Immerion Casino - Player’s withdrawal is delayed for over four weeks.

Immerion.com – $1,000 Withdrawal Pending for Over 4 Weeks Without Resolution

Hello Casino Guru team,

I would like to file a formal complaint against Immerion.com (operated by Goodwin N.V., Curaçao license 0GL/2024/758/0228).

On 15th of April 2025, I requested a withdrawal of $1,000.00. To this day — over 4 weeks later — I have not received the payment. Customer support initially claimed the delay was due to a "provider check" and stated it could take up to 14 days. That timeframe has passed, and now I receive minimal or no responses when I follow up.

I have:

Complete records of the withdrawal request

Screenshots of my account and balance

Chat logs showing the lack of resolution

Deposits are in seconds but withdrawals ¨ needs to be checked with provider¨¨

This seems to be part of a wider issue, as many users have reported similar payout delays from this casino recently. I am concerned this is intentional delay or stalling tactics.

I kindly request Casino Guru to assist in resolving this matter and urge Immerion.com to release my legitimate winnings.

Thank you for your help and time.

Sincerely,

Dear GGHAHA,

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.

• Have you 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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Kristina,

Thank you for your response.

To answer your questions:

Yes, I have successfully made two withdrawals before. One was from a bonus that I wagered and converted into USDT, which I then withdrew (42 USDT). The other was a regular withdrawal in EUR/USD from deposited funds without any bonus or wagering requirements.

I have not been asked to complete a KYC verification at any point before. Additionally, there is no option or button available in the platform’s interface where I could submit KYC documents or start the verification process myself.

The current withdrawal of $1000 was made from a $30 deposit, which was a regular deposit with no bonus used or attached. These are regular winnings from standard play.

I hope this clarifies the situation.

Thank you for your reply, GGHAHA. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

The last successful withdrawal was made on March 20, in EUR. It was processed almost instantly. Yes, I used the same payment method as in the past. This time in USD and still waiting to be able to withdraw.

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, pease 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.

Withdrawal done.

Dear GGHAHA,

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,

Kristina

Casino.Guru