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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

I'm attaching a screenshot from March 20, 2026. After receiving the bonus, I increased my balance to €199 on March 21, 2026, and then wanted to withdraw the real balance of €109. To do this, I had to cancel the €80 bonus. After the cancellation, my account balance was €0. So everything was canceled, including my real balance. After complaining in the live chat, I was credited with a €199 bonus. I still have this in my account. However, I should have €109 in real balance. I also have screenshots of the live chat and the subsequent bonus credit. But I can't withdraw the bonus, so it's useless to me. Best regards, J.

Denn Screenshot vom 20.3.26 sende ich Ihnen anbei. Nachdem ich den Binus erhalten hatte, habe ich am 21.3.26 auf 199€ hochgespielt und wollte dann das echte Guthaben von 109€ abheben. Dafür musste ich den Bonus von 80€ stornieren. Nach dem Storne war mein Kontostand 0€. Also alles wurde storniert, auch mein echtes Guthaben. Nach meiner Beschwerde im Live Chat wurden mir 199€ Bonus gutgeschrieben. Diesen habe ich immer noch auf meinem Account. Richtig wären aber 109€ echtes Guthaben. Ich habe ebenfalls Screenshots von dem Livechat und dem anschließen gutgeschrieben Bonus. Aber den Bonus kann ich mir nicht auszahlen lassen, daher bringt er mir nichts. Viele Grüße J.

Hello jusch,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear jusch,

Thank you for your response. Could you kindly confirm if your bonus balance and real money balances were displayed separately before the cancellation of the bonus? Alternatively, were your balances combined?

Thank you for your patience and cooperation.

Hello, unfortunately I can no longer see that in my account. But the €199 was only an €80 bonus and €109 credit. After the cancellation, the credit balance was €0.

The €199 bonus was only credited retroactively after cancellation and submission of complaints. However, I haven't touched it since.

Best regards [Redacted]

Hallo, leider sehe ich das in meinem Konto nicht mehr. Aber die 199€ waren nur 80€ Bonus und 109€ Guthaben. Nach der Stornierung dann 0€ Guthaben.

Die 199€ Bonus wurden nur nach Stornierung und nach dem einreichen der Beschwerden nachträglich gutgeschrieben. Diese habe ich aber nicht mehr angerührt.

Viele Grüße [Redacted]

I only have screenshots of the live chat and my complaints immediately afterwards.

Ich habe nur Screenshots des Live chats und meinet Beschwerden unmittelbar danach.

Dear jusch,

Thank you for your response. I have checked the casino's Terms and Conditions and this is what I have found:

7.13 Customers attempting to withdraw funds before the wagering requirements are met will have their bonus balance and all winnings derived therefrom voided.

After discussing this matter with our team, we believe that the casino's offer of a 199€ bonus is a reasonable solution. Please note that once you activated the bonus, the casino's bonus terms and conditions apply to your entire balance. In this case, the bonus was canceled after part of your balance had already been utilized, and we are unable to request the casino to return any funds that have been used in gameplay. Furthermore, as outlined in the rule above, the casino reserves the right to void bonus balances and all related winnings if players choose to cancel and withdraw their funds before fulfilling the bonus wagering requirements.

In this instance, the casino made the decision to return your entire balance as a bonus balance, which we consider fair, as both your real money and bonus balance were subject to the same rules from the moment the promotion was activated. I highly recommend reviewing the casino's bonus terms and conditions before activating any bonus offers in the future to avoid similar issues.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila