Immerion Casino - Player’s withdrawal is delayed by verification issues.

Hello. Immerion casino sent my bets for verification by the provider at the first withdrawals (which they have every right to do), but this verification lasted 6 months, instead of the promised 14 days, during this time I lost money and after 6 months I did not have time to withdraw it. After the end of the verification, I made several deposits, lost them, but I managed to win a little ($150) from the last deposit, I withdrew them, but it was canceled and sent again for verification by the provider, promising a period of up to 14 days. 14 days have passed, but the withdrawal is still unavailable, and their support is already writing that they cannot specify the verification period. Based on the above, I consider the actions of Immerion casino to be extremely unscrupulous.

Dear Archel,

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.

• Do I understand correctly that you have not made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• 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

1. According to my screenshots, I had 2-3 withdrawals. Then the first check of rates by the provider began, which lasted 6 months, instead of the promised 14 days. And the next time I made a withdrawal after the provider checked, they cancelled my new withdrawal and started checking again.

2. Yes, I have passed KYC verification.

3. My last win was real money without a bonus.

Thank you very much for your reply. When was the last time you tried contacting the casino regarding this issue? 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.

This is what they answered me last time. It was June 30th.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martin ([email protected]) 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.

Hello Archel,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Immerion Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? What is the reason behind the provider check? Is there a particular timeframe in which it will be finalized? Thank you in advance for providing us with your view of the issue.

Dear Archel and Сasino Guru,

Please be advised that we have received a response from the provider.

Our anti-fraud team has no further questions for you, and the check has been successfully passed.

Respectfully,

Immerion Casino Representative

Dear casino representative,

thank you for the update.

Dear Archel,

can you please give us an update on the situation? Are you able to withdraw your funds now?

Hello. Withdrawal is available. I submitted a request for withdrawal, but the money has not arrived yet. Can you please close the complaint after I confirm that the money has arrived?

Hello Archel,

I am happy to hear things are moving in the right direction. Yes, the complaint will remain open until you receive your funds.

Hello. I received the payment. Many thanks to the Casino Guru team for their assistance and help in solving this problem.

Dear Archel,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Immerion Casino for their response. 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, 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, 

Martin

Casino.Guru