The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. The payment hadn’t been processed yet. He later reported having received only €2,000 out of €5,300 in winnings, with €1,500 still pending and several €500 withdrawals waiting since August 4–6. We asked him for a withdrawal history screenshot and an update, but he did not respond to our follow-up messages. As a result, the complaint was closed for now due to lack of response from him.
QuickWin Casino - Player claims that payment has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,500
QuickWin Casino
Safety Index 8.2 HighCase summary
Discussion
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1 month ago
Translation
QuickWin Casino delays payout of €1,500 and ignores terms and conditions processing deadlines.
Last week, I requested a withdrawal of €500 each on Monday, Tuesday, and Wednesday (total: €1,500). My account is fully verified.
According to QuickWin's terms and conditions, withdrawals are processed within 3 business days. The first two requests are already several days overdue. I have contacted live chat multiple times in the last few days. Every representative assured me that the matter had been "forwarded to the finance department," but there has been no progress and the withdrawal status remains unchanged at "processing."
My current account balance is over €5,300. It appears that the casino is deliberately delaying withdrawals. I demand that QuickWin immediately process my €1,500 withdrawal and provide clear confirmation that all future withdrawals will be processed in accordance with the terms and conditions without further artificial delays. I have all chat logs that document the misleading statements made by customer support.
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1 month 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.
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1 month ago
Dear ph-gev-30,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 month ago
TranslationI would like to add a highly critical update and further evidence to the complaint that completely exposes this provider's methods.
After I posted my review on Trustpilot, QuickWin responded publicly.
They admitted that my payments are overdue by more than a week and promised to prioritize my case immediately if I contact them by email at support@quickwin-de-casino.site turn.
This is a pure PR show and a blatant attempt at deception:
When I sent the email to this address, it immediately bounced back as undeliverable – the target domain doesn't even exist!
The casino publicly pretends to be cooperative and wants to resolve cases quickly, but in reality provides players with non-existent contact details in order to stall and let complaints go unanswered.
At the same time, they are once again invoking alleged "security and verification processes." This, too, is completely unfounded: My account is 100% verified, and all documents have long since been accepted. There is simply nothing left to check.
It's perfectly obvious what the casino is aiming for: they're trying by any means necessary, using specious arguments, to delay payouts until players become discouraged and gamble away their money again. QuickWin can forget about that hope entirely. I won't touch a single cent on that site.
I have uploaded the following screenshots as proof:
1. The casino's public response on Trustpilot.
2. The official error message from my email provider (Mail delivery failed / Destination domain not found).
I am very grateful to the Casino Guru team for their support and the work they do here!
As mediator, I would simply like to ask you to include this latest incident in your assessment of the case. In my view, it clearly demonstrates the methods being used here.
I sincerely hope that together, through your platform, we can achieve the long-overdue release of the 1,500 EUR by QuickWin.
Thank you so much for your help!
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1 month ago
TranslationI finally received the first €1500 today. Only €3800 more to go. Let's see when I get that.
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1 month ago
Dear ph-gev-30,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 month ago
Dear ph-gev-30,
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.
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1 month ago
TranslationHello Casino-Guru Team, I've only been able to withdraw €2000 from my €5300 so far. Since August 4th, 5th, and 6th, I've been waiting again for my next withdrawals of €500 each. €1500 is still pending.
So, since July 20th, not even half of my money has been paid out.
Thank you for your efforts!
Kind regards
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3 weeks ago
Thank you for the update. I am happy to hear that you have received €2000 from your winnings.
To better monitor the progress of your pending withdrawals, could you please upload a screenshot of your withdrawal history directly to this thread?
Also, please update us in a week.
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2 weeks ago
Dear ph-gev-30,
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.
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1 week 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,
Jean
Casino.Guru
