The player from Germany requested a withdrawal three weeks ago, but it has been almost a week since the request, with no progress made. Previously, her withdrawals were processed within three days, and now she receives only standardized responses, causing her frustration and concern about not receiving her winnings.
QuickWin Casino - Player's withdrawal is delayed.
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Current status
Waiting for player to reply
6d 5h 31m 26s
QuickWin Casino
Safety Index 9.2 Very highCase summary
Discussion
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3 days ago
Translation
I've been playing there for a while now. Deposits worked perfectly, and withdrawals up to €800 were always processed within three days. Now I've been waiting for almost a week for my withdrawal to be processed, and all I get in the live chat and via email are standardized messages saying everything is fine and I should just wait a little longer. I think I'm being strung along. It's frustrating because I've been a loyal player for a long time, and no one can really tell me why I suddenly have to wait so long. I'm worried I won't get the money.
Automatic translation:
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18 hours 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.
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18 hours ago
Dear Gretchenfrage,
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 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 checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since 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,
Tomas
