Immerion Casino - Player’s account verification is delayed.

It's taken over a month to verify my account. They keep giving me the runaround. Every week they ask for something different to avoid paying... Instead of asking for all the documents at once... Fraud.

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 mmj487,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• Did you sucesfully withdrawn funds from this casino before?

• Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?
• Do you currently have any pending withdrawal requests?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear mmj487 and Casino Guru,

Upon an additional check, we can see that the player was undergoing KYC verification, which was successfully completed earlier this week upon provision of required documentation. There are currently no restrictions on the player's account.

Respectfully,

Immerion Casino Representative.

I was able to request a withdrawal... I'm still waiting for it to be approved... it takes a month to withdraw...

Dear mmj487 and Casino Guru,

To provide an update, there are currently no pending withdrawals left on the player's account or funds remaining on the balance. The latest request has been processed successfully by the team earlier today.

Respectfully,

Immerion Casino Representative.

Dear mmj487,

Thank you very much for your update.

The casino has informed us that your latest withdrawal request has now been successfully processed and that there are no remaining funds or pending withdrawals on your casino account.

Could you please confirm whether the €615 has successfully arrived in your respective payment account?

Thank you very much in advance for your reply.

Karla M.

Dear mmj487,

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,
Karla
Casino.Guru