Immerion Casino - general discussion (page 14)

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Hello. I have a problem with withdrawing money at Immerion Casino. Please help me. I haven't been able to withdraw money since mid-April. They are deliberately delaying the procedure. All documents for verification were sent a long time ago. Kyc doesn't respond to emails. Please help. This is abnormal. In all casinos, all procedures take 2-3 days. And here I have been waiting for my money for almost 2 months.

Hello, I'm sorry for the situation you are in.

Let's try to get to the bottom of what might be going on. When you said you sent the documents to KYC, were you successfully verified or not? That's probably the most important thing to get your money.

Did the casino also say why they keep dragging it out and why it's taking so long? Is there something that you send around and it's still not good for the casino?

Every procedure takes too long. It seems like it's being deliberately delayed. I've been waiting for a long time for the Kyc documents to be approved. They ask for one document, two weeks later another, two weeks later another... When they could write down what they need in one letter.

And KYC has not even notified or confirmed the documents. They do not provide any information. I have written them many letters and have not received any answer, whether any documents are missing and when they will be confirmed.

I received the same message... I'm a Japanese player, but I was told to submit my bank statement in English for KYC certification, which I couldn't understand... At this point, what they're doing is a specialized fraud... I really hope these malicious casinos are shut down soon...

I asked support for help maybe 20 times and got the same answer: we apologized for making you wait so long, we asked Kyc to be faster. But nothing changed.

I got it. It's a pity that you filed a complaint only now because I believe that if it's a little earlier we might be closer to contacting the casino. 

I would say that as a player I would also like to get a full list of documents to provide and not a different document to send every week. Especially if you don't know at all what the result is and if everything is in order. 

But there is nothing for us to do but wait for the complaint and hopefully it will be resolved.

Hello, so it's not exactly unusual what the casino asks from you, but is it the same that they keep asking after a week for some other document or just this one so far? How long does the verification take for you?

Thank you for contacting us! I filed a complaint immediately and have been in dispute for about two months now with the help of Pavel! However, in the meantime, after I submitted one, I was asked to submit another one, and it was a repeat of the same thing... I think this is a really malicious casino. I think it's nothing but a nuisance for players that casinos like this exist...

I think Casino Guru should change his rating for this casino as soon as possible to prevent new players from falling victim to this scam.

I'll start from the end and thus the rating, it changes depending on various things but also with the complaint. If the casino didn't solve it and we were on your side, then it would go down. Anyway, I see that it is still going on and one month is a long time in my opinion. 

But Pavel will continue to assist and I hope until it ends positively. I would be happy if it could be sped up or I don't know how much to do about it. 

So I will have to wait for your next update. 

Hello everyone 🙋🏻‍♂️

Withdrawal canceled – no transparency, just delaying tactics. I've been waiting for over two weeks for the payout of my €3,000 balance.

The payment was made on

May 27, 2025.

Since then, support has repeatedly informed me that processing will take "15 minutes to 24 hours", then

"24 to 48 hours" and later "up to 72 hours or longer".

On 3 June 2025, the payout was finally cancelled without comment, with the blanket justification of a

"Fairness test".

I made my deposit without a bonus and played exclusively with my own money.

I currently no longer have access to the withdrawal function, which amounts to an arbitrary account suspension.

Hello,

Following all the procedures, have you only received feedback regarding fairness? Uhm, I'm glad you submitted the complaint because, in my opinion, you deserve to understand what went wrong or what the casino believes happened. Did the—let's call it a "statement"—mention "any specific rules, for example?

That was the only explanation I received, I didn't use any bonus. 17 days have passed now.

I see now. Feels like the very situation players have been describing at other casinos with relation to this one, if I'm not very mistaken here. In my personal opinion, this is a sort of tactic. I'm not saying it is a scam, but I honestly find it difficult to believe that, coming out of nowhere, several casinos within a group send each considerably lower sum to be investigated by the game provider.

"The player from French Guiana is facing issues with a blocked withdrawal that he requested two weeks ago after playing at Immerion. He is repeatedly informed that the game provider is reviewing his session, which is taking longer than the promised 15 days, and has not received any responses to his emails."

Disputed amount: €1,722

Sounds familiar?

It is at least weird.

Sadly, we have to give the casino a chance to collect the game provider's resume.

Yes, that sounds exactly like my case, with a dispute value of €3,000. I, too, am constantly being told to wait for a response from the gaming provider—but without any updates or clear communication. It's been over 17 days now, and the delay now seems deliberate. I understand that certain procedures take time, but the lack of transparency is unacceptable. I sincerely hope this case is taken seriously and resolved soon.

Today I received the message that it can now take up to 30 days 😅.

Unfortunately, this confirms my suspicion that they're deliberately delaying things. Transparency and clear communication definitely look different. I've never experienced anything like this at any reputable casino before.

Since donations aren't allowed here, I left Casino Guru an honest and positive review on Trustpilot. 👍

I have to say that I have never seen so many similar situations involving game providers like I did with those two casinos. Perhaps I'm not objective here, but I believe that the casino should show more transparency and care to paying customers. Of course I have no idea what keeps triggering so many checks; maybe there has always been a very good reason. On the other hand, a polite and cool approach can at least make the player feel that things are not that negative.

I sincerely hope this investigation won't take that long.

Oh, that's lovely and I would take that as a commitment for the future, though. You know the complaint is still active and it would be weird if something went wrong... 😀

Let's see what the casino has to say in the complaint, of course. I believe it is their turn now.

Unfortunately, the support is very confusing for me because I am given different information and time frames.