Immerion Casino - Pelaajalla on KYC-vahvistusongelmia, jotka viivästyttävät kotiutuksia.

Hello,

I am having serious problems with my KYC verification and withdrawals at Immerion Casino.

I sent all the required documents on October 21st 2025 and followed up on October 22nd, but I have not received any reply from the KYC department.

The live chat keeps telling me they cannot help and that I must wait. Because of this, all my withdrawals were cancelled.

My balance currently shows about 5600 EUR in winnings, but I cannot withdraw anything until the verification is approved.

I am worried that even after verification, they might delay and as they told me they split withdrawals into small daily limits (850 EUR/day).

I already lost about 600 EUR while waiting, since I could still play but not withdraw.

I'm afraid that even after the verification will also delay my withdrawals finding some excuses.

I have attached the live chat conversation , the mails i send to kyc and they didnt respond and screenshot of my blocked withdrawals

Please help me get a clear and fair resolution.

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. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Please resist the urge to continue playing with your funds while your documents are being verified, since you may risk losing your balance.

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

Hello again,

I would like to clarify a few important details about my case.

I have never received any e-mail from the KYC department regarding the verification process — neither in my inbox nor in my spam folder.

The only reason I knew what documents were required was because I contacted the live chat, and they sent me the following message there (not by e-mail):

"To ensure the security of your account, we kindly request you to provide the necessary verification documents as outlined in our verification process to kyc@immerion.com:

– Copy of your passport, ID card or driver’s license (both sides)

– Selfie with your ID document in hand in front of our website

– Front and back side of the payment cards used (+card **** **** **** 7724 and +card **** **** **** 5140).

We need only the first and last 4 digits of the card number. CVV must be hidden.

Your withdrawal request is paused until the verification process is completed."

I attach you the conversation with live chat that shows the above message was in live chat and not an official mail from kyc as they haven't yet answer me anything.

I sent all of these documents very clearly and in high quality to the e-mail they mentioned (kyc@immerion.com) on October 21st 2025.

I followed up again on October 22nd, but I still have not received any reply from the KYC department or from support.

The live chat agents keep repeating the same answer — that they cannot help and that KYC will contact me "soon".

I want to underline that the photos I sent are perfectly clear, so the delay cannot be due to low image quality.

I kindly ask for your assistance in contacting the casino to speed up the verification process and unblock my withdrawals Which I'm afraid that they will also delay after the verification complete.

Thank you once again for your help and time.

Hello,

I would like to inform you that, in parallel with my ongoing complaint here, I have also contacted the Curaçao eGaming Authority regarding the same issue with Immerion Casino (KYC delay and blocked withdrawals).

I want to emphasize that this action was not meant to bypass your process — on the contrary, I greatly value Casino Guru’s complaint resolution system and will continue working through it until my case is fully resolved. I simply wanted to make sure that all relevant authorities are aware of the problem and that everything proceeds transparently.

Please do not close my case here until it will be solved and I will continue inform you for any update.

Thank you very much for your understanding and assistance.

Hello again,

I just wanted to kindly ask if there is any update from your side regarding my complaint against Immerion Casino.

As of now, I still haven’t received any email or response from the casino or their KYC department, and my withdrawals remain blocked.

Thank you very much for your time and support — I really appreciate your assistance and the work you do to help players.

Best regards,

Thank you very much, Trantamike80, for providing all the necessary information. I will now transfer your complaint to my colleague Samuel (samuel.s@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Trantamike80,

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 would like clarification on the reasons for the delay in processing the withdrawal, as well as confirmation of the current status of the player’s KYC verification and whether any additional documents are required.

Best regards,

Samuel

Hello Samuel,

Thank you for your message and for taking over my case.

I would like to provide an update and some important details:

On October 21st, I sent all the requested KYC documents exactly as instructed via live chat — including my ID (both sides), selfie with ID in front of the website, and front/back of my two payment cards (with only the first and last 4 digits visible, CVV hidden).

Despite that, the casino never sent me any official email from the KYC or support department with instructions. I only learned what was needed through the live chat.

After sending everything clearly and correctly, I received no confirmation or response for many days.

Then, on October 30th almost 10 days later , I suddenly received a new email from Immerion Casino asking for additional documents, this time a utility bill showing my full name and address. I have already sent that document today and have a screenshot confirming the submission.

What worries me is that the casino keeps asking for new documents step by step, instead of informing me from the beginning of everything required. If they needed a utility bill or proof of address, they could have asked for it right away. This gradual request pattern causes unnecessary delays and gives the impression that they are intentionally extending the process.

I am also concerned that after this, they might again request even more documents or claim they are still reviewing previous ones — as I have already seen similar reports from other players.

At this point, my withdrawal requests remain blocked, and I have received no confirmation that verification is progressing or being completed.

My current account balance is €5,600, and withdrawals remain blocked until verification is approved.

Thank you very much for your support and for keeping this case active. I truly appreciate your help and will update you immediately if I receive any further communication from the casino.

Attached you will find the screenshot of the mail confirming the submission.

Best regards,

Hello Samuel,

I hope you are well. I just wanted to provide a quick update and kindly ask if there has been any response from Immerion Casino since my last message.

So far, I haven’t received any new email or confirmation from their KYC or Support department after submitting the additional document (utility bill) on October 30th.

My verification status and withdrawals remain unchanged — still blocked with no clear progress.

Given the repeated delays and lack of communication from the casino, I’m worried this situation may continue indefinitely.

Please keep my complaint active and let me know if the casino has provided any update on their side.

Thank you very much again for your help and for monitoring this case.

Best regards,

Hello Samuel,

I wanted to give you an update about the situation.

Immerion Casino replied to my complaint on AskGamblers at the very last moment before their timer expired, and I believe they will do the same here. Their response was very general once again — they said that my documents were received, but now the verification is "under review by the risk department."

This feels like another way to delay the process, since there has been no real progress or communication from their side. They keep introducing new steps one by one instead of completing the verification efficiently.

At this point, my withdrawals are still blocked, and I haven’t received any confirmation or specific timeframe for when the KYC or the so-called "risk review" will actually be completed.

My account is fully verified from my side — I have already sent all required documents (including the utility bill they requested later) — and my balance of €5,600 remains completely blocked.

This is exactly the same type of answer they have been repeating for days, without giving any clear timeframe, confirmation, or progress. It’s starting to feel like a pattern designed only to reset the countdown timer and delay the process indefinitely.

I’m sharing this update here as well so you can see how the casino keeps repeating vague answers without providing a resolution.

I would kindly ask you to take this into consideration and perhaps request a more specific explanation or timeframe from the casino — as repeating "it’s under review" is no longer a meaningful response.

Please keep my complaint active — I truly hope Casino Guru can help ensure they process the verification and withdrawals properly this time.

Thank you very much for continuing to assist with this case and for helping ensure that the casino provides real progress rather than procedural delays.

Best regards,

Hello Trantamike80,

Thank you very much for the detailed clarification of the situation and for providing the recent update. Your explanation has been very helpful in gaining a clearer understanding of the issue.

At this moment, we are waiting for the casino representative to provide their response. Once we receive their statement, we will review everything and decide on the appropriate next steps.

Thank you again for your cooperation. I kindly ask for a little more patience while we await further information.

Hello Samuel,

I would also like to mention that this whole situation has become very stressful for me. The verification process has already taken a long time, and the constant uncertainty is making me anxious.

Even after the verification is finally completed, I am also worried that the casino might delay or cancel my withdrawal requests, since I’ve already seen this kind of behavior in similar cases.

I truly hope the casino will act in good faith, finalize the verification soon, and allow me to withdraw my funds without any further delays.

Thank you again for your time, patience, and for following this case closely.

Your support means a lot.

Best regards,

Hello Trantamike80,

Thank you for sharing how you feel. I completely understand that this situation can be stressful, especially with prolonged verification procedures and uncertainty regarding withdrawals. Your concerns are valid, and I’m sorry to hear that this process has caused you anxiety.

Please rest assured that I will continue to follow your case closely. At this moment, we are waiting for the casino representative to provide further clarification regarding the status of your verification and withdrawal requests. Once we receive their update, we will be able to evaluate the situation and decide on the next appropriate steps.

Dear Trantamike80,

We've contacted the departments responsible for your verification and received a response stating that verification and validation have been completed. Funds are available for withdrawal.

Thank you for your patience and understanding.

Respectfully,

Immerion Casino Representative.

Hello Samuel,

I would like to provide a quick update.

Today, one of my withdrawal requests of €350 was successfully processed to one of my cards, which is a positive step forward. However, the second withdrawal of 500€ to the other card was canceled due to a "technical issue", according to the casino’s live chat. They advised me to submit it again, which I have now done.

I will continue to make daily withdrawals until I receive the full balance of €5,600, as the casino only allows up to €850 per day.

Please keep my complaint open until all withdrawals are completed successfully, since I am still waiting for the rest of my funds.

Thank you very much for continuing to follow up on this matter and for your support throughout this process.

Best regards

Hello Samuel,

I would like to provide a quick update about the situation.

Yesterday , two of my withdrawal requests — one of €350 and another of €60 — were successfully processed to one of my cards, which is a positive step forward.i have also asked one more withdrawal to the same card today.

However, the other withdrawal of €500 to my other card was cancelled due to a "technical issue," according to the casino’s live chat. They advised me to resubmit the request, which I have now done.

i want to explain that I’m making withdrawals to two different cards, because each of my cards can only receive up to €500 per day, and the casino itself limits withdrawals to €850 per day.

What’s also concerning is that when a withdrawal gets cancelled, I don’t receive any email or explanation from the casino about the reason — I only notice it myself by checking the account manually.

I try to click on it to see the reason why the withdrawal gets cancelled but nothing is shown — the system doesn’t display any explanation or message about why it was rejected.

I’m attaching a screenshot to show what I see on my screen when a withdrawal is cancelled — as you can see, there is no information provided by the casino about the reason for the cancellation.

I will continue submitting daily withdrawals until I receive the full balance of €5,600.

Please keep my complaint open until all withdrawals have been successfully completed.

Thank you very much for continuing to monitor my case and for all your support throughout this process.

Best regards

Hello there,

Thank you very much for the detailed update. I’m pleased to hear that part of your funds has already been successfully paid out. This is definitely a positive sign.

However, I take note of the cancellation of your other withdrawal due to a "technical issue," as well as the lack of any notification or explanation on the casino’s side. The absence of automated messages and visible reasons in the system understandably causes confusion and uncertainty.

I would therefore like to kindly ask the casino representative to clarify the following:

• What specific technical issue caused the withdrawal to be cancelled?
• Why are players not receiving email notifications or visible explanations within the system when a withdrawal request is rejected?
• Is the casino able to ensure smoother processing to avoid repeated cancellations moving forward?

Additionally, since the player is currently requesting withdrawals daily within both the casino limits and card limits, we kindly ask for confirmation that there are no further internal restrictions that could prevent the timely payout of the remaining balance.

Thank you both for your cooperation.

Trantamike80, I will continue to monitor your case until all requested withdrawals have been successfully completed.

I would like to kindly ask for a bit more patience while we proceed with the next steps.

Dear Trantamike80 and Guru,

All payments are being processed on time and strictly according to the payout schedule and limits that the player personally approved.

We would like to clarify that we do send notifications to players when their payments are cancelled. However, without additional information from the payment provider, we are unable to determine the exact reason for the cancellation.

Thank you for your patience and understanding.

Respectfully,

Immerion Casino Representative.

Hello Samuel and Immerion Casino,

First, thank you Samuel for your continued support and for actively monitoring the case.

However, I must express a serious concern:

At this moment, only one withdrawal remains pending — the €862 request from 13 November — yet several newer withdrawals have already been processed, including:

€500 – processed requested on November 14

€245 – processed requested on November 15

Both of these were submitted after the €862 request , and still they were approved first.

This situation is highly irregular and raises questions:

Why is the oldest withdrawal still pending?

Why were later withdrawals completed before the one from 13 November?

Why is there no explanation or notification to the player regarding this delay?

Since the casino keeps stating that "all payments are processed on time," this contradiction needs immediate clarification. The existence of newer processed withdrawals proves that something specific is blocking this one, and the player is left completely uninformed.

I kindly request the casino to review and process the €862 withdrawal from 13 November without further delay, and provide a clear explanation for why this request was the only one left behind.

Please keep the complaint open until this payment is fully completed.

Thank you again, Samuel, for your assistance. I appreciate your efforts in ensuring transparency and fairness.

Best regards,

Dear Trantamike80,

In this complaint, you informed us that the daily payment limit for your card is €500. Therefore, a withdrawal of €862 has been postponed until further clarification. In the meantime, other withdrawal requests have been processed to avoid delays.

We see that the last request has also been successfully processed. You currently have no active withdrawal requests.

Thank you for your patience and understanding.

Respectfully,

Immerion Casino Representative.

Hello,

I would like to clarify one last detail regarding the withdrawal limits:

After contacting my bank, I confirmed that one of my cards has a daily incoming limit higher than €500.

Once I learned this, I submitted a withdrawal of €862 to that specific card — clearly above €500 — which shows that the card was fully capable of receiving the payment. So the delay with that withdrawal was not related to any limit on my side.

In any case, I can now confirm that all withdrawals have been successfully received, including the €862 request from November 13th. I currently have no pending withdrawal requests.

I would also like to sincerely thank Samuel for his assistance and for monitoring my case throughout this process.

Finally, I would like to mention respectfully that due to the stress and uncertainty I experienced during these weeks, I will most likely not play at this casino again. This is simply a personal decision based on my experience.

My issue is now fully resolved, and the complaint can be closed.

Thank you for your cooperation.

Best regards,

Dear Trantamike80,

Thank you for the clarification regarding the withdrawal limits, and I’m glad to hear that all of your withdrawals — including the €862 request from November 13th — have now been successfully received. Since you have confirmed that there are no pending withdrawal requests, we will proceed to mark this complaint as resolved in our system.

Thank you as well for your kind words. I appreciate your cooperation throughout the process, and I’m sorry to hear that the experience caused you stress. Your decision going forward is completely understandable, and I hope any future interactions with online casinos will be much smoother.

As always, if you encounter any issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist whenever needed.

We do not charge for our services or accept any gratuities. However, if you have a moment, sharing your experience with our services on Trustpilot would be greatly appreciated. Your honest feedback helps us improve our complaint resolution process and may also guide other players who are seeking help.

https://www.trustpilot.com/evaluate/casino.guru

Thank you in advance for your time.

Best regards,

Samuel

Casino Guru