Immerion Casino - Pelaajan kotiuttaminen on viivästynyt.

At the end of last year I registered on the immerion casino website and started playing there. Almost immediately I was given the status of a VIP player. At first everything went fine, I actively played in this casino, unfortunately I lost more, but if I won something there were no problems with withdrawing funds, though I usually had to wait a long time for withdrawals because my limit was 2k per day.

And so in mid-February I won $ 8,500 and put 2k for withdrawal and after some time these 2k returned to my balance in the casino and I saw a message that withdrawal is impossible and I need to contact support. After that I received a letter that in order to withdraw funds I must go through KYC by sending the requested documents. I sent all the requested documents more than a month ago, but my withdrawal is still blocked. Several times I contacted my VIP manager, but received formal replies that we are doing everything possible, etc. Almost a month and a half has passed and I have the impression that Imerion Casino is deliberately not unblocking my withdrawal of funds so that I lose everything, although all the requested documents were sent more than a month ago. I am attaching evidence with screenshots.

Dear ppll1234,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you are unable to request a withdrawal because your documents haven't been approved yet?

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided?
• Have you provided all the required documents and in the correct format as soon as possible?

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

Best regards,

Kristina

Hello Kristina.Thank you for helping me solve my problem.

I provided all the documents they asked for (ID, selfie with ID against the background of their website, the screenshot of a transaction from my crypto wallet). On February 28, I received a letter that all documents were accepted for review and if there are any updates, they will contact me, and so far there has been no response from the KYC service, but only replies from the VIP manager to my requests: "do our best to speed up this process......."

Thank you very much for your reply, ppll1234. Could you please 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.

Hello Kristina. I sent you screenshots of the comunication with Immerion casino after the withdrawal of my funds from my account was blocked .

Thank you

Thank you very much, ppll1234, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.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 ppll1234, I've just reviewed your case and I’m sorry that you’re facing this challenge with verification. I will reach out to the casino and see what can be done to help you once they reply.

Dear Immerion Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, please confirm if you have received all the requested documents from the player. When can ppll1234 expect their account to be verified, considering the review has been ongoing for over a month already?

I look forward to hearing from you. If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Dear ppll1234 and Casino Guru,

We have relayed all the information to our KYC Department.

Please be assured that your request is under review and will be addressed at the earliest opportunity.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

Immerion Casino Representative

Dear Immerion Casino, let us know if you have any updates.

Dear ppll1234 and Casino Guru,

The client is still undergoing verification. We are awaiting the client's submission of the requested documentation.

We will ensure that they process your request as soon as possible.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

Immerion Casino Representative

Dear ppll1234, please let me know if the casino has contacted you. Have they asked you to submit new documentation? Specify what exactly is required of you.

Hello, dear casinoguru team. I have sent a huge number of documents confirming my identity and place of residence to the Immerion casino for three months in response to all their requests. The support service of this casino works disgustingly, considering some of the documents without an answer for a month. I am sure that this dishonest casino is deliberately delaying the verification process, expecting that either I will lose my balance or they will simply appropriate my money. Two days ago I received a very suspicious request to confirm source of funds and I am simply afraid to send them these documents because this data can be used against me for some fraudulent purposes by this Scam casino.

Dear ppll1234, I understand that you might be afraid of sending too many personal documents to the gambling establishments. But according to the casino's KYC policy, they can ask you for different types of documentation, specifically for the source of funds. Ideally, they should let you know about the whole package of the required documents immediately to avoid delaying the process; however, in some situations, additional documents may be needed. I'd recommend that you cooperate with the casino at this stage, since their requirement aligns with their KYC policy.

Do you think you can provide the casino with one of the documents listed on their website?

Bank Statements not later than 3 months, that show the User’s financial transactions, indicating regular income or other sources of funds.

Employment pay slips for the last three to six months, clearly showing the User's income from their employment.

Recent tax returns that provide information regarding the User's income and sources thereof.

Statements from investment accounts, including stocks, bonds, or other securities, demonstrating the source of funds generated from investments.

Sale of Assets Documentation: Official documentation that proves the sale of assets, such as property or vehicles, including agreements and receipts.

If applicable, recent financial statements from a business owned by the User, which can illustrate earnings and cash flow.

Gift Letters: If the funds are from gifts, a formal letter from the person providing the gift may be required, along with other supporting documents, such as bank statements proving the transfer of funds.

Hello, dear casino-guru team. Ok just because you advise me, I will send documents to this casino about source of funds(it may take some time). But I think it is unnecessary and unsafe.

Dear ppll1234, thank you, we appreciate your willingness to cooperate with the casino.

Dear Immerion Casino, please let us know once you receive the documentation from the player and have reviewed it.

Dear ppll1234 and Casino Guru,

There is an issue with the document that verifies your income.

Would it be possible for you to provide it in English?

Respectfully,

Immerion Casino Representative

Hello, dear casino-guru team.I sent all the original official documents in the language of the country in which they were issued. If the casino needs it, then let them translate them themselves. Summing up this and all the posts above, unfortunately it is already clear what is happening here.

Dear Immerion Casino, we do not think that this is necessary for the player to translate the original document into English. You should be able to review the provided document issued in the original language, as it's important to evaluate authentic documentation. Some significant details must be misunderstood if it is translated, and it will only unnecessarily prolong the KYC process that has already been ongoing for 3 months. As I can understand, you have already reviewed plenty of other documents from the player in Spanish, and it hasn't been a problem until now, so please proceed with the verification as soon as possible.

Dear ppll1234 and Casino Guru,

We appreciate your patience regarding the lengthy verification process.

The KYC department is currently reviewing all the documents you have recently sent.

I can confirm that the processing of your application will commence without delay.

Respectfully,

Immerion Casino Representative

We are awaiting the updates from you, Immerion Casino.

Hello, dear casino-guru team.The verification process has not been completed yet. Yesterday I received another letter from Imerion casino asking to provide a document on the source of funds in English or an official translation. Natalia I am sending you a screenshot by email.

Dear ppll1234 and Casino Guru,

We are currently awaiting the requested document from the client and have sent a follow-up letter to inquire about its status.

Respectfully,

Immerion Casino Representative

Hello, Immerion Casino. I have already sent you all the requested documents and am waiting for you to complete the verification. Carefully read the last 5 posts again, they clearly express the opinion of the respected casino-guru team about the lack of need to translate the original documents into English.

Dear Immerion Casino, as your terms and conditions do not mention the need for official translations of documents, and considering that your website is available in both Spanish and Russian, we believe it is reasonable to expect that documents issued in these languages should be accepted and reviewed by your team without requiring a translation at the player’s expense.

Furthermore, we would like to emphasize that original documents are inherently more reliable, as they preserve all official formatting, terminology, and contextual meaning. Translating such documents may introduce unintentional discrepancies, potential loss of information, or room for misinterpretation, especially if not performed by a certified translator, which again is not something required by your terms.

We therefore kindly ask you to reconsider your request and proceed with the verification based on the original document submitted by the player.

Dear ppll1234 and Casino Guru,

We appreciate your patience regarding the lengthy verification process. 

The KYC department is currently reviewing all the documents you have recently sent. 

I can confirm that the processing of your application will commence without delay.

Respectfully,

Immerion Casino Representative

Dear Immerion Casino,

I want to inform you that this is your final opportunity to resolve the pending complaint submitted by the player. Despite our previous communications, the issue remains unresolved. I would also like to highlight that cases involving your casino have been taking an unusually long time to reach resolution. This creates a frustrating and negative experience for the players, which ultimately reflects poorly on both your operation and our platform.

Due to the growing number of ongoing complaints, this matter was discussed during our recent internal meeting, where it was decided that it requires immediate attention.

If we do not reach a satisfactory resolution within the next 7 days, we will proceed to close the complaint as unresolved. Additionally, please be aware that failure to address this issue will result in a negative impact on your safety index, which will affect your overall standing on our platform.

We urge you to prioritize dealing with this situation and take the necessary steps to resolve it without further delay.

Dear ppll1234 and Casino Guru,

The player has been successfully verified and is now eligible to withdraw their funds.

Respectfully,

Immerion Casino Representative

Dear ppll1234, can you please confirm that you can now submit a withdrawal request? Let us know once you proceed with the withdrawal.

Dear Natalia. The opportunity to withdraw funds has appeared. I put 2000 dollars for withdrawal (daily limit) but the money has not been withdrawn to my wallet yet. I will keep you informed.

Dear ppll1234, do you have any updates? Was your withdrawal request processed, or is it still pending?

Dear Natalia.I have received only one withdrawal of $2,000 so far. Then the casino site imerion was on maintenance and more than two days ago I made the next withdrawal of $2,000 but the money has not yet arrived in my account

Dear ppll1234, thank you for your response. It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. I hope it won't take much time in your case.

Please keep us informed about any further developments. I'll keep your complaint open until you confirm that all withdrawals have been successful.

Dear Natalia.Unfortunately I still haven't received the second withdrawal, it's been more than a week. In the support chat they write that they are trying to speed up the process, wait, etc.

Hello ppll1234,

We would like to update you that due to Natalia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Natalia has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Natalia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello everyone, we have received the following update from the player:

Dear Natalia. About 5 days ago I received the second withdrawal of 2000 dollars and I have about 4500 dollars left on my Immerion casino account. After the last withdrawal of funds I tried to set the next withdrawal limit but when entering all the details and pressing OK an error pops up and the input does not work. I wrote to support and they say that they sent my question to the appropriate department, but so far there is no answer.

Dear Immerion Casino, please confirm if you have checked the issue with the player's withdrawal function so he can submit new requests and finally withdraw the remaining funds.

Dear ppll1234 and Casino Guru,

The most recent successful player withdrawal occurred on July 30, 2025.

Currently, the player has no pending withdrawal requests.

Respectfully,

Immerion Casino Representative

Dear player, could you please update us on your current balance? Have you managed to withdraw all your winnings already?

Hello dear Natalia. I received all the previous withdrawals, the amount left to withdraw is 1770. Now I will set a daily withdrawal limit. Thank you

Thank you for specifying this! I hope we're on the last stage of this long process, and you will receive the rest of your winnings really soon.

Please let us know about any further updates.

Dear ppll1234,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru

We’ve reopened this complaint at the request of ppll1234. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The following message was received from the player:

Hello dear Natalia.Thank you very much for your help in solving this problem. I apologize for missing your message, but I still have not received the last two withdrawals of funds 1770$

Dear Immerion Casino, please update us regarding the player's last two withdrawals. Were they processed from your side?

Hello dear Natalia.Yesterday I successfully received the last withdrawal of funds from the imerion casino. Once again I express my deep gratitude personally to Natalia and the entire team of casino guru for their help.

Dear ppll1234 and Casino Guru,

We have checked the account, and currently, there are no funds available on the balance, and there are no active withdrawal requests at this time.

Should you need any further information, feel free to let us know.

Respectfully,

Immerion Casino Representative

Thank you for your response, Immerion Casino.

Dear ppll1234,

Thank you for the confirmation! I'm glad to hear that your issue has been finally resolved. I'll go ahead and mark the complaint as 'resolved' in our system. Our team appreciates your cooperation throughout this lengthy process. 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,

Natalia

Casino.Guru