Iris Casino - Player’s winnings haven’t been received yet.

I requested a withdrawal on 25 June 2026. Before requesting the withdrawal, I had already completed the full verification process and submitted all required documents. My account has been verified, so there are no outstanding verification issues.

Despite this, my withdrawal has still not been processed. Every time I contact customer support, I receive the same response: that withdrawals can take up to 31 days. In my opinion, this waiting period is excessive and unreasonable.

What makes this even more concerning is that I have wagered well over €50,000 at other casinos belonging to the same group. At those casinos, my withdrawals were consistently processed within approximately one hour. It is therefore difficult to understand why Iris Casino requires up to 31 days for the exact same process.

I have also spoken with several other players who are experiencing exactly the same issue. None of them have successfully received their withdrawals either. Many of them have been waiting for a very long time without receiving their money. This strongly suggests that my case is not an isolated incident but part of a broader problem affecting multiple players.

I am not disputing the casino’s right to carry out security checks.

However, after a fully verified account and such a long delay, repeatedly referring to a 31-day processing period is not acceptable. I simply expect my legitimate winnings to be paid within a reasonable timeframe.

I kindly ask Casino Guru to investigate this matter and assist in ensuring that my withdrawal is processed without any further unnecessary delays.

Important notice:

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Dear rw1948,

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

Ich habe vergessen zu erwähnen das ich bereits über zwei Wochen auf die Auszahlung gewartet und eine zweite Auszahlungsanfrage gestellt habe. Es ist nicht akzeptabel das dieses Casino die Auszahlung bewusst streckt.

Ich bitte um Unterstützung.

Dear rw1948,

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 rw1948,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru