Immerion Casino - Player's verification has been delayed.

Hello, once again I make a second complaint at Immerion. The first was solved thanks to Guru thank you again. This time my problem is simply that I was asked for a kyc. So I sent all the necessary documents. Except that it's been since 09/29 or three weeks that I've JUST been waiting for a response to my email!! I never got an answer! I relaunched the direct chat 5 times so that they answered me and always the same sentence as what they will transmit for problem so that I go urgently obviously this never solved my problem no answer. So suddenly I've been blocked for three weeks for the kyc. It's tiring this kind of casino to have to make complaints to make things happen.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Immerion Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify which documents the casino requested?
• Did the casino confirm they received the documents from you?
• Could you please share with me your communication with the casino regarding the initial verification requirements and the live chat interaction? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Dear FiLouYe and Casino Guru,

The player is currently undergoing the KYC verification procedure in accordance with the Terms and Conditions. The KYC department is currently awaiting additional financial documentation from the player in order to complete the process. We kindly ask the player to provide it as soon as possible.

Respectfully,

Immerion Casino Representative.

Hello Immerion,

I sent all the documents you asked me for. So I'm waiting for an answer from you. Because you asked me for the proof of deposit I have already sent it to you. You just lengthen the withdrawal time as usual. It's exhausting.

Today Immerion has finally validated my kyc. After more than 4 weeks. Thank you Guru for your help and to immersion for having reacted.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear FiLouYe,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas