The player from Austria had been waiting for her payout for 9 days despite being a regular customer for a year. She continued to receive the same excuses and was frustrated, especially since she needed the money for her own deposits. The complaint was addressed by advising patience due to common withdrawal processing delays and the need for completed KYC verification. The player was given an extension to respond, but due to a lack of communication, the complaint was closed without resolution. The player retained the option to reopen the complaint if she chose to resume communication.
QuickWin Casino - Player’s payout is delayed.
Closed
Our verdict
Player stopped responding
Amount: €250
QuickWin Casino
Safety Index:Very highCase summary
Discussion
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4 weeks ago
Translation
Hello, I've been waiting for my payout for 9 days now, I've been a regular customer for a year and yet they still haven't paid out.
I keep hearing the same excuses.
What do I care if they have many payouts? I want my money; I have to deposit it right away too.
I was really disappointed and am considering never paying in again.
Automatic translation:
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3 weeks 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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3 weeks ago
Dear Jenny26,
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 common for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time for the money to appear in your account. This delay may be caused by an unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the 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 has been checked, your withdrawal has been approved by the casino, and you still haven't received your winnings within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards
Petra
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3 weeks ago
Dear Jenny26,
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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2 weeks 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,
Petra
Casino.Guru
