Immerion Casino - El retiro del jugador se ha retrasado.

The casino cancelled my withdrawal saying my bets are being reviewed by the game provider. The whole process isnt supposed to take longer than 2 weeks but it's been longer than that now and I am still unable to withdraw.

Dear bim900129,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I have made withdrawals with this casino before. I haven't completed KYC yet. I have accumulated my winnings with a bonus.

Thank you for your reply, bim900129. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

The last succesful withdrawal with the casino was on January 30th and it was processed nearly instantly, I used USDT (crypto) to withdraw, it is the same method I have been using all along.

Have you recently contacted the casino regarding this issue? 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 don't have records of the conversations as it was done through the websites "live chat" feature.

Thank you very much, bim900129, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@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 bim900129,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Immerion Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which bim900129 can expect his withdrawal to be processed?

Dear him900129 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 representative,

thank you for the update. I hope the issue will be resolved in the near future. Please let us know when any new developments arise.

It has been 77 days since my account has been under review, it was meant to take 2 weeks. It seems the casino is really dragging their feet with this issue... Please, get your act together. And why do you give the casino so much leeway, Martin? What's stopping the casino from delaying my withdrawals indefinitely by allowing them an unlimited amount of time to resolve this?

Dear casino representative,

as another week has passed, I would like to to ask you to update us on the proceedings. Has the KYC process been finished? Also, can you please give us more information about the aforementioned game provider check? Has it been cleared or is it also still ongoing?

Dear bim900129,

was your account under review when you requested your withdrawal? From your responses I can see that request was made on 23rd of March.

My account was only under review after I requested my withdrawal. My withdrawal request was on the 23rd of March, not 23rd of May.

Hello bim900129,

I apologize for the mistake, of course, I meant 23rd of March. You have mentioned however that your account has been under review for 77 days, so I just wanted to clear that up.

Dear bim900129 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 Representativ

Dear Immerion Casino representative,

thank you very much for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until bim900129 confirms his withdrawals have been paid out.

Dear bim900129,

are you able to proceed with the withdrawal?

I have submitted the withdrawal request yesterday but I haven't been paid yet.

This is so annoying. The casino has cancelled my withdrawal again and is only requesting my KYC document now. This goes to show they have likely been intentionally delaying my payment. This dishonest behaviour is despicable. Anyway, I have submitted the document they have requested.

Hello bim900129,

I truly understand your frustration, as this is yet another delay, but KYC is an important part of casino gaming. In the meantime I can only advise you to remain patient and to not play through your funds anymore.

Dear casino representative,

please keep us updated on the verification process.

Dear bim900112 and Casino Guru,

We have forwarded all the information to our KYC department and will receive a response on Monday during office hours.

Respectfully,

Immerion Casino Representative

Dear casino representative,

thank you for informing us. We will be awaiting your response.

This has become infuriating! The casino has delayed my withdrawal YET AGAIN by asking for more KYC docs. When are the constant delays going to stop?! Why couldn't they ask for this from me at the same time they asked for my Passport?! They make me so angry with the constant delays. Anyway, I have attached multiple photos of the highest quality my device can take and have sent it to their KYC department as requested, I am sure at least one of the photos meets the requirements without bringing more delays.

Dear bim900129 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

The casino is still refusing my documents, saying they aren't legible, this seems like yet ANOTHER delay tactic. I am going to upload the photos I have sent to the casino to show they are legible and that at least one of the photos support that the document is legible and that this definitely a delay tactic by the casino.

Dear bim900129,

I appreciate you are taking the initiative. However, I would like to ask you to please send the photos to martin.l@casino.guru, as we do not want to publicize your personal information. We will evaluate them and update the thread according to our findings.

I have forwarded the documents to you.

It's been over a week since I've sent the documents to the casino and have gotten no correspondence from them, could you please request a response from them?

Dear bim900129,

I have sent you an email with additional questions.

Dear casino representative,

please update us on the current status of the verification process.

Dear bim900129 and Casino Guru,

The player has successfully submitted his passport and selfies on our platform.

Please await communication from the KYC department, who will reach out to you shortly.

We will do our utmost to expedite this process.

Respectfully,

Immerion Casino Representative

Dear casino representative,

as more time has passed, I would like to ask you to update us on the current status of the verification process. Have there been any additional document requests?

Dear bim900129 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 representative,

please keep us updated on the process. I hope we will be able to close this issue as quick as possible.

Dear bim900129 and Casino Guru,

We will share all relevant information throughout the day during the business hours of the KYC department.

Respectfully,

Immerion Casino Representative

The casino KYC department still hasn't got back to me about my verification. I'm becoming so sick of their lies and delay tactics. How do I escalate this matter further?

Dear Casino representative,

I want to inform you that this is your final opportunity to resolve the pending complaint submitted by the player. Despite our previous communications, the issue remains unresolved.

I would also like to highlight that cases involving your casino have been taking an unusually long time to reach resolution, this particular complaint has been opened for 3 months. This creates a frustrating and negative experience for the players, which ultimately reflects poorly on both your operation and our platform.

As you most likely know, due to the worrying number of ongoing complaints, this matter was discussed during our recent internal meeting, where it was decided that it requires immediate attention.

I had decided to give you more leeway in this particular complaint, as I believed the issue was then starting to progress, but I am not entirely sure that is still the case, especially since we are now still waiting for the response we were promised yesterday.

Additionally, please be aware that failure to address this issue will result in a negative impact on your safety index, which will affect your overall standing on our platform.

We urge you to prioritize dealing with this situation and take the necessary steps to resolve it without further delay.

Dear bim900129 and Casino Guru,

The player has been successfully verified and is now eligible to withdraw their funds.

Respectfully,

Immerion Casino Representative

Dear casino representative,

thank you for your response. I am confident the issue will be resolved soon.

Dear bim900129,

are you now able to withdraw your funds? Please keep us updated.

I can confirm that they have allowed me to create a withdrawal request but it's been over 24 hours and it still hasn't been processed.

Dear casino representative,

is there a particular timeframe in which the player's funds will be credited?

The casino sent me an email saying my withdrawal limit has been lowered to $1000 per day from $2000 per day, the casino is being really unfair now and is delaying this case even further.

Dear bim900129,

thank you for letting us know. Also, if I may ask, how much have you already received? Have any of your withdrawals been successfully processed?

I have had one withdrawal of $1000 USD processed 3 days ago, it took a few hours from the time of the request to bee processed but they are dragging their feet with processing any of my withdrawal requests after that.

Dear bim900129,

thank you for your response.

Dear casino representative,

can you please give us more information about the current state of the issue? Why were the withdrawal amounts lowered? Is there any particular timeframe in which the next withdrawals will be processed?

Dear bim900129 and Casino Guru,

I have forwarded the information to the finance department, and payments will be processed shortly.

Respectfully,

Immerion Casino Representative

Dear bim900129 and Casino Guru,

The player successfully processed another withdrawal today.

Respectfully,

Immerion Casino Representative

Dear casino representative,

thank you for the update. Please keep us updated on any future developments.

Dear bim900129,

can you confirm whether you have received more of your funds?

Yes, I have received more of my funds, sometimes I wait over a week for them sometimes it takes less time to process. I wish the casino would be more forthcoming with the truth. They still haven't answered these questions: "can you please give us more information about the current state of the issue? Why were the withdrawal amounts lowered? Is there any particular timeframe in which the next withdrawals will be processed?"

I have only received $4000 of the $13000, please keep this thread open until the full amount is paid.

Hello bim900129,

the complaint will remain open until you receive all of your funds.

Dear parties,

as more time has passed, we would like to ask you to give us an update on the current status of the issue. We are restarting the timer for an additional 7 days.

Dear parties,

from what I can see, the casino is currently under maintenance. I assume the payouts have been stopped for now, so I would kindly like to ask the casino representative for a timeframe in which the maintenance might be completed.

Dear bim900129 and Casino Guru,

After extensive technical work, our platform is now fully operational.

We will respond to you shortly with an update.

Respectfully,

Immerion Casino Representative

Dear bim900129 and Casino Guru,

The player has successfully received a portion of their funds and currently has four withdrawal requests remaining.

Respectfully,

Immerion Casino Representative

Dear casino representative,

thank you for the update.

Dear bim900129,

please keep us updated on the status of your funds.

I can confirm that I've received another $1000 of my funds

Dear bim900129,

thank you for keeping us informed. To be honest, the payout speed seems to be very slow, but we are happy things are moving forward. We hope the remaining funds will be transferred soon. In case any new developments arise, please let us know.

The payout are times are inconsistent, the casino has still not explained why this is so nor have they explained why they reduced the maximum withdrawal from $2000 to $1000, they aren't honoring their terms in these regards. I am glad I'm being paid eventually but this isn't fair. This is highly unethical behaviour in my opinion and I hope you casino.guru reduces the casino's trust score to illustrate this, accordingly.

Dear bim900129 and Casino Guru,

We would like to provide an update on the current issue. We are currently working on processing player's request, with one more being completed earlier today. At this moment, two more pending requests remain, which we are currently working on, within the throughout capacity of the payment processing company.

Respectfully,

Immerion Casino Representative

Dear Immerion Casino representative,

thank you for the previous update. As more time has passed, I would like to ask you to update us on the current proceedings.

Dear bim900129 and Casino Guru,

At this moment, we have finished processing all player's withdrawals successfully. Currently, the player does not have any pending withdrawals remaining and their game balance is empty. We thank the player for their patience.

Respectfully,

Immerion Casino Representative

Dear casino representative,

thank you for letting us know.

Dear bim900129,

can you please confirm, whether you have received all of your funds?

I've received my funds but the casino has closed my account with free spins for depositing still not redeemed, I'm pissed off about this, the free spins were the main reason I deposited in this casino. Bastards

Dear bim900129,

thank you for keeping us updated. Also, while I fully understand your frustration, I would like to ask you to keep the language civil in the thread.

Dear casino representative,

can you please comment on the situation?

Dear bim900129 and Casino Guru,

The player's account was closed by the decision of Immerion administration on September 12th, in accordance with our stated Terms:

10.3. Company reserves the right to close Player’s Account and to refund to them funds from the balance of the Player’s Account, subject to the deduction of relevant withdrawal charges, at immerion1.com absolute discretion and without any obligation to state a reason or give prior notice.

At the moment of closure, player's account did not contain any funds, as the full balance was paid out prior to closure. Although our Terms do not precisely state that any bonuses are subject to compensation as a result of the closure, the account did not have any active bonuses at the moment of closure, as the latest bonus was successfully wagered and released to a player's wallet.

The player had entered a promocode to receive a deposit bonus in the future but has not used it with any deposit to have an active bonus prior to closure.

Respectfully,

Immerion Casino Representative

I am referring to the spins on the engine of fortune

Dear bim900129,

I understand another issue has arisen in regards to your account, but I believe the core issue regarding this complaint has now been resolved. I will therefore close this complaint accordingly now.

Regarding the free spins, I kindly ask you to open a separate complaint, where we will be able to address the situation in more detail. However, please keep in mind, that in case you have not deposited any funds in regards to the free spins, and you have not started to play through them, we will most likely not be able to help you.

I must also note that I do not consider this case to have been handled smoothly. The lengthy delays, repeated document rejections, and even changes to your withdrawal limits kept frustratingly delaying the process. While I am glad to see that the full amount has finally been paid, these practices reflect poorly on the casino’s handling of player issues.

Thank you for your patience throughout this complaint, if you ever encounter any other issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help! 

Best regards, 

Martin

Casino.Guru