Immerion Casino - A retirada do jogador foi adiada por meses.

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 🙏

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email 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 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

Dear AmeliaMaragarita and Casino Guru,

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.

Respectfully,

Immerion Casino Representative.

Dear AmeliaMaragarita,

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.

Hello Kristina yesterday I sent you an email answering all the questions

Hi Kristina. Could you please advise me on what else I can do in terms of responding on time if I already answered the casino and the KYC and I have also been answering Karan from the Guru website. I have been trying to do the best from my side in order to get this issue solved with your help. Thanks for being there for us.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Also, can you please clarify who "Karan from the Guru website" is? If you are currently in contact with anyone other than me, the casino’s official support, or our forum administrators, I strongly advise that you end that communication immediately. As I mentioned in my first message, doing so could pose a potential risk to the security of your personal information. Thank you in advance.

Hi Kristina, I already sent you all the relevant evidence by email (to the address you mentioned), but I'd be happy to send it again. After doing everything suggested by Romina, Radka, and you, no one has given me a clear answer yet. They keep suggesting I send evidence and file complaints, which I've already done. But with the intention of getting this resolved soon, I'll resend the evidence and do everything necessary to get a response quickly. Thank you.

Hola Kristina , ya yo le envié por correo ( el que usted menciona ) todas las pruebas correspondientes pero con gusto se las hago llegar otra vez . Después de haber echo todo lo sugerido por Romina, Radka y usted , nadie me ha dado una respuesta clara aún . Siguen sugieren mandar pruebas y poner quejas . Cosas que ya hice , pero con toda la intención que esto se resuelva pronto se las reenviaré y haré todo lo necesario para tener una respuesta pronto gracias

Thank you very much for your cooperation.. I will now transfer your complaint to my colleague Samuel (samuel.s@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear AmeliaMaragarita,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Immerion Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Immerion Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello Samuel, it's a pleasure, and thank you for taking my complaint to you. I sincerely hope you won't pass it on to anyone else or delay your response any further. With all due respect, I feel like my complaint has been passed around without any concrete resolution from either the casino or this website. Thank you again for your help; I look forward to your reply.

Hola Samuel mucho gusto y gracias por tener en sus manos mi queja . De verdad espero que no traspase a nadie mas mi queja , ni demore más la respuesta . Con todo el respeto siento que han ido pasando la queja de mano en mano y no han resuelto nada en concreto ni de parte del casino ni de parte de esta página . Gracias de nuevo por su ayuda espero respuesta .

Dear AmeliaMaragarita,

Thank you very much for your message. I completely understand your concerns and appreciate you sharing how you feel. Please rest assured that I will not be passing your complaint on to anyone else. My focus is on assisting you personally and working towards a resolution.

At this stage, however, we do need to wait for a detailed response from Immerion Casino. Their clarification is essential for us to fully understand the situation and proceed with resolving your case.

I will continue to monitor your complaint closely and ensure that once we receive their input, we can take the appropriate next steps. Thank you again for your patience and for keeping me updated with any new information.

Dear AmeliaMaragarita,

We see that the client's account is still unverified. We've submitted a request to our KYC Department to clarify which documents are missing for verification. We'll get back to you as soon as we receive a response.

Thank you for your patience and understanding.

Respectfully,

Immerion Casino Representative.

Dear Immerion Casino, I submitted all the required documents to KYC, as you suggested in your email a few months ago. I did this immediately. I have received nothing but runarounds regarding the resolution of my case and the repeated response that they need to verify my documents through KYC. When I send the emails (more than one) requesting document verification, I never receive a response, and it all becomes a vicious cycle with no solution. Therefore, I decided to file a formal complaint on this website. I am attaching to this response all the evidence of the emails sent to KYC with my ID, which has been the only formal document requested, and all the other responses I have received.

casinos to steal money are not immediate either, and my data continues to be exposed without having had a clear solution.

Querido Immerion Casino , eh enviado todos los requisitos al KYC , justamente sugerido por ustedes y por el correo para la verificación de los documentos hace unos meses atrás . Lo cual hice de inmediato . No eh recibido más que vueltas a la solución de mi caso y la repetida respuesta de que necesitan verificar mis documentos con KYC . Cuando mando los correos que fueron más de 1 para la verificación de mis documentos no recibo nunca ninguna respuesta y todo vuelve a ser un ciclo que no ha tenido solución. Por lo tanto decidí hacer mi queja formal en esta website. Estoy añadiendo a esta respuesta toda la pruebas de todos los correo enviados al KYC con mi ID que ah sido el unido documento formal que han pedido y todas las demás respuestas que eh

casino para sustraer el dinero tampoco son inmediatas y mis datos siguen exponiéndose sin haber tenido una solución clara.

Hello everyone,

Thank you, Immerion Casino, for your update and for reaching out to your KYC Department.

AmeliaMaragarita – thank you as well for providing the evidence and clarification regarding your document submission.

At this point, I would kindly ask the casino to check with their KYC Department and confirm whether the documents have now been received and reviewed, and to provide an estimated timeframe for the completion of the verification process.

I appreciate everyone’s cooperation and look forward to your updates.

Dear AmeliaMaragarita and Guru,

Our KYC department has requested additional documentation to complete the verification. Specifically, we need:

• A proof of the Interac payment you used on the account.
• A confirmation that you are the owner of the Interac account used for the transaction.

These documents are required to ensure that all payments and withdrawals are securely processed and that the account ownership is fully verified in accordance with our KYC procedures.

Once we receive the requested information, we will be able to proceed with the final review.

Thank you for your cooperation.

Respectfully,

Immerion Casino Representative.

Hello everyone,

Thank you to the casino representative for clarifying which documents are required for the KYC verification.

AmeliaMaragarita, could you please confirm whether you have already provided the documents mentioned by the casino representative in the previous message? Your confirmation will help me understand the current status and decide on the next steps.

Thank you for your cooperation.

Hello,

First, I would like to thank AmeliaMaragarita for providing the screenshot and information regarding the transaction.

Immerion Casino team, could you please clarify why the player is unable to access the necessary payment details from her account history? If the standard way of obtaining the required documents is not possible, could you advise on alternative methods that would be acceptable, such as a bank statement or a screenshot from her online banking app?

This clarification will help us understand the situation and move the KYC verification process forward.

Thank you for your cooperation.

Hello AmeliaMaragarita,

Thank you for your update and for providing the screenshots. Could you please confirm that the second screenshot is from Immerion Casino? I noticed the URL shows casinoflagman22.com, and I want to make sure we are reviewing the intended operator.

Thank you, and I look forward to your reply.

If that screenshot corresponds to Immerion Casino, I don't know why it shows a different URL; they often change their login links. I was trying to log in to follow up on what I mentioned earlier, but I didn't receive a response. I was finally able to access my account! Thank you for your follow-up and support in this case!

si corresponde al Immerion Casino esa captura de pantalla, no se porque muestra otra URL, muchas veces ellos han cambiado los links de acceso . Estuve tratando de iniciar sesión para darle seguimiento a lo que anteriormente expuse y no se me ha dado respuesta. Ya pude acceder a mi cuenta!!!! , gracias por si seguimiento y apoyo en este caso . !!!!

Dear AmeliaMaragarita,

Thank you for the update. I’m glad to hear you’ve finally been able to access your account again.

To better understand the current situation, could you please let me know:

• What is the current balance available on your account?

• How many withdrawals have you successfully received so far?

• Do you still have any pending withdrawals, and if so, in what amounts?

• And if possible, could you share a brief summary or evidence of how much you have withdrawn in total recently?

This will help me assess where things stand and determine the next steps.

Thank you again for your cooperation, and I appreciate your patience throughout the process.

Hello

• What is the current available balance in your account?

$21,000 because I had to make several plays to be able to withdraw my money

• How many withdrawals have you successfully received so far?

None, they have all been rejected, I have screenshots that prove it, however the deposit was successful.

• Do you still have any pending withdrawals, and if so, what are the amounts?

All withdrawals are canceled, leaving a limit of $1000 per month. As you can see, I can't even attempt to withdraw any amount.

• And if possible, could you share a brief summary or evidence of how much you have withdrawn in total recently?

I haven't been able to withdraw any amount from my funds.

.

Hola

• ¿Cuál es el saldo actual disponible en su cuenta?

$21000 debido a que tuve que hacer varias jugadas para poder extraer mi dinero

• ¿Cuántos retiros has recibido con éxito hasta ahora?

Ninguno , todos han sido rechazados tengo capturas de pantalla que lo demuestran sin embargo el depósito fue con éxito .

• ¿Aún tienes retiros pendientes y, de ser así, en qué montos?

Todos los retiros están cancelados y solo dejan un límite de $1000 al mes para sacar . Como puede ver ni siquiera puedo hacer el intento de sacar ningún monto .

• Y si es posible, ¿podría compartir un breve resumen o evidencia de cuánto ha retirado en total recientemente?

Nada no eh podido retirar ningún monto de mis fondos .

.

Hi AmeliaMaragarita,

thank you for the update. Could you please confirm whether you have already sent to the KYC team:

• Proof of the Interac payment used on the account, and
• Confirmation that you are the owner of the Interac account used for the transaction?

Thank you.

Hi AmeliaMaragarita,

Could you please send me copies of the documents you previously submitted to the casino for verification? Please send them via email to samuel.s@casino.guru so I can review them and ensure everything is in order.

Thank you for your cooperation.

Hello Samuel,

I've already been through this process with Kristina, exactly the same thing, the same questions, the same procedure, everything, and I haven't gotten a solution. I've sent my documents to everyone who's asked for them (personal and sensitive documents, like my bank account details and proof of identity) and I've provided all the necessary evidence that proves I met the requirements.

I want to make it clear that I don't want any more runaround or requests for documents. I've already done everything necessary and I see no reason to continue sending my personal information. My documents are still circulating online without me receiving a clear and definitive answer, and that's something I can no longer allow.

Please review my case and give me a concrete answer as soon as possible.

Thank you for your time.

Hola Samuel,

Ya he pasado por este proceso anteriormente con Kristina , exactamente lo mismo , las mismas preguntas , mismo proceso , todo , y no he obtenido una solución. He enviado mis documentos a todas las personas que me los han solicitado (documentos personales y delicados, cómo lo son mis cuenta de banco mi identidad ) y he proporcionado todas las pruebas necesarias que demuestran que cumplí con los requisitos.

Quiero dejar claro que no deseo más vueltas ni más solicitudes de documentos. Ya he hecho todo lo necesario y no veo motivo alguno para seguir enviando mi información personal. Mis documentos siguen circulando por internet sin que yo reciba una respuesta clara y definitiva, y eso es algo que no puedo seguir permitiendo.

Por favor, revisen mi caso y bríndenme una respuesta concreta lo antes posible.

Gracias por su atención.

Hello AmeliaMaragarita,

thank you for your message and for explaining your position. I fully understand that you are frustrated with the repeated requests.

However, at this stage, I specifically need to confirm whether you actually provided the Interac payment proof and ownership confirmation that the casino is requesting. Unfortunately, I cannot verify this from the thread alone, and at the moment it is unclear whether these exact documents were successfully submitted and accepted by the casino.

To be able to properly challenge the casino on your behalf, I must first verify what was truly sent and in what form. Without this confirmation, I have no solid basis to dispute their claims or push the verification forward effectively.

You do not need to resend everything again at this moment if you do not wish to. For now, I kindly ask you to confirm whether those specific Interac documents were sent, and on what date, or alternatively, forward the same copies to me so I can review them.

Once this is clarified, I will be in a much stronger position to proceed with your case.

Hello,

I understand your request, but Cristina told me the same thing, Radka told me the same thing, and Romina also asked me for exactly the same thing, and none of them managed to resolve anything. I've already sent those documents several times and I still haven't received a solution.

The casino is responsible for providing you with the documents I already sent, as they received them directly. Furthermore, I don't understand why you all need to review these documents again when, ultimately, the casino has them and should be the ones confirming what they already have in their system. You should request this from the casino, not from me as a player with sufficient proof that I sent them.

I don't see the need to keep sending the same files over and over again when the problem isn't on my end, but rather in the verification that the casino should be doing.

I would appreciate it if you could review this point directly with them, as I have complied with everything that has been asked of me.

I want to make it clear that I have already uploaded sufficient and conclusive evidence to the website proving that I did send all the documents the casino requested. I don't understand what's unclear. I'm not willing to keep exposing my identity and personal information over and over again, especially since I fulfilled all the requirements from the beginning, and all the casino and you have done is give me the runaround without offering a solution.

I also don't want this to be used as an excuse to avoid resolving my issue or for the casino to withhold my due payment. You can request the documents I've already uploaded directly from the casino and ask them to verify the information they already have.

I have complied with all the requirements. Now it is up to the casino to confirm what they already have and to move forward with resolving my case.

Thank you.

Hola,

Entiendo su solicitud, pero Cristina me dijo lo mismo, Radka me dijo lo mismo y Romina también me pidió exactamente lo mismo, y ninguna de ellas logró resolver nada. Ya he enviado esos documentos varias veces y sigo sin una solución.

El casino es quien debe proporcionarles a ustedes los documentos que yo ya envié, porque ellos los recibieron directamente. Además, no entiendo por qué ustedes en general tiene que volver a revisar esos documentos cuando, al final, es el casino los tiene y son los que debería confirmarles directamente lo que ya tienen en su sistema. Ustedes deberían pedirle eso al casino , no a mi como jugadora y con las pruebas suficientes de que los eh enviado .

No veo la necesidad de seguir enviando los mismos archivos una y otra vez cuando el problema no está en mi parte, sino en la verificación que debe hacer el casino.

Agradezco que puedan revisar este punto directamente con ellos, ya que he cumplido con todo lo que se me ha pedido.

Quiero dejar claro que ya he subido a la página pruebas suficientes y contundentes que demuestran que sí envié todos los documentos que el casino me pidió. No entiendo que es lo que no está claro?. No estoy dispuesta a seguir exponiendo mi identidad ni mi información personal una y otra vez, especialmente cuando ya cumplí con todos los requisitos desde el inicio y lo único que han echo el casino y ustedes es darme vueltas y más vueltas sin solución.

Tampoco quiero que esto se utilice como una excusa para no resolver mi problema o para que el casino no me pague lo que me corresponde. Ustedes pueden pedirle directamente al casino los documentos que ya he cargado y pedirles a ellos la verificación de la información que ya obra en su poder.

He cumplido con todo lo solicitado. Ahora corresponde que el casino confirme lo que ya tiene y que se avance con la solución de mi caso.

Gracias.

Hello AmeliaMaragarita,

Thank you for your response and for explaining your position. I take note of your statement that the requested documents were already submitted to the casino. However, at this stage, I must remain neutral and verify the situation based solely on confirmed evidence from both sides.

Since I have not personally reviewed the documents related to the Interac verification, and since you prefer not to resend them directly to me, the next step will be to await the casino’s official confirmation regarding exactly which documents were received, reviewed, and whether they were accepted or rejected.

For now, no further action is required from your side. I kindly ask for your patience while we wait for the casino’s clarification so the situation can be assessed objectively.

Thank you for your understanding.

I am responding to your message because the situation with my payment has become untenable. Once again, I am being asked for the same documentation that I have already sent repeatedly, without any effective verification by the casino or a clear resolution from you. I am again attaching evidence of all the times I have complied with these requirements.

Furthermore, your position, in requesting the documents, seems to be exactly the same as in all my previous submissions. Frankly, I don't understand why you keep asking for the same things and insisting that the problem lies with me, over and over again. It's starting to give the impression—though I hope this isn't the case—that you're looking for excuses to further delay the payment that is due.

I would also like to point out that bank account and identity verification is carried out immediately at the casino when you deposit funds to play. If the bank account is invalid or if correct identification is not provided, they simply do not allow you to play or complete the deposit. For this reason, I fail to understand what kind of additional verification they are now seeking, when that information was already checked from the outset.

I also don't understand why the casino was granted another seven days to respond, after the initial deadline had already passed without any progress. This constant prolongation of the process only raises more questions and undermines my confidence that my case is being handled properly.

I have complied strictly and transparently with every request made. Therefore, I request a thorough and immediate review of my case and a final resolution, without further delays or repetitive requests. I trust that you will handle this matter with the clarity, efficiency, and seriousness it deserves.

As you can see in these screenshots, I have fulfilled all the requirements set by your previous colleagues regarding the request for my documents. The date shows that everything was sent a month ago, and nothing has been resolved. They continue to delay the case without any justification. As you can see, Radka requested immediate verification of my case from the casino a month ago, and they never responded. Then I sent my documents to Kristina, as requested, and she transferred them to Romina. I have proof of that as well. And then I was transferred to you. Reason? None. I was transferred from person to person with the promise of resolving my case as soon as possible. It turns out that now the case continues to be delayed for no reason whatsoever.

Estoy respondiendo a su mensaje porque la situación con mi pago se ha vuelto insostenible. Una vez más se me solicita la misma documentación que ya he enviado en repetidas ocasiones, sin que hasta ahora se haya logrado una verificación efectiva por parte del casino ni una resolución clara por parte de ustedes. Adjunto nuevamente la evidencia de todas las veces en que he cumplido con estos requisitos.

Además, la posición de usted , que me está solicitando los documentos , parece ser exactamente la misma que ya he atendido en todas mis entregas previas. Sinceramente, no comprendo por qué continúan pidiéndome lo mismo y recalcan que el problema está en mi parte , una y otra vez, y empieza a dar la impresión —aunque espero que no sea el caso— de que se buscan motivos para seguir retrasando el pago que corresponde.

Quisiera también señalar que la verificación de la cuenta bancaria y de la identidad se realiza inmediatamente en el casino en el momento en que uno deposita fondos para jugar. Si la cuenta bancaria no es válida o si no se proporciona una identificación correcta, simplemente no permiten jugar ni completar el depósito. Por esta razón, no logro entender qué tipo de verificación adicional se está buscando ahora, cuando esos datos ya fueron comprobados desde el primer momento.

Tampoco comprendo por qué al casino se le concedieron otros 7 días para responder, después de haber transcurrido ya el primer plazo completo sin ningún avance. Esta prolongación constante del proceso solo genera más dudas y afecta mi confianza en que mi caso está siendo gestionado con el debido rigor.

He cumplido de manera estricta y transparente con cada solicitud realizada. Por lo tanto, solicito una revisión seria e inmediata de mi caso y una resolución definitiva, sin nuevas demoras ni solicitudes repetitivas. Confío en que podrán gestionar este asunto con la claridad, eficiencia y seriedad que corresponde.

cómo puede ver en estas capturas se muestra que eh cumplido con los requisitos requeridos por sus compañeros anteriores ante la pedida de mis documentos, la fecha muestra hace un mes que todo esto ha sido enviado y no se ha solucionado nada , siguen dilatando el caso sin justificación alguna. Cómo puede ver Radka hace un mes pidió la verificación immediate de mi caso al casino y nunca le dieron respuesta . Después envié mis documentos a Kristina cómo ya se me había solicitado y me transfirio a Romina . Tengo pruebas de eso también . Y después me transfirieron con usted . Razón ? Ninguna . Me trasnfieron de persona en persona con la promesa de resolver lo antes posible mi caso . Resulta que ahora se sigue dilatando el caso sin razón alguna .

Dear AmeliaMaragarita and Casino Guru,

Unfortunately, since our latest update, we are yet to receive any new documentation, adhering to our request, from the player. We will be glad to proceed once it is provided.

Respectfully,

Immerion Casino Representative.

Hello AmeliaMaragarita,

Thank you for your detailed message. I understand that this process has been frustrating for you. However, I need to clarify a few important points regarding your complaint and our role as mediators in this matter.

First, it is not appropriate to direct criticism at Casino Guru or its team. Our role is to facilitate communication and help both you and the casino reach a resolution. Suggesting that we are at fault or not cooperating is neither accurate nor acceptable.

Second, the repeated submission of documents that do not match the specific requirements requested by the casino, including:

• A proof of the Interac payment you used on the account
• A confirmation that you are the owner of the Interac account used for the transaction

cannot be considered sufficient. The evidence you have provided so far, while noted, does not meet the casino’s requirements to complete the verification. Without these exact documents, I cannot advocate on your behalf.

To move forward, I am requesting that you provide the Interac verification documents exactly as specified by the casino. Please forward a copy of these documents directly to my email at samuel.s@casino.guru at the same time you submit them to the casino, so I can confirm receipt and monitor the process.

Please understand that this is your final opportunity to provide the correct documentation. If these documents are not provided, or if the verification is not completed following the casino’s instructions, the complaint will be rejected and cannot be pursued further.

I urge you to act promptly and follow the instructions carefully, as there will be no further extensions or requests from our side.

Thank you for your understanding and cooperation.

I would also like to thank the casino for providing information and cooperation regarding this verification.

I still can't see my deposit history on the casino's website. Since they're requesting these receipts, I need access to my history to verify the information against the transactions already appearing in my bank account.

I kindly request that you resolve this issue as soon as possible, as it is a matter of cooperation that benefits all parties involved. The problem has not been resolved since my last request.

Furthermore, I would like to understand why the casino has two consecutive weeks to respond, while I, as a player, am only allowed one week to submit documentation. I already have the documents ready; I just need to verify them against my casino record. As soon as this is resolved, I will resend them to all relevant parties.

Aún sigo sin poder ver mi historial de depósitos en la página del casino. Dado que me están solicitando esos comprobantes, necesito acceder a mi historial para corroborar la información con los movimientos que ya aparecen en mi cuenta bancaria.

Les pido, por favor, que puedan solucionar este problema lo antes posible, ya que se trata de una cooperación favorable para todas las partes involucradas. Desde la vez pasada que lo solicité, el inconveniente no ha sido resuelto.

Además, me gustaría entender por qué el casino dispone de dos semanas consecutivas para responder, mientras que a mí, como jugador, no se me permite más de una semana para entregar documentación. Ya tengo los documentos listos; solo necesito verificarlos con mi historial del casino. Tan pronto como esto se solucione, los enviaré nuevamente a todas las personas correspondientes

Hello AmeliaMaragarita,

thank you for your message. I would like to clarify a few important points regarding your statement.

First, please specify exactly for what purpose you need access to the casino deposit history at this stage, as the casino has already clearly stated that the missing Interac verification documents have not yet been received. At this moment, the key issue is not the visibility of your history on the casino website, but the fact that the required Interac verification documents are still outstanding on the casino’s side.

Second, regarding your comment about response time: please note that both the casino and the player are given the same standard timeframe of up to 14 days to react in this complaint thread. This applies equally to all parties. Based on the latest official response from the casino, the requested Interac verification documents have still not been delivered to them, despite your claims.

To move forward constructively, the focus must now return to submitting the exact verification documents requested for the Interac payment method. Until this is done and confirmed by the casino, I cannot proceed further with pushing your case.

I would like to access my deposit history because it is my right as a player. I don't see why I need to explain myself. It's my account, and I should have the right to access it without having to give explanations. Anyway, without further ado, because I hope this matter is resolved soon, I've attached a screenshot of the evidence they're requesting to verify my account. I hope there won't be any future complications in accessing my payment. Thank you.

Me gustaría acceder a mi historial de depósito porque es mi derecho como jugador . Y no encuentro necesario dar explicaciones del porque . Es mi cuenta y yo debería tener derecho abierto a acceder a ella sin tener que dar explicaciones. Bueno sin más rodeos porque deseo que este caso se resuelva pronto adjunto captura de pantalla de las pruebas que me están pidiendo para verificar mi cuenta y deseando que no hayan futuras complicaciones para acceder a mi pago Gracias .

Dear AmeliaMaragarita and Casino Guru,

The KYC department has received the new documentation. Unfortunately, it could not be accepted due to graphical editing on the screenshot. We kindly ask the player to resubmit the screenshot without editing to proceed.

Respectfully,

Immerion Casino Representative.

Dear Immerion Casino, I have already resubmitted the documentation without graphic editing.

Estimado Immerion Casino ya reenvié la documentación sin edición gráfica

Dear Amelia and Immerion Casino,

thank you both for the updates. I will now wait for confirmation from the casino regarding the latest submission so that I can proceed with the next steps accordingly.

Dear AmeliaMaragarita and Casino Guru,

The KYC department has received and accepted the updated file. In continuation of the procedure, the KYC department has requested additional financial documentation from the player. We kindly ask them to check their inbox and provide them as soon as they are able to.

Respectfully,

Immerion Casino Representative.

Dear Imerion Casino, today I received an email from the KYC department requesting a document containing all my details and dated no more than three months prior for confirmation. If that is what you are referring to, it has already been sent. I've attached a screenshot.

If you are referring to another document, I am waiting for the email as I have not received it.

thank you

Estimado Imerion casino hoy recibí un correo del departamento del KYC solicitando un documento que contuviera todos mis datos y fecha de no más de tres meses para confirmación, si a ese se refiere ya está enviado adjunto captura de pantalla .

Si se refiere a otro documento estoy en la espera del correo ya que no lo eh recibido

gracias

Dear AmeliaMaragarita and Casino Guru,

The KYC department is awaiting the following documentation:

• Utility bill no older than 90 days, showing full name, date of the bill and residential address (can be substituted by lease, proof of college/university enrollment or tax return, as long as necessary details are shown)
• Screenshot of ownership of Interac account deposited from at Immerion, ensuring full name is displayed on the profile screen

Respectfully,

Immerion Casino Representative.

I have already sent the screenshot of the deposit receipt made via Interac e-Transfer, which clearly shows:

– the amount,

– the date,

– the recipient of the deposit

– the transaction reference number.

which should be sufficient as proof that the transaction was made from my account because with that data they are more than enough.

This screenshot, along with proof of ownership of my Interac account (profile with full legal name), fulfills the requirement to verify that the deposit was made from my Interac account.

Additionally, I sent my university letter proving my place of residence, which was sent less than 90 days ago, and my full and legal name.

I respectfully request that you internally review the documentation and emails that have already been received by your team.

I would appreciate it if you could internally verify that the information already sent has been correctly forwarded.

I await your response

Thank you Screenshot of the new request and the previous request resent in a new email.

Ya he enviado anteriormente la captura de pantalla del comprobante del depósito realizado vía Interac e-Transfer, donde se muestra claramente:

– el monto,

– la fecha,

– el destinatario del depósito

– el número de referencia de la transacción.

los cuales deberían ser suficientes cómo prueba de que la transacción se hizo desde mi cuenta porque con esos datos son más que suficiente.

Dicha captura, junto con la prueba de propiedad de mi cuenta Interac (perfil con nombre legal completo), cumple con el requisito de verificar que el depósito se realizó desde mi cuenta Interac.

Ademas el envío de mi carta de universidad que prueba mi lugar de residencia, que fue enviada menos de 90 días y mi nombre completo y legal.

Respetuosamente, solicito que se revise de manera interna la documentación y los correos electrónicos que ya han sido recibidos por parte de su equipo.

Les agradecería que pudieran verificar internamente que la información ya enviada ha sido correctamente reenviada.

Quedo a la espera de su respuesta

Gracias captura de pantalla de lo nuevo solicitado y lo anterior reenviado nuevamente en un nuevo correo .

Dear Immerion Casino,

I am following up regarding the documentation submitted by AmeliaMaragarita. She has requested that your team internally review all previously submitted documents and emails and confirm whether any additional information is required.

Could you please verify internally and provide a clear confirmation on the next steps for account verification?

Thank you for your prompt attention.

Dear AmeliaMaragarita and Casino Guru,

The KYC department has concluded their review of the provided documentation and the player is currently fully verified as a result. We thank the player for their cooperation during this process!

Respectfully,

Immerion Casino Representative.

Dear AmeliaMaragarita and Immerion Casino,

Thank you for the update. I am pleased to see that the KYC verification has been successfully completed.

Amelia, now that your account is fully verified, you should be able to proceed with your withdrawals without further issues. Please keep me updated on how the process goes so I can ensure everything proceeds smoothly.

Thank you both for your cooperation throughout this process.

Thank you all so much for your cooperation. I will now proceed with the withdrawal of my funds. I will leave this section open until the withdrawal is successfully completed.

I would like to ask the casino about their withdrawal policies and the maximum amount that can be withdrawn within a certain timeframe, or if I can withdraw all my funds at once. Thank you.

Muchas gracias a todos por su colaboración . Voy a proceder al retiro de mis fondos .dejare abierta esta sección hasta que haya completado el retiró exitosamente.

Me gustaría preguntarle al casino cuáles son sus políticas de retiro y monto que puede ser retirado en un determinado espacio de tiempo o si de una vez puedo retirar todos los fondos Gracias

Dear Amelia and Immerion Casino,

thank you for the update.

Amelia, thank you for confirming that you are proceeding with the withdrawal.

Immerion Casino, could you please confirm the withdrawal conditions the player is asking about, including any applicable limits and whether the full balance can be withdrawn at once?

Once this is clarified and the withdrawal progresses, I will proceed accordingly.

Thanks, Samuel, for keeping an eye on things. I'll be waiting for the casino's response and will keep you updated on the next steps in the process.

Gracias Samuel por estar al pendiente . Estaré esperando la respuesta del casino y les mantendré informados de los siguientes pasos del procedimiento

Dear AmeliaMaragarita and Casino Guru,

The withdrawals are performed in accordance to published Terms, available on the website here (specifically 7.1., 7.5., 7.8. and 7.15.): https://immerion1.com/main-info/terms-using

In addition, relevant limits will be displayed to the player during the withdrawal process when selecting options in the wallet, for their convenience. Since the player's balance exceeds maximum daily withdrawal limit, it would not be possible to withdraw in one transaction.

Respectfully,

Immerion Casino Representative.

Thank you for your response. I will proceed with withdrawing my first payment. I will keep you informed.

Gracias por su respuesta procederé a retirar mi primer pago. Les mantendré informados

I would also like to clarify that the total in CAD is $29,224.55, which at the USD exchange rate would be $21,223.05.

There was clearly a decrease in money because I made my first withdrawal now.

I have attached this information solely for the purpose of clarifying my case.

Thank you all for your collaboration

Me gustaría también esclarecer que el total en CAD es de $29,224.55 lo que al cambio de USD serían $21,223.05 .

Claramente hubo un decrecimiento de dinero porque hice mi primer retiro ahora .

solo por propósitos de esclarecer bien mi caso es que eh adjuntado esta información

gracias a todos por su colaboración

Dear Amelia and Immerion Casino,

Thank you, Amelia, for the update. Please keep me informed about how the withdrawals progress overall.

If the processing of any withdrawal takes longer than two weeks, feel free to let me know and I will step in accordingly.

Immerion Casino, thank you for clarifying the withdrawal limits and conditions.

Dear AmeliaMaragarita and Casino Guru,

We are happy to confirm that first withdrawal request was processed successfully on December 15th. Currently, the team is working on the next request, made shortly after it.

Respectfully,

Immerion Casino Representative.

Thanks to Samuel and Immerion Casino for their responses and follow-up on the case. Yes, I am waiting for approval of the second withdrawal. The first one was successful. Thank you.

Gracias a Samuel e Immerion Casino por sus respuestas y seguimiento del caso . Si en efecto estoy esperando la aprobación e la segunda retirada. La primera fue exitosa. Gracias

Hello everyone, I'd like to thank you again for helping me improve my situation. I'd like to inform you that I've had three successful withdrawals, each for $800 CAD. So today, after 24 hours between withdrawals, I was surprised to only be allowed to withdraw $500 CAD.

I'm attaching a screenshot so that both teams are kept informed. I'll keep you updated on how the case progresses.

Thank you for your support.

hola a todos me gustaría agradecerles nuevamente por ayudarme a ir mejorando la situación de mi caso . Me gustaría informarles que eh tenido tres retiros exitosos . Y dejarles saber que han sido de $800 cad cada uno por lo que hoy después de haber pasado las 24hrs entre un retiro y otro me sorprendí porque solo me permitieron sacar $500cad .

Dejo captura de pantalla para que el equipo de ambas partes se mantengan informados. Les dejaré saber cómo sigue avanzando el caso .

gracias por su apoyo

Dear AmeliaMaragarita and Casino Guru,

There might be changes to limits for individual transactions for selected methods, based on the rules imposed by the processors themselves. We constantly work with them in attempts to improve terms for the players, but sometimes limits per transaction might be out of our control. However, total daily limits remain unchanged.

We are glad to update that yesterday's withdrawal was processed successfully by the team. The request made earlier today is expected to be finalized before the end of the business week.

Respectfully,

Immerion Casino Representative.

Dear AmeliaMaragarita and Immerion Casino,

thank you for the updates.

AmeliaMaragarita, could you please confirm whether the total daily withdrawal limits are being respected on your account despite the lower per-transaction amount? Your confirmation will help us assess whether everything is functioning as intended.

Thank you both for your cooperation.

Dear Casino guru and immersion casino

Thank you for keeping up with my case.

The withdrawal limits related to the amount changed; that has been the only change to this day, December 19th, 2025.

So far, the daily withdrawal limits have been respected, allowing the appropriate time to elapse between transactions.

In the next withdrawal request, I will inform you if, in the unfortunate event, the established daily transaction limits are not respected.

Thank you for your cooperation and support.

Estimado Casino guru e immersion casino

Gracias por mantenerse al tanto de mi caso.

Los límites de retiro relacionados con el monto cambiaron, ese ah sido el único cambio hasta el día de hoy Diciembre 19th /2025.

Hasta el momento, los límites diarios de retiro se han respetado, dejando transcurrir el tiempo correspondiente entre una transacción y otra.

En la próxima solicitud de retiro, les informaré si en el desafortunado caso, no se respetan los límites diarios de transacción establecidos.

Gracias por su cooperación y apoyo

Dear AmeliaMaragarita and Casino Guru,

As per our earlier message, the last withdrawal was finalized by the team today. At the moment, no further requests remain. If the player wishes to continue withdrawing funds, they are welcome to place new requests at their convenience.

Respectfully,

Immerion Casino Representative.

Dear AmeliaMaragarita,

thank you for the update and for confirming that the withdrawals have been processed in line with the applicable limits so far.

Could you please confirm whether all available funds have now been successfully withdrawn and received on your side? Once confirmed, we can proceed with closing this complaint accordingly.

Dear Immerion Casino,

thank you for the update and for confirming the current status of the player’s withdrawals. I appreciate your cooperation and the information provided.

I look forward to the player’s confirmation so we can move forward.

Thank you all for your cooperation. So far, all withdrawal agreements and amounts related to the casino have been respected. I would like to keep the case open until all funds have been withdrawn, in case of a future complaint or any other issues.

gracias a todos por su colaboración hasta el momento se ha respetado todos los acuerdos de retiro y monto relacionado con el casino . Me gustaría no cerrar el caso hasta no retirar todos los fondos por si en algún caso se presenta una queja futura o algo pueda pasar .

Dear AmeliaMaragarita,

thank you for the clarification.

Since withdrawals are currently being processed according to the agreed limits and without issues so far, please let me know whether you would be comfortable with closing this complaint for now, with the option to reopen it later should any problem arise while withdrawing the remaining funds.

Thank you for your support, Samuel. The last time I requested a withdrawal was on December 25th; today is December 28th, 2025. I'm waiting for that transaction to be approved. I'd like to keep the complaint open until I've withdrawn all the money, if possible. Thank you.

Gracias por el apoyo Samuel . La última vez que pedí extraer dinero fue el 25 de diciembre hoy es 28/2025. Estoy esperando que aprueben esa transacción. Me gustaría dejar la queja abierta hasta que extraiga todo el dinero de ser posible. Gracias

I would also like to add that as the days go by, transactions have been taking longer to be accepted. The one I made on December 25, 2025, is now the 29th and I still haven't received a response, whereas previously it only took 24 hours or a maximum of 2 days. For this reason, I would like to leave the complaint open until the full amount is paid.

También me gustaría agregar que con el paso de los días las transacciones se han estado demorando más en ser aceptadas la que hice el 25 de diciembre de 2025 hoy es 29 y aún no recibo respuesta cuando anteriormente solo tomaban 24hr o máximo 2 días por esta razón me gustaría dejar la queja abierta hasta que cumpla todo el monto

Dear AmeliaMaragarita,

thank you for the update. I understand the situation.

Could you please confirm whether the withdrawal requested on December 25 has already been received, or if it is still pending?

If it has already been received, everything is proceeding normally so far, thank you.

Si ya fue recibido hasta el momento todo sigue transcurriendo con normalidad gracias

Dear AmeliaMaragarita,

Thank you for your updates and for keeping me informed about your withdrawals. I understand that some transactions are taking longer than before.

Could you please also confirm how much remains on your account at this point? This will help me keep track and ensure that your complaint can be fully resolved once all funds are withdrawn.

Thank you for your cooperation, and I hope the remaining withdrawals are processed smoothly and without further delay.

Dear Samuel,

The current remaining amount on the player's balance is 16508.55 CAD. At the moment, one pending withdrawal request for 695 CAD is posted, which was created earlier today.

Respectfully,

Immerion Casino Representative.

Thank you, Immerion Casino, for the update. While some transfers have taken longer than others, everything is proceeding smoothly.

Thank you all for your cooperation.

Gracias Immerion Casino por la actualización. Si aunque algunas transferencias ha tomado más tiempo que otras todo está transcurriendo correctamente.

gracias a todos por su cooperación.

Dear AmeliaMaragarita and Immerion Casino,

Thank you both for the updates and for keeping me informed.

AmeliaMaragarita, I’m glad to hear that your withdrawals are proceeding smoothly.

Immerion Casino, thank you for confirming the remaining balance and the pending withdrawal.

At this stage, since things seem to be progressing normally, I’m considering closing this complaint. AmeliaMaragarita, could you please confirm if you are happy for us to do so, with the option to reopen later if any issues arise with the remaining funds?

Thank you both for your cooperation.

The truth is I would prefer not to close it yet, as I explained earlier, since I would like to wait until I have withdrawn all the funds.

La verdad me gustaría no cerrarla aún cómo expliqué anteriormente ya que me gustaría esperar a retirar todos los fondos.

Dear AmeliaMaragarita,

thank you for your reply. That’s perfectly fine, we will keep the complaint open until all funds are withdrawn.

Just to clarify one point on my side: could you please let me know why your latest withdrawal request is for 695 CAD? Was this amount selected by you, or is it related to any limits set by the casino?

Thank you for the clarification, I’ll continue to monitor the case.

Dear Samuel,

Regarding the latest inquiry, the withdrawal amount matches the limit for an individual transaction at Immerion, as per our Terms:

7.1. The minimal amount for withdrawal is 25 (Twenty five) US Dollars (US) per transaction or an equivalent. The maximum amount for withdrawal is 500 (Five hundred) US Dollars (USD) per transaction. If the Player wishes to withdraw more than 500 (Five hundred) US Dollars (USD), they should submit multiple withdrawal requests.

At this moment, 695 CAD converts to 500 USD at Immerion's conversion rate. The player is welcome to submit multiple withdrawal requests if needed, up to the posted limit.

Respectfully,

Immerion Casino Representative.

Dear Samuel, sometimes I can withdraw $800 CAD, which is the maximum allowed, but sometimes I can withdraw less. When I withdraw less than $800, it's because the casino limit doesn't allow it.

Querido Samuel . A veces puedo extraer $800 cad que es el máximo permitido pero a veces puedo extraer menos . Cuando extraigo menos de $800 es porque el límite del casino no me lo permite .

Dear AmeliaMaragarita,

Thank you for your clarification, and thank you to Immerion Casino for your input and for helping us move this complaint forward.

To explain in detail:

• Rule 7.1 sets the maximum per individual withdrawal, which in your case is 500 USD (≈695 CAD). Any amount above this requires multiple withdrawal requests.
• Rule 7.15 sets the daily withdrawal limit at 1,000 USD. This means that you can submit up to two withdrawal requests per day to stay within the daily limit.

I will continue monitoring the case until all your funds are successfully withdrawn.

Thank you

Gracias

Dear AmeliaMaragarita,

you’re welcome. Please keep us informed if everything continues smoothly with your withdrawals, so we can move this complaint toward closure.

Dear AmeliaMaragarita,

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, so far everything is going well with the withdrawal of funds. There's still a large sum to withdraw, but so far everything is fine. Thank you for your help and cooperation.

Hola , si hasta el momento todo va bien con el retiro de fondos aún queda una fuerte suma pero hasta el momento todo bien gracias por su ayuda y cooperación

Hello AmeliaMaragarita,

We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel 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 Samuel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello AmeliaMaragarita,

We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel 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 Samuel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello AmeliaMaragarita,

I’m back and available again.

Thank you for the update. I’m glad to hear that the withdrawals are currently being processed without issues. Since everything seems to be progressing normally so far, would you agree with closing this complaint at this stage, with the option to reopen it if any problems occur with the remaining withdrawals?

Please let me know how you would like to proceed.

Dear AmeliaMaragarita,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Samuel
Casino.Guru