Immortal Wins Casino - Player’s withdrawal has been delayed due to document issues.

After paying using my mobile phone, I tried to withdraw £170. They asked for documents and the website is rejecting all of my proof of identification for me and my husband (the mobile contract owner, I am the named user) After asking for proof as the phone number used is paid for by my husband, who also submitted ID and a selfie and utility bills as requested, as have I.

Going around in circles submitting everything they're asking for over a week and it’s all being rejected without any explanation. Clearly using whatever loophole they can to get out of paying withdrawals.

Dear Jojo74,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Does your husband also have an account in Immortal Wins Casino or did you submit his documents only because both of you share a mobile contract?

Could you please specify if any of your identity documents have been approved by the casino?

Have you submitted your utility bill and your proof of address in the correct format? Do you have any utility bills issued in your own name?

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

Best regards

Veronika

Hello,

No he does not have an account. The account is in my name. None of my documents have been accepted.

He is the account holder however we both have a mobile phone which he pays for. We also both have utilities in our names. Which I have sent them.

Could you please send me the latest email correspondence you had with the casino regarding your verification? My email address is veronika.l@casino.guru.

Which document did you use as your utility bill? Whose name is on this document?

Is your name or your husband's name listed on your mobile phone bill?

When you mention that none of your documents have been accepted, does that include your ID?

Dear Jojo74,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.