The player from Italy, a VIP customer with a fully verified account, had a pending withdrawal request that he believed should be prioritized according to the casino's policies. He expected the transaction to be processed without further delay and threatened to take legal action if the situation was not resolved within 24 hours. We asked him for the withdrawal date and whether he had any successful withdrawals before, but he did not respond. As a result, we were unable to continue the investigation, and the complaint was closed for now due to a lack of response.
QuickWin Casino - Player's withdrawal request is delayed.
Closed
Our verdict
Player stopped responding
Amount: €2,500
QuickWin Casino
Safety Index 8.4 HighCase summary
Discussion
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1 month ago
Translation
Dear VIP Manager,
I am writing to you as a VIP customer with a fully verified account for years.
I have a pending withdrawal request. As confirmed by your support chat, as a VIP player, my payments should have first priority by default.
Having already complied with all verification requirements and site terms, I expect the transaction to be processed and approved without further delay.
I therefore ask you to intervene by manually unblocking the transaction within the next 24 hours. Otherwise, I will be forced to take legal action and file a formal complaint with the gaming and licensing regulator that oversees your portal, reporting the failure to disburse funds and the failure to comply with the terms of VIP customers.
We look forward to hearing from you soon and confirming your payment.
Kind regards,
Automatic translation:
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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.
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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
- Could you please advise when exactly you requested this withdrawal?
- Have you made any successful withdrawals before?
Thank you in advance for your reply.
Best regards,
Kristina
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1 month ago
Dear Danielebianchi,
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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3 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,
Kristina
Casino.Guru
