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.

It seemed to be under consideration.

Dear KpyTou,

Thank you very much for your reply.

To allow us to review your case further, could you please send me all relevant communication you have had with the casino regarding your account closure, verification, and withdrawal?

Could you also please send me any supporting evidence or documents relevant to the case, such as screenshots of your account balance, withdrawal request, verification status, or any other information showing the disputed funds?

Please send everything to karla.m@casino.guru.

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

Karla M.

I have already provided you with everything that I had.

Dear KpyTou,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal K., (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello KpyTou,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to Iris Casino to participate in this discussion.

Dear Iris Casino,

Could you please provide clarification on what factors prompted your decision to close the player's account?

While it is somewhat of an industry standard to close player accounts at management's discretion at virtually any time, any financial obligations are expected to be fulfilled first.

I would kindly request clarification on what grounds the funds from the player's balance have been confiscated.

If there are any circumstances relevant to this case that cannot be disclosed publicly, please feel free to share them directly with me at michal.k@casino.guru for an independent review.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello dear player and casinoguru team

Well the situation is - the player didnt put his data in profile while registered and when the player fullfilled the data, the system banned him since he cannot play on our projects (Rox - 10.2)

13.5 from our terms and conditions

Hello.

Am I correct in understanding your answer: my account was blocked not because of any violations on my part at this casino, but because, according to you, I had previously violated the rules at another casino in your group?

If yes, please provide specific information:

1. The name of the casino/project where the violation was allegedly committed.

2. How exactly is my account in this casino connected to my account in that project?

3. What specific violation was committed and when.

4. Based on what evidence did you conclude that both accounts belong to the same person?

5. Please indicate the specific rule that allows you to block a player from your casino for a violation committed in another project.

Please also note that when I registered at this casino, I was not informed that my actions or violations at another casino could be grounds for blocking my account here.

If you are referring to section 13.5, please provide the full text and explain how it applies to my specific situation.

I am willing to provide the necessary information for identification and verification, but I believe an explanation such as "the player cannot play in our games" is insufficient. Please provide specific reasons for this decision.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello dear player and Guru team

Yes you cannot play on our sister casino sites If you have already violated the rules of our website

Hello.

This is precisely the problem.

You claim that I can't play on the websites of your subsidiary casinos if I've previously violated your website's rules. However, the published rules don't list the casinos that are part of your group, and, as far as I can see, there's no clear indication that violating the rules at one casino automatically results in a player being banned from all other sites.

It turns out that the player must have somehow known in advance about the existence of such a connection between the casinos and that the restrictions apply to other projects.

Therefore, I ask you to clarify:

— which casino exactly do you consider to be your subsidiary project in this case;

— what specific violation on my part caused the blocking;

— when and in which casino did it happen;

— where exactly in the rules that were in effect at the time of my registration was it stated that this restriction applies to other casinos in your group;

- Why is information about specific related casinos missing from the rules you referenced?

If the rule truly applies to all affiliated casinos, I believe it should be clearly and transparently stated in the terms and conditions so that players can understand the restrictions before registering and depositing funds.

In its current form, a reference to paragraph 13.5 without specifying a specific casino, a specific violation, or the grounds for applying this rule makes it impossible to understand why exactly my account was blocked.

Dear KpyTou,

I understand your position and agree that some of your observations and questions warrant further clarification.

To help me assess the circumstances, could you please confirm the following:

• At which casinos, if any, have your accounts previously been closed due to alleged rule violations?
• When registering with Iris Casino, did you provide your complete personal details—such as your full name, residential address, telephone number, etc. —during or immediately after registration?

Dear Iris Casino,

I understand that, where a player has breached the rules at one casino, your group may be reluctant to allow that player to use other casinos under the same ownership or management.

However, could you please identify the specific rule that clearly establishes that a violation at one casino applies across all casinos within your group?

Additionally, please clarify how players are informed which casinos belong to the same group and how they could reasonably be expected to know that a restriction imposed by one casino also applies to the others.

Finally, please confirm when and how this player was informed that they were no longer permitted to register or play at any casino within your group. If available, kindly provide the relevant communication or other supporting evidence.

I registered in many places, I don’t even remember all the companies.

I don't remember what data I entered into Iris.

Hello Guru team!

The player registered on Iris and did not immediately provide personal data, therefore he was not automatically blocked, but before withdrawal he had to go through verification, he indicated all the data and was automatically blocked.

Hello.

It is the sequence of events you described that raises questions in my mind.

A player registered on Iris and didn't immediately provide personal information. However, the account wasn't blocked, and the casino allowed access. When verification was required for withdrawal, the player provided all the necessary personal information—and was immediately automatically blocked.

Now you claim that the reason for the blocking is that the player allegedly previously violated the rules on another of your sites.

But here a fundamental question arises: if the restriction applies to all of your subsidiary casinos, how should the player have known about it in advance?

As far as I can see, Iris's published rules don't list your affiliated casinos. They also don't specify which actions on another site could lead to an automatic account ban at Iris.

Furthermore, the account wasn't blocked before the player provided their personal data. This means that only after the player provided their details for verification and withdrawal of funds did the system identify them as an undesirable player and automatically block their account.

Please give a specific answer:

1. In which casino in your group did I allegedly break the rules?

2. What specific violation was committed?

3. When did this violation occur?

4. Which rule was violated?

5. Where in the Iris rules was it stated in advance that a similar violation at another casino is grounds for blocking an Iris account?

6. Where is the full list of casinos subject to this restriction published?

7. Why wasn't my account blocked upon registration or before depositing/using funds, but rather was it blocked after I provided my personal information for withdrawal?

I don't dispute your right to conduct player checks and set certain restrictions, but I believe that the basis for blocking should be transparent and understandable to the player.

If you claim that the blocking occurred automatically based on data in your casino group's system, please also explain which specific rule allows such a restriction to be applied to the player Iris and why information about this was not available to him before registration.

Dear Iris Casino,

I kindly request further clarification regarding the points I previously raised, as I do not believe they have yet been sufficiently addressed. I would also appreciate your response to the questions raised by the player.

Hello dear Guru team and a Player

On our first brand the rules have been violated

On iris, a player logged in without data, played and only after entered his data

and his system pulled up on fraud from ROX casino (where there was a transfer earlier)

So this is the 10.2 and 10.2.2 terms were Violated

Hello.

Thanks for the clarification. However, your answer still doesn't explain the main question.

You claim that fraud was previously detected at ROX and that it was on this basis that the system blocked the player's Iris account after verification.

But the wording "the system detected fraud" does not in itself explain what specific player action was recognized as fraud.

Please be more specific:

1. What specific action by a player in ROX violated clause 10.2?

2. What specific action violated clause 10.2.2?

3. When did this happen?

4. What specific funds, according to your information, were transferred and in connection with what transaction did the suspicion arise?

5. Was a separate decision made regarding the ROX account regarding the violation of the rules and was the player notified of this?

6. On what basis is this violation in ROX automatically extended to the Iris account?

7. Where in the Iris rules is it explicitly stated that a violation of ROX is grounds for blocking an Iris account and withholding/restricting withdrawals?

I'd also like to point out an important point: on Iris, the player was first given the opportunity to register, play, and use their account. Verification only occurred after they requested a withdrawal and provided their personal information. It was only after this that the system linked them to their ROX account and blocked it.

Therefore, I would like to see not a general statement like "the system detected fraud," but a specific explanation of what exactly happened in ROX and why this is grounds for blocking funds and the Iris account.

If there was indeed a violation, please provide a specific fact of the violation and the corresponding point of the rules, and not just a link to points 10.2 and 10.2.2.

Dear Iris Casino,

Kindly address the points raised by the player, as they appear to be relevant to this case.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.