Immerion Casino - Player's withdrawal is delayed without updates.

Dear mariusstefan089743,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Immerion Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you had any successful withdrawals with this casino, please?
• Have you passed the KYC verification, please?
• How long have you been a player at Immerion casino, please?

Please be aware that addressing these types of complaints may require a significant amount of time. Therefore, we strongly advise refraining from engaging in gaming activities at this establishment until your withdrawal has been successfully processed. 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

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.

Hello Katarina,

Thank you for accepting this complaint.

I have never successfully made any withdrawals from this casino. I only made 3 deposits, totaling 80€. I won while playing with the provider Amusnet after about 4 to 5 hours of gameplay and made two withdrawal requests: one for 1000€ and another for 600€. Both were canceled and put on hold, just like other players.

I filed this complaint hoping to receive my winnings and avoid waiting months for the withdrawal.

I tried to send all documents for the KYC verification, but they replied:

"Dear Player!

The review of your gaming sessions does not require any additional documents from you at this time.

Please kindly wait for the verification process to be completed — we appreciate your patience and understanding."

I have been a player since June 20th, the day I started playing

Dear mariusstefan089743,

thank you for your reply.

Have you accumulated your winnings with the help of bonus, please?

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Hi Katarina,

I’ve just sent you an email with all the conversations I had with Immerion Casino, including chat screenshots and details about my account and withdrawals.

Also, just to confirm once again - I have not used any bonus at any point. All the funds I played with came from my own deposit.

Thanks again!

Just to add an important update: the Immerion Casino website has been completely down for over 48 hours now due to ‘maintenance’. No clear ETA was provided. 

Thank you very much, mariusstefan089743, for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) 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.

Dear mariusstefan089743,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Immerion Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Hello,

I’m writing to provide an important update regarding my withdrawal issue with Immerion Casino.

After submitting a complaint on "A..gamb…", the casino responded to that complaint and finally unlocked my withdrawal function. I submitted two withdrawal requests (900€ and 700€), but unfortunately, both have now been in pending status for over 30 hours.

When I initially asked their support team about the timeframe, they told me withdrawals are processed within 15 minutes to 24 hours. However, now that 30 hours have passed, I contacted them again and they changed the explanation, saying it might take up to 72 hours due to a high volume of requests.

Given that this delay follows nearly 20 days of blocked access, and considering the inconsistent information provided by their support team, I kindly ask that this case remains open until the funds are confirmed as received in my account.

Thank you for your continued assistance.

Dear mariusstefan089743,

Thank you very much for the update. I completely understand how frustrating this situation must be, especially after waiting 20 days without receiving your funds. While the standard processing time is usually up to 72 hours, your concern is entirely valid given the delay.

Let’s await the statement from Immerion Casino, and I’ll keep you informed as soon as there’s any news.

Update

I received the first withdrawal of €900 today.

There’s still one left of €700, I hope it won’t take the same amount of time to process.

I have also received the 700€. You can close the case.

Thank you 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 mariusstefan089743,

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,

Martina