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Dear Casino Guru Team,

I am reaching out to formally lodge a complaint against Immerion Casino due to serious issues I’ve encountered regarding withdrawal delays and the complete lack of communication from their support team.

I initiated a withdrawal of 1943 on 2025.04.12 , and as of today, I have yet to receive the funds. According to the casino's stated terms, withdrawals should be processed within a reasonable timeframe, but this deadline has long passed without any explanation or update.

To make matters worse, I have attempted to contact Immerion Casino’s customer support multiple times through various channels (live chat, email, and/or phone), but I have received no response whatsoever. This lack of communication is extremely frustrating and raises serious concerns about the platform’s reliability and transparency.

I am requesting your assistance in mediating this issue and helping me receive the funds that are rightfully mine. I am prepared to provide any documentation or evidence you may require to support my claim.

Thank you in advance for your help in this matter.

Sincerely,

Dear Zolkaa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• When was the last time you were in contact with casino support, and what did you discuss?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

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

Best regards,

Tomas

Dear Tomas,

Thank you for your response.

In regard to your questions:

As far as I am aware, there is no KYC verification process required by the casino in my case, and I have not been informed or prompted to complete any such verification.

I accumulated my winnings using my own deposited funds, without the aid of any bonuses.

Unfortunately, I have not been able to reach a human support representative. I have only interacted with the automated chatbot, which was unable to assist me or escalate my concern.

I primarily played the game "Big Bamboo" to accumulate my current balance.

I hope this information helps clarify my situation. I would appreciate any further assistance you can provide to help resolve this matter.

Best regards,

Zolkaa

Dear Zolkaa,

Would you be able to share with me the communication with casino support confirming you have attempted to resolve the issue in the past?

Please share the communication with me at tomas@casino.guru or post screenshots here.

I apologize for the inconvenience.

I still didn’t get an answear

Thank you very much, Zolkaa, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Zolkaa for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Immerion Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Dear Zolkaa 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 Zolkaa and Сasino Guru,

Please be advised that we have received a response from the provider.

Our anti-fraud team has no further questions for you, and the check has been successfully passed.

Respectfully,

Immerion Casino Representative

Thank you very much for the update Immerion Casino representative.

Dear Zolkaa, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I am writing to inform you that I have received an email regarding the KYC process. I have submitted all the requested documents as instructed. I am waiting for approval

Dear Zolkaa,

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.

Dear Casino Guru and Immerrion Team,

I am following up regarding my KYC verification. My passport was previously rejected, but I have since submitted new, clearer images for review. I am still waiting for confirmation

Dear Zolkaa and Сasino Guru,

We appreciate your patience regarding the lengthy verification process.

The KYC department is currently reviewing all the documents you have recently sent.

I can confirm that the processing of your application will commence without delay.

Respectfully,

Immerion Casino Representative

Dear Player,

We have not yet received a response to our request for selfies, which was communicated to you via email.

We kindly ask for your prompt attention to this matter in order to facilitate a quick resolution of the complaint.

Respectfully,

Immerion Casino Representative

I just sent the kyc verification waiting for response.

Dear Zolkaa and Сasino Guru,

We are still awaiting the latest paperwork from you, specifically the information from the bank.

We look forward to your prompt response.

Respectfully,

Immerion Casino Representative

Dear Zolkaa,

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,
Peter
Casino.Guru