Immerion Casino - Player’s withdrawal is delayed.

Two weeks have passed, but my withdrawal still hasn't been processed.

Dear hirokann0525,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Have you ever been successful in making a withdrawal?

first time

Can you please confirm that you have passed KYC verification?

Not yet

I was told it wasn't necessary

Have you won any money with or without an active bonus?

I got it but haven't used it

Thank you for your reply, hirokann0525. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Now KYC

At first I was told I didn't need it

I was told this about 2 weeks after I requested the withdrawal!!

Withdrawals were also cancelled💦💦💢💢

Have you already submitted the required documents to verify your account? Could you please advise which documents you have already provided and when exactly? Have you provided all the required documents in the correct format?

All submitted!

Even though I was told at first that I didn't need it 😢😢

Awaiting authentication

Alright. I know this may be frustrating, but let's wait for a few more days to give the casino enough time to review your documents. I will leave this complaint open, so please keep me updated about any further developments.

Dear hirokann0525,

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.

Not yet

Could you please forward the most recent communication between you and the casino to kristina.s@casino.guru?

Sent

Thank you very much, hirokann0525, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello hirokann0525,

I am so sorry to hear about your problem with the 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 please state why the player's withdrawal has not yet been paid out and when he can expect the payment? Is there any problem with the player's verification?

Thank you in advance for providing the information.

It's really too late!!

I submitted everything

Dear hirokann0525 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

Dear Player,

In case you do not have the requested documents in English, you can provide the official translation of your document, as an option, thank you.

Officially, I was told that they don't provide English translation services.

There is an app now that can translate images, so please try it out.

Hello hirokann0525,

As the casino does not have Japanese live chat agents or native speakers, you will have to provide the casino with the translated documents into English language.

Please let me know once you provide the casino with such documents.

I'll be awaiting your reply.

What should I do if they don't provide a service to translate documents into English?

Hello hirokann0525,

Do I understand the situation correctly that you have no option to translate the documents into English?

I'll be awaiting your reply.

yes!!

Ward office services

Hello hirokann0525,

I am afraid that there is no other option but to translate your documents into English as the casino is international and doesn't have any native Japanese speakers. If you fail to provide the casino with the necessary documents, it will be considered as a non-cooperation with the casino and the complaint will be rejected.

Your understanding is much appreciated.

I want to cooperate

What should I do? If the service is not available

Other casinos use image translation apps for authentication

Hello hirokann0525,

I am afraid that the casino won't be able to proceed further without translated documents. It either needs to be sent to the casino or the complaint will be rejected.

Your understanding is much appreciated.

I had an international driving license!!!

Written in English

Dear Immerion Casino,

Which documents do you require from the player to pass the verification?

I'll be awaiting your reply.

Dear Hirokann0525 and Casino Guru,

Regrettably, we are unable to accept bank statements in Japan.

Please provide this document in English to facilitate our KYC process.

Respectfully,

Immerion Casino Representative

Hello hirokann0525,

I understand this must be frustrating for you, but if you want to pass the verification, you have no other option but to translate the bank statement into English and send it to casino support. Please let me know once you provide the casino with the necessary documents.

Thank you very much in advance for your cooperation.

Should I do it myself?

Banks do not provide

To the Casino

I want you to be clear about what you're looking for

I've said it many times before.

Have the balance certificate translated into English⭕️

Transaction statements cannot be translated into English.

Casino Guru

Explain this to the casino

do not understand

Balance certificate English translation⭕️

Trade Certificate❌

Hello hirokann0525,

As the bank does not provide the translated bank statements in English, I am afraid you will have to find some institution where they translate such documents. After you receive the translated bank statement, please send it to casino support alongside the Japanese bank statement.

Please let me know once you have done this process.

I'll be awaiting your reply.

Because of the high cost

Casinos should also clarify

Hello hirokann0525,

As the bank does not provide the translated bank statements in English, I am afraid you will have to find some institution where they translate such documents. After you receive the translated bank statement, please send it to support casino alongside the Japanese bank statement.

Please let me know once you have done this process.

I'll be awaiting your reply.

Casino

I will request a bank statement from a private company, but will that complete all KYC?

Dear Immerion Casino,

Could you state if the bank statement will be the only document necessary to pass the player's verification?

I'll be awaiting your reply.

Dear Hirokann0525 and Casino Guru,

Yes, that's the last document that's missing for verification.

Respectfully,

Immerion Casino Representative

Hello hirokann0525,

It appears that the translated bank statement will be sufficient to pass the verification. Could you follow the instructions I have stated above and provide the casino with the translated bank statement alongside the original bank statement?

Please let me know once you do so.

I'll be awaiting your reply.

Is it okay to use PDF format?

Dear Immerion Casino,

Could you state if the pdf will be an acceptable format?

I'll be awaiting your reply.

Casino!!

Please give a smooth reply!

It's taking a lot of time

Dear Hirokann0525 and Casino Guru,

Certainly, the PDF format is suitable for us.

Respectfully,

Immerion Casino Representative

got it!

I'll pay a pretty hefty fee to hire a contractor

As promised

Please complete KYC verification and prompt withdrawal.

To the Casino

The service for March history will not be provided until April!

Is it okay if the PDF is just for February, one month's worth?

Please give a quick response

Dear Immerion Casino,

Could you state from which month you require the translated bank statement?

I'll be awaiting your reply.

Only possible up to one month in advance