The player from Greece had been trying to withdraw her winnings since January 25, 2025, but the casino stated they were checking her play style. Despite being a verified player and sending multiple emails, she continued to receive the same response and planned to escalate the matter. The Complaints Team intervened, and after further communication with the casino, her account was successfully verified. She subsequently made a withdrawal request and confirmed the resolution of her issue, allowing the complaint to be marked as resolved.
Immerion Casino - Player's withdrawal has been delayed.
Amount: €250
Immerion Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
yesterday
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1 month ago
Hu, I am trying to withdraw my winnings since 25/1/2025 but they still say that the provider is checking my play style. Several emails and yet the same answer "please be a little bit more patient". I already informed them i am going to escalate the case to casino guru. It is been a month and still nothing. I am a verified player there and i want my withdrawal to proceed.
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1 month ago
Hello elmat1,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Immerion Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when is your account fully verified?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 month ago
Hi
i was validated 28/11 and withdraw 200€.
i played only with my own momey not bonus
last time they replied Monday 17/2
ty
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4 weeks ago
Hello elmat1,
Can you please forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?
Awaiting your response.
Regards,
Nick
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3 weeks ago
Thank you elmat1 for all the information provided. I will now forward your complaint to my colleague Jana (jana.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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3 weeks ago
Dear elmat1,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Immerion Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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2 weeks ago
Dear elmat1 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
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1 week ago
Dear elmat1 and Сasino 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
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1 week ago
Translation
You don't expect anything. I have sent you everything you need in detail. Even a photo of me holding my ID and the laptop showing your website at the same time. It is obvious that you are delaying on purpose. It has been 2 months and still nothing.
Automatic translation:
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2 days ago
Dear elmat1 and Casino Guru,
We are pleased to inform you that the client has been successfully verified.
We appreciate your transparency throughout the process.
Respectfully,
Immerion Casino Representative
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2 days ago
Translation
Good afternoon, the verification has indeed been completed, I have made a withdrawal request and am waiting. Please do not close the complaint until the money is returned to me. Thank you.
Automatic translation:
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yesterday
Dear elmat1,
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,
Jana
Casino.Guru
