Immerion Casino - Pelaajan kotiutus on viivästynyt yli kaksi kuukautta.

I won $5,600 on Immerion Casino on April 21, 2025. After initially being told I’d be paid within 72 hours, I was later informed that a game log review would delay payment by up to 14 days. That review took over a month.

After it was supposedly complete, I attempted to withdraw to my crypto wallet — but the request was cancelled without explanation. I was then asked for identity documents, which I submitted immediately, including:

Government-issued ID

Proof of address

A selfie holding my ID in front of the Immerion site

A screenshot of the crypto deposit, including the hash ID.

It has now been over two months (1 month since my last submitted verification documents), and despite multiple follow-up emails, my account remains unverified, my funds are inaccessible, and support has been either silent or vague.

I have already issued a formal letter before legal action with no reply. I’m seeking Casino Guru’s assistance to recover my legitimate winnings.

Will provide screenshots or any proof required upon request.

Cheers

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Immerion Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify how much is left on your player's balance, waiting to be withdrawn?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the delay in your verification and payout? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Could you please clarify how much is left on your player's balance, waiting to be withdrawn?

$5600 is left. Although i made a withdrawal, it was cancelled so I havent had any payment

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Slots

Could you please share with me your communication with the casino regarding the delay in your verification and payout? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Sent

Thanks for your reply and the information you provided.

Has the casino justified the delay of the verification of your account in any way? Kindly supply any more recent relevant communication, even if vague. I apologize for the inconvenience.

My email is tomas@casino.guru

Dear cianoneillmalone96,

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,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of cianoneillmalone96. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

Hello

I would like this dispute reopened, I have sent proof of crypto deposit and I have been told to wait for the KYC team to respond, I have been waiting 4 months for a response from KYC.

Dear cianoneillmalone96

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, Igor (igor.p@casino.guru). 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,

Tomas

Dear cianoneillmalone96,

I am so sorry to hear about your problem with the Immerion Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Immerion Casino representative to join this conversation and participate in resolving this complaint.

Dear Immerion Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Guru,

We have requested proof of address from the client in order to proceed with the verification process. We are currently awaiting the submission of this document from the client and will continue as soon as it is received.

Respectfully,

Immerion Casino Representative.

Dear Immerion Casino,

Thank you for your response and for informing us that you are looking into this case.

Dear cianoneillmalone96,

The casino requested proof of address in order to proceed with the verification.

Please let us know once you have sent it.

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,

Igor

We’ve reopened this complaint at the request of cianoneillmalone96. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear cianoneillmalone96,

According to the message I have received from you, even after more than a month, there has been no progress with your withdrawals.

Is that correct?

And could you possibly provide additional information regarding the issue and clarify the situation?

Dear cianoneillmalone96 and Casino Guru,

The player is currently still undergoing the verification procedure. The latest request was for a proof of a cryptocurrency transaction from the player's crypto wallet. Unfortunately, the provided documentation was incorrect, as it was provided multiple times from the public crypto explorer website and not the wallet, as instructed. The KYC team has re-sent their request and await the documentation from the player.

Respectfully,

Immerion Casino Representative.

I do not understand what difference it makes, I do not know enough about crypto to produce what you are asking for, you have asked for a proof of deposit....and here it is, I have sent this twice in 6 months.

Just seems like delaying tactics to prevent payment rom the casino.

I have attached on this public forum the proof of deposit....as a neutral party, CG would you deem this sufficient as proof of deposit?? I do not know why this is not accepted, otherwise how do I send what they are requesting, I am at a loss ?

Dear cianoneillmalone96 and Casino Guru,

The provided screenshot is made via Etherscan public explorer, which is not the wallet. As such, KYC department is unable to establish a tie between the player and the wallet as public records can be accessed and copied by anyone. This is the reason why a screenshot of the transaction in the wallet itself is required, as it can only be accessed by the person who made the deposit.

Respectfully,

Immerion Casino Representative.

Dear cianoneillmalone96,

The casino clearly described how to create the requested screenshot.

Could you please follow the steps and provide a screenshot taken directly from your crypto wallet?

You can post it in this conversation as an attachment.

Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

I understand what the casino are saying, but unfortunately I no longer have access to the original wallet.

As Per your Terms & Conditions, I understand that cryptocurrency deposits and withdrawals must be processed to the same payment method used for the deposit and that verification may be requested before withdrawal.

The deposit in question was made in Ethereum via a non-custodial wallet. Non-custodial wallets do not issue statements or receipts — the only verifiable proof of the transaction is the public blockchain record. I have already provided the Etherscan link showing:

the sending address,

your casino’s receiving address,

the correct amount and timestamp,

and blockchain confirmations.

I no longer have access to the original wallet used nine months ago, and I use different wallets for each deposit. There is no additional wallet-generated document that can be produced for this transaction.

The Etherscan blockchain proof is the only authoritative, publicly verifiable proof of the deposit and should meet verification requirements. I ask that you confirm acceptance of this proof so that my withdrawal can be processed without further delay.

Back in June 2025 you asked for this ;

Dear Player,

Thank you for provided documents,additionally, we kindly request you to provide the screenshot of a transaction from your crypto wallet to our platform where the hash ID and the destination wallet address are seen, thank you.

Kind regards

I have produced EVERYTHING they have asked for (PLEASE SEE ATTACHED)

I have also attached a screen shot of my wallet from may last year that I ALREADY sent you, I no longer have access (PLEASE SEE ATTACHED)

these seemingly are the key points ;

Under Curaçao licensing, casinos cannot require impossible documentation. For crypto:

A public blockchain record is valid proof

Non-custodial wallets do not generate statements

Loss of wallet access does not negate historical ownership

In short, I have furnished you with Photo ID / Proof of Address / Selfie ID with note / Proof of deposit - I think this is more than sufficient to process a $5600 withdrawal

Dear cianoneillmalone96,

Do you have the recovery seed for your wallet?

The set of words that allows you to regain access to your account.

I dont im afraid

Dear Immerion Casino,

It seems that the player unfortunately can no longer access their account.

Is there any other form of evidence the player can provide that you would consider as proof that they were indeed the owner of the account?

Dear cianoneillmalone96 and Casino Guru,

It appears that the player has used several wallets for deposits at Immerion and no longer has access to any of them. It is an unusual development and in normal circumstances, we are unable to confirm ownership of funds without this information.

We wish to clarify with the player whether they have purchased cryptocurrency via a crypto exchange and, if so, if they are able to confirm ownership or the exchange platform account used to purchase the cryptocurrency in question?

Respectfully,

Immerion Casino Representative.

Dear cianoneillmalone96,

The casino is requesting further explanation regarding your crypto deposits.

Please reply to the questions above and provide as much information as possible.

Thank you.

I really dont know whats going on here, 6 days ago I had an email saying my account was fully KYC verified, I instigated 2x withdrawals of 500 USD (max daily limit) and only one 500 USD has paid, the rest are pending...I have been assured these will be processed ASAP, but on this forum 5 days ago they are asking more questions, is my account approved now ? if so please process the pending withdrawals asap

Dear cianoneillmalone96 and Casino Guru,

The team is currently awaiting clarification on the information from the earlier message before continuing any further processes, as it is yet to be provided by the player:

We wish to clarify with the player whether they have purchased cryptocurrency via a crypto exchange and, if so, if they are able to confirm ownership or the exchange platform account used to purchase the cryptocurrency in question?

Respectfully,

Immerion Casino Representative.

Dear cianoneillmalone96,

According to the message from the casino, they are currently awaiting clarification regarding one of the previous communications.

Could you please review the message above and provide a response? Thank you.

Apologies for the delayed response ;

We wish to clarify with the player whether they have purchased cryptocurrency via a crypto exchange and, if so, if they are able to confirm ownership or the exchange platform account used to purchase the cryptocurrency in question?

Dear Support Team,

Thank you for your message.

To clarify, I did not purchase the USDT via a centralized cryptocurrency exchange account. The USDT used to fund my casino account was obtained by converting another cryptocurrency into USDT using FixedFloat.

FixedFloat is a non-custodial, instant crypto exchange service that does not require user registration or personal accounts. As such, there is no exchange account ownership that I am able to confirm. The service operates on a crypto-to-crypto swap basis only.

I did not however save the fixed float order details.

You can see its a fixed float identity via the blockchain

Because of this, I do not hold wallet ownership details or an exchange account associated with the purchase.

Dear cianoneillmalone96,

The casino’s request for proof from your e-wallet is completely reasonable and legitimate.

Since you have used multiple e-wallets and now claim that you no longer have access to any of them, this is at least unusual.

Therefore, if you are indeed unable to access your e-wallet, I will have to reject this complaint.

I am not contesting the legitimacy around the proof of the ewallet.

I would like to clarify my position regarding the request to prove current ownership of the crypto wallet used for deposit.

Cryptocurrency wallets do not function in the same way as traditional bank accounts. They are not regulated financial accounts tied to verified personal identity in the same way a bank account is. It is entirely normal within the crypto ecosystem for users to transfer, exchange, or no longer retain access to a wallet after funds have been sent — particularly when services such as fixed-rate exchange providers are used to convert or forward funds.

At the time of deposit, the transaction was successfully completed on the blockchain and confirmed by the casino. The casino accepted the deposit without issue. The blockchain record itself provides full transparency of the transaction. There was no requirement at the time of deposit to prove long-term ownership of the sending wallet, nor was I informed that retaining access to that wallet would later be required for withdrawals.

Requesting proof of current wallet ownership after the fact imposes a condition that was neither disclosed nor part of the deposit process. Crypto transactions are fundamentally different from traditional banking, and applying bank-account style verification standards to decentralized wallets is not always technically possible.

I have fully cooperated and provided all information available to me. The inability to access a previously used wallet — particularly after funds were exchanged via a third-party crypto service — should not be considered sufficient grounds to withhold legitimate winnings, after I have given the casino personal ID as well.

I respectfully request that this matter be resolved based on the confirmed deposit, completed gameplay, and the absence of any breach of terms at the time of transaction.

Above all....what is the concern here ?

Dear cianoneillmalone96,

As previously stated, the casino's request for verification from your e-wallet is both reasonable and valid.

Additionally, I understand that you have lost access to several crypto wallets that you have utilized for deposits, which is indeed quite unusual.

Unfortunately, since you are unable to meet the casino's legitimate request and the circumstances indicate atypical behavior, I regret to inform you that I must reject your complaint.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best Regards,

Igor