QuickWin Casino - Player's withdrawal is delayed and account limits imposed.

In the communications I've received, I've always felt like I was dealing with a broken record. The first withdrawal to my card was cancelled after a few days, they say due to a provider issue. After several chats and emails, they advised me to proceed with the withdrawal by bank transfer. To date, nothing has been done. They replied to my email that they classified the players as less or more privileged, who are on the list. Everything is in order for them, but they don't say within what time frame the credit will be made. The €500 has been removed from my account, and I have just over €400 left in my account. The winnings came from a free bet assigned as per the promo after the requested top-up. Furthermore, without any explanation, they limited my bet amount to €1 by decision of the Bookmaker. The screenshot is from July 9th.

Hello, 

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

• Have you made any successful withdrawals before?  
• Could you please confirm that you have passed the KYC verification? 
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread. 

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Honestly, I have never had any problems with this casino. Verification was never requested and to this day the withdrawal always seems to be in progress in my account. The €500 is not there. The strange thing is that they also limited my betting to one euro. But in the end, when you ask for explanations, the answers are always generic. They tell you that everything is fine, that the problem was a provider issue and so on.

Good evening, is there any news?

Hello,

thank you for your reply and patience.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello,

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.

Sorry, I don't understand what this means. What should I do?

If you are referring to the email with the chat screenshot I already sent it to you, did you receive it?

Hello,

thank you for your reply.

I have tried to look for your email but unfortunately was unable to locate it. Could you please resend it? My email address is katarina.d@casino.guru.

Kindly notify me here in the thread once the email is sent.

Alternatively, you can post the communication here in the thread.

Looking forward to your reply,

Katarina

Good morning sent now.

katarina.d@casino.guru to this email

but doesn't it end with guru.com or something else?

These are the screenshots to date of communications with the casino. I tried to put them in chronological order. If I couldn't, there are dates in each screenshot.

The email comes back to me with the error

Hello,

thank you for your messages.

I am not sure why the emails bounced back, it may have been only a short term issue.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

I remain waiting, thank you very much

Hi,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Okay, perfect. As of today, the €500 withdrawal hasn't been credited, nor is it in my account. They say everything is normal. I've been waiting for two months.

Dear All,

Thank you for reaching out to us.

We are investigating the matter with the relevant department.

Once we have an update, we will let you know.

Best regards,

QuickWin Casino Team

Dear All,

Regarding the sport limits, please refer to the point 16.2.23 from our T&C, to which the player has agreed on while registering to our page:

"The company has the right to limit the maximum bet for individual events and also limit or raise the maximum bet for specific persons without giving an explanation"

The withdrawal request, will be finalized after the player's account is verified.

The player will receive an email regarding the requested documents, which should be uploaded from their account through the verification tab.

Once we receive the documents, the verification will be initiated, and after verification is completed, the payment of the funds will be finalized.

Thank you in advance!

Best regards,

QuickWin Casino Team

Dear LelloX47,

I can confirm that the casino may limit the size of bets at their discretion, which is standard practice across casinos and bookmaker sites.

As for your withdrawal, have you been able to provide the required documents and complete the account verification? Once that’s done, the process should move forward smoothly.

Ok for the game. They have now communicated the request to authenticate the account. I will proceed to upload the required documents as soon as possible. I will update you.

Proof of residence is ok

For the paper and the movements I am still waiting

I uploaded Document and Delphi but it doesn't seem to be taking them into account.

let's see what happens for a moment

Documents also sent by email.

Update

Of the documents uploaded so far, they've approved the residency; the others are still being verified. The whole process will undoubtedly drag on, as they've been doing so far, and from time to time, they'll find new excuses not to pay. I don't recall any casinos taking this long and failing to provide either positive or negative responses for verifying the various documents.

Dear LelloX47,

I understand that the verification process can feel exhausting, but please be assured that once it is completed, any future steps at this casino will be much easier.

Kindly let me know if there are any updates.

Ok

Dear LelloX47,

The relevant department has informed us that you need, first and foremost, to pass the Onfido ID verification via the verification section in your account.

Once that is done, the rest of the documents will undergo the verification process, and the process will be finalized.

Best regards,

QuickWin Casino Team

I must have uploaded the photo of the document in front of the back of the ID card at least three or four times with a screenshot of my face with the document and every time I finish it tells me waiting to examine everything done. When I reconnect, it asks me to upload the document and already the fourth time, I no longer know what to do.

I wrote that the Postepay I use is not a physical credit card but a virtual one. In other casinos where I play, it was enough for me to send them the screenshot of the transactions with the card header from the Chrome browser. To date, no one has responded to me. I have never had so many difficulties identifying a gaming current account. As for this casino, I don't know if it's the phrase in general or not, but even the answers they give take days. There is never a question and answer service within 24 hours. Time always passes, so even if someone makes a mistake, 345 days pass to know that they made a mistake, provided they tell you.

Account verified let's see if they proceed with the payment

Dear LelloX47,

The verification process is now complete, and I am confident there will be no issues with your payment.

Could you please confirm once you have received it?

Ok I'll keep you updated

Dear All,

The player's withdrawal has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in their account, however, this is subject to the payment method used and their bank's standards.

If you have any questions, please let us know.

Best regards,

QuickWin Casino Team

Ok I'll update you

Another new development: the first part of the withdrawal was successful. The remaining part, i.e. 440 euros, found yet another excuse to cancel the withdrawal.

And the remainder of the winnings that they did not want to pay as the first part of the withdrawal on which you intervened and after the identification of the account they paid

Now they have found an excuse that is quite ridiculous from my point of view, because it has no logic whatsoever. If you could solve this problem too, you would be doing me a great favor. I remain embarrassed by the treatment I received from this casino.

After they cancelled it, they sent me another email and told me if I cancelled it, exactly the same procedure before your intervention.

Requested withdrawal again let's see

I’m extending the timer by 7 days. Please let me know once you receive the payment, or feel free to close the case at that time.

Dear LelloX47,

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.

Good evening, they refuse to pay the remaining €440. I've lost all hope. I'll have to accept that I only have to withdraw a portion of a winnings I've regularly obtained. Now they claim that I have to wager it three times before withdrawing the remaining amount, as per the rules, but I can assure you that the free bet I used to win the rebet was x1. Now, however, I claim that I have to wager the amount x3. But how can I do a rebet x3 if they've limited my account to €1 for bets? I've asked them about this, but they're not responding. Their goal is to not pay the remaining portion of the winnings.

I'd be curious to know if you ask them what they'll say or what instructions they give for unblocking, but you ask them and no one responds to the requests, and if they respond to the email, they don't answer the questions. How can anyone find a solution? It's impossible, and the feeling is what they want.

Can you give me another hand to unravel this situation I don't know what to do anymore

Dear QuickWin Casino Team,

Thank you very much for your cooperation. Could you please explain in more detail what is happening with the remaining balance of 440 EUR, which you are requesting to be wagered three times?

I can confirm that this is quite difficult with the maximum bet limit of 1 EUR, as this would require a total wagering amount of 1,320 EUR, meaning 1,320 individual bets of 1 EUR each.

From what I understand, and I don't know if I understood correctly, the final part of the amount, that is, 440, is currently being withdrawn, and they've used the excuse that I have to replay x3 before withdrawing it. So far, they haven't specified whether it's the value of the free bet I won with, worth 70 euros, or the full amount, as you wrote. They replied that to unlock the amount, I have no other option than to play more bets at 1 euro, and that the limitation was placed by the bookmaker and not the casino. Talking to the casino is a nightmare, and they almost never answer questions, and above all, you don't know when they answer. Now I've tried playing 210 euros in single bets of 1 euro to get to the x3 of the free bet, then I'll try to withdraw again and I'll update you. However, they changed the rules on the fly; the free bet I played with and activated for me had x1. Then, thanks to you, they let me withdraw a portion of 500 euros, but now we're in the situation mentioned above.

Dear LelloX47,

After checking your account we noticed there are still open bets.

Kindly note that we are only able to process a withdrawal after all bets are settled.

Please contact us again when your bet has been settled as Won or Lost and we will be happy to process the withdrawal for you.

Kind Regards,

QuickWin Casino

Ok perfect I'm curious, there are 3 bets missing that close on the 27th to complete the x3 of 70 euros of the freebet, I played 210 euros, let's see how they behave, I'll update you as soon as I proceed with the withdrawal

Let's see what excuse they'll come up with. I don't have any open accounts.

Dear LelloX47,

May I kindly ask if there are any updates?

As of today the withdrawal request is still in progress, I will update as soon as there is news.

I can confirm that the withdrawal was processed properly, and today I can say that one of the most negative experiences I've had with online gambling has ended. I believe that without you, none of this would have been possible, as they managed to change the rules of engagement multiple times and repeatedly refused to honor my right to withdraw the money from a winning bet. I reiterate my gratitude for your work and for you, who personally handled my dispute. If I won in gambling, you won in your professionalism. Thank you for everything and I wish you all the best.

Dear LelloX47,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jozef Krucay

Casino.Guru