Immerion Casino - Player claims that payment has been delayed.

A few days ago, I won a good amount of money at Immerion Casino. Now, the casino is asking me for proof of identity, which is perfectly normal given the amount I won. However, it's been a few days since I sent all the required documents and I haven't heard anything. I have the impression that the casino is deliberately delaying the verification of my documents. I've never had this problem with Immerion. I would like at least the KYC department to respond to my emails.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Ok thank you

!

Donc, j’ai vu plusieurs plaintes comme la mienne être déposée. Le casino fait par exprès de retarder la vérification de documents et parfois, ça peut prendre des mois. J’ai lu également les interventions de médiations que casino Guru a fait et à ce que j’ai vu, vous êtes au courant que ce casino fait ca.

si j’ai bien compris, vous me dites que si mon compte, mon identité ainsi que mon historique de jeu sont approuvés par le casino et qu’après tout ca, je n’ai pas reçu l’argent, vous allez intervenir mais le problème est qu’il font exprès de ne pas vérifier toute ces choses !

Quelle sont les options qui s’offre à moi si le casino ne veux pas vérifier mes documents qui son en norme afin de ne pas me payer.

bien à vous

merci

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Thanks for the follow up! No, the casino did not pay me !

many thanks

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

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

Have you received any updates from the casino regarding your verification process since your last message?

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.

Hello, here are the answers to your questions: I've already made several withdrawals from this casino, but not for such a large amount. I played without a bonus. The casino replied, saying I need to send them a valid ID. But I've already done so. They're just trying to delay the payment because they don't want to pay. Here's the message:

I repeat, I send to them a valid ID !

Dear player, have you finally managed to complete the verification process with the casino?

Also, could you please send me the full communication you've had with the casino regarding your verification? I haven't received anything by email so far.

Can you tell me exactly which document the casino is refusing to accept?

Bonjour, non, toujours pas de nouvelle de la vérification. Je vous envoie à l’instant les conversation ainsi que le document que le casino refuse d’accepter.

merci

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear v96wpwcnf495,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Immerion Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear v96wpwcnf495 and Casino Guru,

Thank you for raising your concern. Upon additional inquiry with the KYC department and our email domain host, it appears that the player's email domain is blocking communication from the KYC department as we have received two notifications of non-delivery. We have now attempted to send an email request from an alternative email address and kindly ask the player to check their inbox and confirm whether it was delivered.

Respectfully,

Immerion Casino Representative

bonjour, les élément énoncé par le casino ci dessus sont faux. Les soit disant mail envoyés sont des message automatique me disant que je dois fournir une preuve d’identité. Je l’ai ai envoyé plus de trois fois au total et le casino continue de m’envoyer le même message. Une photo d’une carte d’identité gouvernemental ainsi qu’une photo de moi tenant cette même devant leur site tel que demandé à été fournis.

je souhaite spécifier que je revois bel et bien les mails du casino. Il ne font que m’envoyer le même mail. De plus, il est impossible que le casino a essayé de m’envoyer un mail à une adresse email alternative car ils n’ont pas cette information.

plusieur plainte ont été fait sur ce casino à ce même sujet.

Immerion , arrête de retarder le processus de vérification et paie le montant du à tes clients .

Dear Immerion Casino,

what causes the delays in withdrawal process? The player has sent all the necessary documents.

Dear v96wpwcnf495 and Casino Guru,

To clarify player's concern, the request was made from an alternative email of ours, not to an alternative email of player's.

The delay is caused by ongoing verification process, as per our Terms. After an inquiry with the KYC department, the document they have received (picture with ID) was not up to required standards for multiple reasons - document was partially unreadable and was not one of the ID types we accept (ID or driver's license).

If required by Casino Guru representative, we can provide the picture sent to us and the notices of failed delivery of the emails. We are currently awaiting an updated picture for the verification request and hope the player has received out latest email on the matter.

Respectfully,

Immerion Casino Representative

Dear v96wpwcnf495,

could you please provide the casino with a valid document (ID or driver´s licence)? Once you do so, please keep us updated.

Bonjour, une carte d’assurance maladie provenant du gouvernement est une pièce d’identité valide. Je ne comprends pas pourquoi le casino n’accepte pas cette carte. Il est clairement marqué sur le site du gouvernement du Canada que cette carte constitue une carte d’identité. De plus, les photos envoyées sont très claires. Si le casino ne l’accepte pas, j’enverrai une photo de mon permis de conduire, il faut seulement que je le commande par la poste.

Dear v96wpwcnf495 and Casino Guru,

Unfortunately, we are unable to accept a health insurance card for the verification purposes. As the valid ID forms in various regions may vary, we have identified in our KYC policy standard accepted forms of ID, which are universal in all regions. As such, we will be able to accept a national ID card, passport or a driver's license. In providing such choice, we understand that any player would be in possession of at least one of the noted identification documents.

Respectfully,

Immerion Casino Representative

Je comprends, lorsque j’enverrai mon permis de conduire, savez-vous environ combien de temps prendra la procédure de vérification ?

Avez-vous besoin de d’autre documents tel qu’une preuve d’adresse ou un relevé banquaire ?

merci

Dear v96wpwcnf495 and Casino Guru,

We aim to process provided documentation as soon as possible, within the working hours of the KYC department (Monday-Friday). KYC will review provided documents and if additional files will be needed based on the review, they will contact you immediately.

Respectfully,

Immerion Casino Representative

Dear v96wpwcnf495 and Casino Guru,

At the moment, the KYC department has reported that no additional documentation was provided by the player. Unfortunately, need for any other documents may only be determined by the KYC department upon review of the player's identification documents.

Respectfully,

Immerion Casino Representative

Dear v96wpwcnf495,

have you uploaded the necessary documents? When you do so, please let me know and send them to jana.k@casino.guru

Dear v96wpwcnf495,

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,
Jana
Casino.Guru