Immerion Casino - Povlačenje igrača je otkazano.

Hello,

In order to explain my problem with Immerion Casino I will paste my e-mail which I sent them 3 days ago. I have also uploaded the transcripts of 2 chats with the casino representative.

"Hi,

I have a huge problem and I really hope that it will be resolved as soon as possible, I mean that it needs to be resolved maximum tomorrow. I had few pending withdrawals and I made 2 big deposits on the sum of 5 500 PLN which is around 1 300 EUR with a bonus then. One was even offered by your agent via live chat. So I got some nice winnings using one of these bonuses but after that few of my pending withdrawals got cancelled and now I can't use this bonus when I still have some wager to do.

I really hope that this problem will be resolved almost immediately. I really would like to avoid writing complaints on casino.guru (username Mixer) and xxxxx (username xxxxx). I will be not waiting long because I have very bad experience from the past at your casino. You can check these cases below. By the way processing withdrawals has been much better at your casino lately.

https://casino.guru/complaints/immerion-casino-player-s-withdrawal-has-been-delayed-17

xxxxx

Tomorrow I will write these complaints if my problem will be not resolved. I can't take a risk that it will be looking like last time when you have been ignoring me for months.

I am looking forward to hearing from you.

Kind regards,

Jakub *****"

PS. I have given them 3 more days but the problem still hasn't been resolved and no time frame has been provided. For all of this time I have reported it few times but I have been receiving only this information "Thank you for your patience! We've received your request and are working on it. We'll let you know as soon as we have an update. We appreciate your patience!"

As you can see I wanted to avoid publishing this complaint but this bonus will expire on 12.04 (only 6 days left) so I couldn't take a risk anymore that my bonus or real balance will be cancelled.

I have already mentioned in my correspondence with the casino that I react such fast this time because of being ignored for few months when I had different problem with this casino in the past. Only after I have reported it, the problem has been solved. Another reason why I react such fast is the fact that my bonus will expire on 12.04 so I need to have a time to try to meet the wagering requirements before that happens. 

As already has been mentioned in this correspondence, when I made these 2 deposits on the sum of 5 500 PLN (around 1 300 EUR) and got the bonuses, my real balance was 0. My current bonus balance is 16 878 PLN what is around 3 946 EUR. In the meantime my pending withdrawals on the sum of 7 200 PLN (around 1683 EUR) has been cancelled and returned to the real balance and now I would need to lose this 7 200 PLN to be able to play for a bonus money again. I can't reuqest the withdrawal of the funds from my real balance because all of my bonus balance would be cancelled then.

I will be very grateful for a help in this case.

Regards,

Jakub

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Mixer,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that you currently don't have any pending withdrawal requests?
• Do you see any notification or pop-up message when you try to request a withdrawal? Can you post a screenshot here?
• Is your casino account balance divided into real and bonus money?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina