Immerion Casino - Player's withdrawal is delayed.

I put the winnings for withdrawal to a crypto wallet, a day later the payment was cancelled, the funds were returned to the balance, they requested documents for verification, I sent all the documents, I have been waiting for more than 2 weeks, in the support chat they do not give any information except condolences

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Could you please advise which documents you have already provided for the KYC verification and when exactly did you send 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,  

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

Could you please advise what games you focused on - slots, live casino, sports betting, etc. - played slots exclusively

Could you please let me know what documents you have already provided for KYC verification and when exactly did you send the last one? - I sent a scan of my passport, a bank statement to confirm my address, a screenshot of my Skrill wallet. The last one was sent on 11.07.2025

Did you accumulate your winnings with or without an active bonus? - played with an active bonus

Hello,

thank you for your reply.

Could you please provide a link of the bonus you have used? Kindly share it here in the thread.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

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

Looking forward to your reply.

Katarina

Hello, I didn't save or screenshot when I contacted support, the only thing I asked them to send me the chat history by email - to which I received the answer that they don't have such functionality. If necessary, I can write to them again and screenshot the correspondence

Could you provide a link to the bonus you used? Please share it here in the thread. - no link to the bonus is not possible to find. there is an email with the bonus offer I am forwarding it to your email

the bonus was the following 400% on replenishment, I deposited 70 usdt received 280 bonus, the wager was 11200 usdt, I didn't care because I wasn't going to win, I just wanted to test a lot of new games, but I wasn't lucky to win, in addition to laundering the wager

Katarina Hello, today I contacted the Immerion casino support and asked about the verification status, the operator answered me and sent you a screenshot of the dialogue by email

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Attila ([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.

Hello Ruslan86,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Immerion Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Dear Ruslan86,

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.

Hello Attila , what should I answer? Everyone is silent, I have no additional information!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Ruslan86 and Casino Guru,

Our website is undergoing technical improvements. 

We appreciate your patience and will resolve your complaint promptly.

Respectfully,

Immerion Casino Representative

Casino representatives, hello. I filed a complaint a month ago, or more precisely on July 23, 2025. Your site has been in the technical improvement stage for only a week, and in general I don’t understand how this can be connected (the technical improvement stage) and your response to the complaint?!?

Dear Immerion Casino,

Do you have any updates regarding this case?

Thank you in advance.

Best regards,

Attila G.

Dear Ruslan86 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 Casino,

I would like to kindly request an update regarding the progress of this case. Please let us know if there are any developments.

Thank you in advance.

Best regards,

Attila G.

Dear Ruslan86 and Casino Guru,

The KYC department at Immerion operates during business week of Monday through Friday. We apologize for a lengthy response and will provide an update in a timely manner once the department is back in office at the beginning of the week.

Respectfully,

Immerion Casino Representative

Dear Immerion Casino,

As the new business week has already begun, could you please provide us with an update from your KYC department regarding this case?

Thank you for your cooperation.

Best regards,

Attila G.

Dear Ruslan86 and Casino Guru,

We apologize for a slight delay in providing an update in the case. The KYC department has finished a review of the documentation earlier today and would like to confirm that player's verification is now complete. We thank the player for cooperation in this regard.

Respectfully,

Immerion Casino Representative

Dear Immerion Casino,

Thank you for the update.

Dear Ruslan86,

Could you kindly confirm whether the verification has been completed successfully and if you are now able to proceed with your withdrawals?

Thank you in advance.

Best regards,

Attila G.

Greetings, dear Attila G.

I confirm that the KYC department of casino Immerion - sent me an electronic notification by mail about successful verification, this is good news for the last 2 months)

I also requested a withdrawal to a crypto wallet, but I couldn't withdraw the entire amount because the daily withdrawal limit is $1,000. I'll note that the withdrawal limits were higher before.

Dear Ruslan86,

Thank you for the information.

Please let us know as soon as your payments have reached you so that we can proceed with closing this complaint as resolved.

Thank you in advance.

Best regards,

Attila G.

Dear Ruslan86 and Casino Guru,

We are glad to update the player and inform that the withdrawals have been processed successfully by the financial team. We thank the player for their patience.

Respectfully,

Immerion Casino Representative

Dear Attila G and Casino Guru.

I confirm that I have received the payment in full.

Thank you for your cooperation.

I am closing the complaint.

Sincerely,

Ruslan86

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Ruslan86,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila