irwin Casino - Povlačenje igrača je odloženo.

Hello everyone,

I hereby file an official complaint against Irwin Casino.

Due to faulty network deposits, I was informed by support that a processing fee/commission would apply. On August 6th at 11:00 PM, the support representative "Della" confirmed in writing via live chat that no separate deposit was required. The commission should be deducted directly from the affected deposit amounts, and the remaining balance should be refunded directly to my crypto wallet.

The following morning, this promise was revoked by another employee ("Lina"). She claimed it had been "incorrect advice" and is now demanding again that I deposit fresh funds to unlock the processing.

I have all relevant chat logs and screenshots that clearly demonstrate the contradictory behavior of the support team. I demand that the casino honor the written commitment made by their employee to deduct the fees from the amounts already received and transfer the remaining balance to my wallet.

Best regards

Hallo zusammen,

ich möchte hiermit eine offizielle Beschwerde gegen Irwin Casino einreichen.

Aufgrund von fehlerhaften Netzwerk-Einzahlungen wurde mir vom Support mitgeteilt, dass eine Bearbeitungsgebühr/Provision anfällt. Am 06.08. um 23:00 Uhr hat mir die Support-Mitarbeiterin „Della" im Live-Chat schriftlich bestätigt, dass keine separate Einzahlung erforderlich ist. Die Provision sollte direkt von den betroffenen Einzahlungsbeträgen abgezogen und der Restbetrag direkt an meine Krypto-Wallet erstattet werden.

Am nächsten Morgen wurde diese Zusage von einer anderen Mitarbeiterin („Lina") widerrufen. Sie behauptete, es habe sich um eine „falsche Beratung" gehandelt und fordert nun erneut, dass ich frisches Geld einzahle, um die Bearbeitung freizuschalten.

Ich habe alle entsprechenden Chat-Verläufe und Screenshots vorliegen, die das widersprüchliche Verhalten des Supports eindeutig belegen. Ich fordere das Casino auf, sich an die schriftliche Zusage ihrer Mitarbeiterin zu halten, die Gebühren von den bereits eingegangenen Beträgen einzubehalten und mir den Restbetrag auf meine Wallet zu überweisen.

Mit freundlichen Grüßen

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand that support requested another deposit from you despite you already making a previous deposit?
• Could you please confirm the website of the casino where you played? Please include any screenshot with the website visible.
• How long have you been a player on the website?
• Could you please specify what bonus you have accepted and played? How much are you attempting to withdraw? Could you please share relevant screenshots?
• If you have any further evidence or communication, send chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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.

Hello Tomas,

Thank you very much for the feedback and support with my case.

1. Yes, exactly. Support charges a separate €20 fee for each failed deposit. I've already paid a total of €40 in fees, as I wanted to process the transaction gradually and individually: The first €20 fee was successfully credited, and €79 was paid out. While I also paid and the second €20 fee was deducted, I've now been waiting in vain for nine days for this second transaction to be processed and paid out. Despite the €40 already paid, support in the chat is now stubbornly demanding more money, even though the employee "Della" had previously confirmed in writing that no further separate deposits were necessary.

2. The casino's website is irwin.casino.

3. I only recently registered as a player on this website.

4. I did not accept or use any bonus; this is exclusively my own deposited real money. The outstanding amount in dispute/withdrawal totals €128 (the remaining amounts from the unprocessed erroneous deposits).

.

Thank you so much for your help!

Best regards,

Leon ****

Hallo Tomas,

vielen Dank für die Rückmeldung und die Unterstützung bei meinem Fall.

1. Ja, ganz genau. Der Support verlangt für jede fehlerhafte Einzahlung jeweils eine separate Gebühr von 20 €. Ich habe bisher insgesamt 40 € an Gebühren eingezahlt, da ich die Bearbeitung schrittweise und einzeln abwickeln wollte: Für die erste 20-Euro-Gebühr hat die Gutschrift geklappt und es wurden 79 € ausgezahlt. Die zweiten 20 € Gebühr wurden zwar ebenfalls von mir eingezahlt und eingezogen, aber ich warte nun seit bereits 9 Tagen vergebens auf die Bearbeitung und Auszahlung dieser zweiten Transaktion. Trotz der bereits gezahlten 40 € verlangt der Support im Chat nun stur wieder frisches Geld, obwohl mir die Mitarbeiterin „Della" zuvor schriftlich bestätigt hatte, dass keine weiteren separaten Einzahlungen nötig seien.

2. Die Webseite des Casinos lautet irwin.casino.

3. Ich bin erst seit Kurzem als Spieler auf dieser Webseite registriert.

4. Ich habe keinen Bonus angenommen oder genutzt, es handelt sich ausschließlich um mein eigenes eingezahltes Echtgeld. Der ausstehende Streitwert/Auszahlungsbetrag beläuft sich insgesamt auf 128 € (die verbleibenden Beträge aus den noch nicht bearbeiteten fehlerhaften Einzahlungen).

.

Vielen Dank für Ihre Hilfe!

Mit freundlichen Grüßen,

Leon ****

I keep receiving emails telling me to deposit €20, even though I'm still waiting for the money from my second, erroneous deposit and nothing has arrived.

I won't deposit anything else until the next incorrect deposit isn't credited. The whole thing seems rather strange to me.

ich bekomme weiterhin E-Mails, dass ich die 20 € einzahlen soll, obwohl ich immer noch auf das Geld von meiner zweiten, fehlerhaften Einzahlung warte und nichts kommt.

Bevor die nächste falsche Einzahlung nicht gutgeschrieben wird, werde ich nichts mehr einzahlen Mir kommt das ganze ziemlich komisch vor

I'd like to clarify once more that there were a total of four erroneous deposits: one of €79, one of €50, another of €50, and one of €28. The €79 deposit is unrelated to this case, as it was successfully credited. The only remaining issue concerns the other four.

Ich möchte noch mal kurz klarstellen, dass es insgesamt vier fehlerhafte Einzahlungen waren einmal 79 € einmal 50 € noch einmal 50 € und einmal 28 € die 79 € haben also nichts mit diesem Fall zu tun, denn sie wurden erfolgreich gutgeschrieben. Es geht nur noch um die restlichen

Dear aminakoydum,

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, Stefan (stefan.m@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,

Tomas

Dear aminakoydum,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from irwin Casino to join this conversation and assist in addressing the complaint.

Dear irwin Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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.

Dear aminakoydum,

I hope this message finds you well.

We have contacted the casino and hope to receive their response as soon as possible.

In the meantime, I have extended the timer by an additional seven days to allow the casino more time to respond.

Thank you very much for your patience and understanding.

Hello dear player

We will check everything and solve the issue

we cant find a player with the email you sent into a complaint, could you please doublecheck it?

Dear aminakoydum,

Could you please provide us with the email address registered to your casino account so that the casino can identify it?

You may post it here in the complaint thread, and I will make sure it is hidden from public view.

Thank you for your cooperation.

I look forward to your response.

I would like to give an update. I have received the €28 that was incorrectly deposited.

There is still a €50 shortfall, for which I have already paid the €20 fee.

After that, I will deposit the remaining €20 for the next €50 and hope that this matter will then be resolved.

Since I opened the dispute, €28 has been refunded; €100 is still missing.

Ich würde gerne noch ein Update geben. Ich habe die fehlerhaft eingezahltein 28 € erhalten.

Es fehlen noch 50 € für die Ich die 20 € Gebühr auch bezahlt habe

Danach werde ich die weiteren 20 € für die nächsten 50 € einzahlen und hoffe dass das Thema dann erledigt ist

Seit dem ich den Streitfall eröffnet habe, sind nun 28 € zurücküberwiesen worden es fehlen noch 100€

Dear irwin Casino,

Thank you for your response and continued cooperation.

The player has now provided the updated email address associated with their casino account, as well as their player ID, in the private section of the complaint. Could you please use this information to locate and review the account?

The player has also confirmed that €28 has since been returned. However, according to their latest update, a total of €100 is still outstanding.

Could you please review the relevant transactions and clarify the current status of the remaining funds, including whether anything further is required from the player in order for the outstanding amount to be credited?

Thank you in advance for your cooperation.

I look forward to your response.

Hello dear player and Guru team

we will check all the details and try to solve everything, sorry about the situation

Dear irwin Casino,

Thank you for your response and for looking into the matter.

We appreciate your willingness to review the player's account and the outstanding transactions. Please let us know once you have completed your investigation and provide us with an update regarding the remaining €100 that the player reports as still missing.

If any additional information or action is required from the player, please let us know so that we can assist accordingly.

Thank you for your continued cooperation.

I look forward to your response.

Overall, the situation is as follows: the player made the first deposit via ETH, then created a new request and paid using the details from the first request. Therefore, a replenishment issue arose; we have now submitted an additional request to the PS and are waiting for a response. We will do our best to help and resolve this incident, but it will take time - please be patient.