The player from Germany had deposited €80 at QuickWin and received a bonus. After canceling the bonus, her balance had mistakenly changed to €0 instead of reflecting the expected €109. Despite contacting support repeatedly, she had been unable to withdraw the credited bonus instead of her actual balance. It was found that the casino's decision to convert her entire balance into a bonus after cancellation was consistent with their terms and conditions, which stated that withdrawing before meeting wagering requirements voided bonus balances and related winnings. The casino's offer of a €199 bonus was considered a fair resolution, and the complaint was closed accordingly.
QuickWin Casino - Player's withdrawal is delayed due to balance error.
Closed
Our verdict
Other
Amount: €109
QuickWin Casino
Safety Index:Very highCase summary
Discussion
Public
Public
2 months ago
Translation
On March 20, 2026, I deposited €80 at QuickWin and received an €80 (100%) bonus. On March 21, 2026, I increased my balance to €199 and wanted to cancel the €80 bonus to see my actual balance of €109 and potentially withdraw the bonus amount. After canceling the €80 bonus, my balance was suddenly €0 – not €109. After contacting live chat, I was mistakenly credited with a €199 bonus. However, I cannot withdraw this bonus. The correct balance should be €109, not the bonus. Since then, I have been constantly trying to contact support, but they keep telling me that it wasn't my actual balance. Logically, the correct balance should be €109, with the €80 bonus canceled and €109 in actual balance. I've attached screenshots.
Automatic translation:
Public
Public
1 month 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.
Public
Public
1 month ago
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:
- Could you please send me a link or a screenshot of the bonus you activated and played with?
- Could you please confirm if my understanding is correct that the bonus was already active when you reached winnings of €199?
- Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
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
Attila
Sensitive attachment
Sensitive attachment
1 month ago
TranslationI'm attaching a screenshot from March 20, 2026. After receiving the bonus, I increased my balance to €199 on March 21, 2026, and then wanted to withdraw the real balance of €109. To do this, I had to cancel the €80 bonus. After the cancellation, my account balance was €0. So everything was canceled, including my real balance. After complaining in the live chat, I was credited with a €199 bonus. I still have this in my account. However, I should have €109 in real balance. I also have screenshots of the live chat and the subsequent bonus credit. But I can't withdraw the bonus, so it's useless to me. Best regards, J.
Automatic translation:
Public
Public
1 month ago
Hello jusch,
We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Public
Public
1 month ago
Dear jusch,
Thank you for your response. Could you kindly confirm if your bonus balance and real money balances were displayed separately before the cancellation of the bonus? Alternatively, were your balances combined?
Thank you for your patience and cooperation.
Public
Public
1 month ago
TranslationHello, unfortunately I can no longer see that in my account. But the €199 was only an €80 bonus and €109 credit. After the cancellation, the credit balance was €0.
The €199 bonus was only credited retroactively after cancellation and submission of complaints. However, I haven't touched it since.
Best regards [Redacted]
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 month ago
TranslationI only have screenshots of the live chat and my complaints immediately afterwards.
Automatic translation:
Public
Public
1 month ago
Dear jusch,
Thank you for your response. I have checked the casino's Terms and Conditions and this is what I have found:
7.13 Customers attempting to withdraw funds before the wagering requirements are met will have their bonus balance and all winnings derived therefrom voided.
After discussing this matter with our team, we believe that the casino's offer of a 199€ bonus is a reasonable solution. Please note that once you activated the bonus, the casino's bonus terms and conditions apply to your entire balance. In this case, the bonus was canceled after part of your balance had already been utilized, and we are unable to request the casino to return any funds that have been used in gameplay. Furthermore, as outlined in the rule above, the casino reserves the right to void bonus balances and all related winnings if players choose to cancel and withdraw their funds before fulfilling the bonus wagering requirements.
In this instance, the casino made the decision to return your entire balance as a bonus balance, which we consider fair, as both your real money and bonus balance were subject to the same rules from the moment the promotion was activated. I highly recommend reviewing the casino's bonus terms and conditions before activating any bonus offers in the future to avoid similar issues.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Attila
