Immerion Casino - Pelaajan kotiutus on viivästynyt yli vuoden.

Hello,

So I have been playing in Immerion for some months and suddenly on 6/11/2024 - 1 year ago from now they asked me for some extra verifications in order to continue with my withdrawals . In total I have $4982 in my account . I submitted everything they asked from at 08/11/2024 and since then they have been dellaying me by asking something extra and each time they take 1-2 months to reply to my emails.

Last time when I managed to have back and forth emails every couple of days was in March where their last email was on 01/04/2025 ( 1st of April 2025 ) . They sent me this email :

Dear Player,

Your document was received and sent for the review.

We appreciate your patience and understanding during this time.

In case of any updates, you will be immediately informed via email, thank you for waiting in advance.

Kind regards

I replied to them 3 times trying to see if my KYC was completed at:

03/05/2025

26/05/2025

22/08/2025

And they never replied ! Even 4 months later they didn't reply

Then at 22/09/2025 I contacted the Live chat of immerion where they told me KYC team will contact me and indeed at 22/09/2025 KYC team of Immerion contacted me again asking for something I already have given them in the past, a utility bill. Here is their email:

Dear Player,

So we can proceed with the verification of your account, we kindly ask you to submit supplemental documents such as a utility bill that shows your full name, residential address and date of the bill (not older than 90 days). Please only upload the one page which contains the required information and use an image file format (such as PNG, JPEG, PDF).

Additional forms of utility bills that are also acceptable include, but are not limited to: a current lease, a proof of enrollment at a college or university, or a tax return.

Kind regards

I replied at 01/10/2025 by attaching what they asked for and since then till now at 14/11/2025 ( 45 days later ) they haven't replied anything!

I have never seen in all these years of me playing in online casinos a casino delaying the verification process for more than 1 YEAR.

I have only attached 5 photos because it is the maximum i am allowed

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 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.

• Is your player's account accessible? Can you deposit or play?
• Have you previously withdrawn winnings from the casino?
• Could you please confirm that the address on your utility bill and in your player's account are the same?
• Is the utility bill addressed to you directly?
• Could you please confirm that you provided the utility bill in English? Was it issued and sent to you via email, or was it delivered in paper form?

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

Hello Tomas,

Here is everything you asked :

 Is your player's account accessible? Can you deposit or play?

Yes my player account is accessible and I can deposit and play. I can even play my winnings because Immerion casino is not allowing me to create a withdrawal.

Have you previously withdrawn winnings from the casino?

Yes , I have previously withdrawn winnings from the casino.

Could you please confirm that the address on your utility bill and in your player's account are the same?

They are exactly the same.

Is the utility bill addressed to you directly?

it is addressed directly to me .

Could you please confirm that you provided the utility bill in English? Was it issued and sent to you via email, or was it delivered in paper form?

It was issued and sent to me via email. The utility bill is in Greek Language however my name and address is in Latin ( English ) characters , exactly as they are in my Immerion Account.

Kind regards,

Christoforos

Dear Tzogadoros96

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, Romi (romana.r@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 user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Immerion Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Immerion Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Tzogadoros96 and Casino Guru,

Thank you for contacting us in regards to the player's concern.

Upon the inquiry, the player's verification was completed after provision of all requested documents by November 24th. Since then, the player has placed 5 withdrawal requests, 4 of which have been fully completed by the team. The last remaining request is currently being worked on by the financial department.

Respectfully,

Immerion Casino Representative.

Dear Tzogadoros96 and Casino Guru,

The final withdrawal has been successfully processed by the financial team. If the player wishes to withdraw funds remaining on their wallet, we welcome them to place a withdrawal request for them.

Respectfully,

Immerion Casino Representative.

Dear Tzogadoros96 and Casino Guru,

We can confirm that the player has placed the last funds for withdrawal and the request has been fully processed by the team earlier today. We thank the player for their patience and cooperation in this matter!

Respectfully,

Immerion Casino Representative.

Thank you, Immerion Casino, for the update.

Dear user,

Please let us know whenever you receive the whole amount.

Thank you.

Best regards,

Romi

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

Dear Tzogadoros96,

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,

Romi