Immerion Casino - Player's withdrawal has been delayed.

Hello. I have a problem with withdrawing money at Immerion Casino. Please help me. I haven't been able to withdraw money since mid-April. They are deliberately delaying the procedure. All documents for verification were sent a long time ago. Kyc doesn't respond to emails. Please help. This is abnormal. In all casinos, all procedures take 2-3 days. And here I have been waiting for my money for almost 2 months.

Dear mindunasj,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing money from Immerion Casino.

To better understand your situation and assist you effectively, could you please provide us with the following information:

• What specific withdrawal method did you use?
• Have you received any communication from the casino regarding the status of your withdrawal?
• Have any of your documents been verified by the relevant department?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Have you made any successful withdrawals from this casino before?
• Did you accumulate your winnings with or without a bonus?

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

Every procedure takes too long. It seems like it's being deliberately delayed. I've been waiting for a long time for the Kyc documents to be approved. They ask for one document, two weeks later another, two weeks later another... When they could write down what they need in one letter.

I'm still waiting for kyc approval. I've played in many casinos, and only Immerion Casino does such nonsense.

I asked support for help maybe 20 times and got the same answer: we apologized for making us wait so long, we asked Kyc to be faster. But nothing changed.

Please help.

Before we proceed with the investigation, please forward me all the communication between you and the casino regarding the verification of your account at veronika.f@casino.guru. Alternatively, you may post screenshots here. Thank you for your patience and cooperation.

I wrote Kyc a letter every day, but they don't answer. They really don't want to answer. I already think I won't get my money back.

Thank you very much, mindunasj, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) 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.

I hope. Thank you.

Dear mindunasj,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Immerion Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

hello. everything is the same. kyc does not respond to emails, and the support help team keeps promising that kyc will check your documents immediately.🙄

They must be joking. Maybe they don't see that it's shown in two languages.

look.

Dear Immerion Casino,

The documents provided are bilingual. Could you kindly confirm whether you have received everything you need to proceed?

Thank you in advance for your response.

Dear Mindunasj 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

Dear Immerion Team,

Thank you for your response.

I kindly urge you to handle this matter as promptly as possible, as we would really appreciate avoiding any unnecessary delays. Please also keep us regularly updated on the progress.

Thank you in advance for your swift cooperation.

Still no news from kyc.

Dear Immerion Casino,

 

I want to inform you that this is your final opportunity to resolve the pending complaint submitted by the player. Despite our previous communications, the issue remains unresolved.

 

I would also like to highlight that cases involving your casino have been taking an unusually long time to reach resolution. This creates a frustrating and negative experience for the players, which ultimately reflects poorly on both your operation and our platform.

 

Due to the growing number of ongoing complaints, this matter was discussed during our recent internal meeting, where it was decided that it requires immediate attention.

 

If we do not reach a satisfactory resolution within the next 7 days, we will proceed to close the complaint as unresolved.

 

Additionally, please be aware that failure to address this issue will result in a negative impact on your safety index, which will affect your overall standing on our platform.

 

We urge you to prioritize dealing with this situation and take the necessary steps to resolve it without further delay.

Every day is the same

Dear mindunasj and Casino Guru,

The player has been successfully verified and is now eligible to withdraw their funds.

Respectfully,

Immerion Casino Representative

Dear mindunasj

HOPEFULY, At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Ok. Thanks.

Hello. I finally got my money back. Thank you for your help. 😀👍

And thank you Martina.

Wonderful! I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. Dear mindunasj 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,

Martina Bennett

Casino.Guru