Hello,

I made a deposit using LTC and received the first deposit match bonus. I completed the wagering requirements and only played one slot during the entire session. After submitting all requested documents, my account was fully verified.

On March 23, 2025, I made my first withdrawal of €924 back to my LTC wallet. However, the next day, March 24, the withdrawal was rejected and the withdrawal option on my account was disabled.

When I contacted live chat on March 25, I was told the following:

  "Ezra 04:10 PM

  Your gaming session has been forwarded to the provider for checking. During this process, all withdrawal requests will be temporarily paused. Please be aware that the review typically takes up to 14 days, although it may occasionally take longer. We appreciate your patience and understanding during this time."

Today is April 9, 2025—15 days later—and my withdrawal options are still disabled. I have not received any email or meaningful update from the casino. Live chat continues to offer vague assurances, but no real progress or answers.

I do not understand what could possibly require over two weeks to review, especially since I made only around 20 spins on a single slot. This delay feels unreasonable and deeply concerning.

Please help me resolve this issue.

Thank you.

Dear emil091196,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and assist you effectively, could you please provide answers to the following questions?

• Could you please specify which slot game you played?
• Could you kindly describe the bet amounts you made while playing?
• Have you received any further communication from the casino since you last contacted them?

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

I only played 1 slot - Book of Lords by Amatic.

I made about 80 spins - 10 usd each.

No further updates till now.

Did you make sure to follow the maximum allowed bet rule while playing with the welcome bonus?

Have you received any updates regarding the casino’s investigation of your gameplay in the meantime? If so, please kindly forward me any relevant evidence or communication to [email protected].

Thank you for your patience and cooperation.

Did you make sure to follow the maximum allowed bet rule while playing with the welcome bonus? My bet was 10 euro maximum.

I forwarded you my recent email from casino.

Thank you very much, emil091196, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([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 emil091196,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Immerion Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Immerion Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Akkord34X 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

They hold my winnings for more then 2 month already! And still they not able to provide answer from KYC. Even here it takes weeks for them to reply!

Still no payment from the casino.

Dear Immerion Casino,

Could you please provide an update regarding the status of the player's verification, as well as any further steps planned toward resolving this issue?

Thank you for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Emil091196 and Casino Guru,

The player has successfully completed the verification process and is now eligible to withdraw their funds.

Respectfully,

Immerion Casino Representative

Dear Immerion Casino,

Thank you for this valuable update.

Dear emil091196,

As confirmed by the casino representative, please proceed with submitting your withdrawal request. Once you've successfully withdrawn your funds, kindly let me know.

Thank you.

Hello dear Immerion casino,

Please check the screenshot attached,

How can you explain that my withdrawal option are still not active?

Hello emil091196,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear emil091196,

I apologize for the delay in my response, as I was recently on sick leave. I'm now back and ready to proceed with the resolution process.

Thank you for sharing the screenshot. Could you please let me know if anything has changed since you posted it?

Hello Kubo. Nothing changed. ??

Dear emil091196,

Thank you for the update.

Dear Immerion Casino,

Could you please look into the player’s current issue? It has been three weeks since you confirmed that withdrawals were available, yet the player still appears unable to withdraw funds from his account.

I kindly ask you to investigate the situation and resolve any outstanding issues preventing the withdrawal.

Thank you for your cooperation.

Dear Emil091196 and Casino Guru,

We are still awaiting the selfies from the player to be uploaded to our platform.

Today, we sent a follow-up email containing detailed instructions.

Respectfully,

Immerion Casino Representative

Dear Immerion Casino,

Thank you for the clarification.

Dear emil091196,

Were you aware that the casino is currently waiting for you to submit the required selfies? To proceed with your case, I strongly recommend that you upload the requested photos following the instructions provided by the casino, which should have been sent to you via email.

Thank you for your attention to this matter.

Four days ago, after months of ignoring me, they finally replied to the old conversation by email—apparently expecting I would notice it there.

"Thank you very much" for informing us of this here in the complaint!

How does that even connect with your previous message where you said my account was verified? How do you explain this lie? Actually, there’s no need—I think it’s perfectly clear.

Do you intentionally wait for 2 weeks, then make a reply which means nothing, then wait another 2 weeks and so on? What about this reply you made 1 month ago:

"1 month agoDear Emil091196 and Casino Guru,

The player has successfully completed the verification process and is now eligible to withdraw their funds.

Respectfully,

Immerion Casino Representative"

Opposite to what the casino rep wrote 1 month ago - I was not able to make a withdrawal for 1 full month. Moreover - I was not able to get any comment about this fact from the casino. Let me remind you that I wait for the payment from Immerion casino for more than 3 months (!!!) already. This is unacceptable behavior.

Dear Immerion Casino,

I want to inform you that this is your final opportunity to resolve the pending complaint submitted by the player. Despite our previous communications, the issue remains unresolved.

I would also like to highlight that cases involving your casino have been taking an unusually long time to reach resolution. This creates a frustrating and negative experience for the players, which ultimately reflects poorly on both your operation and our platform.

Due to the growing number of ongoing complaints, this matter was discussed during our recent internal meeting, where it was decided that it requires immediate attention.

If we do not reach a satisfactory resolution within the next 7 days, we will proceed to close the complaint as unresolved.

Additionally, please be aware that failure to address this issue will result in a negative impact on your safety index, which will affect your overall standing on our platform.

We urge you to prioritize dealing with this situation and take the necessary steps to resolve it without further delay.

Thank you for your understanding.