Immerion Casino – generell diskussion (sida 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.

Jag fick samma meddelande... Jag är en japansk spelare, men jag blev ombedd att skicka in mitt kontoutdrag på engelska för KYC-certifiering, vilket jag inte förstod... Just nu är det de gör ett specialiserat bedrägeri... Jag hoppas verkligen att dessa illvilliga kasinon stängs ner snart...

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?

Tack för att du kontaktar oss! Jag lämnade in ett klagomål omedelbart och har varit i tvist i ungefär två månader nu med hjälp av Pavel! Men under tiden, efter att jag lämnat in ett, blev jag ombedd att skicka in ett till, och det var en upprepning av samma sak... Jag tycker att det här är ett riktigt illvilligt casino. Jag tycker att det inte är något annat än en olägenhet för spelare att casinon som detta finns...

Jag tycker att Casino Guru borde ändra sitt betyg för detta casino så snart som möjligt för att förhindra att nya spelare faller offer för denna bluff.

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 allihopa 🙋🏻‍♂️

Uttag avbrutet – ingen transparens, bara fördröjningstaktiker. Jag har väntat i över två veckor på utbetalningen av mitt saldo på 3 000 €.

Betalningen gjordes den

27 maj 2025.

Sedan dess har supporten upprepade gånger informerat mig om att behandlingen kommer att ta "15 minuter till 24 timmar", då

"24 till 48 timmar" och senare "upp till 72 timmar eller längre".

Den 3 juni 2025 annullerades utbetalningen slutligen utan kommentarer, med den allmänna motiveringen att

"Rättvisetest".

Jag gjorde min insättning utan bonus och spelade uteslutande med mina egna pengar.

Jag har för närvarande inte längre tillgång till uttagsfunktionen, vilket innebär en godtycklig kontoavstängning.

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 enda förklaringen jag fick, jag använde ingen bonus. 17 dagar har gått nu.

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 låter precis som mitt fall, med ett tvistvärde på 3 000 euro. Jag får också ständigt höra att jag ska vänta på svar från spelleverantören – men utan några uppdateringar eller tydlig kommunikation. Det har gått över 17 dagar nu, och förseningen verkar nu vara avsiktlig. Jag förstår att vissa procedurer tar tid, men bristen på transparens är oacceptabel. Jag hoppas innerligt att det här fallet tas på allvar och löses snart.

Idag fick jag meddelandet att det nu kan ta upp till 30 dagar 😅.

Tyvärr bekräftar detta min misstanke om att de medvetet försenar saker. Transparens och tydlig kommunikation ser definitivt annorlunda ut. Jag har aldrig upplevt något liknande på något välrenommerat casino förut.

Eftersom donationer inte är tillåtna här, lämnade jag Casino Guru en ärlig och positiv recension 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.

Tyvärr är supporten väldigt förvirrande för mig eftersom jag får olika information och tidsramar.