The player from Lower Saxony struggled to withdraw €3400 from Immerion due to a lengthy verification process. After submitting various documents, including ID and proof of income, he was required to have these translated and certified. The Complaints Team facilitated communication between the player and the casino, leading to the successful verification of his account. Following the verification, the player received his winnings in multiple payouts, with the final amount of €400 successfully withdrawn. The complaint was marked as resolved.
Immerion Casino - Player's withdrawal has been delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €3,400
Immerion Casino
Safety Index:HighCase summary
Discussion
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1 year ago
Translation
Good day,
I have been trying for weeks to withdraw the amount of €3400 from Immerion.
I was asked to complete a verification process. First, they requested my ID card.
Then they wanted pictures with a selfie, which I also sent them.
Next, there was a request for a selfie with the ID card and the website in the background. I completed this as well.
Then I received another email requesting a document that proves my address, such as a bill. I sent them two bills.
Another email came, this time asking to disclose the source of the funds. I sent a screenshot with 12 payments from my employer. Additionally, there were 6 screenshots of direct transfers from the company I work for, as well as 6 salary slips in PDF format.
Now I am being asked to have these translated into English and certified.
I'm at a point where I don't know what to do next and am seeking help here.
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1 year ago
Dear Smokezilla89,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that the casino asked you to translate and certify all documents you have provided so far?
- Did the casino approve any of your documents?
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
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1 year ago
TranslationI had to submit the documents by email. I then received confirmation that the documents had arrived and were being processed.
After inquiring about the status, new demands were made.
As I said, the current point is that they have had the documents translated into English and want them certified.
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1 year ago
Thank you very much for your reply, Smokezilla89. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
TranslationI sent them an email with the email history from Immerion.
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1 year ago
Thank you very much, Smokezilla89, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
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1 year ago
Dear Smokezilla89,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite an Immerion Casino representative to join this conversation and participate in resolving this complaint.
Dear Immerion Casino,
Could you please state why you require the notarization of the documents? It will be quite expensive for the player and he needs to be assured that he will pass the verification.
Thank you in advance for providing the information.
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1 year ago
Dear Smokezilla89 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
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1 year ago
Dear Immerion Casino,
Do you have any news regarding the player's verification?
I'll be awaiting your reply.
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1 year ago
Dear Smokezilla89 and Casino Guru,
Regrettably, we are unable to accept bank statements in German.
Please provide this document in English to facilitate our KYC process.
Respectfully,
Immerion Casino Representative
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1 year ago
TranslationIs that enough? The screenshots are now in English!
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1 year ago
TranslationHere again with my data, i.e. name, bank details etc. Hope that is enough now
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1 year ago
Dear Immerion Casino,
Could you review the documents provided by the Player and let me know the outcome?
I'll be awaiting your reply.
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1 year ago
Dear Smokezilla89 and Casino Guru,
We appreciate your patience regarding the lengthy verification process.
The KYC department is currently reviewing all the documents you have recently sent.
I can confirm that the processing of your application will commence without delay.
Respectfully,
Immerion Casino Representative
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1 year ago
Dear Immerion Casino,
Please keep us updated regarding the matter.
I'll be awaiting your reply.
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1 year ago
Dear Smokezilla89 and Casino Guru,
We are pleased to inform you that the client has been successfully verified.
We appreciate your transparency throughout the process.
Respectfully,
Immerion Casino Representative
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1 year ago
TranslationThe verification worked.
I now have 3x 1000€ and 1x 400€ in the payout because only 1000€ was possible per payout.
I'm curious how long this will take, considering I've been stuck in the verification process since December 3, 2024.
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1 year ago
Dear Immerion Casino,
Thank you for your response and the information you have provided.
Dear Smokezilla89,
I am glad to hear that your account was verified. Please keep us updated regarding the withdrawal process.
I am looking forward to your response.
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1 year ago
TranslationThe first 1000€ have arrived.
The remaining 2400 in 2x 1000€ and 1x 400€ was canceled due to daily limit.
I'll have the next payment paid out tomorrow and will keep you updated.
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1 year ago
Translation2nd payout made this morning and already received in the account.
1400€ are still missing, please keep the contribution open until then.
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1 year ago
Dear Smokezilla89,
Thank you for your response and the information you have provided.
I'll be awaiting your reply regarding the remaining withdrawal.
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1 year ago
TranslationI wanted to withdraw the third €1000 but now the withdrawal keeps being cancelled (tried several times).
So I went into the chat and asked. Apparently, my withdrawal limit had been exceeded and I'd have to wait.
The employee was unable to tell me what the limits were.
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1 year ago
TranslationToday it worked again after repeating twice to pay out 1000€.
There is still 400€ missing.
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1 year ago
Dear Smokezilla89,
That's wonderful news. Please keep us updated regarding the remaining 400€.
I am looking forward to your response.
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1 year ago
TranslationThe last 400€ have now been paid out.
Thank you very much for the help with this case and thanks to Immerion that everything worked out after all.
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1 year ago
Dear Smokezilla89,
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,
Stefan, Casino.Guru
