QuickWin Casino - general discussion (page 22)

Does this situation happen often and is there any way to verify whether the process is already running? Has anyone contacted the casino directly?

You can see everything in your complaint. When the casino is contacted, you will also see it there. Later, our team will ask you everything necessary and when they have it, they will contact the casino.

If you have any further questions, you can find all the information about the process here .

Unfortunately, I still can't withdraw my winnings; I only have €5,000 left out of the €25,000, but that's exactly what the casinos want – for you to gamble away your money again before you can withdraw it.

The support chat still says they have "apparently" been reviewing the document for 7 days!!!!!

Although the other 4 documents were confirmed on the same day, haha, it's a joke.

Yesterday something changed slightly; I can now access the withdrawal option, but when I enter an amount and try to withdraw, I get an error message saying: An unexpected error has occurred.

And I haven't been able to open the support chat since yesterday; they must have blocked me so they can delay things even longer.

I know this is an unpleasant situation. But please stay calm, and our team here will be there to help whenever possible. Don't gamble with your money, even though the wait can sometimes be agonizing; everyone wants to get their money. It’s not a small amount you’ve won, so if you’re patient, I think you’ll get everything eventually. 🙂

Yes, it's a small amount because my €25,000 was almost gone already....

But now I have €3,500 to withdraw again.

Just hang in there please.

My case with the Quickwin casino was stated to have been resolved, the payment was €11,000 level 5, the current payment balance of €96,900 was paid out drop by drop and that's what I begged to be paid out to me every day. As soon as the case was settled here, an hour later they asked me to verify the account, with the fact that the account had been verified and confirmed several times that everything was fine. After two days I sent all the possible documents they asked for. I sent several invoices to prove my residential address, then several invoices to prove that I am the owner of the account, so I can't even know what they were looking for anymore. As soon as all this was sent to all possible e-mails from the casino, they made 3x500€ payments that were pending for 10 days and blocked my further payment.

Hello, so it's not actually over yet? Oh, I'm sorry to hear that. Well, in that case I would suggest following the last complaint instruction: "If the withdrawal pace significantly slows down or payments stop altogether, please do not hesitate to contact us and request that the complaint be reopened." To me it sounds like this is it, what do you think?

I pressed for it to reopen a week ago and wrote an e-mail to Kubu but there is still no response. Now they claim that I have reached the limit and I was paid €4500 and the limit is €7000. That's why I wrote there because I don't have the opportunity to write further on my complaint and I can't open a new one for the same Casino. I can't do anything and I have all the evidence that it was manipulated. I even sent an e-mail to Kubu to see how they showed him two payments that were made in June and were only processed on July 1st with the same ID number. Both times processed. Pay attention to the €100 on June 23rd and July 1st. I received €100 paid out as can be seen on my bank statement on July 1st

Unfortunately, we're not getting our money on time 😞. Everything is currently blocked on my account, and they said I've already received my monthly limit. Unfortunately, that's not the case. I've been waiting for a week so I can properly explain what's going on with my account. I still have €96,900.00 there. They always do this; I can't get my money into my life. I'm going to die from all this stress.

It's unconvincing, but the whole complaint team is dealing with an extreme number of active cases per single mediator and I guess this has been causing delays. I know, it's not good... Let me send a quick note to Kubo, at least. I understand what you have been through and I completely get it's been drawing you mad. I would feel the same, I reckon.

Please, if it's not a problem, contact me, because now they have completely blocked my payment, I can't even put it on hold. I think it's wrong and during this month I received €4,500, which is far from €7,000, and the amount they owe me is huge.

Well, I have some follow-up from Kubo, but I have left the rest in his hand. Every time you reached out to him, he double-checked the payout progress and the limits were met in the end. The way I understand it, the casino is still willing to pay, but occasionally some payouts can be lower, and maybe the overall number of currently active withdrawals plays a role?

I won't speculate, because I'm not at all familiar with the payment history. Kubo is aware of the whole situation, but it's important to be patient and perhaps reconsider reaching out while the casino is still paying, if you see where I'm heading. Such a grand sum is never paid easily, thanks to all those limits, based on what I have seen in the forum posts and complaints. That's my experience. If the casino claims the monthly limit has been reached, it could be the reason for not allowing another active withdrawal. It's not cool, but technically it could make sense.

Thank you🙏. The case has now been reopened and I sincerely hope it will be resolved in a positive way🙏

Of course, you are welcome. I imagine I was a bit too straightforward earlier, but no matter what, we share the same goal: to see you paid in full. 🤞🤞🤞

Best regards, dear Ratka, my complaint has been closed again without any further response. They haven't written me anything specific. Payments were made for a while, but now they are late again. No response from either Kuba or Qwick, who is responsible for the license. Please can you help me with this🙏

Hello Durdica, I see the complaint was closed and the summary says "After extensive communication, we concluded that the casino was still processing her balance within the applicable withdrawal limits, so the complaint was closed as rejected because the remaining issues were treated as disputes over payout pace, VIP benefits, and historical transaction timing rather than a complete failure to pay."

I guess something similar went to you through email.

I'm sorry, we cannot help with everything; some situations are beyond our scale. I fear we do not have enough capacity to follow every related payment and its timing; we can, however, distinguish whether the casino keeps paying or not in the long term. When it comes to licenses, this casino currently has none, or at least did not the last time my colleagues checked.

Dear Ratka,

Thank you for your message and for explaining the position of Casino Guru.

I understand that the previous complaint has been closed and that Casino Guru cannot follow every individual payment and transaction indefinitely.

However, I would like to point out that a new problem has now appeared after the complaint was closed, and I am being referred back to QuickWin Support for answers.

The problem is that QuickWin Support has been effectively unavailable to me for approximately two months. I have repeatedly contacted them by email with specific questions and requests for information, but I have not received meaningful answers to those requests.

This is not simply about me being dissatisfied with the speed of a particular withdrawal.

I have repeatedly asked QuickWin for basic information concerning my own account and withdrawals, including:

the complete withdrawal history and exact processing dates;

an explanation of how my withdrawal limits were calculated;

an explanation of the changes to my VIP/withdrawal level;

clarification of the verification process and why it was repeated;

clarification of the delays and restrictions placed on my withdrawals;

and clarification of the amounts actually paid to me compared with the amounts QuickWin says were paid.

QuickWin has even stated that my transaction history was provided to Casino Guru and that the requested information would be sent directly to me. I still have not received that information.

Therefore, I cannot simply be told to contact Support again when Support has already failed to answer my emails for approximately two months.

I also want to make clear that I am not asking Casino Guru to follow every payment indefinitely. I am asking that the fact that the casino's own support/complaints channel is not providing answers be taken into consideration when assessing what options remain available to me.

There is also now a new issue concerning the regulatory status of QuickWin. You mentioned that Casino Guru could not currently confirm that the casino has a valid licence, or that it did not have one when your colleagues last checked.

This makes it even more important for me to obtain a clear answer directly from QuickWin regarding:

the exact legal entity operating my account;

the exact licence number applicable to my account;

the regulatory authority responsible for that licence;

and the official procedure available to me for escalating an unresolved player dispute.

I have provided evidence throughout this case and I continue to keep records of all correspondence, withdrawals and payments.

I do not want the situation to be reduced to "the casino continues to pay" while the fundamental questions about the history of my withdrawals, the restrictions placed on my account, the VIP-level reduction, the verification process and the outstanding documentation remain unanswered.

I understand that Casino Guru has now closed the complaint. I am therefore not asking you to reopen the entire historical investigation simply because I am unhappy with the outcome.

I am asking that this new development be noted: QuickWin is directing me to Support, while Support has not meaningfully responded to my repeated requests for approximately two months.

I will continue documenting everything and will now pursue the appropriate regulatory/ADR route, but I wanted this new development to be recorded publicly in the Casino Guru complaint so that it is clear that the matter has not simply disappeared because the complaint was closed.

Thank you for your time and for your honest explanation.

Dear Ratka,

Thank you for your honest explanation.

I have now checked Casino Guru's current QuickWin Casino review myself, and I noticed something that I believe is highly relevant to my situation.

Your current review states:

Owner: NovaForge Ltd

Operator: NovaForge Ltd

Licensing authorities: No license

Monthly withdrawal limit: €7,000

You also told me yesterday that, regarding licensing, Casino Guru currently has no confirmation that this casino has a valid licence.

This raises an important question for me:

If Casino Guru currently states that QuickWin has no gambling licence, who is actually responsible for regulating my account and resolving my dispute?

QuickWin has repeatedly referred me to its Support and Live Chat, but Support has not meaningfully responded to my emails for approximately two months. I am now also unable to log in to my account at all, so I cannot even access the normal logged-in Live Chat or monitor my account and withdrawals.

I have already sent QuickWin another formal request asking them to explain why my account is inaccessible and to provide their exact legal entity, licence number and regulator. I have not yet received a response.

This is why I believe the new inability to access my account is particularly important.

I understand that Casino Guru cannot monitor every individual payment indefinitely. However, this is now no longer simply a dispute about whether a withdrawal arrived a few days earlier or later.

There is now a question of:

who operates my account;

under which licence, if any, my account was operated;

who is responsible for supervising the operator;

why I can no longer access my account;

and what formal dispute-resolution mechanism is actually available to me.

I would therefore ask Casino Guru to clarify one thing for me:

If QuickWin currently has no licence according to Casino Guru's own review, which independent ADR or regulatory authority should a player in my situation actually use to resolve an unresolved dispute concerning funds held by the operator?

I am asking this because I do not want to spend additional months being sent from QuickWin Support to Casino Guru and from Casino Guru back to QuickWin Support when neither channel is actually resolving the problem.

I am trying to follow the correct formal procedure and I would appreciate a concrete answer as to where I should take this matter next.

I will also provide Casino Guru with evidence that I currently cannot access my QuickWin account.

Thank you for your assistance.