The player from Germany has been waiting 16 days for a withdrawal of over €25,000 and has encountered multiple verification issues. While they successfully completed most of the identity checks, the final document is still under review, causing delays and blocked withdrawals. Despite contacting support several times, the player receives contradictory information about the status of their request.
QuickWin Casino - Player’s withdrawal is delayed.
Opened
Current status
Waiting for player to reply
1d 1h 37m 35s
QuickWin Casino
Safety Index 8.7 HighCase summary
Discussion
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3 weeks ago
Translation
Hello,
IMPORTANT: I had already won some money before I won the €25,000, namely on May 25, 2026, of which I also paid out €257; the money was in my account after 5 days!
Now to the problem:
I won over €25,000 on June 6, 2026.
Since then, I've been trying to get this money into my account, since I can only withdraw 3 x €500 at a time, without success of course.
I requested these payouts immediately after winning, and nothing has happened since.
I contacted support several times via email. After 14 days, I received an email asking me to verify my identity, which I did. Everything was accepted except for my bank statement, which I sent yesterday. However, when I log in to the casino, the verification process still says I need to upload the required documents.
1. Is there nothing to upload, as I have already done so?
2. Chat says the document still needs to be reviewed.
3. You can't even see the status of the document, as it is not displayed.
(In my opinion, all documents have now been accepted)
My withdrawals are also blocked; according to the casino, they have been restricted.
The first support chat employee just told me everything was fine with the verifications and I could already withdraw my money. They told me to clear my browser cache... which I did. Then, of course, my chat closed, and I had to open a new one where another employee told me the documents were still being reviewed and that this could take 10 days...
So what is it now??
So the casino is just stalling and delaying the payout... Today is already the 16th day since I requested the payout.
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
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the issue you are experiencing. Please allow me to ask you a few questions to better understand your situation.
- What types of games did you play to accumulate the €25,000 in winnings?
- Did you accumulate these winnings with or without a bonus?
- Has the casino explained why your bank statement could not be approved? Have you uploaded the document in the requested format, covering the required period and showing all deposits made to this casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 weeks ago
TranslationSo, to the question...
1. I played many games to win the €25,000.
2. I won the prizes WITHOUT a bonus.
3. It was my mistake because I uploaded the wrong document, but I submitted the correct one immediately, and it seems to have been under review for three days now, even though all the other documents were approved within two hours. This means they're stalling again with the review of the new bank statements!
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1 week ago
- Could you please specify the error you made when submitting the bank statement to the casino?
- Have you received any updates on the verification of your account since then?
Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.f@casino.guru. Thank you for your cooperation.
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6 days ago
Dear ChrizRizz,
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.
