the other day I emailed to ask why my account was blocked/for more information and to see if I could get my money back. I just received a reply and they stated that my account was blocked by "the decision of the project administration" and that "according to our policies and licence, the administration has the right to not reveal the reason for blocking your profile". That was it. Told me I was blocked, told me they didn’t have to let me know the reason and said nothing about MY money that is just left sitting in their hands? How are they allowed to do this. Again if I broke a rule that’s fine, block my account, delete it I don’t care. Just give me back MY money. Would really appreciate some help as this has caused me so much stress and the situation just seems to keep going backwards.

Thank you very much for your reply, kylatobin14. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you.

I have just sent through screenshots of all relevant communication to the email you provided.

please let me know once you receive it.

thanks!

Thank you very much, kylatobin14, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, kylatobin14! Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem. I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Dear Kylatobin14 and Casino Guru,

We have relayed all the information to our KYC Department.

Please be assured that your request is under review and will be addressed at the earliest opportunity.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

Immerion Casino Representative

Hi Immerion Casino Representative,

Has there been any news from your KYC department?

Dear Kylatobin14 and Casino Guru,

During the verification process, it was discovered that the player utilized a third-party payment method, which is strictly prohibited by our rules as outlined in paragraph 6.6.

Consequently, the account has been blocked.

We are prepared to provide evidence to Guru's email.

Respectfully,

Immerion Casino Representative

Thank you, Immerion Casino Representative.

Please, send the evidence to pavel.k@casino.guru

Hi There,

sorry I am extremely confused. Regardless of the reason the account was blocked, shouldn’t at least my deposits be returned? I would understand if any winnings were removed from the account but my initial deposit should be returned right?

wouldn’t think that you’d be allowed to take MY money if I used an incorrect deposit method? Surely there is a way around this? Also what exactly do you mean by third party payment method?

thanks

Using third-party payment method means that you have used someone else's card or electronic wallet, for example.

If by third party you mean using another persons card/bank account to deposit into my account surely I could verify/get a declaration signed via the third party?

also to note I’m assuming this third party is my partner. We share a bank account and often pay for things using this which therefore results in either of our names (or both) being shown. I cannot see how using a joint account and therefore my partners name being shown on the deposit method can cause me to lose all this money. He is happy to verify his identity and sign a declaration stating that he is aware this money was deposited from our account if it means we get it back.

we have waited so incredibly long and like I’ve stated before, we have a young family, live off of my partners income and this amount of money is not something we can afford to just throw down the drain.

please resolve this asap

Also paragraph 6.6 states that players must use their own money. It doesn’t state anything about joint accounts, nor does it say that using a joint account will result in the account being blocked and all money being blocked. This is incredibly frustrating, please just give me back my deposit amount or at least some of it and this will be done

All right, joint account is another issue, I will certainly discuss this with the casino after I review what they send to me. I hope we will find a solution.

Thank you, I appreciate your help.

yes was definitely a joint account that has both mine and my partners name on it which I assume is why this has all happened. Would have been great if they allowed the chance to verify my partners identity/get him to sign a declaration. Totally understand there are rules in place, but would hope in the situation of a joint account they would work around it and at least return the deposit amount instead of be allowed to keep it for themselves.

Hi Again, just checking to see if there has been any further communication regarding this issue and/or an update?

thanks

Hi, we have not yet received the evidence from the casino.

Dear Pavel,

We've sent you the proof to your personal e-mail.

Respectfully,

Immerion Casino Representative

Hi Kylatobin14, could you, please, send some proof that you have the joint account (any kind of bank statement where both names are seen, for example) and write numbers of debit/credit cards that are attached to this account to my e-mail: pavel.k@casino.guru?

Hi,

have sent them through.

thanks!

Immerion Casino, I have sent you an e-mail with the player's bank statement where it is shown that the complainant and the person mentioned on the card you have sent have both their names on it, meaning that it is a joint account.

Dear Kylatobin14 and Casino Guru,

We will review the document and I will provide you with an update shortly.

Respectfully,

Immerion Casino Representative

Hi, any update??

hoping it doesn’t take too much longer to review the document.

thanks

Dear Kylatobin14 and Casino Guru,

We have received your letter and will take it into consideration. 

However, you can expect to receive a letter from us soon to clarify your situation.

Respectfully,

Immerion Casino Representative

A letter from you soon? Over a week ago you had received the document and told us that you’d give an update shortly. Pardon my assumption but I’m pretty sure it doesn’t take that long to look at the evidence and decide an outcome.

i have been incredibly patient and given you far more than enough time to resolve this matter yet I’m still being screwed around and told to wait. It is frankly ridiculous and I’m not quite sure how you continue to run a casino if people like me struggle this much when trying to get back their money.

please give me an update ASAP, that is not too much to ask.

thanks

Dear Kylatobin14 and Casino Guru,

The documents you provided do not meet our requirements.

Our KYC department has sent you a detailed letter outlining the necessary instructions.

Respectfully,

Immerion Casino Representative

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.

Their KYC department emailed me the other day asking for my partners ID. I sent it through then they replied today saying they needed the photos not in PDF form so I have sent it through again like they have requested. Hoping that they will reply asap and this will be enough for them as I’m quite frankly sick of being messed around at this point.

thank you Pavel for your assistance.

You are welcome! I hope that this will be resolved ASAP, it is a complex case, but I am sure that all will end good!

Dear Kylatobin14 and Casino Guru,

The KYC department has successfully received the document you submitted today.

We will respond to you as soon as possible.

Respectfully,

Immerion Casino Representative

Hoping this is the case as I’ve already been waiting an insane amount of time, about 3 months to be exact. The document was sent by me over a week ago so expecting a response and outcome asap.

thanks

Hey, Immerion Casino, has there been any news on player's verification?

Hi, they haven’t contacted me since the start of last week. Hoping they contact me again asap as I’m not quite sure why it takes this long to verify my identity when I’ve already sent all the information needed!

Dear Casino,

I want to inform you that this is your final opportunity to resolve the pending complaint submitted by the player. Despite our previous communications, the issue remains unresolved.

I would also like to highlight that cases involving your casino have been taking an unusually long time to reach resolution. This creates a frustrating and negative experience for the players, which ultimately reflects poorly on both your operation and our platform.

Due to the growing number of ongoing complaints, this matter was discussed during our recent internal meeting, where it was decided that it requires immediate attention.

If we do not reach a satisfactory resolution within the next 7 days, we will proceed to close the complaint as unresolved.

Additionally, please be aware that failure to address this issue will result in a negative impact on your safety index, which will affect your overall standing on our platform.

We urge you to prioritize dealing with this situation and take the necessary steps to resolve it without further delay.

Dear Kylatobin14 and Casino Guru,

We have carefully considered all the evidence presented and have decided to reverse our previous decision.

The player has been unblocked, and the funds will be credited to the account shortly.

Respectfully,

Immerion Casino Representative

Thank you, Immerion Casino Representative!

Kylatobin14, please, confirm that you have funds in your account and let us know when they are withdrawn and receive successfully!

Dear kylatobin14,

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.

Hi Pavel,

thankfully I received the money in my account and was able to withdraw it last week. Such a relief after this all started on February 19th. Almost 5 months of back and forth and no answers.

very grateful it all turned out well in the end and am very grateful for your help.

I hope that immerion casino learn from situations like this and improve their processes so it doesn’t happen again.

thanks,

Kyla

Dear kylatobin14,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru