Immerion Casino - Player’s winnings are repeatedly delayed.

Hello.

Immerion casino does not want to pay out winnings.

I activated the free spins promo bonus. The maximum cashout from free spins, according to the terms and conditions, was $400.

Having successfully completed the 50X wager, I placed a withdrawal request.

The withdrawal was cancelled, and they said in the chat that I first needed to make a deposit of $25 (I should note that I had already made a deposit at this casino before).

Okay. I make a deposit and spin it at 3x (or even more) and settle on $230 and set it to withdraw.

I'm waiting. And then it's canceled again, and the withdrawal button is disabled. I ask in chat why. They say I now need to go through KYC verification.

I reply that I have already passed verification and made a deposit and withdrawal of funds. They say I need to do it again.

Okay, I'm sending all the documents and photos with my casino account in the background to the verification email. kyc@immerion.com

And again silence, I send it again several times, silence. No feedback.

The chat was full of empty promises. "Wait, we're working hard," they said every time.

Then they came up with a new excuse: they couldn't send me a letter, which was already "ridiculous." They said I had a problem with my email.

I asked mail support to check my email. They wrote that everything is fine with your email, it's clean and there are no filters or blocks. If they say there is a problem, it's on the sender's end. They told me to send a sending log.

I requested the delivery log via chat and even gave them my alternate Gmail address so they could write to me there. But no response, no greeting.

It is clear that this is just an excuse not to pay out the winnings.

I believe that in this way they avoid the responsibility of playing fairly and not paying out winnings.

Hello.

Immerion casino does not want to pay the winnings.

I activated the promo bonus for freespins. The maximum cashout from freespins in the conditions was $400.

Having successfully unscrewed the 50 X vager, I put it on withdrawal.

The withdrawal was canceled, the chat said that you must first make a deposit of $25 (I note that before that there was already a deposit in this casino)

All right. I make a deposit and unscrew its turnover x3 (even more) and stop at the amount of $230 and bet on the output.

Wait. And again cancel and disable the output button. In the chat I ask what is the reason? They say now you need to pass the KYC check.

I answer that I have already been verified and made a deposit and withdrawal of funds. We need to talk again.

Okay, I send all the documents and photos against the background of the casino's personal account to the verification mail kyc@immerion.com

And again silence, I send again several times, silence. There is no feedback.

Breakfast was fed in the chat. Wait, we work hard, they said every time.

Then they found a new excuse that they could not send me a letter, it was already "funny." Allegedly, I have a problem with mail.

I requested mail support to check my mail. They wrote everything in order with your mail, it is clean and there are no filters or locks. If they say and there is such a problem, then from the sender. They said let them send the sending log.

I requested a chat send log and even gave a spare gmail to write there. But not an answer, not a greeting.

It is clear that this is just an excuse not to pay the winnings

I think that in this way, they evade the responsibility to play fair and not pay the winnings.

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.

 

Dear 1aleks1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Immerion casino and the difficulties you are facing with your withdrawal.

To help us understand your situation better and to facilitate the investigation, could you please provide answers to the following questions:

• Can you confirm the exact date when you made your initial withdrawal request?
• Was there any specific timeframe mentioned by the casino for the KYC process or for processing your withdrawal?
• Have you received any updates on your KYC submission after sending the documents?

Your cooperation in providing these details will help us investigate and work towards a resolution. We want to ensure that your concerns are addressed effectively, and having all relevant information will assist us greatly.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Kristina

1. 24/08/2025
2. No, they did not give any deadlines for checking and withdrawing funds.Every time they say wait
3. According to my KYC application, there were no updates after sending the documents.There is no feedback at all

Dear 1aleks1 and Casino Guru,

At the moment, the KYC department notes that there seems to be an issue with sending emails to the player from the KYC department as the domain is being blocked by either the player or their email host. We kindly ask the player to check in with the host to see that our domain is not blocked. Additionally, we remind the player that KYC and support may use different email domains, thus being able to communicate with support does not ensure clear communication with KYC department.

After an inquiry with the KYC department, they are currently awaiting a selfie with the ID and website visible from the player. The previous submission was rejected as the ID was partially cropped, blocked or unreadable.

Respectfully,

Immerion Casino Representative.

Dear Immerion Casino representative, I already mentioned in the casino chat that the response from email support was positive, and that there are no filters or blocks on my end. Emails are coming from all email addresses except yours (isn't that odd?)

They said that the error could be on the sender's side, and requested a sending log from the sender, which I also duplicated in the chat, and even gave a spare email so that they could send it there.

Regarding the selfie, you could have at least conveyed it through chat.

Okay, I'll send your email domain to the mail service again.

Regarding the photo. Which one specifically didn't work? A selfie with a casino in the background? Or just a selfie with a passport?

I'll do it again now and upload it to my email.

Dear 1aleks1 and Casino Guru,

Here is the error we receive when the KYC attempts to send an email to the player's email address. Since the error contains the player's email address and other potentially private information, we request this post to remain private.

Regarding player's verification, if new files have been sent, the KYC department will check them during working hours and provide feedback as soon as possible.

Respectfully,

Immerion Casino Representative.

Dear Immerion Casino representative

I sent your screenshot to mail.ru support.

I also re-uploaded the documents on kyc@immerion.com

But I think if the mail issue isn't resolved, now that we have two-way communication, we can resolve the problem here.

Isn't that right?

Hello!

We have received your request and forwarded it to the appropriate department. Please allow our specialists some time to review all the details. They will contact you as soon as possible.

Sincerely,

the My World Project User Support Service

, please quote the entire correspondence when answering questions.

They sent me an error message ( kyc@immerion.com ) when they sent me an email

Dear 1aleks1 and Casino Guru,

We want to confirm that KYC department is receiving player's emails successfully, which means the procedure is ongoing. If needed, we will be able to copy contents of KYC department's emails here in order to maintain communication with the player.

Respectfully,

Immerion Casino Representative.

Dear representative @ Immerion Casino

I received a response from mail.ru support.

Hello.

Blocked emails are spam. They will not be unblocked.Sincerely, Robert B.

Abuse Team Mail

I can't send an email. They say there's an error when sending.

Please check the sender's domain " target="_blank" rel="nofollow ugc noopener noreferrer"> kyc@immerion.com

They also sent a response via chat, and a screenshot of what they showed when they sent it to me (attached)

I hope this doesn't prevent us from resolving the issue positively. You can contact me here.

I sent the documents again yesterday. I hope you'll open the withdrawal button today.

Dear Immerion Casino representative

So, is that the end of the conversation? They started responding and then disappeared again?

Tomorrow is your day off, right? Let's continue in a month now?

The answers above have been given, the documents have been resent, what is the problem with opening the wallet to withdraw the winnings?

Dear 1aleks1 and Casino Guru,

Unfortunately, since our last communication, the KYC department has not received any emails from the player regarding the requested documentation. If the player has sent them and they have bounced, we ask the player to resolve the concern with their domain host, which is seemingly blocking communication between KYC and the player.

At the moment, last communication attempt from the player was logged on September 28th.

Respectfully,

Immerion Casino Representative.

Dear Immerion Casino and Casino Guru

I sent the documents last week, on October 8th.

I don't understand what's going on with your KYC address. I left a response from mail support above, saying that replies from your email are treated as spam and can't be unblocked.

My email works fine with the rest of the internet. All services and websites write to me, and I communicate with them without any problems. I don't know what's wrong with you. I repeat, this is a ploy on your part to avoid paying someone their winnings, in my opinion.

I can upload documents here in this thread, I can give you a spare email gmail.com

And there's no point in focusing on this. You're trying to turn things around again to deflect the position.

I'm waiting for an answer, should I upload documents here?

This was sent to kyc.

Dear 1aleks1 and Casino Guru,

To correct our previous statement, we indeed received communication from the player in early October. However, the issue remains consistent with what was communicated to the player in the beginning of the thread:

"After an inquiry with the KYC department, they are currently awaiting a selfie with the ID and website visible from the player. The previous submission was rejected as the ID was partially cropped, blocked or unreadable."

This was also communicated via email which was sent on October 8th but was blocked by player's domain. We would like to remind that needed documentation needs to be sent via KYC email address as we won't be able to accept it via forums or other sources.

Respectfully,

Immerion Casino Representative.

Dear Immerion Casino and Casino Guru

*After submitting a request to the KYC department, they are currently awaiting a selfie with an image of ID and a website visible to the player. A previous request was rejected because the ID image was partially cropped, blocked, or illegible.*

You wrote this in the previous letter. You speak for the first photos.

After that, on October 8th, I sent 8 versions of a photo with my passport against the background of the website. And everything there is legible and visible and not cropped.

Here is one of them

And show me where here what is cut off.

Dear 1aleks1 and Casino Guru,

In the image provided in this forum, text on the ID is blurry and unreadable, which is why it was rejected.

Respectfully,

Immerion Casino Representative.

Dear Immerion Casino and Casino Guru

Everything is legible there, that's just an excuse. In 2025, there's still zoom, although everything is visible there anyway.

In this photo, tell me, is there anything you can't see?

@Casino Guru, you don't see anything either? What's your opinion from the outside?

Hello everyone,

Thank you both for your replies.

1aleks1, I understand this process has been frustrating, but these selfies aren’t the best quality. Could you please try taking new photos, perhaps using a different device for the selfie? All details must be clear, which is unfortunately not the case here.

But in fact, if you don't nitpick, the document is readable, and the website is too, and when you open the screenshot, you can even zoom in.

And let me remind you that I was already verified in immerion /

All that was needed here was confirmation that I am, it is me and that’s all.

With these documents that I sent, you can now confirm your identity and withdraw your winnings.

Dear 1aleks1 and Casino Guru,

Unfortunately, the player has not provided new image, adhering to the requirements, since our latest update. The KYC department will be ready to proceed further once appropriate documentation is received.

Respectfully,

Immerion Casino Representative.

Dear Immerion Casino and Casino Guru

I resent photos that I think are legible.

These are just your excuses. Everything is visible there.

Okay, I'll redo it again, but this is the last time.

I'm in touch, I was away

Dear Immerion Casino and Casino Guru

I have uploaded new photos.

Let me know when they check.

I hope this test will be positive!!!

Dear Immerion Casino

You disappear here and now. Can you reply to the message?

Then write one message with such a direction that it’s as if I disappeared.

Dear 1aleks1 and Casino Guru,

The KYC department has reviewed the latest submitted picture and was able to accept it. At the moment, additional documentation was requested from the player. Since there is an issue with email communication, we are copying the request in this forum:

So we can proceed with the verification of your account, we kindly ask you to submit supplemental documents such as a utility bill that shows your full name, residential address and date of the bill (not older than 90 days). Please only upload the one page which contains the required information and use an image file format (such as PNG, JPEG, PDF).

Additional forms of utility bills that are also acceptable include, but are not limited to: a current lease, a proof of enrollment at a college or university, or a tax return. 

Also, 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.

Respectfully,

Immerion Casino Representative.

Dear Immerion Casino and Casino Guru

I am very glad to hear that the KYC department reviewed the latest photo provided and accepted it.

Additional documents sent.

Dear 1aleks1 and Casino Guru,

We thank the player for providing the documents requested. The KYC department has reviewed them and is glad to pass along information that the verification is completed successfully.

Respectfully,

Immerion Casino Representative.

Dear Immerion Casino and Casino Guru

I'm glad to hear that the review is complete and the issue has reached its logical conclusion!

I put it on withdrawal.waiting

Hello everyone,

Thank you all for your cooperation.

1aleks1, I am happy to hear that there has been some progress. Hopefully, you will receive your winnings soon. Please keep us updated, so we can proceed accordingly. Thank you in advance.

Silence for now

Oh, I can't believe my eyes). It happened, at last.

Thank you, dear representative of Immerion Casino , for getting in touch here and actually starting to resolve the issue and resolving it.

Thanks to Casino Guru and Kristina for resolving and settling the issue!

It's cool that you help players!

The winnings have been received! The matter is closed!

Dear 1aleks1,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru