Immerion Casino - Player’s winnings are confiscated by the casino.

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Dear NOOBAS93,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing with the online casino.

To better understand your situation and assist you effectively, could you please provide us with some additional details?

• Could you please clarify the exact date when you requested the withdrawal?
• Could you please confirm which verification documents you have already provided and when you sent them?
• Have you submitted all required documents in the correct format and as soon as possible after they were requested?
• Can you share the exact reasons provided by the casino for the KYC delays and the gameplay check by the slot provider?

Your cooperation in providing these details will help us investigate the matter more effectively and work towards a fair resolution.

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,

Petra

Dear NOOBAS93 and Casino Guru,

We wish to remind the player that KYC process, when requested, is a mandatory procedure, outlined in Immerion's Terms and Conditions.

7.3. We reserve the right to carry out verification procedures for each Player at first withdrawal and anytime further, depending on our internal decision without any explanations to the Player about the reasons for such request. Such verifications may for example include copies of a Player’s passport, national Identity Card, copies of a Player’s utility bills, and/or copies of the debit/credit cards used to deposit.

If such documents were not provided previously, Immerion may re-initiate the procedure, according to those Terms. If the documents have not been provided for extended periods of time, the restrictions may be lifted temporarily until the verification is requested anew. At the moment, there are no restrictions or funds on the player's account and, unfortunately, we have not received appropriate documentation.

Respectfully,

Immerion Casino Representative.

I have to say that I have made only one time withdrawal form this casino it’s was the first one 40 euros after that I had won 1000 usd and they said that my gameplay should be checked it was one year ago and on 12/05/2026 i took a loyalty bonus from them I wager it and could withdraw 250 usdt I made the withdraw after that the same day I had one more bonus with max cashout after wager 100usdt I could made it after the wager the next day at 13/05/2026 they cancel it and saying that I made the cancellation I think there is no reason to try something with this casino as you can see a lot of people had made the same reviews like me or almost the same and also as you can see they replied under my review and they replied only for the kyc prices not that they not making the withdraws or trying to ways to avoid them I think this csis I is a big scam I have screenshots also to send if is necessary just please if you can close this casino because they are scammers

Thank you for your reply and for providing the previous details, NOOBAS93.

• Could you please clarify what specific bonus or promotion you received that resulted in your winnings of 500 USDT?
• According to the casino’s response, we would also like to ask you to confirm:

1. which verification documents you have already provided,
2. when exactly you submitted them,
3. and whether all requested documents were provided in the correct format and as soon as possible after they were requested by the casino.

• Additionally, could you please provide any further communication you had with the casino regarding this matter? This may include screenshots, emails, or live chat records.

You can send all supporting documents to petra.h@casino.guru or upload the screenshots directly to the complaint thread.

Thank you again for your cooperation.

Best regards,

Petra

Dear NOOBAS93,

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.

Dear NOOBAS93 and Casino Guru,

To provide an update, the player has requested to close their account. This request was fulfilled by the support team, as per our procedures. No funds or withdrawals remained on the player's account at the time of closure.

We wish to note that additional information was provided to Casino Guru via email on this case.

Respectfully,

Immerion Casino Representative.

Dear NOOBAS93,

Based on the information provided by the casino, the account was closed at the player's request, and no funds remained in the account at the time of closure. At this point, there does not appear to be any remaining disputed balance for us to investigate further.

Furthermore, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with any further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, should you obtain any new evidence that contradicts the casino's statement or wish to provide additional relevant information, you may request that the complaint be reopened at any time.

Thank you for your understanding.

Best regards,

Petra