Immerion Casino - プレイヤーの引き出しが遅延され、キャンセルされます。

So I made withdrawals here in the past but on Nov 6th I made a withdrawal for 150 cdn and it got cancelled and told me I need KYC. I got an email and I sent the documents needed to them. They said 2 weeks. Nov 13 or 14 th I asked support if I was verified and they told, if I can make a withdrawal I am verfied. Nov 15 i won 3080 cdn dollers which I withdrew max 1000 us dollers a day and it was cancelled. They said I need to send more documents which I did. They told me I don't need to send anything more but to wait another 10 business days. I have asked support what's going on and they told me they have nothing they know just email support. I have emailed support many times but nothing. Attacked is all the proof

Dear lloydo644,

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

i withdrew the money as I was told if I can withdraw I was verified by support chat. They cancelled it and ask for more documents so I provided

All my emails



I can't find the screenshot of the one they stated I don't need to send anything else and that if I can. Withdraw than I am verfied. That's why I could withdraw the 1400 the 1000 but they cancelled it and blocked me to wothdraw

And I worried cause bow the money I have seems like they are saying I must wager it in some bonus which obviously i don't have to wager since I already withdrew and that was clear cash I had

2028 is dollers about 2816 cdn dollers as of now

this is what it is saying now.. I have nothing to wager I dont even know how they could scam that bad

Let's just hope that fixes itself after I can make a withdrawal because I use to see this

which I can't see anynore

But as I said I was able to withdraw with no bonus on hand. They cancelled asking more KYC. I sent but they said another 10 business days after they told 2 weeks as of Nov 6

sorry so many screenshots and thank I'm so frustrated sorry

doesnt exist

is there anything i need to add Kristina as i still cant withdraw and no support helping me

Update support chat won't even chat me anymore. Says I'm number 1 but never comes talks to meu can see the times I try everyday

Update I got a reply

i have emailed them lots of times with no reply

Thank you very much, lloydo644, for your cooperation. 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.  

Hello lloydo644,

I am so sorry to hear your withdrawal hasn't reached you yet. 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 explain why the player's withdrawal has not yet been paid out and when he can expect the payment? Does the player need to provide any additional documents?

Thank you in advance for providing the information.

They have gotten the same documents I sent over a week ago 2 days ago again. It's justly the back of a card I used. How does this take 1 week to verify when they state 72 hour withdrawals. Look here I sent my documents for verfication on Nov 6th. And just two days ago. Like a month later they ask for a document I am missing which I sent over a week ago which was the back of my card I used. It's pretty obvious what's going on. Also I was told by chat support if I can withdraw I am verfied. That's why Nov 15 i withdrew 1400 cdn dollers which they cancelled right away and blocked my withdrawal and asking for back of my card which is so unimportant. Which I sent anyways but they asking me again now and make me wait I guess another 10 business days on top of the 20 business days that already past

i got an email today to do the documents I sent on Nov 6th again on Dec 3rd. After a month or KYC. I sent again but this is so ridiculous.

Hello lloydo644,

Thank you for your response and the information provided.

Let's wait for the casino representative to share their comments.

This is today email I responded

hey told me to patiently wait for over a month for KYC to withdraw

Dear lloydo644 and Casino Guru,

We have relayed all the information to our KYC Department.

Please be assured that your request is under review and will be addressed at the earliest opportunity.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

Immerion Casino Representative

Dear Immerion Casino,

Thank you for your response and the information provided.

Please, let us know as soon as you have any news regarding the player's withdrawal.

I'll be awaiting your reply.

Still nothing still can't withdraw it's now 3 days after a month and still can't get verfied to withdraw

Still waiting..

I have recieved another email today asking for more documents. I have sent it right away. Attach is proof. It's been since Nov 6th I sent my KYC and they still can't complete it.



A week later nothing

I have sent them all documents and asking them following up but they never say a thing till a week later asking more documents now. They will never let me withdraw

Dear lloydo644 and Casino Guru,

The client is still undergoing verification. We are awaiting the client's submission of the requested documentation.

We will ensure that they process your request as soon as possible.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

Immerion Casino Representative

Can u please ask them what documents cause I sent every single one u asked the same day reply. Attach is proof of last one u sent

More proof

The casino ask me a document. I sent it than try take a month a later to say they need more. They are only replying because I came here to talk about it every last hour they have too here.

Dear Immerion Casino,

Could you confirm whether the player has submitted all the necessary documents? If any are missing, please specify which documents the player still needs to provide.

I'll be awaiting your reply.

The last document they asked was the one I posted above. I sent different statements. One is my November paystub and one is my November bank statement I received in mail

Stefan I have sent them all and then weeks later they ask for a new document. I have shown all the proof here. They never respond. To me email and also I am missing money In my account now when I never played but it's only 30 us dollers. I don't care so much of that but more the KYC and withdrawal

They have told me they need more time for kyc. Can u please help me? They are taking 2 weeks again for 1 document I sent. It's been over a month and half now

I just received another email stating to show all my deposits I made to their casino this month. I'm I have not deposited this month or since Nov 15th when I won 3000 plus dollers and they blocked me. Are they serious

guru please help me. They are trolling me. All my documents they asked I gave and approved that's why they are asking me this and they know I didnt deposit since Nov 15th 2024

Dear lloydo644 and Casino Guru,

Today, our KYC department requested further information regarding one of the documents you provided.

Could you kindly confirm whether you received the mail? 

Respectfully,

Immerion Casino Representative

Lol yea u sent me asking me deposits I made this month look at it attach is proof. Duh I made no deposits this month. Why would I deposit when I have 3000 dollers in your casino since Nov 15

Casino guru please help me.. look at what they sent me. Makes no sense

One of the documents. Stop please. U are asking for another totally different document which obviously I would not have cause I never deposited this month. Why not show us proof I deposited this month. There no such thing as I have proof from support chat as well

Dear Immerion Casino,

Could you state why you are asking the player for deposits from this month? The player's issue has persisted since November.

I'll be awaiting your reply.

Well they changed the story.. got a email now asking for all deposits I made to the casino

After every document I sent they ask for a different one. This is like the 4th time.. then they take over a week to reply to each one. How long will this go on?

Why does my past deposits which I lost matter? The one I deposited and won. My last deposit I showed you. Casino guru what is the point of them asking me past deposits. 2 of which they already paid me.

so much personal info. I have sent them the documents.

Hello lloydo644,

Thank you for providing the documents. Your cooperation is much appreciated.

Dear Immerion Casino,

Could you state if there are any additional documents that need to be provided to verify the player's account?

I'll be awaiting your reply.