Immerion Casino - Player’s winnings are delayed for withdrawal.

I have been waiting two months for my winnings with this casino. In the beginning of May 2025 I deposited a little more than $100 with Immerion. They matched the deposit. I proceeded to play slots and I lost all of my original money. After the original funds were depleted I used the bonus money to make bets. I was really doing well. By the end of the night I had turned that 100 into 2500! Naturally, the next day I contacted Immerion to arrange for the winnings to be sent to my bank. I was informed that the most I could win was 10x the total amount of money they gave me. I was a little disappointed but that meant that I would still get around $1000. Every day I would check and they would tell me to wait 14 days then 30 days and now who knows how much longer. To add insult to injury, they even sent me a letter on May 16 2025 which said, " If as a result of the provider check, it is determined that you did not violate the rules and won fairly, you will be able to withdraw the funds. Unfortunately, there is currently no way to speed up the verification or to unblock withdrawals before it is completed." So now here we are with no money paid out and no answers as to what I should do next. Please help!

Dear gregde86,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, I would like to ask a few clarifying questions:

• What types of games did you play?
• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Have you passed the full KYC verification?
• Have you made any successful withdrawals from this casino before?
• When was the last time the casino communicated with you regarding the investigation of your account?

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,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

What types of games did you play?

slots

Could you please send me a link or a screenshot of the bonus you activated and played with?

I do not have that but I was playing with bonus funds they provided. These had a play through multiplier which I met.

Have you passed the full KYC verification?

That is the step I am in. I’ve been in this step for a month.

Have you made any successful withdrawals from this casino before?

yes two times before but they were small and were from my funds and not promo funds.

When was the last time the casino communicated with you regarding the investigation of your account?

june 12 they sent this. "Dear Player,

Your documents were received and sent for the review.

We appreciate your patience and understanding during this time.

In case of any updates, you will be immediately informed via email, thank you for waiting in advance."

I would also like to mention when I attempted to contact the casino via email I had my mail returned. Upon further investigation it appears that Immerion has blocked my IP. So now there is no way to complete KYC verification.

Thank you very much, gregde86, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, gregde86!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Dear Gregde86 and Casino Guru,

We have relayed all the information to our KYC Department.

Please be assured that your request is under review and will be addressed at the earliest opportunity.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

Immerion Casino Representative

Hi Immerion, thank you so much for getting back to me. When I made my first two withdrawals from your casino, they were processed almost overnight, which I really appreciated. The $1,020 withdrawal was made using bonus funds, but I’m confident I met all the playthrough requirements. As of July 3, this request will have been in process for 60 days, which feels much longer than usual. I’m hopeful things will be resolved soon—fingers crossed!

Greg

Are there any updates?

Immerion Casino Representative, has the verification been finished?

I have heard nothing from the casino.

Dear Gregde86 and Casino Guru,

Currently, we are awaiting selfies of the player to be featured in the background of our platform.

We have sent him a follow-up email regarding this matter.

Respectfully,

Immerion Casino Representative

Hey Gregde86, please, let us know when you will send the selfies!

Hello! What great news. I sent them

just now. The funny thing is that I am

pretty sure this was requested upon my initial signup but if it moves things along then I’m game.

Still waiting to hear anything. The message from Immerion was not super clear. It read as follows:

"So we can proceed with the verification procedure, please provide your photo with your ID document in hand in front of our website in good quality as the information on your document should be clearly readable and your face should be fully seen, thank you."

So in response to that I sent them a selfie of me holding my drivers license. The part I did not quite understand is the "in front of our website". How do I put myself in front of their website? Anyhow, i hope what I sent will be what they want. Today is day 75 of trying to collect my winnings!

They meant for you to open the website on your computer and take a photo in front of it.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have sent multiple pictures.

but what (I guess) they want is me holding my ID in front of their logo. I can do me in front of the logo or me with my license but I cannot seem to be able to get a clear image of my license along with a good background of the casino. I would think that me and my ID would suffice. If I put a background behind me in some photo editing app I’m afraid they’ll turn around and say I am using an edited image.

Yes, you are right abou he editing. However, I think it would be sufficient if you made a selfie while holding the ID while standing in front of the screen with the casino website opened like in the second photo, while focusing your camera on the ID, the casino's logo can be blurry, it is not as important as the info in the ID. You can do this one, send it here and I will say if this will be what I have in mind.

I also just sent this directly to immerion.

This looks good! Have you already received any response from the casino?

Unfortunately they have not replied to my selfie 🙁

Dear Immerion Team, is selfie sent by the player suitable for verification purposes?

Immerion responded today. They write:

"we kindly request you to provide the screenshot of a transaction from your crypto wallet to our platform where the hash ID and the destination wallet address are seen, thank you."

Since they are paying out in USDT then I sent them 9 USDT so I would have all of the information they requested above. I sent screenshots of both the Kraken transmission to Immerion in USDT as well as a screenshot of Immerion receiving these USDT funds. Hopefully that is all they require.

Dear Gregde86 and Casino Guru,

This is the final request needed to complete your verification. The KYC team will reach out to you shortly.

Respectfully,

Immerion Casino Representative

So now I’ve even sent them

additional funds so they can clearly see my crypto payment method. They said that they would reach out "shortly" but I haven’t heard anything more. Today is day 96 of attempting to get my winnings. I hope I get them by day 100.

Dear Immerion Casino Representative,

has there been any progress with the player's verification?

I have not been able to log into Immerion for the past few days.

Dear Gregde86 and Casino Guru,

Our website is undergoing technical improvements. 

We appreciate your patience and will resolve your complaint promptly.

Respectfully,

Immerion Casino Representative

What is causing the delay now? Is there anything that I can do to help this process?

gregde86, it seems that the website is back online. Have you received any further information on your verification porocess?

No I just checked and no update.

greg

Dear Immerion Casino Representative, can you tell us what is needed to finish the verification process?

Dear Gregde86 and Casino Guru,

I can confirm that all the necessary documents have now been provided.

As such, the funds can be withdrawn.

Respectfully,

Immerion Casino Representative

I read the information from Immerion and I was excited that I was finally going up get my winnings. They say the money is ready to withdraw but when I try I get an error saying I need to wager 22 dollars before I can cash out. I met all the requirements to

cash out months ago. So frustrating 🙁

Dear Gregde86 and Casino Guru,

After an additional check, we see that a deposit in the amount of 7.63 USDT has been made on August 4th, which is the wallet you are intending to withdraw with. As per our Terms, this amount must be wagered 3 times before withdrawal is available, which is why this requirement has appeared at this moment. For your convenience, I have copied the relevant article below:

It is mandatory for each Player to fulfill a wagering requirement prior to initiating withdrawal. This means that each Player is obliged to place a minimum of one bet, which is equivalent in value to the total amount of funds deposited. In essence, this constitutes a wagering requirement of 3x the deposited amount.

Respectfully,

Immerion Casino Representative

I only added cash to the account so I could show you the transfer information. As for the other money (1020) that has met the wagering rules (and did so on 5/3/2025). I will gamble the amount above 1020 but how can I get that 1020 amount out now? Casino guru, can you see how they basically required me to deposit more money and are now using that deposit of my own money to hold up the withdrawal of the 1020? This is not being fair to me.

I understand that having to wager all deposits before making any withdrawal is not as much user-friendly as it could be, however, $21 is not the very high amount and can be wagered in a couple of moments. Is there any particular reason why you cannot wager it and then request the withdrawal?

Since this saga began, Immerion has ceased operations in the state of California. If I attempt to log in I get a warning saying that they are not in my area. I can use a vpn to access the service but I am not sure where immerion operates nowadays.

I see, Immerion Casino, can you explain how must the player wager the amount since they are not able to access their account?

Dear Gregde86 and Casino Guru,

We have not recently changed any location restrictions at the website. The full list of restricted locations is located in our Terms, available to check by the player. The player can avoid playing from those locations for uninterrupted access to Immerion.

Respectfully,

Immerion Casino Representative

Where do I go to check the terms?

gregde86, you can just send the screenshot of your login attempt and a territory warning here, so we can take a look.

When I go to the site I get this page.

Good news! I was able to log in to the casino using a VPN. I was able to initiate the transfer of 1000 to my crypto account. Now I am just waiting for Immerion to complete their part. I have attached a picture.

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

Dear gregde86,

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,

Pavel