Immerion Casino - Player’s withdrawal is delayed due to KYC process.

i tried to withdraw my winnings and was hit with the ususal kyc procedure. I sent the required documents and then wait the, as I was told by casino support, REQUIRED 7 BUSINESS DAYS it takes to review them. It has now been almost 10 days and the only response I have from the casino support is to wait more

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Dear Giannisl,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

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,

Katarina

Dear Giannisl and Casino Guru,

Thank you for bringing player's concern to our attention. We would like to note that the KYC department processes incoming requests during the working hours in the order of appearance. The processing time may depend on the overall workload of the department and date and time of the submission.

Player's verification was completed earlier today after successful review of the submitted documentation.

Respectfully,

Immerion Casino Representative.

I got an email stating my kyc was complete, so I put a new withdrawal request. It was canceled shortly after and now i get this message

My last winning bet was October 9 8PM. 13 days later you remembered you need to check it?

Soooo?? It has been a week with no response from anywhere

Dear Giannisl,

thank you for your message and update.

Dear Immerion Casino,

could you please clarify the reasons for additional verification?

How long is this going to last?

Looking forward to your reply,

Katarina

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

Dear Giannisl,

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,

Katarina