Immerion Casino - O jogador está com dificuldades para sacar fundos devido ao atraso no processo de KYC (Conheça Seu Cliente).

I won a large amount of money on Immerion Casino on November 22nd, and although they had previously completed three withdrawals without any issues, they requested KYC verification (likely because I reached a threshold). I submitted my passport twice for verification, but both attempts were declined. Due to work, I didn’t have the time to continue dealing with the KYC process, so I left the funds in my casino account.

Since October 1st, I’ve been trying to contact the KYC Department to continue with withdrawals, but they haven’t responded even once. I also reached out through the casino’s live chat 2–3 times, but all I receive is a copy paste response saying that my case has been "pushed again to KYC," with no real update or feedback from the department.

I need to withdraw my funds, especially since they are in crypto form and their value changes constantly. I also have screenshots of all the conversations I’ve had with them and can provide them if needed.

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 allow me to ask you a few questions to clarify your situation.

• When was the last time you communicated with the casino via email regarding the verification of your account?
• When was the last time you uploaded your passport/ID to the casino for verification? Have you made sure that the photo of your document is in high quality and that the entire document is fully visible?
• Which of your documents have been approved for KYC?
• Which of your documents are still pending verification?

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

Best regards

Veronika

Hello Veronika,

The last response I received from the casino was on February 11th. They only requested ID verification, which I promptly provided using my passport. Additionally, February 11th is the last time I submitted my passport for the second time. The photo is in high quality, and all the letters are readable.

Dear gsol and Casino Guru,

Thank you for submitting player's concern to us. Upon inquiry to the KYC department, they were unable to find any emails from the noted email address of the player. We kindly ask the player to provide a screenshot of their latest email sent to the KYC email address with documentation, with sender and recipient email address visible, as well as the date. Personal documentation can be redacted for security. This information can help us investigate the concern further.

Respectfully,

Immerion Casino Representative.

Hello,

Sorry for the late reply. Here is the print version of the conversation from the Gmail App.

Dear gsol

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 (romana.r@casino.guru). 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,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear gsol and Casino Guru,

As we see, the latest message in the chain in February was sent by the KYC department, asking to provide documentation in accordance with the request:

Kindly be informed that in order to pass verification, you need to provide a photo of your ID document in better quality. Please note that the document should be fully seen and not cut.

We kindly ask the player to clarify if any emails were sent as a reply to this request since that time. In addition, we wish to note that KYC email address at Immerion is currently kyc@immerion.com, as such, emails sent to @immerion.net would not be delivered. If any emails were sent later than initial conversation in February, it is lilely that the old domain was no longer used and we ask the player to resend the documents to the aforementioned email address of the KYC department.

Respectfully,

Immerion Casino Representative.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Thank you, Immerion Casino, for the provided information.

Dear user,

Could you do as advised, please?

Thank you in advance.

Best regards,

Romi

Hello and Merry Christmas everyone,

Dear Immersion Representative,

I have resubmitted my ID document to the correct email address this time, and it is properly scanned with no cuts or glare. Could you please confirm whether you are able to see the email now?

Thank you very much.

Dear gsol and Casino Guru,

We thank the player for resubmission of documentation. The KYC department has received the email and checked the contents. As a result, the KYC department has sent the player a request for additional documentation via email. We kindly ask the player to check their inbox and provide the files when able.

Respectfully,

Immerion Casino Representative.

Dear gsol,

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 everyone,

Thank you, Romi, for the extension.

We are currently in the process of communicating with the KYC Department, as they have requested additional information regarding the wallet used for the deposit. As this transaction occurred some time ago, I am still working on locating the relevant wallet details. Therefore, I kindly request some additional time on this ticket in order to fully complete the KYC process.

Thank you for your understanding and assistance.

Dear gsol and Casino Guru,

Upon provision of the necessary documentation, player has completed their verification process successfully. We thank the player for their cooperation in this matter!

Respectfully,

Immerion Casino Representative.

Thank you, Immerion Casino, for the update.

Dear user,

Could you confirm to us whenever you receive your withdrawal, please?

Thank you.

Respectfully,

Romi

Dear gsol and Casino Guru,

The funds placed for withdrawal have been processed by Immerion fully. At the same time, the player chose to use some of the funds for gameplay at the same time. Currently, all pending transactions are completed and no funds remain on player's balance. We thank the player for patience and cooperation.

Respectfully,

Immerion Casino Representative.

Dear gsol,

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,
Romi
Casino.Guru