Immerion Casino - Вывод средств игрока задерживается из-за проблем с KYC.

Submited the KYC documets thet they required, on the 13.10.2025.

No answer sience then. Almoust every 2 days i contacted the chat support,but they dont have "power" to see or do nothing about it, so i sended the same documets twice,but no answer. The withdraw section is blocked.That means i can put in tons of money with no isues,and play, but if i want to withdraw ,is not posible. Almoust 1 month passed by,with absolutly no answer from the departament of KYC. My wonder is if they taking this seryous enought,or someone should be fired for not dooing his job? Players are patient,but not that patient 🙂

Maybe,they will answer this complain,sience Guru Casino has a good backgrownd about solving isues

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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?
• 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

I was asked for the following documents:

1. Copy of my passport, ID card or driver's license (both sides) -( i provided my driver license,both sides)
2. Selfie with my ID document in hand in front of our website. (this one was kind of wierd for me, but i have done it exactly as they asked)
3. Confirmation that you are the owner of the Noda account LTxxxx..... from which i made transactions to theyr platform. (that would be my Revolut account, and i have sended the bank statement)

From my side i have followed the requested documents, but no answer until this moment..

Thank you very much for your reply. When was the last time you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Thank for the reply. I have the e-mails when i sended them, also only the chat screenshot when i contacted them the last time, sience every time i get the same answer,that they dont have the power to do nothing,and i should e-mail the kyc support. But obvious ,nothing happend,its silence. Alsoi have contacted them again just now,via chat on the casino platform,and got the same answer like always, they dont know nothing . I will attach the screenshots here.

Dear randya

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

I appreciate your time Kristina,and waiting forward for some answers,sience until this day nothig happend.

0 response from the casino..

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Immerion Casino,

Could you possibly provide additional information regarding the verification and clarify the situation?

Thank you in advance.

Respectfully,

Romi

After almoust 2 months that i have sended the required documents, or pics, today i recive 1 email from KYC ,in witch they demand to make another foto (selfie) that include my face,holding in my hands my id, and in the background have to be IMM Casino website on display. So i have done it again, but have to consider that no phone will focus on 3 things at once so they can be crystal clear. Insane requests! If i have to wayt another 2 months just for them to reply that eventualy they dont like the selfie again, i will delete my account from there, etherway i stoped playing at the casino sience is a clear lack of comunications with them .

Dear Randya,

We have consulted our KYC Department regarding the client’s verification process. The initial selfie did not meet our verification requirements, which is why we requested a new one. We would like to thank the client for promptly submitting the updated selfie. As soon as we receive an update from our KYC Department, we will immediately inform the client.

Thank you for your patience and cooperation.

Respectfully,

Immerion Casino Representative.

Thank you. Immerion Casino, for the information.

Dear user,

Please let us know whenever there is any update regarding the verification.

Thank you.

Best regards,

Romi

Unfortunatly no update on my KYC status. I am verry prompt,i have sended the new pics requested by the casino in the same day,but its silence. I was saying ,probably i will have to wait another 2 months to get a new answer,witch probably will be the same like the last one,that they dont like the foto 🙂) A verry bad joke all of this KYC process . I never encounter a situation more awkard like this to a casino,sience i play online 🙂) They really dont care about costumers, but its fine, i quit playing at Immerion casino.

Dear Randya and Casino Guru,

At the moment, no further documents have been requested and account restrictions have been lifted. The KYC department has informed the player via email.

Thank you for your patience and cooperation.

Respectfully,

Immerion Casino Representative.

Today i recived that e-mail from IMM Casino,informing me that no additional documents are required at the moment. Maybe that means it's isue solved,im not that 100% clear, but at the moment there are no restrictions into my player account. Long time waiting,but seems now we are ok

Thank you, Immerion Casino, for the update.

Dear user,

Have you requested a withdrawal yet, please?

Best regards,

Romi

Dear randya,

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.

Hi,sorry for my delay. The funds remaining into the casino i spended ,then in the end i just quit playing that ofen,because of this lack of interes from the casino.

My personal thoughts about Immerion casino are that they don't care about the players, it's an exaggerated lack of interest in the players who actually bring them tons of money daily.

The support chat people don't know how to help you unless it's something related to bonuses and that's it. For a casino, which also has 2 other brothers ( Snatch casino and Ybets casino, it's quite disappointing that they don't have qualified people to solve problems like KYC etc. like the rest of 99% of online casinos do.

Thank you for taking the time to solve this problem, which is no longer interesting to me, it's too late. As a player, patience is not anyone's strong point when it comes to money.

I would add something to all this. Immerion casino has a daily/cashback of 10% of total losts, and a weekly cashback of 10%of losses. Today " Thursday" is the weekly cashback,and i recived via telegram chat ( where they send promotions notices) mesage to login and grab my cashback. So i login ,to see that cashback is 0 🙂))) they scamed that one to. I talk to the chat support,but like always they dont know nothing,they canot do nothing. Idk if they even know they have to help customers. So this is my last drop of faith. Me personaly,and all my friends i recomanded the casino,have quit playing this scam,and i recomand to enyone to leave this scamers. Have a nice day!

Dear user,

I am sorry that you played down your money. In such a case we have to reject this complaint now. I hope that next time we'll have enough time to help you with any issue you experience at this or any other casino.

Best regards,

Romi