Immerion Casino - Player’s withdrawal has been delayed.

This casino not paying withdrawal at all. Each time they cancel your withdrawal after 3 days(processing it) with different reasons:

I passed KYC 2 times

I passed "Provider check 2 times"

They couldnt withdraw to my CC, while accepting Deposit from this Card. And they have connection with Revolut. My card is from Revolut.

35 days past from first Withdrawal request. They also didnt send you an email when its canceled.

Hello, 

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

• Have you made any successful withdrawals before?  
• Have you accumulated your winnings with or without an active bonus? 
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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, 

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

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

Thank you for your patience, and stay safe.

Hello,

Have you made any successful withdrawals before?   - No

No Bonus win, Im always playing for real w/o any Bonus.

I sent you an emails with screenshots and conversations

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) 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 andrewlv11880,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. 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, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear andrewlv11880 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 andrewlv11880 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 andrewlv11880 and Casino Guru,

The player successfully withdrew his funds.

Respectfully,

Immerion Casino Representative

Dear andrewlv11880,

can you confirm that you have received all your funds?

Dear andrewlv11880,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jana
Casino.Guru