Immerion Casino - Печалбите на играча са ограничени.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Were you notified at any point during your gameplay that the bonus comes with a maximum cap on winnings?
• Is your balance displayed as separated into real money and bonus money, or is it shown together?
• After finishing the wagering requirements, were your winnings transferred to your real-money balance? Was any cap applied to the winnings after completing the wagering?
• Could you please send me a screenshot of your transaction history and bonus history?

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

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Please allow me to add a few notes on the summary of this case:

1. The total withdrawal amount is exactly 1.400 USDT.
2. I have not received the 584 USDT. Immerion is still proccessing my withdrawal after 2 days.

Additionally, I would like to give you a full history of the transactions for better clarifications.

I've started by depositing 100 EUR at 18:11. Those 100 EUR came with a 100% bonus. From the real balance I've played and lost. And then started playing with the bonus.

After wagering the full amout 5,88k. I was left with around 500IMR so, I've withdrew around 500USDT (I can't remember the exact amount but it was in that area). From that amount, I've first withdrew 400USDT at 21:14. And left 100USDT in my account for playing. With the 100USDT left in my balance, I won and went up to 650USDT aproximately. So I withdrew another 500USDT at 22:25. Playing the rest of the balance, and getting the new balance up to 800USDT aproximately. I've then try to withdraw the full amount. But I had a daily limit of 1k. So I withdrew 100USDT at 23:20 capping the limit. And leaving the rest of the balance in my account for more playing and waiting for the next withdrawal reset.

At 02:41 when a 500USDT withdrawal was initiated. My total balance was at 500 USDT, so I withdrew it, but I cancelled it immediatly, because I wanted to still keep playing for 100 USDT. So I only withdrew 400USDT at 02:42. And lost the 100USDT.

To summarize, I've initiated a total of 1,4k in withdrawals. And only received back (in my playing balance) 584 USDT. I'm still expecting 816 USDT back.

Now frankly speaking, no reasonable person will keep on playing and putting their balance at risk and stressing to get it up to a certain point, while wasting 8 hours of their life doing so. If they ever knew the withdrawal limit was 584 USDT and could've stopped 8 hours ago. This should emphasize the lack of clarification and notifying the players from Immerion's side. And I'm sure other players have faced the same cosequences due to the platform's poor infrastructure, irresponsible and biased agents and their misleading practices. I strongly believe this case highlights issues that may affect other players as well, and I trust Casino Guru will take appropriate action to ensure fairnes and transparency.

Update: I have received my withdrawal of 584 USDT in my external wallet.

Hi, I just tried to have a chat with Immerion to solve this issue. I have posted a new video in the Google Drive files titled "Immerion - Atempt to amicable resolution - Chat Proof"

Those are my notes on the chat:

They never answered my direct yes/no questions → shows avoidance.

They copy-pasted rules repeatedly → shows they don’t have a solid defense.

They slipped into Polish mid-reply → likely outsourced support staff, further proving unprofessionalism.

They admitted: "I am very sorry that my colleagues may have been rude to you." → That’s an acknowledgment of misconduct.

They refused to send past transcripts (even though I'm entitled to them) → another violation of transparency.

They refused to escalate me to a supervisor in real time, offering only "email" (I have not received a reply yet from the manager via email, it's been 5 days) → obstructs proper dispute resolution.

They claimed the button is "Convert," but later admitted it’s under "Withdrawals" → confirms misleading/confusing UI design.

They insisted bonus rules apply even after IMR → USDT conversion → not supported by their own written policies.

They claimed "all conditions have been met" but never cited the exact clause setting a flat 583.78 USDT cap → avoidance and arbitrariness.

They acknowledged support downtime ("technical days") → confirms my claim that policy/support were unavailable during my play.

They closed the chat with "seems you are not available" while I was still active → shows bad-faith handling.

Thank you very much for providing further information and documentation regarding your case. You mentioned the following:

"However, once activating the bonus, inside the Withdraw Tab, there was a progress bar for the wagering and a notification saying 'Max Withdrawable Amount 584 USDT'."

This indicates that you were aware of the fact that the bonus comes with a maximum withdrawal cap of 584 USDT. Could you kindly confirm this?

Was your balance capped at this amount after you completed the wagering requirements?

When you continued playing after wagering and accumulated additional funds before requesting the withdrawal of 1,400 USDT, was your balance capped again, or was the cap applied only once?

At this stage, I recommend reaching out to the casino’s customer support team and requesting your complete gaming history in Excel format—covering the period from the moment you activated the bonus until the time you submitted the withdrawal requests. Once you receive it, please forward it to me at [email protected].

Thank you for your patience and cooperation.

Dear Petre1998,

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,
Veronika
Casino.Guru