Immerion Casino - Povlačenje igrača je odloženo više od dva meseca.

Subject: Formal Complaint – Unpaid Winnings and Unjustified Withdrawal Hold

Dear Immerion Support,

I am writing to raise a formal complaint regarding the unacceptable delay and non-payment of my rightful winnings on your platform.

On or around April 25–26, I won $1,500 USD on the "Rise of Ymir" slot (proof attached). I immediately initiated two withdrawal requests of €800 each, which have been stuck in "processing" status ever since, with no movement for over three months.

Now, the platform is blocking any new withdrawal attempts with the message:

"Withdrawal isn’t possible – Your previous bets are being reviewed to ensure the fair play."

While I understand the need for basic fraud checks, this level of delay is neither normal nor acceptable. I have received no clear communication, no time estimate, and no evidence of actual review being performed.

I am kindly demanding:

An immediate update on the status of my withdrawal requests.

A written explanation for the ongoing delay.

A firm and final payment date.

If no action is taken within 7 working days, I will be forced to escalate the case by submitting complaints to:

Independent casino review platforms (Casino Guru, AskGamblers, Trustpilot),

Your licensing authority in Curaçao,

Relevant consumer protection authorities.

I hope to resolve this amicably, but I must protect my rights as a legitimate player.

Dear player,

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Dominika

Casino.Guru