Immerion Casino - Вывод средств игроком задерживается из-за проблем с процедурой "Знай своего клиента".

Hello,

I am submitting this complaint regarding an unresolved KYC verification and a blocked withdrawal from my Immerion Casino account.

Timeline of events:

24 August 2026: I requested a withdrawal of approximately €595.

28 August 2026: I submitted the KYC documents requested by the casino.

One of the documents I initially submitted was incorrect, and I subsequently provided the correct document when requested.

4 September 2026: I was informed by Immerion that the final requested documents had been successfully received.

14 September 2026: My account is still not verified, my withdrawal function remains blocked, and I have still not been given a clear explanation or a specific timeframe for completion of the verification.

I have fully cooperated with the casino and provided every document requested from me. The casino has already confirmed that the final documents were successfully received.

Despite this, more than 20 days have passed since my original withdrawal request, and approximately 10 days have passed since the casino confirmed receipt of all the required documents.

I understand that KYC verification can take some time, particularly for a first withdrawal. However, I believe that this delay is excessive, especially since the casino has already confirmed receipt of the requested documentation.

I would therefore like assistance in obtaining:

Confirmation that my KYC documents are currently being reviewed.

A clear explanation of why the verification has not yet been completed.

Confirmation of whether any additional documents or information are required from me.

A specific timeframe for completion of my KYC verification.

Restoration of my withdrawal functionality so that I can withdraw my approximately €595 once verification is completed.

I would also like the casino to clarify whether there is any issue concerning my winnings or the bonus from which they originated, as I have not been informed of any breach of the bonus terms or any other reason why my withdrawal should not be processed.

I am not refusing to complete KYC. On the contrary, I have fully cooperated with the process. My complaint is specifically about the unreasonable delay after all requested documents were successfully submitted and acknowledged as received.

I would appreciate your assistance in contacting Immerion Casino and requesting that they complete my verification and restore my withdrawal capability without further unnecessary delay.

Note : The bonus was IMR, on T&C bonus buys were allowed and there were no restrictions on bet amount.

I can provide screenshots of the withdrawal, KYC requests, emails confirming receipt of my documents, and any other evidence required.

Thank you.

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 this complaint. I'm sorry to hear about the problem you're experiencing. 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 can 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.

• Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
• Could you please clarify the issue with the incorrect document that you had at this casino?
• Which of your documents are still shown as pending verification in your casino account?
• Could you kindly send me a link to the promotional offer, or a screenshot showing the details of the bonus you activated and played with to accumulate your winnings?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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

Dear elitho,

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,

Veronika