pre 9 meseci
Our complaint team is already looking into your case, so hopefully things will finally move forward.
Please provide the information needed in your complaint whenever possible.
Immerion Casino - opšta diskusija (strana 14)
pre 8 meseci
Hello. I have a problem with withdrawing money at Immerion Casino. Please help me. I haven't been able to withdraw money since mid-April. They are deliberately delaying the procedure. All documents for verification were sent a long time ago. Kyc doesn't respond to emails. Please help. This is abnormal. In all casinos, all procedures take 2-3 days. And here I have been waiting for my money for almost 2 months.
OdgovoriCitiraj1
pre 8 meseci
Hello, I'm sorry for the situation you are in.
Let's try to get to the bottom of what might be going on. When you said you sent the documents to KYC, were you successfully verified or not? That's probably the most important thing to get your money.
Did the casino also say why they keep dragging it out and why it's taking so long? Is there something that you send around and it's still not good for the casino?
OdgovoriCitiraj1
pre 8 meseci
Every procedure takes too long. It seems like it's being deliberately delayed. I've been waiting for a long time for the Kyc documents to be approved. They ask for one document, two weeks later another, two weeks later another... When they could write down what they need in one letter.
OdgovoriCitiraj1
pre 8 meseci
And KYC has not even notified or confirmed the documents. They do not provide any information. I have written them many letters and have not received any answer, whether any documents are missing and when they will be confirmed.
OdgovoriCitiraj1
pre 8 meseci
Dobio sam istu poruku... Ja sam japanski igrač, ali mi je rečeno da podnesem izvod iz banke na engleskom jeziku za KYC sertifikaciju, što nisam mogao da razumem... U ovom trenutku, ono što rade je specijalizovana prevara... Zaista se nadam da će ovi zlonamerni kazina uskoro biti zatvoreni...
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OdgovoriCitiraj2
pre 8 meseci
I asked support for help maybe 20 times and got the same answer: we apologized for making you wait so long, we asked Kyc to be faster. But nothing changed.
Izmenjeno
pre 8 meseci
Every procedure takes too long. It seems like it's being deliberately delayed. I've been waiting for a long time for the Kyc documents to be approved. They ask for one document, two weeks later another, two weeks later another... When they could write down what they need in one letter.
pre 8 meseci
I got it. It's a pity that you filed a complaint only now because I believe that if it's a little earlier we might be closer to contacting the casino.
I would say that as a player I would also like to get a full list of documents to provide and not a different document to send every week. Especially if you don't know at all what the result is and if everything is in order.
But there is nothing for us to do but wait for the complaint and hopefully it will be resolved.
OdgovoriCitiraj2
pre 8 meseci
Dobio sam istu poruku... Ja sam japanski igrač, ali mi je rečeno da podnesem izvod iz banke na engleskom jeziku za KYC sertifikaciju, što nisam mogao da razumem... U ovom trenutku, ono što rade je specijalizovana prevara... Zaista se nadam da će ovi zlonamerni kazina uskoro biti zatvoreni...
Automatski prevedeno:
pre 8 meseci
Hello, so it's not exactly unusual what the casino asks from you, but is it the same that they keep asking after a week for some other document or just this one so far? How long does the verification take for you?
OdgovoriCitiraj1
pre 8 meseci
Hvala vam što ste nas kontaktirali! Odmah sam podneo žalbu i već oko dva meseca sam u sporu uz Pavlovu pomoć! Međutim, u međuvremenu, nakon što sam podneo jednu, zamoljen sam da podnesem drugu, i to je bilo ponavljanje iste stvari... Mislim da je ovo zaista zlonameran kazino. Mislim da je samo smetnja za igrače što ovakvi kazina postoje...
Mislim da bi Casino Guru trebalo da promeni svoju ocenu za ovaj kazino što je pre moguće kako bi sprečio da novi igrači postanu žrtve ove prevare.
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OdgovoriCitiraj2
pre 8 meseci
I'll start from the end and thus the rating, it changes depending on various things but also with the complaint. If the casino didn't solve it and we were on your side, then it would go down. Anyway, I see that it is still going on and one month is a long time in my opinion.
But Pavel will continue to assist and I hope until it ends positively. I would be happy if it could be sped up or I don't know how much to do about it.
So I will have to wait for your next update.
OdgovoriCitiraj1
pre 8 meseci
Zdravo svima 🙋🏻♂️
Povlačenje otkazano – nema transparentnosti, samo taktika odugovlačenja. Čekam već više od dve nedelje na isplatu mog duga od 3.000 evra.
Uplata je izvršena
27. maj 2025.
Od tada me je podrška više puta obaveštavala da će obrada trajati „od 15 minuta do 24 sata", zatim
„24 do 48 sati" i kasnije „do 72 sata ili duže".
Dana 3. juna 2025. godine, isplata je konačno otkazana bez komentara, sa opštim obrazloženjem
„Test pravičnosti".
Uplatio sam depozit bez bonusa i igrao sam isključivo svojim novcem.
Trenutno više nemam pristup funkciji povlačenja novca, što se svodi na proizvoljno suspenziju naloga.
Automatski prevedeno:
pre 8 meseci
Hello,
Following all the procedures, have you only received feedback regarding fairness? Uhm, I'm glad you submitted the complaint because, in my opinion, you deserve to understand what went wrong or what the casino believes happened. Did the—let's call it a "statement"—mention "any specific rules, for example?
OdgovoriCitiraj1
pre 8 meseci
To je bilo jedino objašnjenje koje sam dobio, nisam koristio nikakav bonus. 
Sada je prošlo 17 dana.
Automatski prevedeno:
pre 8 meseci
I see now. Feels like the very situation players have been describing at other casinos with relation to this one, if I'm not very mistaken here. In my personal opinion, this is a sort of tactic. I'm not saying it is a scam, but I honestly find it difficult to believe that, coming out of nowhere, several casinos within a group send each considerably lower sum to be investigated by the game provider.
"The player from French Guiana is facing issues with a blocked withdrawal that he requested two weeks ago after playing at Immerion. He is repeatedly informed that the game provider is reviewing his session, which is taking longer than the promised 15 days, and has not received any responses to his emails."
Disputed amount: €1,722
Sounds familiar?
It is at least weird.
Sadly, we have to give the casino a chance to collect the game provider's resume.
OdgovoriCitiraj1
pre 8 meseci
Da, to zvuči potpuno isto kao moj slučaj, sa vrednošću spora od 3.000 evra. I meni stalno govore da sačekam odgovor od dobavljača igara — ali bez ikakvih novosti ili jasne komunikacije. Prošlo je više od 17 dana, a odlaganje sada deluje namerno. Razumem da određene procedure zahtevaju vreme, ali nedostatak transparentnosti je neprihvatljiv. Iskreno se nadam da će se ovaj slučaj shvatiti ozbiljno i uskoro rešiti.
Danas sam dobio poruku da sada može da traje i do 30 dana 😅.
Nažalost, ovo potvrđuje moju sumnju da namerno odlažu stvari. Transparentnost i jasna komunikacija definitivno izgledaju drugačije. Nikada ranije nisam doživeo nešto slično ni u jednom renomiranom kazinu.
Automatski prevedeno:
pre 8 meseci
Pošto donacije ovde nisu dozvoljene, ostavio sam iskrenu i pozitivnu recenziju za Casino Guru na Trustpilot-u. 👍
Automatski prevedeno:
pre 8 meseci
Da, to zvuči potpuno isto kao moj slučaj, sa vrednošću spora od 3.000 evra. I meni stalno govore da sačekam odgovor od dobavljača igara — ali bez ikakvih novosti ili jasne komunikacije. Prošlo je više od 17 dana, a odlaganje sada deluje namerno. Razumem da određene procedure zahtevaju vreme, ali nedostatak transparentnosti je neprihvatljiv. Iskreno se nadam da će se ovaj slučaj shvatiti ozbiljno i uskoro rešiti.
Danas sam dobio poruku da sada može da traje i do 30 dana 😅.
Nažalost, ovo potvrđuje moju sumnju da namerno odlažu stvari. Transparentnost i jasna komunikacija definitivno izgledaju drugačije. Nikada ranije nisam doživeo nešto slično ni u jednom renomiranom kazinu.
Automatski prevedeno:
pre 8 meseci
I have to say that I have never seen so many similar situations involving game providers like I did with those two casinos. Perhaps I'm not objective here, but I believe that the casino should show more transparency and care to paying customers. Of course I have no idea what keeps triggering so many checks; maybe there has always been a very good reason. On the other hand, a polite and cool approach can at least make the player feel that things are not that negative.
I sincerely hope this investigation won't take that long.
OdgovoriCitiraj1
pre 8 meseci
Pošto donacije ovde nisu dozvoljene, ostavio sam iskrenu i pozitivnu recenziju za Casino Guru na Trustpilot-u. 👍
Automatski prevedeno:
pre 8 meseci
Oh, that's lovely and I would take that as a commitment for the future, though. You know the complaint is still active and it would be weird if something went wrong... 😀
Let's see what the casino has to say in the complaint, of course. I believe it is their turn now.
OdgovoriCitiraj1
pre 8 meseci
Nažalost, podrška mi je veoma zbunjujuća jer dobijam različite informacije i vremenske okvire.
Izmenjeno
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