Immerion Casino - O jogador afirma que o seu pagamento foi atrasado.

The casino blocked the possibility of withdrawing funds, citing the need for additional verification by the provider. After numerous chats with support, they promise that this period will be UP TO 14 days, which has already expired and the amount still cannot be withdrawn. This has never happened to me with any other casino before and I assume fraud on their part. I have made many deposits at this casino, I have played absolutely normally and honestly, but this type of attitude is extremely deceptive and unacceptable. I have not played with bonus money or free spins.

Dear vvelichkov7,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Yes, it's been 14 days since the date of the request and I still haven't received the amount. I've made many deposits - both with crypto and debit card. I once made a withdrawal of a smaller amount and it was approved immediately. I've never gone through KYC and they've never asked me to do it and send confirmations of the deposit methods. Of course, if they ask, I'll send them all the necessary information, but they haven't. They encourage me to continue depositing or playing with the funds they returned to my account, but what's the point if my withdrawal is blocked?

Да, изминаха вече 14 дни от датата на заявяването и все още не съм получил сумата. Правил съм много депозити - както с крипто, така и с дебитна карта. Веднъж бях направил теглене на по-малка сума и беше одобрена веднага. Никога не съм преминавал през KYC и никога не са ми искали да го правя и да пращам потвърждения на начините на депозит. Разбира се, ако го поискат, ще им изпратя цялата необходима информация, но те не са. Насърчават ме да продължа да депозирам или да си играя със средстава, които върнаха в акаунта ми, но какъв е смисъла, като ми е блокирана възможността за изтегляне?

Dear vvelichkov7, just to clarify — is it correct that your withdrawals are currently blocked due to a review being conducted by the provider? If so, have you received any update or feedback regarding the outcome of this review, especially now that more than 14 days have passed?

Additionally, could you please confirm whether you were playing casino games, engaging in sports betting, or both?

Hello,

As I mentioned above, withdrawals are blocked due to verification by the provider. At least that's what it says in my profile. I've attached a screenshot to prove it.

I also mentioned that I have written to the chat several times but I am not getting any updates. They only advise me to wait and nothing more. It has been more than 14 days now.

I have only played casino games, without any sports betting and without any bonuses or free spins.

Здравейте,

Както споменах по-горе, тегленията са блокирани, поради проверка от доставчика. Поне така изписва в профила ми. Прикачил съм и скрийншот, доказващ това.

Споменах също така, че няколко пъти писах в чата, но не получавам актуализации. Съветват ме само да чакам и нищо повече от това. Изминаха вече повече от 14 дни.

Играл съм само казино игри, без никакви спортни залози и без никакви бонуси или свободни завъртания.

Dear vvelichkov7, could you please confirm whether you still have access to your account and if you have received any updates from the casino since your last message?

Have you made any successful withdrawals before?

Additionally, would you be able to send us all your communication with the casino to help us better understand your situation? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Hello. Yes, I have access to my account.

As I mentioned above, I have no updates from the casino other than waiting for sometime in the future, which the casino also doesn't know when, to allow me to withdraw my amount.

Yes, I have made a successful withdrawal before, with which I had no delay.

I am sending you screenshots of the latest chats with the casino and a transcript of all correspondence here and by email.

Здравейте. Да, имам достъп до акаунта си.

Както споменах и по-горе, нямам никакви актуализации от казиното, освен да чакам някога във времето, което и казиното също не знае кога, да ми разрешат да изтегля сумата си.

Да, правил съм успешно теглене преди, с което нямах никакво забавяне.

Изпращам ви тук и на имейла скрийншоти на последните чатове с казиното и препис от цялата кореспонденция.

This is from today!

Will there be any response from the casino to resolve this issue?

Ще бъде ли поместен някакъв отговор за решаване на този казус, от страна на казиното?

Thank you very much, vvelichkov7, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) 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.

Thank you. I await a response from Stefan ( ) then.

Благодаря. Изчаквам отговор от Стефан ( stefan.m@casino.guru ) тогава.

Dear vvelichkov7,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an Immerion Casino representative to join this conversation and participate in resolving this complaint.

Dear Immerion Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello. The casino has unlocked the possibility of withdrawing the amount. I requested it and it was canceled again, this time because of KYC. I received an email saying that I had to send an ID card or driver's license. I replied immediately with photos of the ID card, but I am not receiving any response. The chat support tells me that they do not have any information and cannot assist me and that I can only write by email. But I am not receiving any response to this email. Please help.

Здравейте. Казиното отключи възможността за теглене на сумата. Заявих я и беше отново отменена, този път заради KYC. Получих мейл, в който пишеше, че трябва да изпратя лична карта или шофьорска книжка. Върнах отговор веднага със снимки на личната карта, но не получавам никакъв отговор. От съпорта на чата ми казват, че нямат никаква информация и не могат да ми съдействат и да пиша само по email. Но не получавам никакъв отговор на този email. Моля за съдействие.

Dear vvelichkov7 and Casino Guru,

We have forwarded all the information to our KYC department and will receive a response on Monday during office hours.

Respectfully,

Immerion Casino Representative

Immerion Casino,

Thank you for your response and the information you have provided.

Please keep us updated regarding the matter.

I'll be awaiting your reply.

Hello. It's Monday and I still haven't received any information from the casino. I've sent pictures per all the instructions via email to the casino, but they haven't responded.

Здравейте. Понеделник мина, а все още нямам предоставена никаква информация от казиното. Изпратил съм снимки по всички инструкции по имейл на казиното, но не ми връщат никакъв отговор.

Hello. Since Monday no one has responded here, nor to the emails I wrote to and . I wrote today in the chat and they told me that there was nothing they could do and to write again to kyc - ok, but no one is answering me. Will my problem, which has been going on for 1 and a half months, be solved?

Здравейте. От понеделник насам никой не отговаря тук, нито на имейлите, които писах до kyc@immerion.com и support@immerion.com. Писах днес и в чата и от там ми казаха, че нищо не мога да направят и да пиша отново до kyc - ок, но никой не ми връща никакъв отговор. Ще се реши ли моят проблем, който продължава вече 1 месец и половина?

Dear vvelichkov7 and Casino Guru,

We appreciate your patience regarding the lengthy verification process.

The KYC department is currently reviewing all the documents you have recently sent.

I can confirm that the processing of your application will commence without delay.

Respectfully,

Immerion Casino Representative

Hi

Are you kidding? I waited a whole week just to get an answer from the KYC department that the documents have been received and will NOW be reviewed and processed? This is ridiculous, honestly. Please tell me exactly when my profile will be verified?

If I will receive a one mail per week and the answers will be just to be patiently waiting, then I will be waiting for years.

I have played in many other different casinos and I have never received such treatment and waiting anywhere.

Today I received an email from the KYC department and it was again the same text as last week and they wanted me to send them photos of my ID card again according to the instructions. I had sent them last week and today they are asking me again. I sent photos again and still no response.

Днес получих имейл от KYC отделът и беше отново със същия текст като от миналата седмица и искаха отново да им изпратя снимки на личната карта според инструкциите. Миналата седмица ги бях изпратил и днес отново ме карат пак. Пак изпратих снимки и пак нямам никакъв отговор.

Dear Immerion Casino,

Could you please state which documents the player needs to provide to finally pass the verification? Is there any reason why you are requesting the same documents multiple times?

I'll be awaiting your reply.

Here is the whole communication with KYC department.

Hello. It will soon be 2 months since my account has been locked for withdrawals. Will my problem ever be resolved so that I can continue playing on this site?

No one is answering my emails until , and I don't get any help in the chat - only apologies for the long wait and to be patient and keep waiting.

Will anyone even pay attention to me and give me an answer when my account will be verified?

Здравейте. Скоро ще станат 2 месеца, откакто акаунтът ми е заключен за теглене. Дали ще се реши изобщо някога моят проблем, за да мога да продължа да играя в този сайт?

Никой не отговаря на имейлите ми до kyc@immerion.com, а в чата не срещам никакво съдействие - само извинения за дългото чакане и да бъда търпелив и да продължавам да чакам.

Дали изобщо някой ще ми обърне внимание и ще ми даде отговор кога акаунтът ми ще бъде верифициран?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The casino continues its unfair practices. With great effort, I managed to get a response from the support, in which they promised me that within 24-48 hours I would receive a clear answer about the verification. This never happened, because 72 hours have already passed. Again, after my repeated attempts to contact them to get information, the only response they give me is apologies for the delay, which will soon be over 2 months. This is unacceptable. I certainly now believe that this casino is a scam and I will never get my winnings. If they continue like this and I do not receive an answer about verification and the opportunity to withdraw my funds, I will contact the competent law enforcement agencies. This is unacceptable and has not happened to me with any other casino I have played in so far. Scammers!!!

Казиното продължава с нелоялната си практика. С огромни усилия успях да получа отговор от съпорта, в който ми обещаха, че в рамките на 24-48 часа ще получа ясен отговор за верификацията. Това така и не се случи, защото минаха вече 72 часа. Пак след многократни мои опити да се свържа с тях, за да получа информация, единственото което ми връщат като отговор са извинения за забавянето, което скоро ще стане над 2 месеца. Това е недопустимо. Със сигурност вече вярвам, че това казино е измама и няма да си получа никога спечелените средства. Ако продължават така и не получа отговор за верификация и възможност да си изтегля средставата, ще се обърна към компетентните органи на реда. Това е недопустимо и не ми се е случвало с нито едно друго казино, в което съм играл до сега. Измамници!!!

Dear vvelichkov7 and Casino Guru,

The player has successfully submitted his passport and selfies on our platform.

Please await communication from the KYC department, who will reach out to you shortly.

We will do our utmost to expedite this process.

Respectfully,

Immerion Casino Representative

The casino contacted me from the kyc department. They didn't mention anything about the ID card and selfie I sent, but they asked for pictures of the card I deposited with. I sent two pictures of my face and back as per the instructions, but I still haven't received any response. Will I have to wait another 2 months?

Dear Immerion Casino,

Could you please comment if the provided pictures were accepted? Could you also state which additional documents will be required from the player? The verification process is already taking too long and needs to be finished as soon as possible. Thank you for your understanding.

I'll be awaiting your reply.

Dear Immerion Casino,

I want to inform you that this is your final opportunity to resolve the pending complaint submitted by the player. Despite our previous communications, the issue remains unresolved.

I would also like to highlight that cases involving your casino have been taking an unusually long time to reach resolution. This creates a frustrating and negative experience for the players, which ultimately reflects poorly on both your operation and our platform.

Due to the growing number of ongoing complaints, this matter was discussed during our recent internal meeting, where it was decided that it requires immediate attention.

If we do not reach a satisfactory resolution within the next 7 days, we will proceed to close the complaint as unresolved.

Additionally, please be aware that failure to address this issue will result in a negative impact on your safety index, which will affect your overall standing on our platform.

We urge you to prioritize dealing with this situation and take the necessary steps to resolve it without further delay.

Unfortunately, the casino continues to not respond to any of my inquiries, and the chat excuses itself that they do not have access to KYC and that there is no way to contact them.

I feel extremely misled that I found this casino on Casino Guru because it looked trustworthy.

Unfortunately, my experience shows otherwise and I am certain that this is a scam and I will never be able to access my funds.

I have never had such a disgusting experience with any other casino.

I wouldn't recommend it to anyone and my opinion of them is that they are extremely disappointing.

За съжаление казиното продължава да не отговаря на нито едно мое запитване, а от чатът се оправдават, че нямат достъп до KYC и че няма как да се свържат с тях.

Чувствам се изключително подведен, че намерих това казино в Казино гуру, защото изглеждаше надеждно.

За съжаление, опитът ми показва друго и съм сигурен, че това е измама и няма никога да мога да достъпя средствата си.

Не съм имал никога до сега подобно отвратително изживяване с нито едно друго казино.

Не бих го препоръчал на никого и мнението ми за тях е че са крайно разочароващи.

Dear vvelichkov7 and Casino Guru,

The player has been successfully verified and is now eligible to withdraw their funds.

Respectfully,

Immerion Casino Representative

Dear vvelichkov7,

Could you please request a withdrawal and let me know once you do that?

I'll be awaiting your reply.

Hello. No, I can't withdraw my funds. I'm attaching a screenshot.

Здравейте. Не, не мога да изтегля средставата си. Прилагам скрийншот.

Dear Immerion Casino,

Could you please fix the player's issue with withdrawal?

I'll be awaiting your reply.

Hello again,

My account has been unlocked and I am now able to request a withdrawal. I have requested it and it is currently in the processing status. I will confirm again when I receive the funds so that you can close the case.

Здравейте отново,

Профилът ми е отключен и вече имам възможност да заявя теглене. Заявих го и в момента е със статус, че се обработва. Ще потвърдя отново, когато получа сумите, за да приключите случая.

Dear vvelichkov7,

Thank you for your response and the information you have provided. Please let me know once you receive the payment.

I'll be awaiting your reply.

Hello. This casino is acting unfairly. I submitted two requests - one for 1000 euros (because this is the max) and one for 500 euros. I already received the one for 1000 euros, but the one for 500 euros from July 2nd is still being processed. I wrote several times in the chat. They tell me that the maximum period is up to 48 hours, but it's been 5 days and I still haven't received the second withdrawal. Please help me.

Immerion Casino,

Could you please state why the player's withdrawal hasn't been processed yet?

I'll be awaiting your reply.

Hello. Today I received the second final payment. I am extremely grateful for your assistance, despite the "hard road" I went through with the cases with this casino. You can close the case as resolved.

Здравейте. Днес получих и второто плащане окончателно. Изключително много съм ви благодарен за съдействието, въпреки "тежкият път", който извървях с казусите с това казино. Може да приключите случая, като решен.

Dear vvelichkov7 and Casino Guru,

I am pleased to report that the player has successfully withdrawn his funds.

Respectfully,

Immerion Casino Representative

Dear vvelichkov7,

Could you please confirm that you have received all the funds from the casino?

I'll be awaiting your reply.

Hello. Yes, everything is fine now. I received the second payment in full. I am extremely grateful for your assistance, despite the "hard road" I went through with the cases with this casino. You can close the case as resolved.

Здравейте. Да, всичко е наред вече. Получих и второто плащане окончателно. Изключително много съм ви благодарен за съдействието, въпреки "тежкият път", който извървях с казусите с това казино. Може да приключите случая, като решен.

Dear vvelichkov7,

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,

Stefan, Casino.Guru