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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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.