The player from Austria faces issues withdrawing €1,200 after QuickWin permanently closed his account due to an 'administrative decision' without specifying any violation. Despite multiple requests for his balance payout, QuickWin refuses to respond or reopen the account. The player later confirmed that the issue was resolved.
QuickWin Casino - Player’s account has been permanently closed.
Resolved
Our verdict
Case closed
Amount: €1,200
QuickWin Casino
Safety Index:Very highCase summary
Discussion
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2 months ago
Translation
Complaint against QuickWin – Real money payout refused
QuickWin has permanently closed my player account and is refusing to pay out my real money balance of €1,200.
The account closure was justified as an "administrative decision." However, no specific violation of the terms and conditions was mentioned. There were no allegations of fraud, bonus abuse, or multiple accounts.
QuickWin has not responded to my multiple requests for the payout of my real money balance and has only stated that the account will not be reopened.
The balance consisted of real money deposited by the user. Even in the event of account closure, a casino is not entitled to retain legitimate funds without a clear justification and proof of a rule violation.
I request Casino Guru's assistance in resolving this case and recovering my balance of €1,200.
I am prepared to provide further information.
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2 months 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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2 months ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Had you completed verification before you lost access to the account?
- Were your winnings accumulated while a bonus was active, or without an active bonus?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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2 months ago
TranslationI mainly won my money playing slot machines, and I don't know if my verification was complete, but before that, they always paid out winnings even without verification. The winnings were earned without an active bonus.
Regards
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2 months ago
Thank you very much for your reply, Ozn.krt. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.
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2 months ago
TranslationEverything has been sorted out, thank you for your support!
LG
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2 months ago
Dear Ozn.krt,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
