QuickWin Casino - Player's account is closed, funds are withheld.

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Dear DeclanX95,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?
• Have you mentioned gambling related issues to the customer support?

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,

Attila G.

Dear Attila,

thank you for your response and for reviewing my complaint.

Please find my answers below:

• Games played:

I exclusively played slot games. I did not participate in live casino games or sports betting at any time.

• Verification (KYC):

On 21 November, I submitted all required verification documents as requested by the casino.

Since then, I have never received any confirmation or feedback regarding the verification status.

After submitting the documents, I contacted the casino by email to request the payout of my remaining balance, which rightfully belongs to me.

Instead of receiving a response regarding verification or payout, I received an email stating that my account was closed, without any reference to missing documents, failed verification, or payout justification.

This is contradictory, as I fully complied with the KYC request and was never given the opportunity to resolve any alleged issues.

• Bonuses:

My winnings were generated without any active bonus. No bonus wagering requirements were active at the time the balance was accumulated.

• Gambling-related issues:

No, I have never reported any gambling-related problems to the casino’s customer support, nor was I informed that my account was closed due to responsible gambling concerns.

• Contact with customer support:

Yes, I have contacted the casino’s customer support multiple times.

Via live chat, I was repeatedly informed that they are unable to assist with this matter and that I must contact the casino by email.

I followed this instruction and sent multiple emails, however I did not receive any response at all to these messages.

The only email response I received was the one informing me that my account was closed, without addressing my payout request or providing any explanation.

In summary, my account was closed without a clear or logical explanation, despite my compliance with verification requests and repeated attempts to contact customer support, and the remaining balance of EUR 15,400 has not been paid out or legally justified.

I am happy to provide any additional information or evidence if required.

Thank you for your assistance.

Kind regards,

DeclanX95

Dear DeclanX95, thank you for your response. Could you please forward your email correspondence with the casino? You can reach me via email at attila.g@casino.guru.

Thank you for your patience and cooperation.

Hello,

I have now sent all available screenshots and evidence related to my QuickWin case to the provided email address (attila.g@casino.guru).

This includes screenshots of email communication, live chat conversations, my winnings, current account balance, and the account closure.

Please let me know if everything has been received correctly and what the next steps will be.

Thank you for your support.

Dear DeclanX95,

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, Martin (martin.l@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,

Attila

Hello Attila,

thank you very much for your message and for your great efforts in handling my case.

I truly appreciate your support and the time you have invested so far, and I am grateful that the next step in the process has now been initiated.

Please feel free to contact me at any time should any further information or documents be required.

Thank you once again for your support.

Kind regards

DeclanX95

Hello DeclanX95,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the QuickWin Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the player's account closed? Thank you in advance for providing us with your view of the issue.

Dear Martin,

We have completed a thorough investigation into the claims made by the player regarding a balance of €15,400 and an alleged refusal to payout. Our internal records and transaction logs show the following:

Balance & Gameplay: While it is correct that the player reached a balance of over €17,000, these funds were not withheld. The player continued to participate in active gameplay and subsequently lost the balance in its entirety.

Cashback Agreement: Following these losses, and as a gesture of goodwill/loyalty, the player was offered and accepted a 20% Cashback offer. Consequently, €2,000 was credited to his account as per the agreement.

Final Activity: The credited cashback was also utilized for gameplay and lost. At the time the player requested a permanent account closure due to Gambling Addiction (GA), the account balance was zero.

Withdrawals: Our records confirm that the two requested withdrawals of €800 were successfully processed and paid out prior to the loss of the remaining funds.

Conclusion: The claim that €15,400 is being withheld is inaccurate. All funds in question were lost through voluntary gameplay prior to the account closure request. As there was no remaining balance at the time of the closure, no further payouts are due.

Kind regards,

Quickwin Casino Team

I expressly reject QuickWin’s statement.

The claim that the remaining balance of €15,400 was lost through voluntary continued play is objectively false, technically implausible, and not supported by any evidence provided by QuickWin.

The actual sequence of events is clear and undisputed:

– The player account reached a total balance of approximately €17,000.

– Two withdrawals of €800 each were successfully processed and paid out.

– After these withdrawals, a remaining balance of €15,400 existed on the account.

– Immediately thereafter, my account was restricted / locked by QuickWin, making login and any further gameplay impossible.

– All verification documents requested by QuickWin were submitted in full.

– For an extended period afterward, no response whatsoever was provided by QuickWin.

Against this background, the assertion that the remaining balance was "played away" is not tenable. Continued gameplay was technically impossible due to the account restriction.

I therefore expressly request that QuickWin substantiate this serious allegation with evidence and provide a complete, gapless, and chronologically traceable transaction history, including:

– all alleged gameplay activities after the withdrawals,

– the corresponding timestamps,

– the exact time the account was restricted,

– and an explanation of how gameplay was supposedly possible despite the account restriction.

Until such evidence is provided, QuickWin’s position remains an unsubstantiated defensive claim that directly contradicts the documentation and screenshots I have already submitted.

All relevant screenshots, timelines, and communication records have already been provided to CasinoGuru in full.

Independently of the above, I explicitly demand the payout of the balance of €15,400 that is rightfully owed to me. This balance existed, was not played away, and has so far been withheld without any legitimate basis.

I therefore request continued and decisive follow-up of this case and a clear response from QuickWin based on verifiable facts, not unsupported assertions.

Dear parties,

thank you both for offering us your point of view.

Dear casino representative,

could you please provide me with the player's game history or any logs showing the account's activity? Please send the evidence to my email address martin.l@casino.guru.

Dear Martin,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Quickwin Casino Team

Hello Martin,

I would appreciate a follow-up and look forward to your feedback.

Kind regards,

DeclanX95

Dear casino representative,

thank you for your response. I have sent you an additional email.

Dear DeclanX95,

according to the game history provided by the casino, the funds truly have been lost by high-stakes gameplay. Could you please provide us with the exact date of the account closure you've mentioned? Also, do you believe it is possible that someone else might have gained access to your account?

Hello Martin,

thank you for your response.

I have several dated screenshots and time-consistent records that document the actual account status since November and contradict the statements made by QuickWin in the public thread.

As this involves sensitive information, I will provide these materials exclusively via e-mail.

Please confirm receipt once you have received the documents.

Thank you

Dear DeclanX95,

I will be awaiting your email at martin.l@casino.guru.

Dear Martin,

I have just sent the email as requested.

I would appreciate your feedback.

Kind regards

Dear Martin,

I have just sent the email as requested.

I would appreciate your feedback.

Kind regards

Dear DeclanX95,

thank you for your continued cooperation. Please check your inbox.

Dear Martin,

I have replied to you by email.

Dear DeclanX95,

thank you for your response.

Dear casino representative,

could you please provide us with more information regarding the payment methods which were used to top up the player's casino account? I have sent you an additional e-mail.

Dear Martin,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

QuickWin Casino Team

Dear parties,

thank you for your continued cooperation, please check your inboxes.

Dear Martin,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

QuickWin Casino Team

Dear Martin,

thank you very much for your continued efforts and for handling this case. I truly appreciate the time and work you are putting into it.

Please be assured that I check my emails every day and remain fully cooperative.

Could you please let me know how the process will proceed from here and what the next steps will be?

Kind regards,

DeclanX95

Dear casino representative,

thank you for your answer.

Dear DeclanX95,

please check your email, I have sent you a message. In case it hasn't arrived, please let me know.

Dear Martin,

thank you for your message.

I confirm that I have received your email and have already replied accordingly.

Please let me know if anything further is required from my side.

Kind regards,

DeclanX95

Dear parties,

thank you for your continued cooperation and patience. To clarify the remaining discrepancies in this case, we will need to verify the exact timeline of events.

Dear casino representative,

we kindly ask you to provide the exact log, showing the account status changes? When was the account restricted? Were there any account reopenings?

Also, if possible, can you provide us with a log showing the start, location, and device hash of the session which took place after the two €800 withdrawals?

Dear DeclanX95,

please forward all emails you have received after 21.11, especially those related to account restriction, closure, or responsible gambling, preferably by forwarding the original emails (not screenshots).

Thank you both for your cooperation.

?

Dear Martin,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

QuickWin Casino Taem

Dear DeclanX95,

Thank you for the updates and for cooperating throughout the process.

While I fully understand your frustration and dissatisfaction with the matter. After evaluating all evidence pertaining to this case, I will be forced to close this complaint as rejected.

The game history provided by the casino proves, that all the disputed funds have been played through and lost through high-stakes gameplay starting on 20th of November. Since a Self-exclusion request has only been filed afterwards, there is unfortunately nothing further we can pursue with the casino.

Best regards

Martin