The player from Germany had deposited €28 and €12 at Irwin Casino on May 11, 2026, but the funds were not credited to his casino account despite being debited. After 19 days of unsuccessful attempts to resolve the issue and repeated requests for documentation, no sufficient response or evidence had been provided by the player. The complaint was closed due to the lack of cooperation, with no further investigation or resolution possible at that time. The player retained the option to reopen the case by resuming communication.
irwin Casino - Player's deposits are delayed.
Closed
Our verdict
Player stopped responding
Amount: €40
irwin Casino
Safety Index 7.6 Above averageCase summary
Discussion
Public
Public
2 months ago
Translation
On May 11, 2026, I made a deposit of €28 and subsequently a deposit of €12 at Irwin Casino. These deposits were debited from my account but never arrived in the casino itself.
Despite multiple attempts to contact them, I am either given the runaround or told there is supposedly some kind of maintenance work or internal error. Since I have had no progress for 19 days now, I would like to open a case.
Automatic translation:
Public
Public
2 months ago
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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
2 months ago
Dear aminakoydum,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.
If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.
I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.
Thank you for your understanding.
Best regards,
Veronika
Public
Public
1 month ago
TranslationGood evening, nothing has happened yet.
I keep getting the runaround and can't find a solution to the problem.
Automatic translation:
Public
Public
1 month ago
Thank you for your reply.
To proceed with your case, could you please forward me the following documents?
- deposit receipts
- screenshot of your deposit history in your casino account
- communication with your payment provider
- communication with the casino customer support
- bank statement starting from the date you made the transaction that has not been credited to your casino account until today
My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.
Public
Public
1 month ago
Dear aminakoydum,
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.
Public
Public
1 month 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,
Veronika
Casino.Guru
