Immerion Casino - El retiro del jugador se ha retrasado debido a problemas de verificación.

Good day,

I have been trying for weeks to withdraw the amount of €3400 from Immerion.

I was asked to complete a verification process. First, they requested my ID card.

Then they wanted pictures with a selfie, which I also sent them.

Next, there was a request for a selfie with the ID card and the website in the background. I completed this as well.

Then I received another email requesting a document that proves my address, such as a bill. I sent them two bills.

Another email came, this time asking to disclose the source of the funds. I sent a screenshot with 12 payments from my employer. Additionally, there were 6 screenshots of direct transfers from the company I work for, as well as 6 salary slips in PDF format.

Now I am being asked to have these translated into English and certified.

I'm at a point where I don't know what to do next and am seeking help here.

Schönen guten Tag,

Versuche seit Wochen den Betrag von 3400€ bei Immerion auszuzahlen.

Ich wurde zu einer Verifizierung gebeten. Als erstes sollte er Personalausweis reiche.

Dann wollten sie Bilder mit einem Selfie auch dieses habe ich ihnen geschickt.

Also nächstes folgte die Aufforderung ein Selfie mit dem Personalausweis und der Webseite im Hintergrund. Auch dieses habe ich erledigt.

Dann kam die nächste Mail mit einem Dokument welches meine Adresse Belegt sprich eine Rechnung. Habe 2 Rechnungen hingeschickt.

Es kam eine weitere Mail, dieses mal mit der Aufforderung offenzulegen woher die Gelder stammen. Ich schickte einen Screenshot mit 12 Zahlungeingängen von meinem Arbeitgeber. Ebenso waren 6 Screenshots der direkten Überweisungen der Firma wo ich Arbeite dabei sowie 6 Gehaltabrechnungen im PDF Format

Nun fordert man mich auf diese Auf English übersetzen zu lassen und beglaubigen zu lassen.

Dort bin ich an einem Punkt angekommen wo ich nicht mehr weiter weiß ich hier die Hilfe suche.

Dear Smokezilla89,

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.

• Do I understand correctly that the casino asked you to translate and certify all documents you have provided so far?
• Did the casino approve any of your documents?

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 had to submit the documents by email. I then received confirmation that the documents had arrived and were being processed.

After inquiring about the status, new demands were made.

As I said, the current point is that they have had the documents translated into English and want them certified.

Ich musste die Dokumente per Mail einreichen. Habe dann eine Bestätigung bekommen das die Dokumente angekommen sind und diese bearbeitet werden.

Nach nachfragen wie der Status sei wurde neue Forderungen gestellt.

wie gesagt aktuell ist der Punkt das sie die Dokumente auf english übersetzt haben haben und beglaubigt haben wollen.

Thank you very much for your reply, Smokezilla89. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent them an email with the email history from Immerion.

Habe ihnen eine Mail mit dem E-Mail Verlauf von Immerion geschickt.

Thank you very much, Smokezilla89, 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.  

Dear Smokezilla89,

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 please state why you require the notarization of the documents? It will be quite expensive for the player and he needs to be assured that he will pass the verification.

Thank you in advance for providing the information.

Dear Smokezilla89 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,

Do you have any news regarding the player's verification?

I'll be awaiting your reply.

Dear Smokezilla89 and Casino Guru,

Regrettably, we are unable to accept bank statements in German.

Please provide this document in English to facilitate our KYC process.

Respectfully,

Immerion Casino Representative

Is that enough? The screenshots are now in English!

Reicht das nun aus ? Nun sind die Screenshots auf English!

Here again with my data, i.e. name, bank details etc. Hope that is enough now

Hier nochmal mit meinen Daten sprich Namen, Bankverbindung etc. Hoffe es reicht nun

Dear Immerion Casino,

Could you review the documents provided by the Player and let me know the outcome?

I'll be awaiting your reply.

Dear Smokezilla89 and Casino Guru,

We appreciate your patience regarding the lengthy verification process.

The KYC department is currently reviewing all the documents you have recently sent.

I can confirm that the processing of your application will commence without delay.

Respectfully,

Immerion Casino Representative

Dear Immerion Casino,

Please keep us updated regarding the matter.

I'll be awaiting your reply.

Dear Smokezilla89 and Casino Guru,

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

We appreciate your transparency throughout the process.

Respectfully,

Immerion Casino Representative

The verification worked.

I now have 3x 1000€ and 1x 400€ in the payout because only 1000€ was possible per payout.

I'm curious how long this will take, considering I've been stuck in the verification process since December 3, 2024.

Die Verifizierung hat geklappt.

Habe nun 3x 1000€ und 1x 400€ in der Auszahlung da nur Pro Auszahlung 1000€ möglich waren.

Bin gespannt wie lange das nun dauern wird. Wenn ich überlege das ich seit dem 3.Dezember 2024 in der Verifizierung hänge.

Dear Immerion Casino,

Thank you for your response and the information you have provided.

Dear Smokezilla89,

I am glad to hear that your account was verified. Please keep us updated regarding the withdrawal process.

I am looking forward to your response.

The first 1000€ have arrived.

The remaining 2400 in 2x 1000€ and 1x 400€ was canceled due to daily limit.

I'll have the next payment paid out tomorrow and will keep you updated.

Die ersten 1000€ sind angekommen.

Die Restlichen 2400 in 2x 1000€ und 1x 400€ wurde abgebrochen wegen Täglichen Limit.

Werde morgen das nächste Geld auszahlen lassen und halte sie auf dem laufenden.

2nd payout made this morning and already received in the account.

1400€ are still missing, please keep the contribution open until then.

2te Auszahlung heute Morgen durchgeführt und auch bereits auf dem Konto erhalten.

1400€ fehlen noch bitte bis dahin den Beitrag offen halten.

Dear Smokezilla89,

Thank you for your response and the information you have provided.

I'll be awaiting your reply regarding the remaining withdrawal.

I wanted to withdraw the third €1000 but now the withdrawal keeps being cancelled (tried several times).

So I went into the chat and asked. Apparently, my withdrawal limit had been exceeded and I'd have to wait.

The employee was unable to tell me what the limits were.

Wollte die 3ten 1000€ auszahlen nun wird immer wieder die Auszahlung abgebrochen (mehrmals Probiert).

bin deswegen in den Chat und habe nachgefragt. Angeblich wäre mein Limit von Auszahlungen überschritten und ich müsste warten.

welche Limits konnte mir der Mitarbeiter nicht Mitteilen.

Today it worked again after repeating twice to pay out 1000€.

There is still 400€ missing.

Heute hat es wieder geklappt nach 2x wiederholen 1000€ auszuzahlen.

Es fehlen noch 400€.

Dear Smokezilla89,

That's wonderful news. Please keep us updated regarding the remaining 400€.

I am looking forward to your response.

The last 400€ have now been paid out.

Thank you very much for the help with this case and thanks to Immerion that everything worked out after all.

Letzten 400€ sind nun auch ausgezahlt.

Vielen Dank für die Hilfe bei dem Fall und Danke an Immerion das es nun doch alles geklappt hat.

Dear Smokezilla89,

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