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hello, on 30.01.2024, after 2 deposits, I made a withdrawal, after 12 hours of waiting I spoke to the people in the chat and suddenly they deleted my withdrawal and I received a message to perform KYC, I sent all the necessary documents and I was told that I have to wait 14 working days ♂️ 🤦🏻.. please help me, I have never come across anything like this

Dear edyytza,

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 list which documents you have already provided and when exactly did you send the last one?
• Did the KYC department of the casino directly inform you the check will take up to 14 days?

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,

Tomas

I have attached the pictures from the chat we had... I have sent the following documents:

1. Copy of your passport or driver's license.

2. Screenshot of a transaction from your crypto wallet.

3. Your photo with a passport in hand in front of Inmerion website

the documents were sent on 30.01.

Yes, and that department told me that it will take 14 days, I will attach a picture and that email from them

Dear CasinoGuru and Edyytza!

KYC procedures represent a standard practice implemented across all casinos.

Our dedicated KYC department diligently reviews submitted documents, ensuring completion within a 24-hour timeframe.

In this specific case, the provided documents were expeditiously examined and approved shortly after reception. However, it is imperative to note that we have forwarded the game session to the game provider for their thorough examination.

Acknowledging that the provider's scrutiny may extend to a maximum of 14 business days, we consistently endeavor to expedite this process on behalf of our valued customers.

Transparent communication remains a priority, and we have informed the client about the anticipated timeframe for the provider's examination.

Respectfully,

Inmerion Casino Representative

Thanks to both parties for your reply.

Dear edyytza,

Our policy at casino.guru, allows for a withdrawal procedure to take up to 14 days before we intervene on the player's behalf. If your documents were checked successfully, I believe it's only a matter of time before your gameplay is checked and you receive your payout.

I'll set up the timer for 11 days. Kindly inform us about any obstacles, or when you receive your payout. I'll await any news.

Dear CasinoGuru!

I would like to apprise you of the fact that Edyytza has formally requested to close his Inmerion account.

Consequently, the account closure process has been successfully executed, rendering any additional investigation unnecessary.

Thank you for your attention to this matter.

Resprectfully,

Inmerion Casino Representative

Thanks for the update to Inmerion Casino Representative.

We'll need the player's confirmation the money was received, otherwise without the player's input within the allotted time, we'll reject the player's complaint instead.

Dear edyytza,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.