QuickWin Casino - Player’s withdrawals are delayed due to account verification.

• This casino blocked my withdrawals to verify, it has been more than 4 months and they continue to be blocked due to the fact that they are not accepting my proof of address. 4 long months, I no longer respond to the website's chat

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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.

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Dear Jalexp,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that verifying the proof of address seems to be the only issue at the moment?
• Have you provided any other documents to verify your account and have they all been approved?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

They requested verification of 4 documents; 3 have already been accepted, while the proof of address, which I have resubmitted numerous times, continues to be rejected, even though it's from a Portuguese bank

Thank you very much for your reply, Jalexp. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

The chat blocked me, and they don't even respond anymore!

Dear Jalexp,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Jalexp,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from QuickWin Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear QuickWin Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They've now blocked access to my account; I can't even log in to send my documents. This shows a complete disregard for casino users, even though I've already sent the requested documents

They canceled my account, claiming that I violated the casino's terms, they said that I used a third party card. I have a card in my name from my HUSBAND's bank account, which I used to make the deposit at quickwinn. now they claim that I violated the terms and blocked my access to my quickwin account

This is proof that the car is in my name and I have not committed any illegality as they are claiming!

Hello everyone,

Dear Jalexp,

thank you for the additional information and for sharing the documents.

At this stage, we unfortunately need to wait for the casino’s official response so they can clarify the situation. We will allow them some time to provide their statement. Once we receive it, we will be able to assess the case further and proceed with the next steps.

Thank you for your patience.

Dear all,

We kindly inform you that we are checking on the matter and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

QuickWin Casino

This is proof that they canceled my account, with a false accusation that I violated the terms.

Hello everyone,

Thank you for the updates.

Dear Jalexp, I understand your concern regarding the account closure and the allegation of using a third-party payment method, especially given your explanation that the card belongs to your husband and is under your control. At this stage, I kindly ask for your patience while we wait for the casino’s full statement so we can properly assess the situation based on both sides.

Dear QuickWin Casino, thank you for your message. Since the player’s account has now been blocked and a Terms violation has been mentioned, I would like to ask you to provide a clear clarification on the following points:

• the exact reason for the account closure and which specific Terms & Conditions clause was breached,
• confirmation of why the card was classified as a third-party payment method despite the player’s explanation that it belongs to her husband and is under her use,
• and whether any supporting verification checks were performed before applying the account restriction.

As the situation has now escalated to an account closure, a general "we are checking the matter" update is not sufficient at this stage. Please provide a more detailed explanation so we can move the case forward.

I will now wait for your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

It's disgusting to see Casino's disregard for my situation, they answered other more recent questions, but didn't pay attention to my case. They make a false and serious accusation of violating the terms, close the account and confiscate the money. This is the quickwin casino, which is managed by the Rabidi NV group.

Hello everyone,

thank you for the updates.

Dear Jalexp,

thank you for your continued messages and for providing additional context and documentation regarding your account and the payment method used.

I understand your frustration, especially considering the length of this case and the fact that your account has been closed with a serious allegation of a Terms & Conditions violation. Your clarification regarding the card ownership has also been noted and will remain an important part of the assessment.

At this point, however, the situation cannot be properly evaluated without a detailed response from the casino addressing the specific concerns raised in this complaint, including the exact reason for the account closure and the classification of the payment method.

Dear QuickWin Casino,

I would like to kindly ask you again to provide a more detailed and final clarification of this case. The player has already shared their explanation and supporting documents, and at this stage a general "we are checking the matter" response is no longer sufficient given the time this complaint has been open.

Please provide a clear statement regarding:

• the exact reason for the account closure,
• which specific Terms & Conditions clause was allegedly breached,
• and how the payment method was assessed in relation to the third-party rule.

Dear Jalexp,

I fully understand your concern and I agree that this case has been open for quite some time without a clear resolution from the casino side. Unfortunately, at this stage we are still bound by the need to obtain their detailed explanation before we can make a final assessment.

I will continue to follow up on this case, and I will come back to you as soon as we receive a proper response from the casino.

Thank you both for your cooperation.

Dear Samuel,

We have sent an email attached evidence for your further review.

Dear Jalexp,

We would like to inform you that due to the breach of clauses 4.1 and 9.1, the winnings have been deducted in accordance with clause 9.4 of our Terms and Conditions.

Furthermore, we wish to bring to your attention to the following aspects of the General Terms and Conditions, which the player had acknowledged upon the creation of the account on our website: 

4.1 :- By opening an account on our Website and by using our Website you warrant that:

<...>

• the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

<...>

9.1 :- The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

<...>

• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

<...>

9.4 : - Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

<...>

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

<...>

We trust that this information will assist in clarifying the matter for you.  

Our team extends its best wishes for your future endeavors. 

Warm regards, 

QuickWin Casino team.

Good afternoon, we have come to the conclusion that there was no violation of the terms and conditions, the card was not stolen nor does it belong to anyone other than me and my husband. We can confirm that we are a couple and the card belongs to us. our card was selected and approved by your team in December. We want to request our money as there has been no violation of the terms. We can prove that we are a couple and live together. So remembering that I sent the photo of the card and this one right above in the conversation.

The strangest thing is that they had already accepted and verified my card previously...

Hello everyone,

thank you both for your updates.

Dear QuickWin Casino,

thank you for the additional information and the evidence provided privately. I have now reviewed the materials shared.

Dear Jalexp,

thank you for the additional clarification. I also noticed the screenshot from the mobile banking application where the same card appears associated with your name as well. Since the key point in this case is the ownership of the payment method/account used for deposits, this could become an important aspect of the assessment.

To help clarify the situation further, I would now like to ask whether you would be able to provide any official bank document confirming that you are also an owner or co-owner of the bank account connected to the card used at the casino.

For example, documents such as a joint account confirmation, bank ownership statement, or any official record showing both names connected to the account could help establish this more objectively.

Once I have this additional information, I will be able to continue assessing the case further.

Good afternoon Samuel, I sent you an email with proof of joint account and supporting documents

I am available for any questions

Hello everyone,

thank you for the updates.

Dear QuickWin Casino,

I would kindly like to ask whether your relevant verification/security team could please take one more look at this case, as the player claims to have additional supporting documents regarding the ownership of the payment method and joint account situation.

Could you also please confirm the appropriate email address or contact channel where the player may send these documents directly for review by the responsible department?

I would appreciate if the additional materials could be taken into consideration before any final conclusion is reached.

Thank you both for your cooperation.

Dear Casino Guru,

We are currently looking into this matter and will update you soon.

Kind Regards,

QuickWin Team

It's been more than 6 months that I want my money. always the same excuse

This money is very important for me and my family, the sooner you pay me, the sooner I can afford better treatment for my autistic son. Please analyze my case as soon as possible, so that I can prove that I did not commit any irregularity

Card Ownership: The deposit method used has my name printed on it. Card verification at casinos requires that the player's name matches the name on the card. This requirement has been met. Payment Precedent: The casino accepted my deposits, allowed me to play and even paid out €11,000 in previous withdrawals using the same account structure. The casino cannot claim retroactive "suspected fraud" only when the balance payable has become high, configuring contradictory behavior (Estoppel).

Dear Samuel,

We would like to clarify that on May 20, 2026, in this complaint thread, we had stated, a breach of Clauses 4.1 and 9.1 of our Terms and Conditions occurred. Consequently, in accordance with Clause 9.4, the associated winnings were voided.

4.1 :- By opening an account on our Website and by using our Website you warrant that:

<...>

• the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

<...>

We would like to bring this to your attention that our clause 4.1, explicitly requires that any credit card, debit card, or account used must belong to the registered player. Evidence supporting this breach related to card used, not in the name of the player was submitted to you via email on May 20, 2026.

Consequently, in accordance with the previously mentioned articles, we believe that a refund of the deducted winnings should remain voided respecting our terms and conditions which the player had acknowledged upon the creation of the account on our website.

We look forward to your update.

Kind regards,

QuickWin Casino team.

That's what I'm saying, sir! The card is in my wife's name, and the account is shared. We have a child together, there is no way this is a fraud. the card was not stolen and there is no proof that I committed illegality

If you want, I can make a screen recording video, where I show that we have access to the same account. This way I will defeat your arguments once and for all!

Hello everyone,

thank you for the updates.

Dear Jalexp,

thank you for providing the additional information and documents. I appreciate the effort you have made to clarify the circumstances surrounding the payment method used on the account.

Before I proceed further, I would like to clarify one inconsistency that appeared during the discussion. In several of your messages you explained that the payment method belonged to your wife and that the bank account is shared between the two of you. In a later message, however, you mentioned the possibility of attending a verification call with your husband present.

Could you please clarify this point so that we have a fully accurate understanding of the ownership and relationship involved? Since the ownership of the payment method is the central issue in this complaint, it is important that all details are clear and consistent.

Dear QuickWin Casino,

I understand that your position is based on the conclusion that the payment method used on the account did not belong to the registered account holder and that this constitutes a breach of your Terms and Conditions.

However, considering the additional explanations and supporting documents provided by the player, I would like to ask whether your relevant department could perform one final review of the case.

Specifically, could you please clarify whether there are any circumstances under which the casino would reconsider its position if the player is able to satisfactorily demonstrate the relationship with the payment method owner, the legitimacy of the funds used, and the absence of fraudulent intent?

Additionally, if the casino maintains that the winnings must remain voided due to the breach of the payment method rules, I would like to ask whether there is any possibility of refunding at least the player's original deposits. While I understand that the casino may not be willing to restore the winnings, I would appreciate clarification as to whether a refund of deposited funds could still be considered as a gesture of goodwill or under any applicable internal policy.

Please let us know whether any such option exists, or whether the decision is considered final regardless of any additional evidence the player may provide.

I will wait for both parties' replies.

bom dia. Nos estamos juntos a tentar resolver a situação. Em uma resposta eu pedi para ele responder por mim, dai ele ter se referido a mim. Quanto à chamada de video eu dei a sugestao para verem que nos estamos juntos e comfirmarem as nossas identidades bem como a titularidade da conta e cartao.

Quero so relembrar que na data que cancelaram a minha conta, nada constava nos termos sobre conjugues. O cartao nao é roubado, nao violei os termos. 

Queria tambem colocar em hipótese que se a questao nao for resolvida aqui e, tendo eu como como comprovar que nao violei os termos, possivelmente tomaremos outras medidas. Foi so quando tentamos verificar a morada 4 vezes que o casino quickwin decidiu que o cartao, ja verificado antes, nao era meu.

Para mim foi agir de ma fe, pois nunca quiseram pagar o dinheiro.

Quanto ao reembolso do depósito, foram 10€, nos nao jogamos frequentemente e foi uma sorte ganhar o premio. Nao se compara 10€ a 33.000€. Obvio que eles vao preferir devolver os 10€.

Deixo aqui tambem o aviso para todos que lerem esta questao aqui: Tenham cuidado com este casino, protejam o vosso dinheiro.

and it makes no sense for Mr. Samuel to give them the option of returning the deposit money. You can’t compare €10 with €33,500. I apologize to both of you, but I'm being made a fool of. evidence with documents is all up in the conversation. If the casino doesn't accept it, it's because they never intended to send me the money.

the minimum I can accept is €23,000

I'm also open to any proposal from the casino, but as you can understand, €10 is not a fair value for the prize won! The minimum I can accept is half of the balance that was available until the account was closed. (Just remember that I'm translating using Google Translate, so there may be translation errors)

Just remembering that if my situation does not progress, I will appeal to the SRIJ (the body responsible for online games in Portugal). What if the casino is illegal or foreign without a Portuguese license? The situation becomes more complicated. SRIJ can: Order the cessation of activity; Have the website blocked in Portugal; Report the case to the Public Prosecutor's Office; Apply sanctioning measures provided for by law.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Samuel,

Please be advised that we have decided to keep the winnings voided. This decision has been made in accordance with our terms and conditions provided earlier on May 20, 2026.

However, as a gesture of goodwill, we have agreed to provide a refund of the original deposit amount, totaling 350 EUR.

We have sent an email attached screenshot of the Finance tab/Cashier history from the player's account, which confirms that their total deposits to date amount to 350 EUR.

Thank you for your time and attention to this matter! We look forward to receiving your update.

Kind regards,

QuickWin Casino team.

To close the matter and avoid more headaches for both of us, I accept the value of 10% of the available balance until the account is closed, thus, the value of 3,350.00 EUR. The amount they are offering me is 1% of my balance, it doesn't make any sense. If they accept, I will close the complaint as resolved. If they do not accept, we will contact a lawyer and the responsible bodies...

Hello everyone,

thank you for your replies.

Dear QuickWin Casino,

thank you for clarifying your final position and for confirming that, although the winnings will remain voided, you are willing to refund the player's total deposits of EUR 350 as a gesture of goodwill.

Dear Jalexp,

I would like to clarify one point, as I believe there may have been a misunderstanding regarding my previous message.

When I asked the casino whether it would consider refunding your deposits, I was not suggesting that this would be a fair replacement for your winnings or that you should accept such an offer. Rather, I was simply exploring whether there was any possibility of reaching at least a partial resolution if the casino maintained its position regarding the confiscated winnings.

As previously explained by the casino, its decision is based on the fact that the payment method used for deposits was not registered in your own name, which the casino considers to be a breach of its Terms and Conditions. According to the casino, this is the reason why the winnings have been voided. My request regarding the refund of deposits was therefore only an attempt to determine whether any alternative solution could be reached despite the casino maintaining this position.

The casino has now confirmed that its decision regarding the winnings is final and that the only compensation it is prepared to offer is a refund of your total deposits in the amount of EUR 350.

Please keep me informed once the refund has reached you. After you confirm that you have received the funds, I will proceed with closing this complaint.

Thank you both for your cooperation.

Mr. Samuel, I believe you didn't understand. I will not accept 350 Euros. Either the platform pays me 10% of the total amount of my balance, or I will continue to be behind on my rights. Just remember that the terms and conditions require that the CARD be in my name, and it is! I've already confirmed this with prints and other evidence. I will not agree if my situation is closed. I will look for a lawyer, I will go after ADONIO NV, RABIDI NV and any company that is operating this unfair and thieving platform!

Please note that a negotiable agreement of 10% of the current available balance would be 3,350 euros, if accepted!

If they don't accept it, I will seek 100% of my prize, not counting compensation for the moral and psychological damages that I have been suffering as a result of this situation. I will not give up €33,500

Hello everyone,

thank you for your updates.

Dear Jalexp,

thank you for clarifying your position. I understand that you do not consider the refund of your deposits to be an acceptable resolution and that you continue to dispute the casino's decision to void your winnings.

However, I would like to clarify that I am not in a position to negotiate settlement amounts between the parties. My role is to assess whether the casino's actions were justified based on the available evidence and the applicable Terms and Conditions.

Dear QuickWin Casino,

the player has confirmed that they do not accept the proposed refund of EUR 350 and continue to dispute the confiscation of their winnings. Before I proceed with my final assessment of this complaint, could you please confirm whether the refund of the player's deposits is your final offer, or whether the casino is willing to reconsider its position in any way?

I will await your response before proceeding further.