irwin Casino - Player’s account has been closed.

good afternoon, I have a problem with the Irwin casino, I managed to win 6,868,467 tenge on my real balance, with an active welcome bonus, but I did not use the bonus and then immediately canceled it, the casino asked for documents and photos to pass security, then my account was blocked and they told me to go through a video verification, that's where I had problems, I started to get nervous and confuse the answers, now the casino tells me through the chat that the account is blocked forever, tell me what to do?

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation, I’d like to ask you a few clarifying questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Could you kindly specify what "mistakes" you believe you made during your verification call with the casino?
• What types of games did you play?
• Have your identity documents been successfully verified and approved by the casino during the KYC process?

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

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

good afternoon, I played only on the real balance of SilverBack Gold at a rate of 12,000, I made a mistake with the answers:

deposit amount and balance amount,

the check was passed, all documents were approved and accepted, the mail and number were also confirmed

Thank you for your reply. Please forward me all the communication between you and the casino regarding the verification and the closure of your account at veronika.f@casino.guru. Thank you for your patience and cooperation.

Good afternoon, I sent you screenshots via the link

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Baron09,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from irwin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear irwin Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello dear player and Casino Guru representatives! Player's account has been blocked due to paragraphs:

18.2.2 You undertake to indemnify, defend the interests of the Company, and protect its partners and their companies, as well as their officers, directors, and employees, against all claims, demands, liabilities, damages, costs, and expenses, including legal costs and other expenses, incurred as a result of:

 Your violation of law or the rights of third parties;

18.2.3  The use of your account by third parties irrespective of whether this use was authorized by you or not.

Evidence has been sent to jakub.m@casino.guru.

Best regards,

Irwin Casino

Good evening, I would also like to familiarize myself with your evidence, because I uploaded all the documents, answered via video link, and gave a couple of incorrect answers, but I was not informed during registration that I would have to learn or memorize something

Dear irwin Casino,

Unfortunately, I have not received any email from you. Could you please resend your message at your earliest convenience?

Thank you.

jakub.m@casino.guru

Hello, Kubo! It seems that a message was failed to send because of video attached. Could you please send me your telegram or teams account so I can forward the proof?

Best regards,

Irwin Casino

Hello Kubo! Thanks for your reply, we sent a message via teams.

Best regards,

Irwin Casino

Dear irwin Casino,

Thank you for your message and for providing the additional evidence.

Dear Baron09,

After reviewing the evidence provided by the casino, I must unfortunately conclude that the casino’s reasoning for closing your account appears to be justified.

The issue with your verification call was not simply nervousness or hesitation but rather the clear involvement of a third party during the process. It is essential that players participate in verification calls independently, without assistance from others, for the entire duration of the call. This procedure ensures that the information provided reflects the player’s personal knowledge of their own casino account and confirms that no external party is influencing their interaction with the casino.

If a player conducts a verification call while receiving instructions from another person, being handed documents, or using a device controlled by someone else, the casino has reasonable grounds to question the legitimacy of the verification process and the authenticity of the player’s activity on their platform.

For these reasons, we support the casino’s decision and must reject your complaint as unjustified.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo