I have been waiting two months for my winnings with this casino. In the beginning of May 2025 I deposited a little more than $100 with Immerion. They matched the deposit. I proceeded to play slots and I lost all of my original money. After the original funds were depleted I used the bonus money to make bets. I was really doing well. By the end of the night I had turned that 100 into 2500! Naturally, the next day I contacted Immerion to arrange for the winnings to be sent to my bank. I was informed that the most I could win was 10x the total amount of money they gave me. I was a little disappointed but that meant that I would still get around $1000. Every day I would check and they would tell me to wait 14 days then 30 days and now who knows how much longer. To add insult to injury, they even sent me a letter on May 16 2025 which said, " If as a result of the provider check, it is determined that you did not violate the rules and won fairly, you will be able to withdraw the funds. Unfortunately, there is currently no way to speed up the verification or to unblock withdrawals before it is completed." So now here we are with no money paid out and no answers as to what I should do next. Please help!

Dear gregde86,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, I would like to ask a few clarifying questions:

• What types of games did you play?
• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Have you passed the full KYC verification?
• Have you made any successful withdrawals from this casino before?
• When was the last time the casino communicated with you regarding the investigation of your account?

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

Best regards,

Veronika

Please note that www.kpvfaw.com will never request payments or ask for access to your accounts. If anyone claims to be a www.kpvfaw.com representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

What types of games did you play?

slots

Could you please send me a link or a screenshot of the bonus you activated and played with?

I do not have that but I was playing with bonus funds they provided. These had a play through multiplier which I met.

Have you passed the full KYC verification?

That is the step I am in. I’ve been in this step for a month.

Have you made any successful withdrawals from this casino before?

yes two times before but they were small and were from my funds and not promo funds.

When was the last time the casino communicated with you regarding the investigation of your account?

june 12 they sent this. "Dear Player,

Your documents were received and sent for the review.

We appreciate your patience and understanding during this time.

In case of any updates, you will be immediately informed via email, thank you for waiting in advance."

I would also like to mention when I attempted to contact the casino via email I had my mail returned. Upon further investigation it appears that Immerion has blocked my IP. So now there is no way to complete KYC verification.

Thank you very much, gregde86, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, gregde86!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Dear Gregde86 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

Hi Immerion, thank you so much for getting back to me. When I made my first two withdrawals from your casino, they were processed almost overnight, which I really appreciated. The $1,020 withdrawal was made using bonus funds, but I’m confident I met all the playthrough requirements. As of July 3, this request will have been in process for 60 days, which feels much longer than usual. I’m hopeful things will be resolved soon—fingers crossed!

Greg