irwin Casino - A desistência do jogador está sendo adiada sem explicação.

Hello,

I would like to file a formal complaint regarding my withdrawal at Irwin Casino.

My account is fully verified and I successfully completed all wagering requirements connected to the free spins bonus. After the bonus balance was converted into real money, I continued playing normally and increased my balance further.

I have now attempted to withdraw my winnings multiple times, but the withdrawals were rejected without any clear explanation.

Additionally, the live support has been unavailable for several days, despite being advertised as 24/7 support. I only receive the message:

"We are currently working on a fix for support."

I have not received any information about:

any alleged rule violation,

any bonus abuse,

or any specific reason for the rejected withdrawals.

My balance is still visible in my account, and my account remains fully verified.

I request:

A clear explanation for the rejected withdrawals

The exact bonus term or rule allegedly violated (if any)

Immediate processing of my withdrawal

If this issue is not resolved promptly, I will continue escalating the matter through public complaint platforms and the relevant licensing authority.

Regards

Important notice:

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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.

Dear d1cul,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• When did you complete the wagering requirement for the bonus?
• You said that winnings were converted to real money. Could you please let me know the amount?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Hello, this is my first withdraw i try to do.

i finished wagering like 5-6 days ago, the exact amount is 105.5€

i tried 4 times to withdraw now, and got declined only with the message " contact support "

but support nevers answers, only with fix response i showed in the first pictures

also here

Hello d1cul,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Already 7 days guys

Thank you for your answer.

Have you made any deposits before?

Could you please provide a link to the bonus you activated? Or provide screenshots with more information about the said bonus.

Please provide more details:

• date when you registered your account
• date when you activated the bonus
• date when you completed wagering of the bonus
• amount converted to real balance after wagering the bonus
• amount when you increased your balance further after continuing to play the bonus winnings that were converted to real money

Thank you for your assistance. I look forward to hearing your answers.

Dear d1cul,

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,
Jean
Casino.Guru