The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The player later informed us that he received his winnings, so we closed the complaint as resolved.
QuickWin Casino - Player believes that their withdrawal has been delayed.
Amount: €500
QuickWin Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Translation
On the 29th of August at 1:27 AM, I requested a withdrawal of 500€ (no bonus, all real money). According to your terms and conditions, withdrawals are processed within 3 working days after the application. This has not happened.
Before and after making my request, I asked at least 10 times to be verified. I wanted to know what documents I should submit, the answer was always the same: You don't need to be verified at the moment, if we need anything from you, the responsible department will contact you.
Another support representative told me that not every withdrawal requires verification. Yet another said I could send proof of identity and proof of address to support@quickwin or kyc@quickwin if I wanted to. I did that and also attached my online banking deposits. This was also on the 29th of August!
Despite this, I still can't verify myself, they keep telling me it's not necessary and that my withdrawal is in the final processing stage and so on and so forth. Each support staff provides me with a different excuse. One even told me yesterday that I would receive the withdrawal on the same day, which of course was not true. I seriously question why this casino has such a high security rating. I have read loads of complaints, both here and on Trustpilot (https://www.trustpilot.com/review/quickwin.com), ALL experiencing the same problem. The delays in withdrawals seem to be systematic. It's always the same trick.
Automatic translation:
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8 months ago
Dear HGG95,
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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7 months ago
Translation
Addendum: My account is now verified. Let's see how long I have to wait now. 
Automatic translation:
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7 months ago
Translation
The money has now been paid, I am withdrawing the complaint and will leave a review instead.
Thanks for your helpfulness, Casino Guru!
Automatic translation:
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7 months ago
Dear HGG95,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
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