Immerion Casino - Player’s withdrawals are delayed and cancelled.

So I made withdrawals here in the past but on Nov 6th I made a withdrawal for 150 cdn and it got cancelled and told me I need KYC. I got an email and I sent the documents needed to them. They said 2 weeks. Nov 13 or 14 th I asked support if I was verified and they told, if I can make a withdrawal I am verfied. Nov 15 i won 3080 cdn dollers which I withdrew max 1000 us dollers a day and it was cancelled. They said I need to send more documents which I did. They told me I don't need to send anything more but to wait another 10 business days. I have asked support what's going on and they told me they have nothing they know just email support. I have emailed support many times but nothing. Attacked is all the proof

Dear lloydo644,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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 you sent the last one? 
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

i withdrew the money as I was told if I can withdraw I was verified by support chat. They cancelled it and ask for more documents so I provided

All my emails



I can't find the screenshot of the one they stated I don't need to send anything else and that if I can. Withdraw than I am verfied. That's why I could withdraw the 1400 the 1000 but they cancelled it and blocked me to wothdraw

And I worried cause bow the money I have seems like they are saying I must wager it in some bonus which obviously i don't have to wager since I already withdrew and that was clear cash I had

2028 is dollers about 2816 cdn dollers as of now

this is what it is saying now.. I have nothing to wager I dont even know how they could scam that bad

Let's just hope that fixes itself after I can make a withdrawal because I use to see this

which I can't see anynore

But as I said I was able to withdraw with no bonus on hand. They cancelled asking more KYC. I sent but they said another 10 business days after they told 2 weeks as of Nov 6

sorry so many screenshots and thank I'm so frustrated sorry

doesnt exist

is there anything i need to add Kristina as i still cant withdraw and no support helping me

Update support chat won't even chat me anymore. Says I'm number 1 but never comes talks to meu can see the times I try everyday

Update I got a reply

i have emailed them lots of times with no reply

Thank you very much, lloydo644, 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 lloydo644,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an Immerion Casino representative to join this conversation and participate in resolving this complaint.

Dear Immerion Casino,

Could you explain why the player's withdrawal has not yet been paid out and when he can expect the payment? Does the player need to provide any additional documents?

Thank you in advance for providing the information.

They have gotten the same documents I sent over a week ago 2 days ago again. It's justly the back of a card I used. How does this take 1 week to verify when they state 72 hour withdrawals. Look here I sent my documents for verfication on Nov 6th. And just two days ago. Like a month later they ask for a document I am missing which I sent over a week ago which was the back of my card I used. It's pretty obvious what's going on. Also I was told by chat support if I can withdraw I am verfied. That's why Nov 15 i withdrew 1400 cdn dollers which they cancelled right away and blocked my withdrawal and asking for back of my card which is so unimportant. Which I sent anyways but they asking me again now and make me wait I guess another 10 business days on top of the 20 business days that already past

i got an email today to do the documents I sent on Nov 6th again on Dec 3rd. After a month or KYC. I sent again but this is so ridiculous.

Hello lloydo644,

Thank you for your response and the information provided.

Let's wait for the casino representative to share their comments.

This is today email I responded

hey told me to patiently wait for over a month for KYC to withdraw

Dear lloydo644 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 Immerion Casino,

Thank you for your response and the information provided.

Please, let us know as soon as you have any news regarding the player's withdrawal.

I'll be awaiting your reply.

Still nothing still can't withdraw it's now 3 days after a month and still can't get verfied to withdraw

Still waiting..

I have recieved another email today asking for more documents. I have sent it right away. Attach is proof. It's been since Nov 6th I sent my KYC and they still can't complete it.



A week later nothing

I have sent them all documents and asking them following up but they never say a thing till a week later asking more documents now. They will never let me withdraw

Dear lloydo644 and Casino 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

Can u please ask them what documents cause I sent every single one u asked the same day reply. Attach is proof of last one u sent

More proof

The casino ask me a document. I sent it than try take a month a later to say they need more. They are only replying because I came here to talk about it every last hour they have too here.

Dear Immerion Casino,

Could you confirm whether the player has submitted all the necessary documents? If any are missing, please specify which documents the player still needs to provide.

I'll be awaiting your reply.

The last document they asked was the one I posted above. I sent different statements. One is my November paystub and one is my November bank statement I received in mail

Stefan I have sent them all and then weeks later they ask for a new document. I have shown all the proof here. They never respond. To me email and also I am missing money In my account now when I never played but it's only 30 us dollers. I don't care so much of that but more the KYC and withdrawal

They have told me they need more time for kyc. Can u please help me? They are taking 2 weeks again for 1 document I sent. It's been over a month and half now

I just received another email stating to show all my deposits I made to their casino this month. I'm I have not deposited this month or since Nov 15th when I won 3000 plus dollers and they blocked me. Are they serious

guru please help me. They are trolling me. All my documents they asked I gave and approved that's why they are asking me this and they know I didnt deposit since Nov 15th 2024

Dear lloydo644 and Casino Guru,

Today, our KYC department requested further information regarding one of the documents you provided.

Could you kindly confirm whether you received the mail? 

Respectfully,

Immerion Casino Representative

Lol yea u sent me asking me deposits I made this month look at it attach is proof. Duh I made no deposits this month. Why would I deposit when I have 3000 dollers in your casino since Nov 15

Casino guru please help me.. look at what they sent me. Makes no sense

One of the documents. Stop please. U are asking for another totally different document which obviously I would not have cause I never deposited this month. Why not show us proof I deposited this month. There no such thing as I have proof from support chat as well

Dear Immerion Casino,

Could you state why you are asking the player for deposits from this month? The player's issue has persisted since November.

I'll be awaiting your reply.

Well they changed the story.. got a email now asking for all deposits I made to the casino

After every document I sent they ask for a different one. This is like the 4th time.. then they take over a week to reply to each one. How long will this go on?

Why does my past deposits which I lost matter? The one I deposited and won. My last deposit I showed you. Casino guru what is the point of them asking me past deposits. 2 of which they already paid me.

so much personal info. I have sent them the documents.

Hello lloydo644,

Thank you for providing the documents. Your cooperation is much appreciated.

Dear Immerion Casino,

Could you state if there are any additional documents that need to be provided to verify the player's account?

I'll be awaiting your reply.

This is so... For sure they will ask for more time or ask for more documents

Dear lloydo644 and Casino Guru,

We are pleased to inform you that we have now received all the requested documentation.

Our KYC department is in the process of reviewing the documents, and we will provide you with an update in due course.

Respectfully,

Immerion Casino Representative

It's been almost 2 months on KYC and 1 month and a half on the withdrawal. What happened to 72 hours for withdrawals.. so how long is this going to take. I guess till the new years?

Dear Immerion Casino,

Could you state how long it will take to verify the Player's account?

I'll be awaiting your reply.

Ok I got another email asking more documents. They are asking me so something I already sent but they want me to do a selfie with my credit card hiding g 6 digits and also hide the CVV number which would be at the back of the card in 1 shot l. Attach is proof. And they just told you and me they got all documents. Please Stefan u know this is.. attach is proof

How is this casino considered a high index of safety . Attach is proof I sent what they wanted after they said they got all documents

Seriously approaching 2 months for kyc

Dear lloydo644 and Casino Guru,

The KYC department will endeavour to respond to your email within 24 hours.

We apologise for any inconvenience caused by the New Year holidays.

Respectfully,

Immerion Casino Representative

Yea right. 24 hours for sure it will ask more documents. But I have stated here all documents have been received. Let's see. I'm awaiting the email

Hello lloydo644,

Let me know once you receive the response from the casino support.

I'll be awaiting your reply.

Yes nothing yet

I got a response

its a terrible response. They said they just sent my documents now to KYC and well another 2 months im guessing. For sure at least another 7 days

I thought I gave casinos 14 days to resolve but mine has been 6 weeks plus

Got another email just now asking for more documents that I sent already

i sent it right away

They have told us they received all documents. Yet they asked again and I'm my life Stefan we both know they will ask another right before the timer on them end here to reply. Is there anything else I can do

Dear Immerion Casino,

Could you give us a final list of documents which will be required from the player? How long will the player's verification take?

I'll be awaiting your reply.

The list will be over and over of coarse. Waiting for me to play the money or die or give up. But I will never play the money. Never give up. And I am 41 years old so no death approaching for a long time I believe.Stefan my question is when will they rating for your site be in effect. Are we gonna do this for months more or a year? I will always respond but i do want to know when will their casino rating be effected by their unfair practices? Yes I know I will have to wait another week till I get any response.

Stefan I just got the most stupid email ever

it says to show legal proof the credit card is mine. The name on the card is exactly my name on my passport Lloyd Austin O. Please help me Stefan

Stefan it's obvious now they won't pay. Remember they said no more documents they received all and now they ask the most obvious dumbest question which I showed you my passport and my card has the exact same name.

Hello lloydo644,

Thank you for the provided information. Could you please outline what the casino has requested from you up to this point? Requesting proof of ownership of the card is a standard verification process in accordance with anti-money laundering policies. But we have requested a casino to provide us with the list of documents which they will require. Let's wait for their response. In the meanwhile could you provide the casino with proof of ownership of your card?

How do I prove ownership of card. Isn't it my card and passport with same name?

I have posted that above

i have sent my statement

i sent the whole file. Such sensitive information

They asked me for my ID, ID with my real face in it. They asked me for my ID with my face with their background homepage in the back. They asked for my bank statement for address issues and deposits. They asked for my payment card. And cryto deposits. Asked me for payment card holding it and my passport at same time. They asked for every deposit I made to the bank. They asked me for proof of credit card.

I have uploaded all of them here . Everything I sent from Nov 16th

Dear lloydo644 and Casino Guru,

We are pleased to inform you that the client has been successfully verified.

Withdrawals are available to the player in accordance with our limits.

We appreciate your transparency throughout the process.

Respectfully,

Immerion Casino Representative

No they are lying I can't not withdraw

They are saying they looking at my withdrawal in the past but they cancelled it on Nov 15th

They say I can withdraw but I cant

It's says once my withdrawal is completed. But it's cancelled

i never got a chance to go into withdrawals since Nov 15th. So now I am waiting for a cancelled withdrawal to be approved? How long will this take? 2 months?

Casino guru please help. They are telling me to wait for my previous withdrawal to be completed to withdraw again. But I don't have any previous withdrawals. The last one on was cancelled in Nov so I have no idea what they are talking about and I'm worried it will take a long time

Dear lloydo644

We kindly request that you try again now.

Please be advised that our KYC department does not work on weekends, which is the reason for the delay you encountered.

However, this issue has now been resolved and we apologise for any inconvenience caused.

Respectfully,

Immerion Casino Representative

Hello lloydo644,

Did you manage to request a withdrawal from the casino? Please, be aware that the casino has a daily withdrawal limit of 1000$.

I'll be awaiting your reply.

I manage to withdraw 1408 Canada dollers which is 988 Us dollers. It's processing. I will let u know when it actually comes into my bank account

Hello lloydo644,

Thank you for your response and the information provided.

Please let me know once the funds arrive in your account.

I'll be awaiting your reply.

Still processing after 8 hours

i manage to withdraw all but still they are processing. The first 1000 has been over 24 hours saying proceessing. Will update asap as things develop

Stefan thank you so much. I got paid all just now. Thank you so very much and casino guru thank you.

Hello lloydo644,

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, 

Stefan, Casino.Guru