Immerion Casino - Вывод средств игрока задерживается из-за проверки KYC.

Hello I am a regular online casino player

I have made 2 successful withdrawals from immerion casino before

180 eur to skrill and 350 usdt to crypto wallet before

When I tried to make my 3rd withdrawal of 400 usdt (active balance now is 960 usdt) the casino asked for kyc verification

This happened on 6/November 2024

I provided all the documents and then on 7/11 the casino asked for me to wait 10 days because they "sent my gaming session to providers for inspection"

The 10 working days deadline just finished and they are still saying that they are working on the kyc

I want some help in order to be able to withdraw as now my account is unable to withdraw

Dear drmoker13,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Immerion Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you accumulated your winnings with the help of a bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• When was the last time you were in contact with casino support and what did you discuss?

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,

Tomas

Hello yes I got a deposit bonus and I after I wagered on slots I had 1300 usdt

I managed to withdraw 300 and then I was asked for kyc on 7 November provided all the documents and then the casino said that it needs 10 days for my kyc as it sent the game review to the providers

Dear drmoker13,

• Has the casino provided you with any updates since your last reply?
• Please list which games, slots, and live games you've played in the casino while wagering the bonus.
• If there is any additional communication from the casino please share it with me here or send the information to my email at [email protected]

Hello last I received an email for additional selfie and paper bill for proof of address I managed to send selfies and bank statement and phone bill last update was on Friday 22 November

If your issue with the casino still persists,

Could you please explain which slot games have you been playing?

I'll await your reply.

The casino has yet to verify me it asked for proof of funds

And it never replies to my messages

What do you mean what slots ?

Pragmatic play slots hacksaw etc

Dear drmoker13,

Kindly provide me with your recent communication with the casino to support your complaint. Send the information to my email at [email protected]

I apologize for the inconvenience.

I send an email

Thank you very much, drmoker13, for providing the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected]) 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 drmoker13, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Immerion Casino representative to join this conversation. 

Dear Immerion Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear drmoker13 and Casino Guru,

We have received a response from our KYC department stating that one document was not accepted because it was overdue.

We have sent you a letter regarding this issue today.

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,

thanks for your reply.

However, I have not received any email. Would you be able to resend it to [email protected].

Would you accept new documents for verification, please?

Dear drmoker13 and Casino Guru,

We kindly ask for your patience while the KYC department reviews your documents. 

We will get back to you as soon as possible.

Respectfully,

Immerion Casino Representative

Casino after proof of funds now requested proof of crypto wallet

I sent them screenshots of the wallet and the transactions

Dear drmoker13 and Casino Guru,

We kindly ask for your patience while the KYC department reviews your documents. 

We will get back to you as soon as possible.

Respectfully,

Immerion Casino Representative

Hello drmoker13,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Immerion Casino,

Could you please confirm if you have completed the verification process? Additionally, could you provide the results at your earliest convenience?

Dear DRMOKER13 and Casino Guru,

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

I can confirm that the client has successfully withdrawn all his funds.

Respectfully,

Immerion Casino Representative

Thank you for the fast response, Immerion Casino. 

drmoker13, could you please advise if you have received the payment?

Dear drmoker13,

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.

Everything is ok I received the payment

Dear drmoker13,

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, 

Katarina Duboak 

Casino.Guru