The player from Germany encountered issues with a withdrawal that remained in her casino account as the gaming provider reviewed it for fairness. She felt frustrated regarding the delay. After multiple communications about the verification process, the casino's anti-fraud team confirmed that the check had been successfully passed. As a result, the payment was expected to be processed soon. The complaint was marked as resolved once the player confirmed receipt of her winnings.
Immerion Casino - Player's withdrawal is delayed.
Amount: €226
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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1 month ago
Translation
Hello, dear team, my withdrawal of €226 is in my casino account, and the gaming provider is reviewing it for fairness. Support wrote to me about this. I understand your frustration; I would be too. I really don't understand anything anymore. It's unacceptable that my withdrawal isn't possible. This isn't about verification. I've never experienced anything like this before. That I'm now being subjected to verification. To me, this is fraud, and they're trying to keep me waiting with the payout. I can't imagine it any other way. Please help me get my winnings of €226.00. Best regards, Kim
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Complaint Specialist
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1 month ago
Dear Player,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Immerion Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise whether your account is accessible to you? Can you log in?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- When was the last time you were in contact with casino support and what did you discuss?
- Could you please share with me your communication with the casino regarding the verification of your activity? Send emails or chat transcripts to my email at [email protected], or post screenshots here
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
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1 month ago
Translation
Hello dear team, I took a screenshot of everything I wrote in the chat last night to be on the safe side.
I only played slots, and only the older ones and a few new ones. I didn't play any bonuses. I deposited my own money. I just checked my account and there's €226.20 and 0.20 cents (probably cashback). I won't be playing any of that.
Best regards, Kim
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1 month ago
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Hello dear team, I find it very strange that I can make a deposit at Immerion Casino. The site is approved. But when I withdraw, I get this text about the Fair Play verification. It all just doesn't add up at Immerion. Deposits always work, but when I want to withdraw my winnings, suddenly nothing works anymore. Best regards, Kim3112
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1 month ago
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Hello, dear team, I cannot understand or fathom how the security factor at Immerion Casino can be so high. That cannot be true if you read all the reviews. There can be no security in this casino. I played there for the first time because I based my decision on the security index and I had a complete disaster with my payout. Fair play with this review. It is not normal that so many players are affected by this. Immerion Casino should be reviewed and updated. In my personal experience, the casino is not even worth a star. I am so disappointed in them. No more people should fall for it. I hope you can help me get my winnings.
Best regards, Kim 3112
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1 month ago
Translation
Hello, dear team, today I just noticed that Immerion Casino doesn't even have any terms and conditions. There's no imprint, etc., which I find very strange. It should be there, with these fair play checks. But there's nothing. It doesn't even open a page. But the security rating is so high. How is that possible? There must have been a major mistake.
Best regards, Kim 3112
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Complaint Specialist
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1 month ago
Thanks for your replies.
I assure you, the casino has the terms and conditions available on its website, accessible here:
https://immerion3.com/main-info/terms-using
- Has the casino since approved your account for withdrawals?
Please let me know
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1 month ago
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Hello Thomas, thanks for the terms and conditions.
The casino still hasn't released the payout. It says the same thing as it did days ago with this verification...
The amount of €226.20 plus 0.20 cents is visible in the account. This is all a delaying tactic to delay the payout. I could make deposits immediately, but they can wait a long time for them. They also constantly send me bonus offers via email. I don't respond to them. I want my winnings and hope Casino Guru can get them to me as quickly as possible. Thank you for your help. Best regards, Kim3112
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Complaint Specialist
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1 month ago
Thank you very much, Kim3112, for providing the necessary information. I will now transfer your complaint to my colleague Martina ([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.
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Casino Analyst & Complaint Specialist
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1 month ago
Dear Kim3112,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Immerion Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?
Thank you in advance for providing the information.
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1 month ago
Translation
Hello, thank you! Today I received an email from Immerion Casino. It's strange that it was after exactly 14 days. The gaming provider needs another 14 days for verification, and it takes 30 days in total. I'm starting to find this impossible. They've blocked withdrawals. As I said, I keep getting bonus offers, and I'll be able to make a deposit. But I won't. I want you to pay out my winnings. Best regards, Kim3112
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Casino Analyst & Complaint Specialist
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1 month ago
Dear Kim3112,
I completely understand how frustrating it must be to wait such a long time for your funds. Please know that when the delay is on the payment provider's side, the casino has very limited influence over the process. Unfortunately, it can sometimes take as long as they require to complete the verification.
That said, I sincerely hope we’ll receive an update very soon.
Thank you for your patience and understanding.
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1 month ago
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Hello, this isn't about verifying my account. I'm being verified by the game provider, and for me, this is just a delay. It's taken a total of 30 days. 16 days have already passed, and nothing else has happened. Best regards, Kim 3112
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Casino representative
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3 weeks ago
Dear Kim3112 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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3 weeks ago
Translation
Hello, thank you for your efforts. I've read the response from immerion. It keeps getting delayed. According to immerion3.com, the game provider's verification should be completed in a week. I'm really fed up with this nonsense. I hope you manage to collect my winnings or get paid out. Best regards, Kim3112
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Casino Analyst & Complaint Specialist
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3 weeks ago
Thank you for the info Immerion Casino, please let us know what the KYC department′s statement will be as soon as possible!
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Casino representative
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2 weeks ago
Dear Kim3112 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 Representative
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Casino Analyst & Complaint Specialist
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2 weeks ago
Thank you Immerion Team for the update!
Dear Kim3112
At this point it should only be a matter of time before the payment reaches you.
I will keep this complaint opened until your confirmation regarding successful withdrawal.
Please let me know as soon as you receive the payment.
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Casino Analyst & Complaint Specialist
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Kim3112,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Martina
