Immerion Casino - Player's withdrawal has been delayed for two months.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello,

Thank you for your reply.

Yes, I have made few successfull withdrawals at this casino. It has been few months ago.

I have sent them pictures of both sides of my ID, the proof of the payment method (screenshot from my Jeton profile) and the selfie with my ID with the Immerion site in the background. I am currently waiting for reviewing my bank statement which I sent them on 12th of June.

I have accumulated winnings with an active bonus.

Kind regards

Jakub

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hi Kristina,

I am very busy lately. I will do it on Tuesday at the latest.

Kind regards

Jakub

Hi,

I have just sent an email to [email protected].

Kind regards

Jakub

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Romi ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Immerion Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Immerion Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Mixer and Casino Guru,

Currently, access to the site is restricted due to ongoing technical work.

I will follow up with you once the work has been completed.

Respectfully,

Immerion Casino Representative

Dear Mixer and Casino Guru,

After extensive technical work, our platform is now fully operational.

We will respond to you shortly with an update.

Respectfully,

Immerion Casino Representative

Dear Mixer 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 Mixer and Casino Guru,

After an additional check of circumstances, at the moment we see that the verification was completed at the end of July, after which the player has successfully requested and received two withdrawals. At this moment, the player does not have any pending withdrawals or funds on their wallet.

Respectfully,

Immerion Casino Representative

Hi,

I am confirming that all funds have been already processed to my account. Thank you Casino.guru for help.

I have another issue with this casino. I didn't want to mix these 2 cases in order to avoid any confusion.

On 23.06 I made a deposit on 400 USD and I wanted to use 250% bonus offer which I received from this casino. Before I made it I had already submitted withdrawal on 1753 USD (from my previous complaint which has been resolved).

After I made a deposit on 400 USD my previously requested withdrawal got cancelled by casino so I decided to go to the live chat. I was informed there that I can use this bonus after losing my deposit of 400 USD without using 1753 USD which has already been converted from previous bonus to the real money but after losing this 400 USD I wasn't able to use this bonus. This is a screenshot https://cdn.files-text.com/us-south1/api/lc/att/16537029/e7d6881df48154729b79070774cdab00/Zrzut%20ekranu%202025-06-24%20004633.png.

After 2 days of waiting I got this information "Please wait for the withdrawal of funds, then come back to us we will re-credit you this bonus offer."

My withdrawal is already processed. I would be grateful for a help with updating my bonus balance by the amount of 1000 USD (1000 IMR) according to the offer.

I have all chat transcripts if you need them.

Kind regards

Jakub

Thank you for confirming and for using the Casino Guru complaint resolution centre. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

For your other request, please contact the support of the casino outside this thread, as we wouldn't like to mix those two things up.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru