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

Dear Casino Guru,

Last weekend Sunday ( 2/11 ) i wagered a bonus deposit and completed the wager allowing me to withdraw 261 USDT from this casino.

I chose to withdraw the full sum of 261 USDT wich was possible at the time.

After that on Monday ( 3/11 ) i received an email from immerion about KYC wich i replied imidietly with all requested pictures and documents.

In this email they also said they cancelled the withdrawal of 261 USDT untill KYC was done.

*Prior to this i had already made 2 succesful bank withdrawals without the need for KYC but i understand its neccesary so i complied.

After i send the email and documents with pictures as asked, i didnt even receive a reply or answer.

I forwarded the email again to their main KYC email adress and send an email to their support email asking for a reply.

They replied on the support email a day after stating that the documents were received and that the process may take some time.

Now it has been one week and i have yet to receive an answer and my withdrawal is still not able as it says KYC is still happening.

Reading here on the complaints i see this happens often and im just afraid i will not receive my money...

I have pictures and emails to confirm all of this, i just want to receive my 261 USDT and KYC to be done. I have done KYC on many other casinos and it takes 1 to 3 bussines days at most.

I hope you can help me.

Thanks in advance.

Alekos.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Immerion Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you deposited using your crypto wallet under Revolut?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

I deposited 50 euro cash through my Revolut account and used a bonus deposit option from the casino.

The deposit was a +100% and had a max payout of 261 USDT if wagered. This casino only offers bonus payouts in USDT if wagered completly.

Unfortunatly i dont have screenshots of the specific bonus because i never thought this casino would act like this...

I played slots only and nothing else.

And first i played my 50 euro cash wich i lost after a while and then i had the option to play with the bonus money wich the casino reffers to as IMR currency.

I checked multiple times and i wagered COMPLETLY through the bonus requirement wich is also the reason i was able to select withdraw 261 USDT.

The day after they cancelled this and asked for KYC through emails.

If you need more screenshots or email response i have most of it saved.

Thank you for your response and time.

Alekos.

I closed my account.

I wont be gambling anymore.

This experience had made me rethink alot of things and i dont want anything to do with this world anymore.

Thanks for your help.

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

Dear lparaschos388,

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,

Tomas