Contact Irwin

1. Customer Support Channels

You can reach Irwin through three main channels. Live chat is the fastest for time-sensitive issues; email is the right choice for anything that needs a paper trail, document attachments or KYC information.

We do not currently publish a public telephone number. Routing all support through live chat and email lets us authenticate you against your account before discussing any details, which protects your account and your personal information.

2. Specialised Departments

For specific topics, please use the dedicated mailbox below. Using the right department speeds up the response and ensures your message reaches an agent with the right expertise.

[email protected]

General questions, technical issues, account help, bonus enquiries.

[email protected]

VIP program, host-managed promotions, dedicated account-manager requests.

[email protected]

Deposit and withdrawal queries, payment-method support, transaction reconciliation.

[email protected]

Identity verification, document submission, source-of-funds enquiries.

[email protected]

Formal complaints and Stage-2 escalation under our complaints procedure.

[email protected]

Data-protection requests, access and deletion under PIPEDA, Loi 25 enquiries — handled by our Data Protection Officer.

[email protected]

Limit setting help, self-exclusion, support for players concerned about their play. Confidential.

[email protected]

Media enquiries, interview requests, brand-asset requests.

[email protected]

Business development, B2B partnerships, integration enquiries.

[email protected]

Affiliate program enrolment, payouts, marketing-asset requests.

3. How to File a Complaint

We take complaints seriously and aim to resolve them fairly and quickly. The five-step procedure below mirrors the dispute-resolution clause in our Terms and Conditions. Please move through the steps in order — each stage must be exhausted before escalating to the next.

1. Step 1 — Contact customer support. Email [email protected] or open live chat with your account ID and a description of the issue. Initial response within 24 hours; we aim to resolve at this stage within 7 days.
2. Step 2 — Escalate to senior management. If your complaint is not resolved at Stage 1 within 7 days, send the case to [email protected]. Include the support-ticket reference and any documents that support your position.
3. Step 3 — Internal review. Our complaints team conducts an internal review and provides a final position within 14 days of escalation. The review is independent of the original support agent.
4. Step 4 — Independent ADR. If still unresolved within 30 days of the initial complaint, you may refer the matter to an independent ADR provider — eCOGRA for general gaming matters or IBAS for sportsbook matters.
5. Step 5 — Licensing regulator. As a last resort you may contact the Curaçao Gaming Control Board as our licensing authority. For privacy-related complaints, you can also reach the Office of the Privacy Commissioner of Canada or your provincial commissioner — see our Privacy Policy for the full escalation list.

4. Responsible Gaming Contact

If you are concerned about your gambling, or about someone close to you, please reach out to our dedicated team at [email protected]. Conversations with this mailbox are confidential and handled by trained staff. You can also activate any of the player-protection tools described in our Responsible Gaming policy directly from your account settings.

• You do not need to be in crisis to reach out — reaching out early is a sign of strength.
• Conversations are confidential and will not be shared without your permission, except where the law requires.
• Our team can help you set deposit, loss, wager and session limits, or activate self-exclusion immediately.

5. Business & Corporate Information

Irwin Casino is operated under licence by Galaktika N.V. Our corporate identifiers are published in full below.

6. Office Hours & Time Zones

Live chat is staffed 24 hours a day, every day of the year in English. French-language support is available Mon–Sun, 10:00–22:00 ET. Email and KYC intake operate 24/7, with first responses within 24 hours.

Outside of the live-chat window for French, please feel free to write to us in French — your message will be answered by a French-speaking agent as soon as one is on shift. All references to time on our site use Canadian Eastern Time (ET) by default, unless your account preferences are set to another time zone.

7. Connect on Social Media

We share product updates, promotions and responsible-gaming reminders on our official social channels:

• X (Twitter) — [INSERT_X_HANDLE]
• Instagram — [INSERT_INSTAGRAM_HANDLE]
• Facebook — [INSERT_FACEBOOK_PAGE]
• Telegram — [INSERT_TELEGRAM_CHANNEL]

For account-specific issues, please use the support channels above. We do not handle account, KYC, payments or complaints through public social posts or private social messages, both for your own privacy and for our regulatory record-keeping obligations.