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On March 20, 2026, I deposited €80 at QuickWin and received an €80 (100%) bonus. On March 21, 2026, I increased my balance to €199 and wanted to cancel the €80 bonus to see my actual balance of €109 and potentially withdraw the bonus amount. After canceling the €80 bonus, my balance was suddenly €0 – not €109. After contacting live chat, I was mistakenly credited with a €199 bonus. However, I cannot withdraw this bonus. The correct balance should be €109, not the bonus. Since then, I have been constantly trying to contact support, but they keep telling me that it wasn't my actual balance. Logically, the correct balance should be €109, with the €80 bonus canceled and €109 in actual balance. I've attached screenshots.

Am 20.3.26 habe ich 80€ bei QuickWin eingezahlt und 80€ (100%l Bonus erhalten. Am 21.3.26 habe ich dann auf 199€ hocheapielt und wollte die 80€ Bonus stornieren, um mein echtes Guthaben von 109€ zu sehen und mir ggfs den Betraf auszahlen zu lassen. Bach der Stornierung des 80€ Bonus war mein Guthaben plötzlich 0€- nicht 109€. Nach Kontakt mit dem live Chat wurden mir daraufhin fälschlicherweise 199€ Bonus gutgeschrieben. Diesen kann ich jedoch nicht auszahlen. Richtig wäre 109€ Guthaben und kein Bonus. Seitdem versuche ich ständig Kontakt mildem Support aufzunehmen, aber dieser teilt mir mit, dass es kein echtes Guthaben war. Logisch ind richtig wäre aber 80€ Bonus storniert und 109€ echtes Guthaben. Die Screenshots hänge ich an.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

1. Could you please send me a link or a screenshot of the bonus you activated and played with?
2. Could you please confirm if my understanding is correct that the bonus was already active when you reached winnings of €199?
3. Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

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

Attila