Immerion Casino - discussão geral (página 21)

That really is a shame.

Wouldn't it be better if they could lock the winnings so you don't touch them?

Yes would have been nice lol, I closed the account and lost the money

Hello.

The withdrawal request has been canceled and the funds returned to the account. I haven't received any email informing me of the reasons. It follows the same pattern as all complaints related to this casino.

Sorry to insist, but it's shameful that you continue to allow the casino to behave this way. I've read complaints that give the impression that they're making fun of the players and Casino Guru. For example, in one case, the casino requested excessive documentation to verify identity, took more than 15 days to process the documents, the Casino Guru representative gave them several ultimatums, and finally, the casino requested that those documents be issued in English, once again (ridiculously) delaying the payment process.

Hola.

La solicitud de retiro ha sido cancelada y los fondos devueltos a la cuenta. No he recibido ningún correo informando sobre los motivos. Cumple el mismo patrón que TODAS las quejas relacionadas con este casino

Disculpa que insista pero es vergonzoso que sigais permitiendo que el casino siga actuando así. He leído quejas en la que da la sensación que se están riendo de los jugadores y de casino guru. Por ejemplo: en un caso, el casino solicitó excesiva documentación para verificar la identidad, tardó más de 15 días en procesar los documentos, el representante de casino guru les dio varios ultimatums y finalmente, el casino pidió que esos documentos fueran expedidos en inglés, retrasando nuevamente (de manera ridícula) el proceso de pago

I'm really sorry that it has this ending for you. Hopefully next time you will be able to avoid such a situation.

Believe me that I surely get your point, and we work on this with the casino representatives every time we have such a complaint from the players.

But, you need to understand that we are just mediators between casinos and players fighting for fair play every time we don't see it. We have no power to do anything more, though; we are not a licensing authority or anything like that.

Whenever we see that a casino doesn't behave well even after many times we've asked them to do or change something, we always inform our users about it and even lower the safety index of the casino so everyone can see it.

So, if you need some help from our complaint team regarding your withdrawal, please submit a complaint here, and be sure that we will do everything possible to help.

Yes I hope , thank you

Come back at any time to inform us how you are doing, of course. 😉

Hi. I played at Immerion Casino around 5 months ago, and I won 36K . I tried to wager, and they didn't allow me because of the bonus, I had to keep playing. I did, and of course, it went down to 22k . Waiting still for an answer months later . Still had to play some more times to complete the requirement . During all that time, it was always an excuse, and I wasn't allowed to wager any amount. I didn't touch my account anymore and i kept contacting customer services to proceed. Finally, they asked me to contact KYC for verification. I sent the documents a while ago, and until today, anyone has contacted me yet to proceed. How could I get help in order to get paid. How is it possible that this casino keeps advertising and scamming people 🤔. I need help, please 🙏

Hello, without further delay, this needs to be investigated properly. I think it is crucial to find out why you are not allowed to wager and whether it is in line with the bonus and casino rules. That seems like a reasonable start.

Glad you managed to submit the complaint. I see the casino has responded; it seems like the KYC has not been fully finished and no mention about the wager. Well, with all honesty, this casino showed us such an approach very often in the past. Feel free to browse this thread, to see for yourself. 🙁

If you remain patient and pass the KYC, I believe my colleagues can make them pay out.

Thanks Radka, I already , today, October 16th 2025 sent already the documents and pictures that they requested yesterday I hope this case it could be resolved soon thanks

I do hope so too. With luck the casino from now on takes the situation more seriously and soon this will all be behind you.

Just a quick question, though: what about the wager, has anything been settled?

Unfortunately not, they only ask for the same my id which I did before this time that they requested. So for now I sent it again and I’m waiting . No body had responded an give any solution.

That's pretty much it... The situation remains unchanged. You really need to describe that in your complaint, though. Because, as you can see, the casino only stated, "The player is currently undergoing a KYC verification procedure. At the moment, we are awaiting additional documentation from the player. The KYC department has re-sent the request now for player's convenience, they may send needed files as a direct reply to that email."

I believe the most important part is missing; be sure to add that they requested the very same document, at least. The complaint is here 👈👈

The KYC has not sent me any more emails requesting more information. I sent the information they asked already on October 16th 2025 , which was a selfie showing my face holding my ID beside, and behind me the Immerion Casino website with my profile opened , and neither the casino has contacted me anymore because they said now I have to deal directly with KYC, which i did sending to their email. What else I can do.? So I don't know what type of documents are they expecting now if I send it already two times long weeks ago and 4 days ago .

Can I take a screen shot to contact the casino basic on what you’re telling me to find out what else they need from me?

If we are to help out, you really need to respond as soon as possible in your complaint thread:

https://casino.guru/complaints/immerion-casino-player-s-withdrawal-has-been-delayed-22 👈👈👈

It's crucial to post this information there; your timer is running out. Kristina would appreciate knowing your response in addition to the casino's update on the matter. Feel free to copy your forum posts into the complaint thread.

Please respond as soon as you read this.

Casino scam. I'm trying to withdraw my funds and I send and send the requested documentation to KYC for verification and they don't answer me. They steal your money. They don't deserve anything.

Casino estafa estoy intentando retirar mis fondos y envío y envío la documentación solicitada a kyc para verificación y no me contestan te roban el dinero no merecen nada.

Let no one fall here.

Que no caiga nadie aquí.

I already send a email to Kristina in order to respond back her questions ; with all the proof of the documents that I sent to this casino and the emails of them requesting all my documents . I hope these could be resolved soon 🙏🏻

I can not get in touch with this link. Do you could provide another way to respond back to your request

Before we get to some premature assumptions, could you tell us, please, when exactly you requested your withdrawal and started with the verification process?

Please keep in mind that our complaint team can try to intervene here if needed.