The casino hasn’t verified my account since April 18th. I tried to withdraw my funds, but they requested verification. The support team isn’t resolving the issue, and the verification service isn’t responding to my emails—even though they keep sending me deposit offers

Dear fizruk1993,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal of funds from the casino.

To assist you more effectively, could you please provide us with the following details:

• What specific documents have you submitted for account verification?
• Have you received any notifications or messages from the casino regarding your verification status since April 18th?
• Have any of your documents been reviewed and approved?
• Can you confirm if you have checked your spam/junk email folders for any responses from the verification service?
• Have you tried reaching out to the support team via multiple channels? If so, what was their response?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

I sent the documents they asked for, and I

foreign passport, selfie with passport, selfie in the background of their website

After the 18th of April, I tore off a sheet of paper in which they asked me to take a selfie on the background of the site, but I took it and sent them this photo.

I didn’t delete the necessary information about the praise of the documents

Having submitted the sack to another service, there I rejected the evidence that I should save everything in order to be able to verify my documents as quickly as possible, but I don’t believe that I should save it.

Please forward me the documents you submitted to the casino for verification at [email protected], along with all the communication between you and the casino customer support regarding the verification of your account.

Could you also specify what types of games you played? Were they slots, live casino games, or did you place bets on sports only?

Hello

I send for you what you want

Thank you very much, fizruk1993, for providing all the necessary information. I will now transfer your complaint to my colleague Martina ([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.

Dear fizruk1993,

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.

Hello

Immerion casino verify my account and i withdraw my cash

Dear fizruk1993 and Casino Guru,

The player successfully passed verification and withdrew his funds.

Respectfully,

Immerion Casino Representative

Those are great news! Thank you Immerion Team for the update.

Dear fizruk1993, can you please confirm you received your withdrawals? Thank you

Dear fizruk1993,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
www.kpvfaw.com