Immerion Casino - Pelaajan kotiutus viivästyy KYC-tarkastuksen vuoksi.

Hi, Casino guru team.

I am seeking assistance regarding two withdrawals of €400 each (€800 in total) from Immerion Casino, requested on August 28, 2026.

The withdrawals remained pending for almost a week. I contacted Support and was referred to the Finance Department. On September 2, Finance confirmed that both withdrawals were "currently being processed" and that "we see no issues with your current requests." They also stated that withdrawals normally take 24–72 hours.

I previously made a €150 withdrawal to the same Revolut account, which successfully reached my account after 3 days.

However, after a week of waiting, the withdrawals were suddenly cancelled and I was asked to complete KYC verification.

I am willing to complete the KYC, but after reading numerous complaints on other websites about prolonged withdrawal delays and additional checks, I became concerned that my withdrawals may be further delayed.

I am therefore asking Casino Guru for assistance in ensuring that my legitimately won €800 is processed and paid without unnecessary delays.

I have already submitted all the requested KYC documents to Immerion and am now waiting for their verification.

And The €800 I am trying to withdraw was won using my own deposited funds, without claiming or using any bonus.

This situation has caused me unnecessary stress and anxiety.

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. Are there any documents in your account that are currently pending verification?

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

I submitted all the requested KYC documents to Immerion on September 4. I provided my ID/driver's licence and the requested selfie with my ID/driver's licence in hand in front of their website. The documents were submitted in the required format.

However, today, September 7, the casino's KYC team contacted me again and requested additional confirmation that I am the owner of my Revolut bank account. I have now provided them with the official Revolut account confirmation document they requested.

I would also like to clarify that there is no separate verification/KYC button or section visible in my Immerion account. I can only see that the withdrawal option is blocked because my KYC verification has not yet been completed.

Update: Today, September 8, I received a message from Immerion confirming that the documents I provided are sufficient for my current verification status and that no additional documents are required at the moment.

After receiving this confirmation, I was able to make new withdrawals. I have submitted two new withdrawal requests of €400 each, €800 in total. I am now waiting to see whether the withdrawals will be processed and the funds will reach my Revolut account.

I will update the complaint once I receive the funds.

Dear Adreezy and Casino Guru,

We wish to remind the player that all actions at Immerion are taken in strict accordance with the published Terms and Conditions, available on the website. They regulate expected timeframes of procedures and withdrawals.

1.5. Once Documents are uploaded, the user will get a "Temporarily Approved" Status and the documents will now be on our side. The "KYC Team" will have up to 5 (five) days to go over them and email the user about the outcome: (1) Approved; (2) Rejected; (3) More information needed (with no further change in Status).

7.8. Withdrawal processing times depend on the payment providers and methods Players use. Usually it can take up to 72 hours but not limited. Once a withdrawal has been processed successfully and released, a time period will apply depending on the payment method being used.

By our information, the player has entered a KYC verification on September 4th, within 3 business days from withdrawal request, and lodged the complaint on the same day, which, to our understanding, is premature. The documentation was processed on September 7th, when additional documentation was required. Additional documents provided by the player have been approved on September 8th. The player has made two withdrawal requests shortly after, which have been processed by the team earlier today. As such, Immerion acted within the appropriate timeframes on all processes during this period.

At this moment, no further withdrawal requests remain and the player's balance is empty. Immerion kindly asks players to await for expiration of expected timeframes before seeking further mediation as it may distract mediators from other concerns to resolve a normal operation during such cases.

Respectfully,

Immerion Casino Representative.

So, am I really being blamed for submitting my complaint too early? From my perspective, I had every reason to be concerned.

When I first registered with Immerion, I actually contacted Support proactively because I wanted to complete the KYC verification in advance, specifically to avoid any delays, I was told that there was no need to do this in advance and that they would request the verification when it was needed.

Later, I made two withdrawals of €400 each. The withdrawals were accepted, and I contacted the Finance Department because they were taking longer than expected. I was explicitly told that they saw no issues with my withdrawals and that they were being processed. However, after approximately one week of waiting, both withdrawals were cancelled and Only then I was asked to complete KYC verification! If it's not a delay, then what it is?

If you want players to keep choosing your casino and if your Terms and Conditions allow such lengthy withdrawal and verification processes, perhaps it is time to reconsider and update them! 😉

In the end, I received my €800, I strongly believe that without this complaint, the whole process could have taken much longer.

I would especially like to thank Veronika for her help and involvement. Casino guru doing a very good job helping players resolve these kinds of situations. Thank you! 🙂

Dear Adreezy and Immerion Casino representative,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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,

Veronika

Casino.Guru