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

At October 31 I won 1000$ at this casino and this when the problems started .At start they were canceling my withdrawals without any reason.Then they ve sent me an email that I have to KYC this account fine .I ve sent the files almost instantly to them at 3rd November (they asked me for these files 2nd of November) and they said to me 10 working days to verify me .Anyways after lots of emails etc etc and them keep asking me more and more files (Bank statements,Utility bills) .Files that at the first mails never got asked .I am still waiting them to verify me 23 days after I ve sent the first email.

Dear vageliskoltsi1,

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. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Could you please provide the link to the casino in question? Since you've submitted two similar complaints, are you experiencing verification issues in both casinos?

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,

Dominika

Dear vageliskoltsi1, have you received any results from the verification process?

From immerion I’ve only received a mail 13 days ago to send a utility bill as I did then no answer at all !!

Thank you very much, vageliskoltsi1, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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 Natalia,

Today I ve got an answer from immerion after all this time that they are reviewing my documents I hope that my problem will be resolved.

Thanks,

Dear vageliskoltsi1,

Thank you for your updates. I hope the verification of your documents will not take too long. I will reach out to the casino to ensure they are involved in this complaint thread, too.

Dear Immerion Casino,

I would like to invite you to join this discussion and assist in resolving the player’s complaint. Could you please provide more information regarding this case? Have you received all the necessary documents for KYC? Additionally, what is the expected timeframe for completing the verification process?

I look forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Dear Vageliskoltsi1 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

Thank you for checking this, Immerion Casino. I will extend the timer for 7 days. Hopefully, we will hear updates from you within the set timeframe.

Hello,

You can close this complaint. They achieved their goal as I lost all the balance.The moment I went zero on balance they opened the withdrawals . So it wasn’t KYC department issue….You can keep ybets complaint open as I am sure that they will not open the withdrawals until I lose everything.

These guys are frauds stay away from this site play somewhere else .

Thank you for your time Natalia ,

Dear vageliskoltsi1,

I'm sorry to hear you lost your funds before completing the verification process. I understand that it can be tempting to use the funds if the verification takes longer than anticipated. In the future, if you ever find yourself in a similar situation with any casino, I suggest inquiring whether they provide responsible gambling features, such as loss limits or temporary cooling-off periods. These tools can help prevent using your money before the KYC process is finalized and withdrawal requests are approved.

Regrettably, if you chose to gamble with the funds intentionally, they cannot be returned. Therefore, I have to reject this complaint. Thank you for your understanding, and I apologize that we couldn't assist you further this time. Please feel free to reach out if you encounter any issues with this or any other casino in the future.

Best regards,

Natalia