Immerion Casino - El retiro del jugador se ha retrasado.

The casino no longer allows me to access the withdrawal page, but instead puts me off with the following words (see attachment). According to customer support via chat, it can take up to two weeks or more for my gaming history to be reviewed for fairness.

Das Casino lässt mich nicht mehr auf die Seite der Auszahlung zugreifen, sondern vertröstet mit folgenden Worten (siehe Anhang). Laut Kundensupport im Chat kann dies bis zu zwei Wochen oder länger dauern bis meine Spielverläufe auf Fairness überprüft wurden.

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Immerion Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you ever had any successful withdrawals with this casino, please?
• Have you passed the KYC verification process, please?
• Have you accumulated you winnings with the help of bonus, please?

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,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I haven't had a successful withdrawal yet, the casino hasn't required any verification, and I haven't used any bonuses.

Kind regards

Ich hatte noch keine erfolgreiche Auszahlung, Verifizierung wurde bis jetzt seitens des Casinos keine verlangt und ich habe keinen Bonus genutzt.

Freundliche Grüße

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Email was sent.

Kind regards

Email wurde gesendet.

Freundliche Grüße

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@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 user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Immerion Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Immerion Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Mary87 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 Mary87 and Casino Guru,

Please be advised that we have received a response from the provider.

Our anti-fraud team has no further questions for you, and the check has been successfully passed.

Respectfully,


Immerion Casino Representative

Thank you, Immerion Casino, for the update.

Dear user,

Please update us whenever you receive the payment.

Thank you in advance.

Best regards,

Romi

I have now received a payout of €1,000. However, there was a processing fee of €136. €864 was transferred to my account. I'm still €500 short of the total payout. Now, suddenly, I'm being asked to complete a KYC, and no one has responded to my question about how to proceed or what documents I should send. Unfortunately, I don't receive a response via email, and I keep getting kicked out of the live chat.

Ich habe nun eine Auszahlung von 1000 € erhalten. Allerdings mit einer Bearbeitungsgebühr von 136 €. Auf mein Konto wurden 864 € überwiesen. Mir fehlen noch 500 € der gesamten Auszahlung. Nun wird plötzlich ein KYC von mir verlangt und niemand meldet sich auf die Frage, wie ich weiter vorgehen soll bzw. welche Dokumente ich senden soll. Per Email bekomme ich leider keine Antwort und im Live Chat werde ich ständig hinausgeschmissen.

Dear Mary87,

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.

I'm still waiting for a response from the casino. I'm still €500 short of €1,500.

Ich warte immer noch auf eine Rückmeldung des Casinos. Mir fehlen noch 500 € von 1500€.

Dear Mary87,

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.

I'm still waiting for a response from the casino. I'm still €500 short of €1,500.

The live chat refers me to kyc@immerion.com .

There I get no answer to the question about which documents are needed from me or what exactly is required of me for a payout.

Ich warte immer noch auf eine Rückmeldung des Casinos. Mir fehlen noch 500 € von 1500€.

Der Livechat verweist mich auf kyc@immerion.com.

Dort bekomme ich auf die Frage, welche Dokumente von mir benötigt werden, oder was genau von mir für eine Auszahlung verlangt wird, keine Antwort.

Dear Immerion Casino,

Could you give us an update about this case, please?

Thank you.

Best regards,

Romi

Dear Mary87 and Casino Guru,

At this moment, KYC verification is not in progress and the team has no record of recent requests made, in the period between the conclusion of the game review and today. 504 USDT are available on the player's game balance at this moment. If there is a withdrawal restriction showing in the player's wallet, we kindly ask the player to provide a screenshot of the withdrawal page with noted restriction for a further check.

Respectfully,

Immerion Casino Representative

Dear Mary87,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mary87,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi