Iris Casino - Player’s account has been closed.

I registered on your website for the first time, deposited 2,000 rubles into my account, won 6,000 rubles on one bet, played roulette, placed a withdrawal, and passed verification. And then, my account was blocked for no reason. They won't give me my money back.

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Dear KpyTou,

Thank you very much for submitting your complaint. I’m sorry to hear about your experience.

To help me better understand your case, could you please answer the following questions?

• Could you please confirm when you registered your casino account?
• Could you please confirm when your account was blocked or closed?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino's website?
• Did the casino ever communicate the reason why your account was blocked?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I registered around July 3rd. I'd been placing bets and playing roulette the entire time. I was blocked on July 19th without explanation.

Since internet access is restricted in Russia, I sometimes had to use a VPN to access my account.

Dear KpyTou,

Thank you very much for your reply.

I would like to clarify one additional detail.

Could you please confirm whether you selected Russia as your country of residence when registering your casino account? According to the information available to us, the casino accepted your registration without any issues and casino accepts players from Russia, so I would like to better understand the circumstances.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Yes, I chose Russia. I even communicated with support in Russian. And I even completed the verification process.

Hello KpyTou,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear KpyTou,

Thank you very much for your reply.

Could you please send me any relevant communication you have had with the casino regarding the closure of your account? This may include emails, live chat transcripts, or any messages explaining why your account was blocked.

You may attach the screenshots directly to this complaint or send them to karla.m@casino.guru.

These documents will help me better understand the casino's decision and assist me in investigating your case.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear KpyTou,

Thank you very much for providing the additional information.

I would like to clarify two more points:

• Was your withdrawal request already approved or still pending when the casino blocked your account?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.