Immerion Casino - プレイヤーの撤退が遅れています。

At the end of last year I registered on the immerion casino website and started playing there. Almost immediately I was given the status of a VIP player. At first everything went fine, I actively played in this casino, unfortunately I lost more, but if I won something there were no problems with withdrawing funds, though I usually had to wait a long time for withdrawals because my limit was 2k per day.

And so in mid-February I won $ 8,500 and put 2k for withdrawal and after some time these 2k returned to my balance in the casino and I saw a message that withdrawal is impossible and I need to contact support. After that I received a letter that in order to withdraw funds I must go through KYC by sending the requested documents. I sent all the requested documents more than a month ago, but my withdrawal is still blocked. Several times I contacted my VIP manager, but received formal replies that we are doing everything possible, etc. Almost a month and a half has passed and I have the impression that Imerion Casino is deliberately not unblocking my withdrawal of funds so that I lose everything, although all the requested documents were sent more than a month ago. I am attaching evidence with screenshots.

Dear ppll1234,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you are unable to request a withdrawal because your documents haven't been approved yet?

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?
• Have you provided all the required documents and in the correct format as soon as possible?

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

Hello Kristina.Thank you for helping me solve my problem.

I provided all the documents they asked for (ID, selfie with ID against the background of their website, the screenshot of a transaction from my crypto wallet). On February 28, I received a letter that all documents were accepted for review and if there are any updates, they will contact me, and so far there has been no response from the KYC service, but only replies from the VIP manager to my requests: "do our best to speed up this process......."

Thank you very much for your reply, ppll1234. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina. I sent you screenshots of the comunication with Immerion casino after the withdrawal of my funds from my account was blocked .

Thank you

Thank you very much, ppll1234, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Dear ppll1234, I've just reviewed your case and I’m sorry that you’re facing this challenge with verification. I will reach out to the casino and see what can be done to help you once they reply.

Dear Immerion Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, please confirm if you have received all the requested documents from the player. When can ppll1234 expect their account to be verified, considering the review has been ongoing for over a month already?

I look forward to hearing from you. If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia