The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The player had reported multiple withdrawal requests, including one for €2,600 to a crypto wallet and another for €600 to a bank account, both of which were rejected. The Complaints Team had extended the communication period, but due to a lack of response from the player, the complaint was closed. The player retained the option to reopen the complaint in the future if they wished to continue communication.
irwin Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €3,200
irwin Casino
Safety Index:HighCase summary
Discussion
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4 months ago
Translation
Hello, I played with a bonus at the Irwin Casino. I won 3200 euros. My account now stands at 52 euros. After several delaying tactics from the casino, which made me wait 72 hours, and even after the 72 hours, I had to wait another 72 hours, the payment was reduced to 52 euros. I have documented two chat histories, in one of which I was guaranteed a payout. I am furious and the best thing is that I have to deposit and wager the bonus 3 times to withdraw 52 euros.
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4 months ago
Dear player,
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 the 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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 months ago
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The withdrawal requests were rejected. I made a withdrawal request to my crypto wallet of 2600 euros and a withdrawal to my bank account of 600 euros.
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4 months ago
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I have fulfilled all sales verification and payout conditions
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4 months ago
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Chat history
Hello
15:51
Emma
Please tell me how I can help you.
15:51
Emma
Mario, I'm pleased to meet you.
15:51
What about my payouts? The 72 hours are over.
15:52
Emma
I should only have a few minutes to clarify your withdrawal information. Please stay in the chat. 🧐
15:52
OK
15:52
Emma
Thank you for your patience, but I should have a little more time 🙏
15:55
clear
15:55
Emma
Thanks for waiting! 💙 Your profile is currently undergoing additional verification. Once it's complete, your withdrawal request will be reviewed. Processing time is unregulated, so please wait, Mario. 😇
15:56
what kind of delaying tactic is this
15:57
I am contacting the relevant gambling authority
15:57
and to casino guru, latest casino bonus, askgambler
15:57
Emma
We understand your desire to receive your funds as quickly as possible, but the verification is handled by the administration, and there's no way to speed up this process. This verification can be terminated at any time; you can always find out the status of your transaction in the support chat.🥰
15:57
How long do I have to wait?
15:58
You have kept me waiting for 3 days and I was always told that it would take a maximum of 72 hours
15:59
Emma
Our casino is licensed and regulated. In accordance with its requirements, we are committed to running all games as honestly and transparently as possible and protecting player data. 😍
16:00
Emma
I can't give you an exact date when this review will end, Mario.
16:00
So it will take another few days?
16:00
and then you tell me that you don't pay out bets
16:01
I have fulfilled all sales, payout and verification conditions
16:03
what is the problem
16:04
Emma
I can't give an exact completion date or how long it will take, as I'm only providing payout information. I guarantee that you'll receive your funds safely after verification is complete.♥️
16:05
I take them at their word
16:05
Emma
I understand your concerns. 🥲 Mario, an additional check is required to process your withdrawal. This verification process includes a thorough review of the player's profile and betting history. The methods and results of the gaming activity verification are confidential.
16:06
the main thing is that I get my winnings
16:06
Can you send me the chat history via email?
16:08
Emma
You can contact the support chat at any time to find out the status of your withdrawal. We're always happy to answer questions and don't want you to have a negative opinion of us. We do everything we can to ensure players enjoy their gaming experience. Once verification is complete, your withdrawal will take its final status, Mario.😇
16:09
ok I'm not doing anything yet
16:09
and wait
16:10
again
16:10
Emma
No, I can't send you a chat history. Sorry I'm slow to respond, I'm advising several players at once.🥲
16:10
yes no problem
16:11
Emma
Do you have any further questions? I'll be happy to help. 😍
16:11
that's it for now
16:11
Enter your message
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4 months ago
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Chat 2
Chat 2
You speak with ◦ Amanda ◦
Hello
20:38
What is the status of the payouts?
20:38
Are they already in production?
20:39
◦ Amanda ◦
Mario, please give me a few minutes to review your withdrawal information!
20:39
clear
20:39
◦ Amanda ◦
Could you please give me a few more minutes to complete the verification?
20:42
Yes
20:42
◦ Amanda ◦
I truly appreciate your patience. 💖Your profile is currently undergoing additional verification. Once this is complete, your withdrawal request will be reviewed. Processing time can take up to 72 hours, so please be patient. Please note that it may take up to 24 hours for your chosen payment method to credit your funds.
20:45
I've already waited 72 hours and now it's supposed to take another 72 hours?
20:46
On 07.08 I requested the payout
20:46
and I've been hearing for three days that it takes a maximum of 72 hours
20:47
they are around
20:47
and now they say it will take 72 hours again
20:47
this is a delaying tactic
20:48
◦ Amanda ◦
Please give me a few minutes to verify your withdrawal, Mario.
20:50
secure
20:51
◦ Amanda ◦
Jeffrey
20:54
◦ Amanda ◦
I apologize for the previous message. We're advising multiple players at once, so I may have mixed up the information. Sorry you're waiting! I'm still working on it.
20:55
good
20:55
◦ Amanda ◦
I'm very grateful for your time. 🙌Sometimes the additional verification process can take a little longer, so please be patient. I also apologize for the incorrect information. After the verification is approved, the waiting time for the transfer is 3 business days, Mario.
20:58
what does that mean how long should I wait I'm getting impatient
20:59
Is my case being processed?
9:00 PM
They are just looking for a reason not to pay out
21:01
Can I talk to someone who can authorize the payment
21:03
I have fulfilled all sales, payout and verification conditions,
21:03
◦ Amanda ◦
Please wait until the additional verification is completed, sometimes it may take a little longer, don't worry, your funds are protected, additional verification is needed for your security, Mario.
21:08
How long? I'll contact the gambling authorities if they keep me waiting much longer.
21:10
I have read reviews at casino guru that this happens more often with them
21:10
◦ Amanda ◦
Mario, please give me a few minutes to review your withdrawal information!
21:14
OK
21:14
◦ Amanda ◦
I should steal a few minutes of your time again to find out.
21:17
secure
21:18
◦ Amanda ◦
The response can be received within a few minutes. If you don't mind waiting in the chat, I could send the letter to your email address as soon as I receive the response. Could you please tell me what you would choose?
21:21
I'm waiting in the chat
21:21
◦ Amanda ◦
I really appreciate your patience. Sometimes the review process can take longer than 72 hours, so please wait until it's finished, Mario.
21:27
◦ Amanda ◦
Are you still following the chat?
21:29
Yes
21:29
◦ Amanda ◦
Is there anything else I could help you with?
21:31
How long should I wait
21:31
Please give me a specific time
21:32
72 hours?
21:32
You just said that the answer can come within minutes
21:34
Was that her answer? That I should keep waiting?
21:35
I don't find this funny anymore
21:37
◦ Amanda ◦
Currently the time is not regulated, this procedure is carried out to ensure security, please wait for a decision, Mario.
21:38
I won't wait much longer, then I will take other measures
21:39
just for your information I document the chats we have
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3 months ago
Dear player,
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.
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3 months ago
Translation
Hello, I have not received any message from Irwin Casino, nor have I received any payments. My Irwin Casino account still shows 52 euros, and no money has arrived in my bank account or cryptowallet.
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3 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Did the casino inform you what specifically is being verified or what documents are required?
Which bonus did you use when you won the €3,200? If possible, please send a link or screenshot of the bonus terms.
Do you currently see any pending withdrawals in your account?
Have you made any successful withdrawals before?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
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3 months ago
Translation
Hello, I was told this is a security check that takes a maximum of 72 hours. No documents were required. As far as I know, I have fulfilled all the bonus turnover and withdrawal conditions. The screenshot of the bonus conditions is a problem. I have unlocked the welcome bonus. I just saw that the bonus is called a set of registration, but I couldn't find the bonus conditions. The bonus was unlocked on January 6, 2025. I am also sending a screenshot. No, there are no pending withdrawals on my account. I have tried to withdraw several times. I am also sending a screenshot. They were all canceled. I have uploaded the chat history here.
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3 months ago
Dear player, I just wanted to check in with you to see if there have been any updates from Irwin Casino regarding the additional verification.
Have they provided any explanation or timeframe?
Also, could you please let me know whether the €3,200 was returned to your casino account, or if the balance remains at €52?
Has the casino said anything specific about what happened to the missing funds?
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3 months ago
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Hello, no, there is no news from Irwin Casino. My account balance is still at 52 euros. No, I was sitting in front of the screen and chatting with support, and I could see how my account was being reduced step by step. I don't know the exact amounts, but first it was 3200, then 2800, then 2000, then 1700, and so on until it reached 52 euros. No, there was no statement regarding the missing funds. I was told that I had to deposit and wager the bonus amount 3 times.
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3 months ago
Dear player, could you please clarify whether this was a deposit bonus or a no-deposit bonus?
Also, how did you activate the bonus? Where did you receive the offer (e.g., email, casino website, or somewhere else)?
Did you get any specific terms and conditions related to this bonus from the casino?
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3 months ago
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Hi, it was a no deposit bonus, I don't remember if it was a welcome bonus or if I used a code, no I didn't get it
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3 months ago
Dear player, can you please clarify why your account shows bonuses from January but your withdrawals happened in August?
According to Irwin Casino’s Terms and Conditions, especially for no-deposit bonuses, there are strict limitations. I found this clause in their terms:
10.2.7 The maximum winnings gained after wagering a no-deposit bonus is 10X the bonus amount unless, otherwise specified in the bonus terms. If the amount of winnings exceeds the limit, it will be deducted from the balance once wagering requirements are met.
The maximum possible amount available for withdrawal after wagering a no-deposit bonus or winnings gained after a no-deposit bonus is 10X the bonus amount unless otherwise specified in the bonus terms. Any amount which exceeds the said limits will be written off the balance.
So, if your winnings came from a no-deposit bonus, this could explain why your balance was reduced significantly — the casino may have capped your withdrawal to 10x the bonus amount.
Additionally, it's actually very common for casinos to require a deposit and a 3x wagering of that deposit before allowing a withdrawal from a no-deposit bonus.
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3 months ago
Dear player,
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.
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3 months ago
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,
Dominika
Casino.Guru
