Immerion Casino - Player's withdrawal process is delayed.

I submitted a withdrawal request, but it was rejected and, as shown in the attached file image dated Nov 7, 2025, 8:19 PM, they asked me to provide documents for KYC verification. As can be seen in the other email screenshot, I sent the requested documents via email within approximately 15 minutes. However, although nearly 7 days have passed, I still have not received any approval.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Has the casino requested any additional documents recently?
2. Have you received any response from the casino after you sent them the requested documents?
3. What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
4. Did you accumulate your winnings with or without a bonus?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Thank you. I have no issues with the KYC verification process. I always respect such procedures.

Regarding your questions:

1. They did not request any additional documents, neither by email nor through any other communication channel. (I have been checking my inbox, spam, and trash folders regularly.)
2. I did not receive any response from the casino after submitting the documents. On 12 Nov at 11:08 AM, I also sent an email to the KYC department asking if there was any update regarding the documents, but I have not received any reply to that either.
3. I only played slot and live casino games. I did not place any sports bets.
4. To briefly summarize the situation: I claimed a bonus when I registered on the site, but before my real money balance was used up, I cancelled the bonus, so only my real money balance remained. (The site’s bonus offer allowed separating real money and bonus funds, and permitted cancelling the bonus before the real money balance was used.) I played all remaining games using only my real money balance.

Dear Seyit_Ozd

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Seyit_Ozd,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Immerion Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Immerion Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in verification, as this appears to be affecting the processing of the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Seyit_Ozd and Guru,

We have requested additional information regarding the verification process from our KYC Department. The last document requested from the client was proof of address, and we are currently checking the status of its review. We will provide an update as soon as we receive more information.

Thank you for your patience and understanding.

Respectfully,

Immerion Casino Representative.

Hello,

Thank you, Immerion Casino, for your cooperation and for your response. I will await your update regarding the KYC verification process.

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

Dear Seyit_Ozd,

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,

Samuel