The casino cancelled my withdrawal saying my bets are being reviewed by the game provider. The whole process isnt supposed to take longer than 2 weeks but it's been longer than that now and I am still unable to withdraw.

Dear bim900129,

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.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

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

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

Stay cautious and contact us directly if you have any doubts.

I have made withdrawals with this casino before. I haven't completed KYC yet. I have accumulated my winnings with a bonus.

Thank you for your reply, bim900129. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

The last succesful withdrawal with the casino was on January 30th and it was processed nearly instantly, I used USDT (crypto) to withdraw, it is the same method I have been using all along.

Have you recently contacted the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

I don't have records of the conversations as it was done through the websites "live chat" feature.

Thank you very much, bim900129, for your cooperation. I will now transfer your complaint to my colleague Martin ([email protected]), 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 bim900129,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Immerion Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which bim900129 can expect his withdrawal to be processed?

Dear him900129 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 Immerion Casino representative,

thank you for the update. I hope the issue will be resolved in the near future. Please let us know when any new developments arise.

It has been 77 days since my account has been under review, it was meant to take 2 weeks. It seems the casino is really dragging their feet with this issue... Please, get your act together. And why do you give the casino so much leeway, Martin? What's stopping the casino from delaying my withdrawals indefinitely by allowing them an unlimited amount of time to resolve this?

Dear casino representative,

as another week has passed, I would like to to ask you to update us on the proceedings. Has the KYC process been finished? Also, can you please give us more information about the aforementioned game provider check? Has it been cleared or is it also still ongoing?

Dear bim900129,

was your account under review when you requested your withdrawal? From your responses I can see that request was made on 23rd of March.

My account was only under review after I requested my withdrawal. My withdrawal request was on the 23rd of March, not 23rd of May.

Hello bim900129,

I apologize for the mistake, of course, I meant 23rd of March. You have mentioned however that your account has been under review for 77 days, so I just wanted to clear that up.

Dear bim900129 and Casino 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 Representativ

Dear Immerion Casino representative,

thank you very much for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until bim900129 confirms his withdrawals have been paid out.

Dear bim900129,

are you able to proceed with the withdrawal?

I have submitted the withdrawal request yesterday but I haven't been paid yet.

This is so annoying. The casino has cancelled my withdrawal again and is only requesting my KYC document now. This goes to show they have likely been intentionally delaying my payment. This dishonest behaviour is despicable. Anyway, I have submitted the document they have requested.

Hello bim900129,

I truly understand your frustration, as this is yet another delay, but KYC is an important part of casino gaming. In the meantime I can only advise you to remain patient and to not play through your funds anymore.

Dear casino representative,

please keep us updated on the verification process.

Dear bim900112 and Casino Guru,

We have forwarded all the information to our KYC department and will receive a response on Monday during office hours.

Respectfully,

Immerion Casino Representative

Dear casino representative,

thank you for informing us. We will be awaiting your response.

This has become infuriating! The casino has delayed my withdrawal YET AGAIN by asking for more KYC docs. When are the constant delays going to stop?! Why couldn't they ask for this from me at the same time they asked for my Passport?! They make me so angry with the constant delays. Anyway, I have attached multiple photos of the highest quality my device can take and have sent it to their KYC department as requested, I am sure at least one of the photos meets the requirements without bringing more delays.

Dear bim900129 and Casino 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

The casino is still refusing my documents, saying they aren't legible, this seems like yet ANOTHER delay tactic. I am going to upload the photos I have sent to the casino to show they are legible and that at least one of the photos support that the document is legible and that this definitely a delay tactic by the casino.

Dear bim900129,

I appreciate you are taking the initiative. However, I would like to ask you to please send the photos to [email protected], as we do not want to publicize your personal information. We will evaluate them and update the thread according to our findings.

I have forwarded the documents to you.

It's been over a week since I've sent the documents to the casino and have gotten no correspondence from them, could you please request a response from them?

Dear bim900129,

I have sent you an email with additional questions.

Dear casino representative,

please update us on the current status of the verification process.

Dear bim900129 and Casino Guru,

The player has successfully submitted his passport and selfies on our platform.

Please await communication from the KYC department, who will reach out to you shortly.

We will do our utmost to expedite this process.

Respectfully,

Immerion Casino Representative

Dear casino representative,

as more time has passed, I would like to ask you to update us on the current status of the verification process. Have there been any additional document requests?

Dear bim900129 and Casino 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 Immerion Casino representative,

please keep us updated on the process. I hope we will be able to close this issue as quick as possible.