Iris Casino - Игрок еще не получил свой выигрыш.

Hello,

Iris Casino has not verified my account for more than 3 days and I cannot withdraw €2,000 from my player account.

Support is unreachable and has been saying for 3 days that they are experiencing technical difficulties.

Then I received an email stating that the problems had been resolved.

But support is still unreachable and continues to only say there's a technical problem.

IRIS Casino isn't responding to anything and I can't withdraw any money.

I didn't use any bonus money, only real money.

I can still log into my account, though.

Hallo,

Das Iris Casino verifiziert mein Konto seit mehr als 3 Tagen nicht und ich kann 2.000€ auf meinem Spielerkonto nicht auszahlen.

Der Support ist nicht erreichbar und sagt seit 3 Tagen, dass sie technische Störungen haben.

Dann habe ich eine Email erhalten, dass die Störungen behoben wurden.

Aber der Support ist trotzdem nicht erreichbar und sagt weiterhin nur technische Störung.

Das IRIS Casino reagiert auf gar nichts und ich kann kein Geld auszahlen.

Ich habe keinen Bonus verwendet, nur Echtgeld.

Ich kann mich aber noch in mein Konto einloggen.

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Stay safe.

Dear Redooo,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Redooo,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Redooo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The casino is paying out normally again.

Das Casino zahlt wieder komplett normal aus.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Redooo,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla