Immerion Casino - Los retiros de los jugadores se han retrasado debido a la verificación.

I initiated several withdrawals, which took several days to process. Then they were canceled, and I was asked to verify my identity. I sent the required documents via email and haven't received a response. Unfortunately, support can't help me because they have nothing to do with verification.

Ich habe mehrere Auszahlungen eingeleitet, die erst mehrere Tage bearbeitet wurden. Dann wurden diese abgebrochen und ich sollte mich verifizieren. Ich habe die benötigten Dokumente per Email gesendet und habe keine Rückmeldung bekommen. Im Support kann mir mir leider nicht helfen da der kundensupport mit der Verifizierung nichts zu tun hat.

Hello,

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.

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

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.

Hello, I have submitted all the documents requested in the email.

1. Photo of the identification document

2. Selfie with ID document in hand and the immerion website must be visible in the background.

I sent the photos via email over 2 days ago and have not received any response or confirmation yet.

Hallo, ich habe alle Dokumente eingereicht die von mir in der Email erbeten wurden.

1. Foto vom Ausweisdokument

2. Selfie mit ausweisdokument in der Hand und im Hintergrund muss die immerion Website zu sehen sein.

Ich habe die Fotos vor über 2 tagen via Email zugesendet und noch keinerlei Antwort oder Bestätigung erhalten.

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

Dear Dennis9595,

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,

Kristina