The player from Germany faced issues with a canceled payout after waiting a week, with the casino citing 'fairness verification' as the reason. He had no options to withdraw his funds at that time. The Complaints Team intervened, contacting the casino to request clarification on the withdrawal issues. After some communication, one payout of €1,000 was successfully processed, but two additional withdrawals were later canceled, and the withdrawal function was blocked again for a fairness review. The player ultimately decided to close his case due to ongoing frustrations and a lack of resolution, expressing dissatisfaction with the casino's practices.
Immerion Casino - Player's withdrawal has been delayed.
Amount: €3,000
Immerion Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.4
Immerion Casino has a Safety Index of 7.4, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
1 week ago
Public
Public
1 month ago
Translation
I've been waiting for my payout for a week. I was promised several times that it would be processed soon. However, as of today, the payout has been canceled – citing "fairness verification."
(Deposit without bonus)
I currently have no option to withdraw.
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Public
Complaint Specialist
Public
1 month ago
Dear romanknauz89,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation, could you please provide more details? Here are some questions that may help clarify the issue:
- Did you receive any specific communication from the casino regarding the reason for the 'fairness verification'?
- What types of games did you play? Were they slots, live casino games, or did you place bets on sports only?
- Have you made any successful withdrawals from this casino before?
- Could you please confirm if you passed the full KYC verification?
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.
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1 month ago
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No, I haven't received a specific explanation. The payout from May 27, 2025, was canceled without comment, as were subsequent payouts. When I inquired about this, I only received standardized answers from support, without providing any details or a deadline.
I played exclusively slot machines. I didn't use any bonus offers and adhered to the game rules.
This was my first requested withdrawal.
No KYC documents were requested.
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1 month ago
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Although there is a "Terms and Conditions" menu item on the immerion1.com website, it does not lead to any content or open any terms and conditions.
As a player, I therefore have no way of knowing the applicable rules and consider the current "fairness check" of payouts to be arbitrary and non-transparent.
I request that this serious circumstance be taken into account when processing my complaint.
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4 weeks ago
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I was informed today via support that the 14-day fairness review was initiated on May 27, 2025, and according to my calculations should be completed on June 9, 2025.
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3 weeks ago
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After 2 weeks nothing happens, just excuses, scammers.
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Public
Complaint Specialist
Public
3 weeks ago
Thank you very much, romanknauz89, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([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.
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Complaint Specialist
Public
3 weeks ago
Hello there,
Thank you romanknauz89 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 the issue is with the withdrawal and what we can do to help the player receive their winnings.
Thank you!
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3 weeks ago
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When I contacted chat support today and mentioned that I would be filing a complaint with the Malta Gaming Authority, I was immediately removed from the chat. My registered email address was blocked ( ) Safety index high ??
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3 weeks ago
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It is just being delayed and the evidence for this complaint is being extended again and again; 24 hours has now become 1 month.
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3 weeks ago
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After 14 days of fairness testing, there is still no payment and only stalling.
18 days have now passed.
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3 weeks ago
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I've been waiting 19 days for the payout!
The casino has been delaying my payout for weeks, constantly coming up with new excuses.
Simple questions about game verification or processing time are answered with only meaningless standard phrases.
I don't know what to do anymore. As a player, it seems suspicious to me that the casino has a high security rating.
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3 weeks ago
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This constant procrastination is simply ridiculous and absolutely unacceptable. I fully understand the review process, but what's happening here seems like a deliberate delay.
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3 weeks ago
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I have now also reported the case to the Gaming Control Board (GCB).
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3 weeks ago
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After repeated inquiries, I received this email.
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Casino representative
Public
3 weeks ago
Dear romanknauz89 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
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2 weeks ago
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After the casino representative's response, I saw that my withdrawal function was no longer blocked. I then initiated three withdrawals of €1,000 each to my private bank account. However, withdrawals to the same bank account with which I had deposited (Revolut/Visa) were not possible. The casino's withdrawal history currently only shows two withdrawals of €1,000 each. Therefore, I contacted support, who informed me that the third withdrawal was still being processed. This is the current status.
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2 weeks ago
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Important update:
It's been more than 24 hours since you notified me that my €1,000 withdrawal was processed. However, to date, no money has been deposited into my account.
Furthermore, the payout is neither visible in my game history, nor have I received a confirmation email or a transaction number.
Support claims the payout was "made," but can't provide me with any proof or details.
Instead, I only get vague statements like "most likely the problem has already been solved."
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2 weeks ago
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I've been waiting for my payouts since May 27, 2025. As of today, June 18, 2025, none of the transactions have been completed correctly. This ongoing delay and lack of transparency are not only frustrating, but increasingly stressful.
In the meantime, my withdrawal function was blocked for about two weeks, with the statement that a so-called fairness review was being conducted. However, this review was neither explained nor officially confirmed to me. After my case was publicly reported to Casino Guru and a representative of your company responded, the withdrawal function was suddenly available again – without any notification or result of this alleged review. This procedure is incomprehensible to me and seems extremely dubious.
According to your statement, a withdrawal of €1,000 was completed on June 16, 2025. However, no money has yet been deposited into my bank account. Furthermore, there is no record of this withdrawal in the history; there is no transaction number or email confirmation—the amount has simply been deducted from my gaming balance.
Two further payouts, also €1,000 each, are visible in the history, but have only been listed as "processing" for days – with no progress or concrete information.
Communication with support has so far been vague and non-transparent. I haven't received any verifiable evidence of allegedly executed withdrawals, nor any clear statement on the processing status.
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2 weeks ago
The amount of €1000 was deducted from my account on June 16, but I have still not received it on my bank account.
There is no confirmation, no transaction ID, and nothing visible in the payout history.
Whenever I ask for clarification, I get the same generic response that it’s being "processed" or is "in the maintenance queue". I still don’t know where the money is, and this is unacceptable after so many days.
The other two withdrawals of €1000 each are still marked as "being processed" for several days now. Again, there is no clear communication or timeline.
Please provide a clear explanation and proof of the payout.
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2 weeks ago
Translation
Payout update ??
This morning, a payout of €1,000 arrived in my bank account – after a total of 23 days of waiting.
Two further payouts of €1,000 each are still pending.
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Complaint Specialist
Public
2 weeks ago
Dear romanknauz89, Thank you very much for the update. We will keep this complaint open until you confirm all your withdrawals have been successful. Please keep me informed about any further developments.
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2 weeks ago
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Okay, as I already reported, I received €1,000 today.
There are still two payouts outstanding.
After I contacted support, the payout from June 16, which was previously invisible, is now displayed and marked "Processing" – just like the other payout from June 17.
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2 weeks ago
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Payout update:
Unfortunately, the remaining payouts were canceled again ?? the payout function is unfortunately blocked again, after asking support I was told that the payouts are being checked for fairness again.??
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2 weeks ago
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Please close my case
Dear Casino Guru Team,
I would like to request that you close my case. The two outstanding withdrawals were canceled by the casino. After contacting support again, I received another message stating that the withdrawal would have to undergo a "fairness review." Furthermore, my withdrawal account was blocked.
I lost a total of €2,000 as a result and have now closed my gaming account permanently. After almost a month of constant repetition and a lack of resolution, I lack the strength and patience to continue dealing with this behavior. In my opinion, this is deliberate and extremely unfair.
Nevertheless, I would like to thank you very much for your support and commitment in my case.
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