Iris Casino - Player’s payout is delayed.

The casino blocked a payout without explanation. No email or further explanation was sent. Live chat only displays: no support available due to technical reasons.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Do you currently have access to your casino account?
• Did the casino confiscate your winnings, or are you unable to request a withdrawal?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Yes, I still have access.

I want to withdraw €800. This amount is currently in verification mode and will then be credited back to my casino account without any further comment.

I only played slots.

I received a bonus, but I didn't use it and I cancelled it.

Thanks

Regards, Florian D***

Thank you for your reply, Grimm. Could you please attach a screenshot of your withdrawal history in this thread so we can review it?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

I haven't been able to withdraw any money yet. It gets canceled without explanation after a few minutes. But almost all players are experiencing the same issue. In the comments section of the casino on CasinoGuru, nobody seems to be able to withdraw any money.

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

Dear Grimm,

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,

Kristina