Withdrawal times not honored

Dear AskGamblers Complaint Team,

I am submitting a formal complaint against Immerion Casino due to a severe failure to execute a self-exclusion request, which directly resulted in a financial loss of €200 on October 12, 2026.

Timeline of Events:

September 7, 2026: I registered an account with Immerion Casino, made an initial deposit of €100, and lost the full balance. Recognizing the need to stop playing, I immediately initiated a Live Chat with customer support requesting a self-exclusion on responsible gambling grounds.

September 7, 2026 (Follow-up): Live chat support directed me to send an email request to [email protected] to finalize the self-exclusion. I sent an email to this address on the same day explicitly requesting self-exclusion and closing of my account.

September 7 – October 12, 2026: Despite my explicit request for self-exclusion, my account was left open. Furthermore, I continuously received promotional and marketing emails from Immerion Casino during this period, enticing me to return and deposit.

October 12, 2026: Because my account remained fully active and accessible despite my self-exclusion request, I logged in and deposited a total of €200, which was subsequently lost.

Reason for Complaint:

Under industry standards and Responsible Gambling principles, once a player requests a self-exclusion, the operator is obligated to immediately block access to the account, cease all marketing communication, and prevent any further deposits.

Immerion Casino failed in its duty of care by:

Failing to block my account upon receiving my written self-exclusion request sent to [email protected].

Continuing to send direct promotional communications to a vulnerable/self-excluded player.

Allowing subsequent deposits to be made on an account that should have been restricted weeks prior.

Desired Outcome / Requested Resolution:

I request a full refund of €200 (the amount deposited and lost on October 12, 2026, after my self-exclusion request was submitted), alongside the immediate and permanent closure/self-exclusion of my account and removal from all marketing mailing lists.

Hello, on or about the 17th or 18th of March 2026, I deposited litecoin to Immerion Casino. I took a bonus the casino was offering as well at this time. After playing for a few hours, I had accumulated over $1000. I decided I would put in for 2 withdrawels because that is the casinos rule for this amount to be cashed out. So i made one for like $495.00 and the other for like $500. Within 48 hours one withdrawal was processed and pending count into my litecoin wallet. A few hours then go by and I began to wonder when the other would be arriving. So, i got on the chat of the casino support team asking this very question. A live customer service agent responded ensuring me that the other withdraw looked perfectly fine just as the one sent and would also be coming through shortly as it was at that time being reviewed and processed. He said I'd see it shortly to be exact. Another 24 hours go by and still no second withdrawal. So I hit up chat again about this withdrawal. A different customer service agent responds again assuring me the same information as the last live agent did over 24 hours ago. After reaching 72 hours of what the casino had told me would be the extent of time I would have to wait for my withdrawal, I went into chat to discuss this matter once again. This time the agent said my count of 72 hours was incorrect but not to worry because the following night would be 72 hours and he had done expedited my withdrawal, and it would certainly reach me before that night's 72-hour mark because it had already been reviewed and was in processing. After the following night had come and gone, I went on customer service chat once more and began to type all of this situation out when I realised I was being completely ignored and the live agent was reading but ignoring my complaint completely. I then this morning after waking up looked for a response from them and saw nothing and took screenshots and began this complaint.

Hi AG :),

Thank you so much for your service. (I have received permission from Customer Support Team <[email protected]> to send you this message.

This is a follow-through on a complaint I started last month, but then I cancelled because the casino had finally written me.)

So on 24.11.2025, I attempted a withdrawal of 11.6955 LTC. Like the other complaints on your site about this casino, they have been, compared to the industry standards as I know them, extremely slow in verifying my documents.

They are also slow to answer my emails.

I submitted what was supposed to be the last proof they needed and asked if I was now verified. That was 29 days ago. They have neither verified nor even written to me.

Please ask them to verify, pay, or at least reply to my emails. ty :)

Hi there.

I hope you are well.

On the 28th of August, I won $1753.5 at Immerion Casino. I withdrew $1000 on the same day and the remaining balance the following day.

I was then emailed by them, on the 29th, asking for:

"Copy of your passport, ID card or driver's license (both sides).

Selfie with your ID document in hand in front of our website."

I provided these on the same day.

After this, I didn't hear anything.

I've followed up on live chat and email, and still nothing.

Finally, I made a formal complaint, and they responded with:

"Dear Player,

Your documents were received and sent for the review.

We appreciate your patience and understanding during this time.

In case of any updates, you will be immediately informed via email. Thank you for waiting in advance.

Kind regards"

There is absolutely no reason why it has taken a week, and they have still not reviewed my documents.

As such, I would like any assistance you can provide in this matter, in moving this along.

I have attached screenshots to evidence all of this.

If you require any more information, please just ask.

Thank you.