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Immerion Support and Complaints – Contact Help and Resolve Issues

Immerion is one of the fastest-growing online casino and sportsbook brands in Canada, but what happens when things go wrong? This guide explores how to reach Immerion support, what to expect, and how to file a complaint at Immerion if needed.

Thierry Henry
Nigel Naicker

Last updated: 2025-07-11

Chad Nagel

3 minutes read

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Immerion
Licenses:
Get 250% + 250 FS
  • Great selection of games
  • Deposit and withdrawal with crypto
  • Available in many languages
    • get bonus
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    Overall Rating

    4/5
    Full T&Cs apply 18+

    How to Contact Immerion Support (All Devices)

    Getting support from Immerion is straightforward, with several options available. However, not all channels are equal when it comes to speed and issue resolution.

    Contact Immerion Support

    Support ChannelAvailabilityAvg. Response TimeContact Detail
    Live Chat24/71–2 minsAvailable via help icon on site
    Email24/712–24 hourssupport@immersion.com
    Help Centre24/7Instant (self-service)https://support.immersion.com
    Phone NumberNot available—Not provided

    SB Suggests: “For account-related queries like missing Immerion bonuses or verification delays, live chat is much faster than email.”

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    User Experience on Mobile Support

    I tested Immerion’s mobile support over a week using both Android and iOS devices. Here's what I found:

    1. Live chat functions smoothly via mobile browser
      Auto-response bot filters queries and connects you to a human within 1–2 minutes

    2. Email support works well with attachments, ideal for KYC document uploads
      Help Centre loads quickly and includes multilingual FAQs and troubleshooting
       

      There is no dedicated mobile app support hub, you must use a browser. This isn’t a deal-breaker, but a native mobile support experience would be a major plus, especially for long-term users.

    What Support Can Help You With?

    Here’s a breakdown of common problems and the best support channels to use:

    Issue TypeRecommended Channel
    Withdrawal DelaysLive Chat
    Bonus Not CreditedLive Chat / Email
    Account Lock / Password ResetLive Chat
    KYC Document UploadEmail
    Technical or Game ErrorsHelp Centre / Live Chat
    Responsible Gambling ToolsLive Chat / Help Centre

    SB Tip: “Always save a transcript of your live chat if discussing sensitive issues — you may need it if you escalate a complaint.”

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    How to File a Complaint at Immerion

    If you’ve hit a wall with regular support, here’s the formal complaint process at Immerion. Stick to the timeline and document everything.

    Step-by-Step to File a Complaint

    1. 1

      Contact support first via live chat or email

    2. 2

      Explain the issue clearly — include account ID, dates, and screenshots if relevant

    3. 3

      Ask for a complaint reference number

    If no resolution within 7–10 working days, send a follow-up email marking it as a formal complaint.
    Still unresolved? Escalate externally via an independent ADR (Alternative Dispute Resolution) body like eCOGRA or the licensing authority (usually Curacao or MGA)

    SB Suggests: Track your timeline — if you don’t get a formal resolution within 7–10 working days, escalate externally.

    SB Support Score: Immerion Casino and Sportsbook (2025)

    Here’s how Immerion stacks up across key support metrics based on our real-world testing and user feedback:

    MetricScore (Out of 10)
    Live Chat Accessibility8.5
    Agent Helpfulness & Accuracy8
    Email Response Time7
    Complaint Escalation Transparency6
    Mobile Support Performance8
    Multilingual Help & Coverage8
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    SB Support Score: 7.7/10

    Immerion provides fast, multilingual support, but clearer ADR routes and complaint processes would improve trust further.

    FAQs

    How can I speak to a real agent at Immerion?

    Use the live chat icon on the bottom right of the website. Type “agent” or describe your issue to get connected to a human after the initial bot message.

    What languages does support offer?

    English, French, Spanish, and German were available during our test. Language options auto-adapt based on browser settings.

    How do I file a formal complaint?

    Start with support (chat/email). If unresolved, mark your email as “formal complaint” and include timelines and evidence. Escalate to the relevant authority if no reply within 10 working days.

    How long does Immerion take to reply?

    Live chat usually connects in under 2 minutes. Email can take 12–24 hours. Complaint resolution may take up to 10 days.

    Can I upload ID/KYC documents via mobile?

    Yes, email allows attachments. You can scan or take pictures using your mobile and send directly from your mail app.

    Thierry Henry
    Nigel NaickerBetting Writer

    With a decade of sports writing expertise, Nigel Naicker has crafted compelling content across football leagues like the Premier League and UEFA Champions League, as well as cricket and UFC. A passionate storyteller since 2014, Nigel joins the SportsBoom team, ready to deliver insightful narratives across various sports disciplines.