Immerion Casino Complaints

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.

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.

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 :)

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.

Hi

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.

Hello,

I can't withdraw 1753 USD since 28.04. This is the same story like many players have described here already.

They have been reviewing 1 or 2 documents for few weeks couple of times in the period of last 7 months (I had the same issue with them before but now everything takes even much longer). After they check one document they ask for another document. It looks like they have the tactic to not ask for all documents at once in order to delay processing withdrawals for months. Every document is being checked for the period of few weeks to even few months. Few months after approving the documents they ask for the same documents again and they check them for weeks or months in the same way. At this point I am waiting for verification of my bank statement since 12.06 :) They have no shame :)

On 30.04 I got such email from them: "Thank you for reaching out! The account is being reviewed now - it is under the games' prover's check. It might take a few days of review. I apologize for the inconvenience". My account has been reviewing from 30.04 to 12.06 instead of mentioned "few days" :) They have no respect to the players.

Additionally, since over 2 months when I attempted to contact [email protected], [email protected], [email protected], suppor­t@i­mme­rio­n1.com, [email protected], [email protected], my emails bounced back — the server is unreachable, as confirmed by the attached error message. This problem has been reported by another players too.

I have sent them dozens emails since 30.04. I have been contacting them dozens times via live chat as well. All what I can say about this experience is ignorance on hard level.

The amount of wasted time of mine, all of these people here and yours - Askgamblers because of this company is just unbelievable.

Dear Askgamblers, I am asking you for a help in resolving this issue finally.

Kind regards

< first name removed >

I deposited 380.68 USDC to my account on Immerion.com on 31 May 2025. I requested a withdrawal of 5000 USDC on 01 Jun 2025, but it has not been processed.

I contacted the casino’s support team several times, and they repeatedly told me that the withdrawal is being delayed due to a “provider check.” They have not given me a clear timeline or explanation of what this check involves or when the funds will be released.

I believe this is an unfair delay, especially as I have met all terms and conditions. I’m requesting AskGamblers’ assistance in resolving this issue and ensuring that my funds are released without further unjustified delays.

Hello,

I requested a withdrawal from Immerion in Casino on June 20th around 04:00 AM UTC but shortly after submitting it, the withdrawal was canceled. I was informed that my gaming session was sent for verification to the provider (Amusnet).

I have not used any bonuses, and the casino has not requested any KYC documents from me. I even asked their support team if verification was needed, and they clearly told me that it wasn’t required.

Since then, it has been almost 14 days, and I still haven’t received any update or confirmation. I contacted support several times, asking politely for a reference number or proof that the session was sent to Amusnet, but they refused to provide anything. All I received were generic replies saying the process could take “up to 14 days or sometimes longer.”

I would like to kindly ask the operator to complete the process or provide a clear and verifiable update. I am ready to provide screenshots of all support chats, which confirm the repeated responses and lack of progress.

Thank you in advance for your help.

Hi AskGamblers,

I need help to get my winnings from Immerion. I won $3,635 on June 13, 2025. Immerion asked me to send them my KYC documents on June 16, and I sent them right away. However, my documents are still pending, and I can’t withdraw my winnings.

I have asked for help in the chat several times, but they just tell me to contact the KYC team by email. I have also sent two more emails to the KYC team, but they don’t reply.