Immerion Casino - El retiro del jugador se ha retrasado y deshabilitado.

I made a deposit of 500$ which I lost.But I got 3 spins engine of fortune and on second try I won 150$ which I managed to raise till 1800$.Casino have their on token called IMR which you need to wager 3 times and max cashout is 10 times of IMR won from engine of fortune.So after I met 3 times IMR bonus I converted to usd and tried to withdraw as trx crypto to my wallet.Next day my widrawall was cancelled and money back to my balance on immerion casino my widrawall function was disabled aswell stating that my bets are being reviewed by game provider and it can take up 14 days.

Contacted support which is very polite but always asking to wait and review will be finished soon enough.

Today is 11/04/2025 still no response from casino and widrawalls disabled.My winnings still there I wasn't playing since 20.03.2025.

Please help to solve this problem with casino

Dear Ryckam,

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?
• Have you been given a specific date for when the review will be completed?

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.

Hi

Just quick mistake of widravable amount its 1500 $ not 1800$

Have you made any successful withdrawals before?

Yes I had widrawall of 500$

Could you please confirm that you have passed the KYC verification?

This casino not required KYC and problem they stating is game provider checking fair play they not asking me for KYC.

Have you been given a specific date for when the review will be completed?

No date given they saying that they dont know when the game provider will finish checking.

Its very strange with that providers check looks like they have all players checked by providers as I see many players not getting paid for same reason

Thank you for your reply, Ryckam. Could you please advise when exactly you made the last successful withdrawal and how many days it took to be processed?

Additionally, 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.

Hi my last widrawall was on the 20/03/2025

Was 500 Usdt which was processed immediately.

After I continued playing and got lucky to win on slot duck Hunters.

After I tried to withdraw 1500$ in trx crypto my widrawall was cancelled and locked.

I sended all screenshots to email address you provided me above

Thank You

Thank you very much, Ryckam, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ryckam, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay-out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Immerion Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

Thank You will wait for casino reply

Hi just a quick update that after 40 days waiting casino came back to me requiring to do KYC.

When on beginning they was stating that KYC not needed plus I had a widrawall before.

Anyway ill do KYC and will let you know if im able to withdraw after that

Dear Ryckam 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

Thank you very much for the update! Dear Immerion Casino Representative, please, let us know once the KYC has been done, and what are the next steps. Thanks.

Submitted all documents 4 days ago still nothing widrawalls locked.

45 days already since im trying to widraw my 1500$

Dear Ryckam 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, according to your KYC policy, the checks are done within 48h - 7 days. We are nearing 14 days. If there is any kind of suspicion against the player and further investigation is underway, you can always share with me sensitive details via e-mail at matej.l@casino.guru. Otherwise, I don't know why this specific KYC would take such long time, and we would like to ask for an explanation, so we can adjust our expectations accordingly. Thank you.

Good day

Just a quick update after long time waited casino send me an email that I need to upload my selfie holding ID in hand witch I did today.

Hopefully it wont take them weeks to respond to me again

Thanks

At least the casino is communicating and moving things forward. :) Hopefully they will post an update soon. Fingers crossed!

Im still not verified sended all documents they asked.

Can casino reply what exactly documents they need for KYC in here aswell so me and Matej can see it aswell.

I sended photo of my drivers license from both side now if I understand right they asking copy of my licence which makes no sense plus I have no printer.

Dear Ryckam and Casino Guru,

We have sent you a detailed explanation regarding selfies with our platform.

Could you please confirm whether you received the letter?

Respectfully,

Immerion Casino Representative

I have not received any e-mail from the casino. Dear Immerion Casino Representative, please let us know if the latest documentation provided by the player is OK. Thank you.

Thats an email I got from casino.They got all my documents but yet cant verify my account I really can't understand what can take so long.

I used many casinos before and never experienced anything like this where vertification taking so long

Dear Ryckam and Casino Guru,

Our KYC department is currently awaiting information regarding your payment method.

Detailed instructions have been sent to you via email.

Respectfully,

Immerion Casino Representative

I got this email from you today and they asking my selfie with id in hand Infront if immerion website which I already provided I posted that picture in this conversation aswell so I don't know why they asking me again.

You saying they need info on payment method which not mentioned in email at all🙁

Matej looks like casino dont want to pay me anything as this is a joke to wait over 2 months to widraw really small amount of 1500$.Did casino sended you any email you was asking?

Dear Ryckam, have you replied to the message from the post above, and provided requested documents?

As for me, I have not received any e-mail from the casino. I have messaged our contact within the casino to escalate this issue, and hopefully get an explanation of what is happening.

Yes I did I sended them statement of my credit card from which I made deposit.

Its just unclear for me what exactly they need as email I got they need my selfie with Id in hand infront of immerion website and representative here saying they need my payment details.

I don't know what should I send them statement is enough or they need something else they gonna respond after a week again and all this will take years as I can see.

Matej thanks for your help by the way

Dear Ryckam and Casino Guru,

We received the requested documents last night and will begin our review shortly.

We will provide you with an update soon.

Respectfully,

Immerion Casino Representative

Thank you for the confirmation, Immerion Casino Representative. Please let us know once the procedure has been finished and payment processed - or if there are any further issues that needs to be addressed. :)

Hi

6 days after I sended documents and my bank cards but account still not verified🙁

Got an email today that they need my proof of address not older then 90 days again.

I checked my emails with them and my proof of address was send on 30 th of April it was an utility bill.

Now after all that waiting they requesting it again.

I really don't understand how difficult for immerion casino is to finish my KYC.Or they just don't want to pay me ?

Dear Ryckam and Casino Guru,

We are still awaiting your proof of residence.

Today, we sent you an email containing detailed instructions.

Respectfully,

Immerion Casino Representative

Dear Ryckam, the indicated 90 days are referring to the date of issue of the utility bill, not the date when you send an e-mail to the casino. :)

As right now we are in the month of June, the utility bill you would like to use as a proof of address, needs to be issued in (ideally) May or June. It is still possible to use the April's bill, just make sure the date of issue is less than 90 days ago. Please, let us know once you provide all the necessary documentation to the casino, as indicated in their last e-mail. Thank you.

I sended them documents today morning my utility bill stating till 14th of may

Dear Immerion Casino Representative, can you please confirm receiving the new KYC documentation and whether you need anything else from the player to pass the KYC?

Dear Ryckam and Casino Guru,

We are currently awaiting the final missing document from the player and have sent a follow-up email today.

Respectfully,

Immerion Casino Representative

Dear Ryckam and Casino Guru,

The player has successfully completed the verification process and is now eligible to withdraw funds.

Respectfully,

Immerion Casino Representative

Hi did widrawall will let you know when I will receive my funds.

This is great news! Dear Ryckam, I will swap the timer your way now. Please, let us know once you receive the money, so we can close the complaint as resolved. :)

Hi as of now deposit still pending after 5 days.Its a crypto widrawall Which should be almost instant but they not approving it for some reason

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

Dear Ryckam,

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,

Matej