QuickWin Casino - Player's deposit has not been credited.

I deposited 100€ two weeks ago and they didn't give me the balance. I complained to the customer service and they didn't solve the issue. They just said that it happened because my bank canceled the withdrawal of the money. What is certain is that I went to the bank and no payment was canceled and they don't give me the money back. This casino robs people and they are not honest don't play here

Dear Marianaandrade,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with QuickWin Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• What is the casino's response to your inquiry regarding the missing deposit?
• Have you previously made any successful deposits?
• Is your bank statement clearly showing the transfer of funds to the casino's account, please?

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

Best regards,

Katarina

The answer was that I had to wait 5 days for the money to be returned to my account. Two weeks have passed and I even sent them proof of the deposit because they later claimed that the deposit had not been authorized by the bank when I had already contacted them and they have not cancelled any debits, so much so that after that I made a deposit and it was credited I demand that they give me my money back or else I will go to public platforms to expose them.

The following is an attachment after several complaints about the response they gave more than 10 days ago and no sign of the money in my account. As well as proof of payment.

still no answer and no money they really are thieves

Dear Marianaandrade,

thank you for your message and information provided.

• Was this your first deposit at this casino, please?
• Could you please provide your bank with the transaction number associated with this deposit and inquire if they are able to trace the funds?
• Please forward any relevant communications you have had with the casino regarding this matter, such as emails, live chat transcripts, or screenshots, to katarina.d@casino.guru.

Looking forward to your reply.

Katarina

Same story again? I've already sent the proof of payment, the bank confirms that the money has left the account and I'm not going to accept that they won't give me my money back straight away, they're just passing the buck like 😨 casino so they won't give me MY MONEY? I want the money this week. I've already made a lot of deposits in this casino so please sort it out

I'm waiting for my money, otherwise I'm going to use other means

Dear Marianaandrade,

I understand the distress this situation is causing you. These cases can be complex and take time to resolve, so I appreciate your patience as we work through this together.

If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied. 

Kindly obtain the transaction number from your payment provider for the transaction in question and request a transaction trace. Upon receiving a response, please ensure all findings are provided in writing, as oral confirmations will not be accepted as evidence in these matters.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for two weeks and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Katarina

I hereby inform you that I have already contacted my bank to trace the transaction of €100, which was correctly debited from my account, but was not credited to my account at your casino.

In accordance with consumer protection and financial data protection regulations (such as the European PSD2 directive), I reserve the right to lodge a formal complaint with online gambling regulators if I do not receive a swift resolution to this problem.

If I don't receive a response by [set a deadline, e.g. 48 hours], I will initiate:

✅ Complaint to the online gambling regulator of your license (such as Malta Gaming Authority, Curaçao eGaming, etc. - depending on their license);

✅ Reporting to the Bank of Portugal, my banking institution and the financial sector supervisory authority if I identify evidence of bad faith;

Action with the European Consumer Center (ECC), if applicable.

I ask for urgency in dealing with this matter and await your response with the final resolution.

Dear Marianaandrade,

thank you for your messages. I apologize for the delayed response. I was on sick leave and unable to reply.

Based on your previous responses, I would like to clarify you are currently communicating with Casino Guru, and QuickWin Casino has not yet been invited to this conversation.

To move forward, please provide concise responses to the questions.

• Is your bank statement clearly showing the transfer of funds to the casino's account, please?
• Could you please provide your bank with the transaction number associated with this deposit and inquire if they are able to trace the funds?
• Please forward any relevant communications you have had with the casino regarding this matter, such as emails, live chat transcripts, or screenshots, to katarina.d@casino.guru.

Please keep in mind that any communication with bank regarding this missing funds has to be in a written format.

Looking forward to your reply,

Katarina

Dear Marianaandrade,

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.

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,
Katarina
Casino.Guru