Iris Casino - Das Spielerkonto wurde geschlossen.

I registered on your website for the first time, deposited 2,000 rubles into my account, won 6,000 rubles on one bet, played roulette, placed a withdrawal, and passed verification. And then, my account was blocked for no reason. They won't give me my money back.

Зарегистрировался на сайте первый раз, через ваш сайт, пополнил аккаунт на 2000р, выиграл честно 1 ставкой 6000р, поиграл в рулетку, поставил на вывод, прошел верификацию. А по итогу был заблокирова без причины. Не отдают мои деньги

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Dear KpyTou,

Thank you very much for submitting your complaint. I’m sorry to hear about your experience.

To help me better understand your case, could you please answer the following questions?

• Could you please confirm when you registered your casino account?
• Could you please confirm when your account was blocked or closed?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino's website?
• Did the casino ever communicate the reason why your account was blocked?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I registered around July 3rd. I'd been placing bets and playing roulette the entire time. I was blocked on July 19th without explanation.

Since internet access is restricted in Russia, I sometimes had to use a VPN to access my account.

Зарегистрировался я примерно 3 июля. Все это время я совершал ставки и играл в рулетку. Заблокировали меня 19 июля без объяснения причины.

Т.к. у нас в России ограничивают работу интернета, иногда приходилось использовать VPN для того чтобы зайти в аккаунт

Dear KpyTou,

Thank you very much for your reply.

I would like to clarify one additional detail.

Could you please confirm whether you selected Russia as your country of residence when registering your casino account? According to the information available to us, the casino accepted your registration without any issues and casino accepts players from Russia, so I would like to better understand the circumstances.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Yes, I chose Russia. I even communicated with support in Russian. And I even completed the verification process.

Да, я выибирал Россию. Даже общался с поддерджкой на русском. И даже полностью прошел верификацию

Hello KpyTou,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla 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 Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear KpyTou,

Thank you very much for your reply.

Could you please send me any relevant communication you have had with the casino regarding the closure of your account? This may include emails, live chat transcripts, or any messages explaining why your account was blocked.

You may attach the screenshots directly to this complaint or send them to karla.m@casino.guru.

These documents will help me better understand the casino's decision and assist me in investigating your case.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear KpyTou,

Thank you very much for providing the additional information.

I would like to clarify two more points:

• Was your withdrawal request already approved or still pending when the casino blocked your account?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

It seemed to be under consideration.

Вроде был на рассмотрении

Dear KpyTou,

Thank you very much for your reply.

To allow us to review your case further, could you please send me all relevant communication you have had with the casino regarding your account closure, verification, and withdrawal?

Could you also please send me any supporting evidence or documents relevant to the case, such as screenshots of your account balance, withdrawal request, verification status, or any other information showing the disputed funds?

Please send everything to karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I have already provided you with everything that I had.

Я вам уже все предоставил что у меня было

Dear KpyTou,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal K., (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello KpyTou,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to Iris Casino to participate in this discussion.

Dear Iris Casino,

Could you please provide clarification on what factors prompted your decision to close the player's account?

While it is somewhat of an industry standard to close player accounts at management's discretion at virtually any time, any financial obligations are expected to be fulfilled first.

I would kindly request clarification on what grounds the funds from the player's balance have been confiscated.

If there are any circumstances relevant to this case that cannot be disclosed publicly, please feel free to share them directly with me at michal.k@casino.guru for an independent review.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello dear player and casinoguru team

Well the situation is - the player didnt put his data in profile while registered and when the player fullfilled the data, the system banned him since he cannot play on our projects (Rox - 10.2)

13.5 from our terms and conditions

Hello.

Am I correct in understanding your answer: my account was blocked not because of any violations on my part at this casino, but because, according to you, I had previously violated the rules at another casino in your group?

If yes, please provide specific information:

1. The name of the casino/project where the violation was allegedly committed.

2. How exactly is my account in this casino connected to my account in that project?

3. What specific violation was committed and when.

4. Based on what evidence did you conclude that both accounts belong to the same person?

5. Please indicate the specific rule that allows you to block a player from your casino for a violation committed in another project.

Please also note that when I registered at this casino, I was not informed that my actions or violations at another casino could be grounds for blocking my account here.

If you are referring to section 13.5, please provide the full text and explain how it applies to my specific situation.

I am willing to provide the necessary information for identification and verification, but I believe an explanation such as "the player cannot play in our games" is insufficient. Please provide specific reasons for this decision.

Здравствуйте.

Правильно ли я понимаю ваш ответ: мой аккаунт был заблокирован не из-за каких-либо нарушений с моей стороны в данном казино, а потому, что, по вашим утверждениям, я ранее нарушил правила в другом казино из вашей группы?

Если да, прошу предоставить конкретную информацию:

1. Название казино/проекта, в котором якобы было допущено нарушение.

2. Как именно мой аккаунт в данном казино связан с аккаунтом в том проекте.

3. Какое конкретно нарушение было совершено и когда.

4. На основании каких доказательств вы пришли к выводу, что оба аккаунта принадлежат одному человеку.

5. Пожалуйста, укажите конкретный пункт правил, который позволяет заблокировать игрока в вашем казино за нарушение, совершённое в другом проекте.

Также прошу обратить внимание, что при регистрации в данном казино я не был уведомлён о том, что мои действия или нарушения в другом казино могут являться основанием для блокировки аккаунта здесь.

Если вы ссылаетесь на пункт 13.5, прошу привести его полный текст и объяснить, каким образом он применяется именно к моей ситуации.

Я готов предоставить необходимые данные для идентификации и прохождения проверки, однако считаю недостаточным объяснение в формате «игрок не может играть в наших проектах». Прошу предоставить конкретные основания для принятого решения.