Inmerion Casino - Player's withdrawal is delayed.

I made a deposit of $500 on 03/12/2023 and another $500 on 06/12/2023. After winning a substantial amount in roulette, I requested a withdrawal of $4200 on 11/12/2023. Despite Inmerion advertising itself as a "No KYC" casino, they required me to undergo a KYC process. On the same day (11/12/2023), I submitted the necessary documents:

1. Copy of my passport
2. Screenshot of a transaction from my crypto wallet.
3. My photo with a passport in hand, in front of the Inmerion website

Two days later, I contacted live support to inquire about my case. They confirmed the receipt of the documents, stated that the KYC process was underway, and mentioned it typically takes 10-14 days, sometimes longer.

On 25/12/2023, 14 days after submitting the documents, I contacted live support again. They informed me that the KYC process was ongoing and assured they would expedite it.

On 04/01/2024, 24 days after submission, I emailed support to inquire about the delay and when I could expect completion. Unfortunately, I received no concrete answers, only a reiteration that the KYC process was ongoing, and I would be notified via email of any updates.

On 10/01/2024, 30 days after submitting the documents, and having received no updates, I sent another email with the same questions. Once again, I received no specific information, only assurances that they were actively working on it and would notify me of any updates.

As of today (18/01/2024), I have not received any updates. I suspect intentional delays in the KYC process, possibly to encourage me to gamble away the balance. The original $4200 I attempted to withdraw has now increased to $5240, and I intend to cash out the entire amount.

I would appreciate your help resolving this matter.

Dear Mannfred,

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, however, one month is more than enough time to review all documents.

Do I understand correctly that the casino didn't explain what could have caused the delay? Could you please confirm that you provided all the required documents in the correct format?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you in advance for your reply.

Best regards,

Kristina

Dear Kristina,

Thank you for taking on the case. Yes, you understand it correctly. I have not received any explanation or an approximate date for when they will finish the process.

I have sent all the required documents. There were no format requirements, so I sent them as .png and .jpg pictures. I have just emailed you the blurred copies of those same images.

There has been no other communication between the casino and me since. If there is any, I will forward it to you.

Thanks for your help.

Thank you very much, Mannfred, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Mannfred for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Inmerion Casino for their help in resolving this complaint. We would like to know what is the issue with the verification process and what can we do to help the player receive their winnings.

Thank you!

Dear СasinoGuru and Manfred!

It required significant effort, but we have now received an update from the provider. We reached out directly to Manfred regarding this issue and anticipate a prompt resolution.

We sincerely apologize for the delay and appreciate your patience.

Respectfully,

Inmerion Casino Representative

Thank you for the update Inmerion Casino representative.

Dear Mannfred, please let me know if your issue has been resolved or if you require any further assistance.

Thank you!

Dear Peter and Inmerion Casino,

Today, after 43 days since the initiation of the KYC process, I have received the email confirming the approval of my KYC. Subsequently, I was able to successfully withdraw my balance.

I want to thank Inmerion Casino for their efforts in expediting the process with their provider. Furthermore, I appreciate the assistance provided by Casino Guru in resolving this matter.

I am pleased to inform you that the issue has been successfully resolved, and no further assistance is required. Thank you once again for your prompt attention to this matter.

Sincerely,

Mannfred

Dear Mannfred,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter