Complaint #85 Immerion Casino

Verification pending for over a month

By Soshagouda

9 months ago

I would like to file a complaint against Immerion Casino regarding my account verification process.

More than a month ago, I submitted all the requested verification documents, but my account is still not verified, and I am unable to withdraw my winnings.

Initially, the casino asked me to provide a selfie with their platform in the background, which I submitted. Later, they requested a high-quality copy of my passport (both sides). I sent this immediately, the same minute they asked for it. Since then, over a month has passed, and I have not received any update.

I have already sent several follow-up emails to the casino, but I have received no response at all. This delay is unacceptable, and it prevents me from accessing my rightful winnings.

I kindly ask AskGamblers to assist me in resolving this issue and to urge Immerion Casino to complete the verification process without further delay.

Thank you.

Disputed Casino Immerion Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

5 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Immerion Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Soshagouda

5 months ago

What?? What second account are you even talking about??? After almost 5 months, a completely new accusation suddenly appears, which I have never been informed about before.

I honestly have no idea what this is about. I have never been notified of any “second account”, so I am asking for a clear and concrete explanation, not generic statements about “tools” and “evidence”.

I ask AskGamblers to contact me directly and provide all information related to this situation, with full details, because at this point this is becoming completely absurd.

Without clear facts, I have no way to understand what is being claimed or to properly respond.

I am waiting for a transparent and detailed explanation.

Immerion Casino

• Representative

5 months ago

Dear Soshagouda and AskGamblers,

During the verification process of the player and subsequent investigation, we have located a second account, owned by the player. This fact was confirmed via variety of tools to exclude possibility of coincidences. This fact violates the Immerion Terms and Conditions, available on the website:

12. Anti-Fraud Policy
The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the Player is suspected of fraudulent actions, including but not limited to: participating in collusion with other Players, engaging in fraudulent activities against other online casinos, denying payments, creating multiple accounts, cheating, or filing for bankruptcy in their country of residence, the Company reserves the right to terminate the Player's account and suspend all payouts.

All relevant details and proof has been provided to the AskGamblers team directly. As such, Immerion believes the player has not acted in good faith and was in breach of the agreed upon Terms.

Respectfully,
Immerion Casino Representative.

Immerion Casino

• Representative

5 months ago

Dear Soshagouda and AskGamblers,

We are currently awaiting feedback on the latest communication with AskGamblers via email.

Respectfully,
Immerion Casino Representative.

Immerion Casino Complaint Stats

Resolved 58 / 58

Avg. Amount $2,822

Avg. Complaint Duration 18 days

Avg. Response Time 3 days

Immerion Casino Complaints

See all complaints for this casino

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

Delayed verification and payment by Immerion

Hi there.

I hope you are well.

On the 28th of August, I won $1753.5 at Immerion Casino. I withdrew $1000 on the same day and the remaining balance the following day.

I was then emailed by them, on the 29th, asking for:

"Copy of your passport, ID card or driver's license (both sides).

Selfie with your ID document in hand in front of our website."

I provided these on the same day.

After this, I didn't hear anything.

I've followed up on live chat and email, and still nothing.

Finally, I made a formal complaint, and they responded with:

"Dear Player,

Your documents were received and sent for the review.

We appreciate your patience and understanding during this time.

In case of any updates, you will be immediately informed via email. Thank you for waiting in advance.

Kind regards"

There is absolutely no reason why it has taken a week, and they have still not reviewed my documents.

As such, I would like any assistance you can provide in this matter, in moving this along.

I have attached screenshots to evidence all of this.

If you require any more information, please just ask.

Thank you.

Resolved

$1,754

Consultants constantly delay payment time

29.08.2025 i requested small withdraw 100$, after I requested withdraw consultant in support wrote me that it will be send the same day, 2 days ago i asked again and consultant wrote me that it will be send up to 3 days, yesterday I asked about it and consultant wrote me that he don't know when it will be send and he "hope" that it will be soon.

As I see many users experiance problem with withdrawals from Immerion casino.

I wrote to Immerion casino support yesterday that if they won't process my withdraw till today i will start complain here but they don't care about it so unfortunately i have to do this.

I'm starting complain about it because as i wrote Immerion support constantly lying and it seems like some kind of scam to me because i never played in casino where withdrawals were delayied that long and support constantly lied

Resolved

$100

Holding crypto withdrawal

Since 01.08, after I won a grand on one of the slots there, I requested a withdrawal with crypto (LTC) to my personal wallet at 3:30 am, since then I've been held in limbo of "heavy workload".

Support answers with script answers and prevent me from receiving information about my withdrawal.

It feels like they hold me hostage with my withdrawal request since I can cancel it and play off that money withdrawal, but as I stated in conversations with support, I won't do it.

I did not receive any mail about withdrawal or a problem with it.

The function of sending a transcript from chat logs doesn't work; nothing comes to the mail

Resolved

$260