The player from Italy had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player reported that the casino claimed to have processed the transfer, but the bank stated the transfer was canceled and returned to the sender, leaving the player without the funds. Despite reminders, the player failed to respond to further inquiries from the Complaints Team. Consequently, the complaint was closed due to lack of communication, with the option to reopen it if the player resumed contact.
QuickWin Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €500
QuickWin Casino
Safety Index 9.2 Very highCase summary
Discussion
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5 months ago
Translation
Good morning, I requested a withdrawal of €500 on Tuesday, December 16th. On Saturday, December 20th, I received an email confirming the withdrawal was completed. To date, the money hasn't arrived in my bank account. Usually, as soon as the email arrives, the money is available immediately. This time, however, it wasn't. I became suspicious, so I contacted my bank, who promptly replied that an instant transfer had indeed been booked into my account, but it was cancelled, failed, and the money was returned to the sender. Two days later, I contacted the casino, and they insist that it's not true that the money was properly sent and accounted for. Can you help me resolve this issue sensibly? Because the casino doesn't believe me. They even asked for screenshots of chats with the bank because they thought I was lying. Please help. Thank you.
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5 months 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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5 months ago
Dear Vdan,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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5 months ago
TranslationThis isn't a matter of delays. It's a matter of the casino claiming to have processed the transfer, while my bank says the transfer was made, but it was canceled and didn't go through, so it was returned to the sender. Now, I don't know where this money is... but it's definitely not in my possession. And that really doesn't sit well with me.
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5 months ago
Dear Vdan,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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4 months ago
Dear Vdan,
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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4 months 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,
Attila
Casino.Guru
