Immerion Casino - Player's withdrawal is delayed due to KYC verification.

Hello I am a regular online casino player

I have made 2 successful withdrawals from immerion casino before

180 eur to skrill and 350 usdt to crypto wallet before

When I tried to make my 3rd withdrawal of 400 usdt (active balance now is 960 usdt) the casino asked for kyc verification

This happened on 6/November 2024

I provided all the documents and then on 7/11 the casino asked for me to wait 10 days because they "sent my gaming session to providers for inspection"

The 10 working days deadline just finished and they are still saying that they are working on the kyc

I want some help in order to be able to withdraw as now my account is unable to withdraw

Dear drmoker13,

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. 

• Have you accumulated your winnings with the help of a bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• When was the last time you were in contact with casino support and what did you discuss?

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,

Tomas

Hello yes I got a deposit bonus and I after I wagered on slots I had 1300 usdt

I managed to withdraw 300 and then I was asked for kyc on 7 November provided all the documents and then the casino said that it needs 10 days for my kyc as it sent the game review to the providers

Dear drmoker13,

• Has the casino provided you with any updates since your last reply?
• Please list which games, slots, and live games you've played in the casino while wagering the bonus.
• If there is any additional communication from the casino please share it with me here or send the information to my email at tomas@casino.guru

Hello last I received an email for additional selfie and paper bill for proof of address I managed to send selfies and bank statement and phone bill last update was on Friday 22 November

If your issue with the casino still persists,

Could you please explain which slot games have you been playing?

I'll await your reply.

The casino has yet to verify me it asked for proof of funds

And it never replies to my messages

What do you mean what slots ?

Pragmatic play slots hacksaw etc

Dear drmoker13,

Kindly provide me with your recent communication with the casino to support your complaint. Send the information to my email at tomas@casino.guru

I apologize for the inconvenience.

I send an email

Thank you very much, drmoker13, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear drmoker13, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Immerion Casino representative to join this conversation. 

Dear Immerion Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear drmoker13 and Casino Guru,

We have received a response from our KYC department stating that one document was not accepted because it was overdue.

We have sent you a letter regarding this issue today.

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 Immerion Casino,

thanks for your reply.

However, I have not received any email. Would you be able to resend it to katarina.d@caisno.guru.

Would you accept new documents for verification, please?