Immerion Casino - Igrački nalog je nepravedno zatvoren.

Dear damianekgalka3168,

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

• Do you remember when you created the first main account? Was it verified?  
• Can you please specify when you created a second duplicate account? 
• Can you please share your communication with the casino in which you informed them about a duplicate account? Please, send it to my email at natalia.b@casino.guru, or alternatively, you can post it here. 

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,

Natalia

Thank you very much for your reply, damianekgalka3168. Could you please forward all the relevant communication (emails, including verification email, chat logs) between you and the casino to natalia.b@casino.guru? Thank you in advance.

Dear damianekgalka3168,

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.

unfortunately I only have screenshots of one conversation a few hours before the account was blocked when I was waiting for the payout and the support was strange. I also did a little experiment and created several accounts and officially revealed that I have multiple accounts. The account was not blocked and when I asked if I would have problems with the payout, he did not know. unfortunately everything in Polish in my native language

I have sent everything I have to your email

Wszystko co mam wysłałem na e-mail

Thank you for the screenshots of your communication with live chat, damianekgalka3168. Could you please also forward me the verification email you received, which is forged, according to the casino? Please, send it to the same address at natalia.b@casino.guru.

You have also mentioned in your message that you "did a little experiment and created several accounts and officially revealed that I have multiple accounts." Previously, you mentioned that you created the duplicate account unintentionally in your first message. Can you please specify the purpose of your "little experiment" and what you mean exactly? So far, it seems that your statements are controversial, and without any supporting evidence from your side (confirmation of your communication with the casino, in which you informed them about the duplicate account created by mistake and not used), it is quite hard to understand the full picture.

in the experiment I meant that I read somewhere that someone had a duplicate revealed by them but without a blocked account. I had an account with their twin Ybets so I made a second one and specifically asked about the bonus so that on my screenshots there would be the email of the second account. Finally someone noticed and as it turned out there were no consequences. I asked if if I deposit and win I will have problems with withdrawal, I got the answer that it is not known, it all depends on verification, and I remind you that on immerrion my account was verified but at the very end they started to invent just to find something. I am already sending a message to the email with confirmation of account verification.and as for the lack of proof from my side of the conversations, well, those conversations were on live chat. I never really thought that I would need a copy of those conversations. Only at the very end did chatgpt suggest that I should take screenshots of the conversations because in case of a misunderstanding I would be able to contact you and you require proof of conversations

ChatGPT powiedział:

Thanks! Here's a cleaned-up and more polished version of your message in natural English. I've kept your intent and details intact while improving clarity and flow:

In the experiment, what I meant was that I had read somewhere that someone had a duplicate account revealed, but their account wasn’t blocked. I had an account with their twin, Ybets, so I created a second one and specifically asked about the bonus, just to have the email of the second account visible in my screenshots. Eventually, someone noticed—but as it turned out, there were no consequences.

I asked whether, if I made a deposit and won, I would face problems with withdrawals. The answer I got was that it's uncertain and would depend entirely on verification. I’d like to remind you that my account on Immerrion had already been verified, but at the very end, they started coming up with excuses just to find something wrong.

I'm now sending a message via email with confirmation of that account verification.

As for the lack of evidence from my side regarding the conversations—those were conducted via live chat. I honestly didn’t think I’d need to save them. Only at the very end did ChatGPT suggest taking screenshots, so that in case of a dispute, I’d have something to show. But now, you're asking for proof of those conversations.

In the experiment, what I meant was that I had read somewhere that someone had a duplicate account revealed, but their account wasn’t blocked. I had an account with their twin, Ybets, so I created a second one and specifically asked about the bonus, just to have the email of the second account visible in my screenshots. Eventually, someone noticed—but as it turned out, there were no consequences.

I asked whether, if I made a deposit and won, I would face problems with withdrawals. The answer I got was that it's uncertain and would depend entirely on verification. I’d like to remind you that my account on Immerrion had already been verified, but at the very end, they started coming up with excuses just to find something wrong.

I'm now sending a message via email with confirmation of that account verification.

As for the lack of evidence from my side regarding the conversations—those were conducted via live chat. I honestly didn’t think I’d need to save them. Only at the very end did ChatGPT suggest taking screenshots, so that in case of a dispute, I’d have something to show. But now, you're asking for proof of those conversations.

Thank you very much for the explanation, damianekgalka3168. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you damianekgalka3168 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Immerion Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Dear damianekgalka3168 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

Dear damianekgalka3168 and Casino Guru,

The player's account has been blocked due to the detection of duplicate.

We are prepared to provide all relevant evidence to your email.

Respectfully,

Immerion Casino Representative

Thank you for the update Immerion Casino representative. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

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

Respectfully,

Immerion Casino Representative

Thank you for the update Immerion Casino representative. I have responded to your email requesting further clarification and I await your response!

Dear damianekgalka3168, I will keep you updated about any new developments. Thank you for your patience during this time!

ok, well I'm waiting for further information and thank you very much

Dear Peter,

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

Respectfully,

Immerion Casino Representative

Thank you for providing me with the evidence Immerion Casino representative.

Dear damianekgalka3168, Following our investigation, the casino has provided evidence confirming that multiple accounts were created and used, all of which participated in gameplay and claimed bonuses. Unfortunately, this constitutes a clear breach of the one-account-per-player policy.

This policy is a well-established industry standard designed to ensure fairness, prevent bonus abuse, and maintain the integrity of the gaming environment. As such, violations of this rule cannot be overlooked.

In light of these findings, we regret to inform you that your complaint will be rejected.

We appreciate your understanding.

Kind regards,

Peter