QuickWin Casino - Pelaajalla on viivästyneitä kotiutuksia ja tiliongelmia.

I am submitting this complaint regarding repeated, unexplained cancellations of withdrawals from my QuickWin account. When I first requested a withdrawal on 01/08/2025 my balance was $4,510.25, After 15+ attempted withdrawals, repeated cancellations by QuickWin, my balance frustratingly has returned to $4,510.25 once more.

Despite fully complying with all Terms & Conditions, using valid payment methods, and following instructions, QuickWin has:

Cancelled over 15 withdrawals in succession without proper explanation or contact.

Refused to provide proof of alleged "payment provider" issues, which are trivial for them to produce.

Ignored the legally binding live chat promise that failed withdrawals would be manually processed directly to my bank. This manual payment is contractually enforceable, supersedes the standard 3-business-day processing, and cannot be delayed or circumvented by claims of internal issues or "payment provider errors." QuickWin’s repeated failure to honor this promise constitutes a breach of contract.

The are pressuring me to change payment methods even though my original deposit method is valid, still selectable, and deposits processed without issue.

As QuickWin T&Cs state withdrawals must be done using the same method as deposits, my requests for reassurance that doing so wouldn't void my balance have been ignored, and no emails have ever been sent by QuickWin’s finance department requesting any change, leads me to be incredibly wary of doing anything that could breach the T&Cs and have my balance voided, and so I have maintained my original payment method to ensure my balance remains secure.

I have only received automated "withdrawal cancelled" emails when QuickWin cancelled them all, no proactive communications were issued as required by their T&Cs to communicate any issues that may arise in the withdrawal process.

I have never received any emails directly from QuickWin trying to resolve these issues. The only communications I've had are:

One email requesting transaction codes already in their possession; I complied, but received no reply.

Another email, early this morning, replied to a prior ignored email, citing my bank as the issue and instructing alternative withdrawals (only 3 options), providing no proof and ignoring my original concerns.

The full email thread is in doc.

QuickWin has blamed irrelevant factors—technical issues, clearing cache, changing devices, using Chrome, or "payment provider errors"—all unrelated to my account, serving only as stalling tactics. Support repeatedly failed to escalate requests, refused to connect me to finance/management, and claimed "cannot help."

Violations of Terms & Conditions:

Section 6.15: Withdrawals must be processed within 3 business days; repeatedly cancelled before completion.

Section 6.2: Withdrawals must be made via the same method as the deposit; insistence to switch methods risks voiding funds.

Obligations to cooperate with payment providers ignored.

Violations of Curaçao eGaming Licensing Requirements:

Timely and fair payout of winnings.

Transparent communication regarding withdrawal issues.

Safe, responsible, and reliable operations.

Violations of International Online Casino Standards:

Prompt withdrawal processing.

Clear explanations for delays.

Effective resolution channels.

Bank Facts:

All deposits cleared successfully; my payment method works.

QuickWin claims repeated "payment provider errors" with no evidence.

No emails notified blocked/rejected payments, violating T&Cs.

My bank confirmed no payments have been blocked or rejected.

Timeline of Recent Withdrawals:

15+ cancellations in total, including multiple at the 3-business-day mark.

20/08/2025: three maximum-limit withdrawals cancelled simultaneously; no notification.

19/08/2025: one withdrawal cancelled; no proactive explanation.

My Compliance & Efforts to Resolve:

Submitted withdrawals strictly within T&C limits.

Offered full verification multiple times; none requested.

Contacted live chat repeatedly for escalation.

Requested proof of "payment provider issues" repeatedly; refused.

Never received any manual payment despite binding promise.

I sent proof each time it was requested.

Requested Resolution:

1. Immediate manual bank transfer of NZ$4,510.25 in full.

2. Written confirmation for all cancelled withdrawals.

3. Enforcement of the previously promised manual withdrawal process.

4. Direct point of contact in Finance/Management for urgent escalation.

This complaint, backed by emails, live chat screenshots, and withdrawal history, demonstrates persistent non-compliance, deceptive practices, and failure to meet legal and regulatory obligations. Immediate action is required.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

It's important to understand that the casino doesn't have complete control over the payment methods that are offered. There are several factors that can affect this, such as the licensing authority, geographical location, contracts with payment providers, and bank restrictions. Just because a payment method is available for deposits, it doesn't necessarily mean it will be offered for withdrawals as well. Additionally, payment methods can be discontinued at any time, and unfortunately, casinos may be limited in their ability to offer certain payment options to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Could you kindly send me a screenshot of the payment methods you see in your casino profile available for deposits and withdrawals?
• Would you be willing to make a small verification deposit via a different payment method to verify it and be able to withdraw your winnings with it?
• Has the casino suggested paying your winnings manually via your preferred payment method?

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

Veronika

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Hi Veronika, thank you for taking the time to review my complaint. I really appreciate your help and patience as we go through the details.

Question 1:

Could you please advise if you have been informed about any alternative method to withdraw your winnings?

Reply:

I paid with a debit Visa card, which is a standard and widely accepted method for both deposits and withdrawals. My deposits using this card cleared instantly, proving that the method works correctly.

There are no regulatory, licensing, or geographical restrictions preventing withdrawals to my Visa card, as deposits from the same location and under the same conditions have always cleared without issue

QuickWin themselves acknowledged this method but suggested other payment options, stating in their email (19 Aug 2025):

"At the moment, we recommend trying other payment methods apart from card transfers, as these may offer a more reliable experience. Alternatively, you are welcome to provide us with one of the following options for a manual withdrawal: Crypto wallet address, Skrill email address, Neteller account ID or email. Please note that bank transfers are not currently supported for your account. In some cases, it may be your bank that is rejecting the transactions, so we also suggest reaching out to your bank’s customer service to confirm that everything is in order on their end."

Notice that QuickWin are not saying the Visa card won’t work — they use the phrasing "may offer a more reliable experience" and "alternatively you are welcome to provide…" This isn’t a refusal or confirmation that it cannot work; it’s framed like a suggestion or option, which is misleading given my deposits always cleared.

Additionally, the withdrawals reached the payment provider, as QuickWin themselves have confirmed. I also spoke to my bank today, and they confirmed that no payments have been blocked or rejected.

If QuickWin fails to deposit via the same Visa card within a week, my bank will escalate and investigate QuickWin directly. This shows clearly that the excuse of "card not supported" or "bank rejecting payments" does not hold.

I would also like to note that I have still not received any proof from QuickWin regarding any of the issues they have cited, including alleged payment problems. Providing such evidence would be standard practice and is easily attainable to substantiate their claims, yet nothing has been shared.

Question 2:

Could you kindly send me a screenshot of the payment methods you see in your casino profile available for deposits and withdrawals?

Reply:

Yes here you go

Question 3:

Would you be willing to make a small verification deposit via a different payment method to verify it and be able to withdraw your winnings with it?

Reply:

I’m happy to do so if absolutely necessary, but it shouldn’t be required in this case. My deposits with the debit Visa card I used cleared instantly, showing the method works correctly. QuickWin themselves confirmed withdrawals reached the payment provider, demonstrating that my account passes all internal checks. Making a deposit via a different method feels unnecessary since previous withdrawals were cancelled despite my account and payment method being fully valid.

Question 4:

Has the casino suggested paying your winnings manually via your preferred payment method?

Reply:

Yes. QuickWin’s support team previously promised a manual bank transfer if further withdrawals failed. As stated by their agents on multiple occasions:

"If the pending withdrawal is declined then we will proceed with manual withdrawal." – Jeff

"Yes we will proceed with manual withdrawal in case any of these withdrawals are declined." – Jeff

Additionally, Jeff explained in detail:

"So, basically, we send the money to the payment service providers and they send the money to your bank account. The withdrawals were declined from the payment service provider's side and not the bank, this could be a technical issue on the payment service provider's side, so in order to rule this out, we would request you to be patient and wait for the withdrawals to be processed. In case they are declined again from the payment service provider's side again then we will manually withdraw the balance directly to your bank account."

Despite these repeated assurances, this manual payment has not yet been executed, and I have reminded them of this numerous times.

Thank you so much for your time and support, Veronika. I look forward to your guidance on getting this resolved. If you need any further information from me, please don’t hesitate to ask

Update – 22 Aug 2025

2:30pm nzt

Since my last post, QuickWin informed me they would process my withdrawal via manual payment, and asked me to send my bank details.

While this initially sounded promising, the back-and-forth since then has been repetitive and concerning.

When I first sent my banking details, I had already read other players’ complaints/issues about QuickWins confusion over codes, so I included an extra paragraph to avoid any similar issues and ensure the payment could be processed correctly:

> "Additional note for clarity: Please ensure that the SWIFT/BIC code is entered exactly as provided, as any variation will result in rejection by my bank and further delays. This is fully compliant for both domestic and international payments."

Here’s the timeline of emails exchanged:

1. QuickWin: "Thanks, we have received your banking information."

2. Me: Confirmed and thanked them, sent all required information, attached proof of account directly from my bank that wasn’t asked for but did just in case — this screenshot clearly shows all details for international deposits — and included the quote above regarding the SWIFT/BIC code.

3. QuickWin: "After communicating with our Payment Department, we kindly request that you provide us with bank_clearing_system_id – bsb code (not BIC) & account_number – account number + suffix (7 + 2 or 3 digits)."

4. Me: Explained I had already provided this, but resent it anyway along with all my information.

5. QuickWin: "Our Payment Department kindly requests that you provide us with your BSB code."

6. Me: Repeated that New Zealand does not use BSB codes, but again re-sent the details, attaching my bank information and showing exactly where the SWIFT/BIC code should be placed on the form.

7. Me (final email): Stated that I expect the manual payment to be completed by 12 noon their time (which is [X time] my local time) to ensure the transaction is processed before the weekend, as the repeated confusion over the code feels like unnecessary stalling.

Despite me providing everything multiple times — including an official screenshot from my bank confirming the correct SWIFT/BIC code — QuickWin continues to request details that do not apply to New Zealand accounts.

While I am glad they have confirmed they’ll do a manual payment, I cannot help but feel concerned at the unnecessary delays and repeated confusion over the correct banking code, and i wonder if this may just be a stalling tactic into delaying this once more till after the weekend.

I will provide further updates once I receive confirmation that the manual payment has been processed, and again once the funds are reflected in my bank account.

I know my updates are long and detailed, but I want to be fully transparent regarding my experience with QuickWin. Even once this issue is resolved, I hope these notes can serve as a helpful guide for others experiencing similar problems, showing the importance of taking screenshots, keeping clear records, and documenting every step when using online casinos. Doing so in a structured way can provide crucial evidence and support if issues like this arise.

I hope to update soon.

Dear Casino Guru Team,

I’m pleased to let you know that the withdrawal has now been successfully received in my account. I truly appreciate your support and the follow-up throughout this process.

This case can now be considered fully resolved.

Best regards,

FiiK

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear FiiK,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika