Immerion Casino – generel debat (side 14)

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Hello. I have a problem with withdrawing money at Immerion Casino. Please help me. I haven't been able to withdraw money since mid-April. They are deliberately delaying the procedure. All documents for verification were sent a long time ago. Kyc doesn't respond to emails. Please help. This is abnormal. In all casinos, all procedures take 2-3 days. And here I have been waiting for my money for almost 2 months.

Hello, I'm sorry for the situation you are in.

Let's try to get to the bottom of what might be going on. When you said you sent the documents to KYC, were you successfully verified or not? That's probably the most important thing to get your money.

Did the casino also say why they keep dragging it out and why it's taking so long? Is there something that you send around and it's still not good for the casino?

Every procedure takes too long. It seems like it's being deliberately delayed. I've been waiting for a long time for the Kyc documents to be approved. They ask for one document, two weeks later another, two weeks later another... When they could write down what they need in one letter.

And KYC has not even notified or confirmed the documents. They do not provide any information. I have written them many letters and have not received any answer, whether any documents are missing and when they will be confirmed.

Jeg modtog den samme besked ... Jeg er en japansk spiller, men jeg fik besked på at indsende min kontoudtog på engelsk for at få KYC-certificering, hvilket jeg ikke forstod ... På nuværende tidspunkt er det, de laver, specialiseret svindel ... Jeg håber virkelig, at disse ondsindede casinoer snart lukkes ned ...

I asked support for help maybe 20 times and got the same answer: we apologized for making you wait so long, we asked Kyc to be faster. But nothing changed.

I got it. It's a pity that you filed a complaint only now because I believe that if it's a little earlier we might be closer to contacting the casino. 

I would say that as a player I would also like to get a full list of documents to provide and not a different document to send every week. Especially if you don't know at all what the result is and if everything is in order. 

But there is nothing for us to do but wait for the complaint and hopefully it will be resolved.

Hello, so it's not exactly unusual what the casino asks from you, but is it the same that they keep asking after a week for some other document or just this one so far? How long does the verification take for you?

Tak fordi du kontaktede os! Jeg indgav en klage med det samme, og har nu været i konflikt i omkring to måneder med hjælp fra Pavel! Men i mellemtiden, efter jeg havde indsendt en, blev jeg bedt om at indsende en ny, og det var en gentagelse af det samme... Jeg synes, det er et virkelig ondsindet casino. Jeg synes, det er intet andet end en gene for spillere, at casinoer som dette findes...

Jeg synes, at Casino Guru burde ændre sin vurdering af dette casino hurtigst muligt for at forhindre nye spillere i at blive ofre for denne svindel.

I'll start from the end and thus the rating, it changes depending on various things but also with the complaint. If the casino didn't solve it and we were on your side, then it would go down. Anyway, I see that it is still going on and one month is a long time in my opinion. 

But Pavel will continue to assist and I hope until it ends positively. I would be happy if it could be sped up or I don't know how much to do about it. 

So I will have to wait for your next update. 

Hej alle sammen 🙋🏻‍♂️

Udbetaling annulleret – ingen gennemsigtighed, bare forsinkelsestaktikker. Jeg har ventet i over to uger på udbetalingen af ​​min saldo på €3.000.

Betalingen blev foretaget den

27. maj 2025.

Siden da har supporten gentagne gange informeret mig om, at behandlingen vil tage "15 minutter til 24 timer".

"24 til 48 timer" og senere "op til 72 timer eller længere".

Den 3. juni 2025 blev udbetalingen endelig annulleret uden kommentarer med den generelle begrundelse, at

"Retfærdighedstest".

Jeg foretog min indbetaling uden bonus og spillede udelukkende med mine egne penge.

Jeg har i øjeblikket ikke længere adgang til udbetalingsfunktionen, hvilket svarer til en vilkårlig kontosuspendering.

Hello,

Following all the procedures, have you only received feedback regarding fairness? Uhm, I'm glad you submitted the complaint because, in my opinion, you deserve to understand what went wrong or what the casino believes happened. Did the—let's call it a "statement"—mention "any specific rules, for example?

Det var den eneste forklaring jeg fik, jeg brugte ingen bonus. 17 dage er nu gået.

I see now. Feels like the very situation players have been describing at other casinos with relation to this one, if I'm not very mistaken here. In my personal opinion, this is a sort of tactic. I'm not saying it is a scam, but I honestly find it difficult to believe that, coming out of nowhere, several casinos within a group send each considerably lower sum to be investigated by the game provider.

"The player from French Guiana is facing issues with a blocked withdrawal that he requested two weeks ago after playing at Immerion. He is repeatedly informed that the game provider is reviewing his session, which is taking longer than the promised 15 days, and has not received any responses to his emails."

Disputed amount: €1,722

Sounds familiar?

It is at least weird.

Sadly, we have to give the casino a chance to collect the game provider's resume.

Ja, det lyder præcis som min sag, med en tvist på €3.000. Jeg bliver også konstant bedt om at vente på et svar fra spiludbyderen – men uden opdateringer eller klar kommunikation. Det er over 17 dage siden nu, og forsinkelsen synes nu at være bevidst. Jeg forstår, at visse procedurer tager tid, men manglen på gennemsigtighed er uacceptabel. Jeg håber inderligt, at denne sag bliver taget alvorligt og løst snart.

I dag modtog jeg beskeden om, at det nu kan tage op til 30 dage 😅.

Desværre bekræfter dette min mistanke om, at de bevidst forsinker tingene. Gennemsigtighed og klar kommunikation ser bestemt anderledes ud. Jeg har aldrig oplevet noget lignende på et velrenommeret casino før.

Da donationer ikke er tilladt her, har jeg givet Casino Guru en ærlig og positiv anmeldelse på Trustpilot. 👍

I have to say that I have never seen so many similar situations involving game providers like I did with those two casinos. Perhaps I'm not objective here, but I believe that the casino should show more transparency and care to paying customers. Of course I have no idea what keeps triggering so many checks; maybe there has always been a very good reason. On the other hand, a polite and cool approach can at least make the player feel that things are not that negative.

I sincerely hope this investigation won't take that long.

Oh, that's lovely and I would take that as a commitment for the future, though. You know the complaint is still active and it would be weird if something went wrong... 😀

Let's see what the casino has to say in the complaint, of course. I believe it is their turn now.

Desværre er supporten meget forvirrende for mig, fordi jeg får forskellige oplysninger og tidsrammer.