Complaint #82 Immerion Casino

KYC for the 3 time

By Volker K.

1 year ago

Me again for the 3 time Immerion casino ask me for the KYC papers .

Thy even ask me for a selfie of me with my ID in hand and on the background the side of Immerion casino . How often do i have to send my documents ?????

The problem I have with Immerion Casino is that every time I make a withdrawal, my account gets blocked for withdrawals. My account was verified for the first time in December 2024. In the meantime, I have already made several withdrawals. In April, my account was blocked again for more than 40 days, this time supposedly by the provider for a withdrawal of 500 euros. This was also resolved by you. Then on 11 July, my account was blocked again for KYC documents until 2 August, and now on 5 August, KYC documents again??? Is this still normal??

Can you help again ??? This time it is 700eu that I tride to withdrawal but they block my account again for withdrawal.

Disputed Casino Immerion Casino

Reason Verification issues

Amount $814.9

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

volker61

• Belgium

1 year ago

hi de withdrawal is compleet it is ok . to immerion casino if you want to become the biggest casino then make sure this nonsense doesn’t happen anymore
Thanks ASKGAMBLERS

AskGamblers

• Support Team

1 year ago

Dear @volker61,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Immerion Casino

• Representative

1 year ago

Dear VOLKER61 and ASKGAMBLERS,  

The latest withdrawal, requested on August 22nd, was processed successfully after the completion of the KYC procedure.

Should any other information be required, please feel free to contact us.

Respectfully,
Immerion Casino Representative

Immerion Casino Complaint Stats

Resolved 60 / 60

Avg. Amount $3,397

Avg. Complaint Duration 18 days

Avg. Response Time 3 days

Immerion Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 59 out of 59 complaints in this category have been resolved.

This operator's average complaint duration is 18 days, while the average duration across all operators is 8 days.

Immerion Casino Complaints

See all complaints for this casino

Allowed loss of funds 1 month after self exclusion request was submitted

Dear AskGamblers Complaint Team,

I am submitting a formal complaint against Immerion Casino due to a severe failure to execute a self-exclusion request, which directly resulted in a financial loss of €200 on October 12, 2026.

Timeline of Events:

September 7, 2026: I registered an account with Immerion Casino, made an initial deposit of €100, and lost the full balance. Recognizing the need to stop playing, I immediately initiated a Live Chat with customer support requesting a self-exclusion on responsible gambling grounds.

September 7, 2026 (Follow-up): Live chat support directed me to send an email request to [email protected] to finalize the self-exclusion. I sent an email to this address on the same day explicitly requesting self-exclusion and closing of my account.

September 7 – October 12, 2026: Despite my explicit request for self-exclusion, my account was left open. Furthermore, I continuously received promotional and marketing emails from Immerion Casino during this period, enticing me to return and deposit.

October 12, 2026: Because my account remained fully active and accessible despite my self-exclusion request, I logged in and deposited a total of €200, which was subsequently lost.

Reason for Complaint:

Under industry standards and Responsible Gambling principles, once a player requests a self-exclusion, the operator is obligated to immediately block access to the account, cease all marketing communication, and prevent any further deposits.

Immerion Casino failed in its duty of care by:

Failing to block my account upon receiving my written self-exclusion request sent to [email protected].

Continuing to send direct promotional communications to a vulnerable/self-excluded player.

Allowing subsequent deposits to be made on an account that should have been restricted weeks prior.

Desired Outcome / Requested Resolution:

I request a full refund of €200 (the amount deposited and lost on October 12, 2026, after my self-exclusion request was submitted), alongside the immediate and permanent closure/self-exclusion of my account and removal from all marketing mailing lists.

67h left

€200

Withdrawal times not honored

The casino does not keep up their withdrawal speed they state in their T&C. In their T&C they claim to have a daily withdrawal limit of 1000USD. For me, they process withdrawals much slower (only 500USD last week). With this withdrawal speed it will take exactly 88 weeks (22 months) for me to withdraw my whole balance. That is an unacceptable rate and I want the casino to process withdrawals as described in their T&C.

Resolved

$40,000

Each time I contact support, I am told to wait a little longer

I am submitting this complaint regarding a delayed withdrawal at Immerion Casino.

I submitted my withdrawal request approximately 65 hours ago, and as of the time of writing, the funds have still not been paid out. I understand that casinos may require some processing time, but the delay has become excessive, especially considering the information I have received from customer support.

During the past several days, I have contacted support multiple times to inquire about the status of my withdrawal. On several occasions, support agents assured me that my withdrawal had been marked as a "priority withdrawal" and that the matter had been escalated to the relevant department. Unfortunately, despite these assurances, there has been no visible progress and I have not received my funds.

What concerns me most is the lack of consistency between the promises made by support and the actual outcome. Each time I contact support, I am told to wait a little longer, yet the withdrawal remains pending. At this point, I am beginning to question whether the priority status mentioned by support was ever applied or whether the withdrawal is being processed at all.

My withdrawal request is 130€. Seems like a total scam platform to use...

Resolved

€130

Long pending withdrawals are extremely difficult for me psychologically

I am submitting a complaint regarding two withdrawal requests on Immerion Casino in the amounts of 400€ and 422€. All other casinosed used to pay just in few min and money was on bank account. While here support keeps extending the timeframe from 24 hours to 48 hours and then up to 72 hours. This situation has caused significant stress and concern, especially after reading many negative reviews from other players reporting delayed or unpaid withdrawals.
I have already contacted support multiple times but I am only receiving repeated generic responses without a clear explanation or estimated payment time.
Because of my gambling addiction history, long pending withdrawals are extremely difficult for me psychologically, as they increase anxiety and temptation to cancel withdrawals and continue gambling. I specifically requested these withdrawals to secure my winnings and stop playing.
I kindly ask AskGamblers to review this situation and assist in ensuring that my withdrawals of 400€ and 422€ are processed and paid successfully.

Resolved

€822

They keep doing this

So I should have maybe stopped playing when they did this the first time but I actually enjoy the site.

So I have deposited a lot on Immerion and finally hit a big win or 2 then Immerion tell me ‘withdrawal not possible, your gameplay is being reviewed by the game provider to ensure fair play’.
I have never had this on other sites but yet Immerion do it regularly it seams and it’s genuinely unfair. The support staff tell me it’ll take 2 weeks but could take longer. I took a long brake from Immerion then returned today to try my 25free spins, only for this to happen to me again. I was a loyal player who deposited a lot and I don’t get why they prevent small wins and loose loyal players especially when it’s not even much I won this time.

Rejected

$513

Never recieved withdrawel

Hello, on or about the 17th or 18th of March 2026, I deposited litecoin to Immerion Casino. I took a bonus the casino was offering as well at this time. After playing for a few hours, I had accumulated over $1000. I decided I would put in for 2 withdrawels because that is the casinos rule for this amount to be cashed out. So i made one for like $495.00 and the other for like $500. Within 48 hours one withdrawal was processed and pending count into my litecoin wallet. A few hours then go by and I began to wonder when the other would be arriving. So, i got on the chat of the casino support team asking this very question. A live customer service agent responded ensuring me that the other withdraw looked perfectly fine just as the one sent and would also be coming through shortly as it was at that time being reviewed and processed. He said I'd see it shortly to be exact. Another 24 hours go by and still no second withdrawal. So I hit up chat again about this withdrawal. A different customer service agent responds again assuring me the same information as the last live agent did over 24 hours ago. After reaching 72 hours of what the casino had told me would be the extent of time I would have to wait for my withdrawal, I went into chat to discuss this matter once again. This time the agent said my count of 72 hours was incorrect but not to worry because the following night would be 72 hours and he had done expedited my withdrawal, and it would certainly reach me before that night's 72-hour mark because it had already been reviewed and was in processing. After the following night had come and gone, I went on customer service chat once more and began to type all of this situation out when I realised I was being completely ignored and the live agent was reading but ignoring my complaint completely. I then this morning after waking up looked for a response from them and saw nothing and took screenshots and began this complaint.

Resolved

$995

2970 cad held 3 months waiting for stalled verification

Hi AG :),

Thank you so much for your service. (I have received permission from Customer Support Team <[email protected]> to send you this message.

This is a follow-through on a complaint I started last month, but then I cancelled because the casino had finally written me.)

So on 24.11.2025, I attempted a withdrawal of 11.6955 LTC. Like the other complaints on your site about this casino, they have been, compared to the industry standards as I know them, extremely slow in verifying my documents.

They are also slow to answer my emails.

I submitted what was supposed to be the last proof they needed and asked if I was now verified. That was 29 days ago. They have neither verified nor even written to me.

Please ask them to verify, pay, or at least reply to my emails. ty :)

Resolved

$2,970

Delayed verification and payment

Hello,

I have been waiting for my KYC verification for over a month now. I submitted all the required documents for the first time more than one month ago, and for the second time on December 15. Until now, I have received no confirmation or final response from Immerion.

The support team keeps repeating the same message, saying they will speed up the verification and contact me, but nothing has changed.

Currently, my balance is €1,300, which is a bonus balance. The issue is that the bonus expires on December 25. I contacted Immerion support about this, and they said they would assist if the bonus expires before my KYC is completed.

I am asking Askgamblers for help to urgently push Immerion to verify my documents as soon as possible and allow me to withdraw my funds.

Thank you.

Resolved

€1,300

Delayed verification and payment of 1320 USD

Hello,

I would like to submit a complaint on Immerion casino due to Delayed verification and payment.
I requested a withdrawal from Immerion Casino on 31st of August which was declined and I was asked to provide documents for KYC verification. Since then I have been in contact with their KYC department three times and provided additional documents exactly what they asked for. The last message I received from them was on 24th of September so its been around five weeks since the last contact but my withdrawals from the casino are still blocked, Im still able to deposit but not withdraw any money. I've been in contact with their live support and they have been really nice about the issue but unfortunately they have not managed to speed up the verification process. I understand that the KYC verification is necessary but this has taken way too long (around two months since I asked for a withdrawal from the casino)

Thank you Askgamblers for providing this platform for helping casino players and hopefully I can get my case solved.
The amount is 1320 USD

Kind regards

Resolved

$1,320

Immerion Casino - KYC delay and blocked withdrawals for 6200 EUR winnings

Hello,

I am having a serious issue with Immerion Casino regarding my KYC verification and blocked withdrawals.

I submitted all my KYC documents on October 21st, 2025, and I sent a follow-up email on October 22nd because I never received any confirmation or reply from their KYC department neither their support department.

Since then, I have contacted the live chat support several times, but they always give me the same automatic answer:
“Unfortunately, support agents are not able to verify players' documents. The KYC department will contact you soon.”

They refuse to give me any timeline or exact date, even though it has already been four days since I sent my verification documents.

Because of this delay, all my withdrawal requests have been cancelled, and my account currently allows me to play and deposit, but not to withdraw.

I have won around €6,200, and this situation is very stressful. I am also very concerned that, even after the verification is finally approved, they might continue to delay my withdrawals or process them in very small daily limits (€850 per day), which would make the full payment take weeks.

I have already lost around €600 of my winnings while waiting, because I could still play but not withdraw.

The KYC team amd the support team has not replied to any of my emails, and the live chat cannot escalate or assist beyond repeating the same message.

Attach you will find the files of live chat , screenshot of my withdrawal page and the mails I have sent to kyc and support department.

Anything else you might need just ask me.

I am therefore asking AskGamblers to help me get a clear and fair resolution — for my KYC to be completed and for my withdrawals to be processed without further unnecessary delays.

Thank you very much for your help.

Resolved

€5,600