Immerion Casino

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.

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

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

Hi AskGamblers,

My bad experience with Immerion casino, but I think they look like a scam from what they do.

- I withdrew money from Immerion, but I can't withdraw. They claimed, "Your previous bets are being reviewed by the game or sport provider to ensure fair play. You can withdraw again once the review is completed." The time used was one month. For me, that's a lie.

- After 1 month, I tried to withdraw money again, but couldn't. This time, they claimed, "You need to complete KYC verification. For further assistance, contact the support team." It has been 2 months since then, and I still can't.

I had deposits and withdrawals before that, and there was no problem, but this time it wasn't like that. And if Immerion Casino wants to do KYC, it should do it from the moment you sign up, not when the player wins and withdraws.

Based on this behavior, I think it's probably a scam website or a criminal organization. But if I'm wrong, why can't I withdraw money? It's been three months....

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.

I'm giving this casino a 2-star with the hope of upgrading it, should my problem be solved.

The casino is not allowing me to make a withdrawal, asking for KYC, which I submitted 3 weeks ago, and every day i send an email to support and also chat with customer service live, but there is no feedback yet. Live chat says KYC is handled by another department and that they will escalate the matter...

"Dear Player, I hope this message finds you well. I regret to inform you that our support agents are not equipped to verify the documents submitted by players. This process is specifically handled by our KYC (Know Your Customer) department, which is responsible for verifying these documents. They operate based on the order in which the documents are received, so there may be a slight delay. I kindly ask for your patience during this time, and I assure you that you will receive a response soon. Thank you for your understanding!

I have also highlighted your problem. I am truly sorry that the request has taken so long. I have urged to expedite the request be expedited so that the funds can be credited as soon as possible. I am truly sorry that the problem is taking a long time. On our part, we will do our best to get a response to you as soon as possible."

"We will ensure that the request is forwarded to the project management team as well, so that they are fully informed and aware of this particular case."

"Dear Player, I heard you.

Indeed, a request to expedite the check has been sent.

We will pass the request also to the project management so that they are also aware of this case."

UPDATE: been 4 weeks now, and they sent me an email asking for a utility bill, which I sent, and then 4 days later, they asked for another utility bill, and this time I sent my bank statement. Let's wait and see how long this will drag. The site is down for maintenance for 3 days now

UPDATE2: 6weeks and nothing has changed. I go to chat every day and email them every day asking to make a live video call with me and to ask any questions they have, so I can have my account verified and be able to make a withdrawal. No answer, no reply!

Hello Askgamblers team & Immerion.

I have an issue with my documents verification at Immerion Casino.

I decided to deposit to Immerion casino with USDT crypto payment 150 USDT at 2025.07.16 and I managed to win 550 usdt wich I wanted to withdraw.

After that Idecided to withdraw my funds, but it was rejected due to KYC requirements.

Immerion casino sent me an email for the required documents to be sent to them via email and i fulfilled their request and sent back the documents to their email address at 2025.07.20 mentioned ([email protected]) .

I didnt heard from them since i sent my documents to them, i asked about it how long it will be taken to process, wich I didnt get a response to.

I'll leave documents attached at my complaint.