The player from Germany is trying to withdraw winnings of 370€ from Quickwin, but instead of transferring the funds to her bank account, the casino has credited them back to her player account. After contacting support, she is faced with conflicting information regarding the cancellation of the transaction and the necessity of account verification.
QuickWin Casino - Player faces withdrawal issues and conflicting support responses.
Amount: €370
QuickWin Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
QuickWin Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case opened
Current status
Waiting for player to reply
5d 14h 44m 10s
Case summary
yesterday
Public
Public
1 week ago
Translation
Dear Casino Guru Team,
I need your help with withdrawing my funds. I registered with Quickwin and made several deposits, all of which went smoothly. Now, I want to withdraw my winnings of 370€, but it's not working. I waited three days after contacting customer support, and instead of transferring the money to my bank account, it was credited back to my player account.
I contacted support again, and they claimed that I had canceled the transaction, which is not true. I then asked how I could verify my account, and they responded that verification is not necessary at the moment.
Can you please assist me?
Automatic translation:
Public
Public
1 week ago
Dear izzy49,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please advise if you've requested another withdrawal?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
1 week ago
Translation
Thanks for the quick reply.
To your questions:
No, this was my first time requesting a withdrawal.
I contacted customer support again and they gave me tips on how to try to withdraw money again, which I have now tried. However, I don't think that will work, as the withdrawal request was submitted correctly on the first attempt.
No, the winnings were not won with bonuses.
I suspect it is more likely due to my "non-verification". However, after asking three times, support insists that no verification is necessary for withdrawals.
Automatic translation:
Public
Public
1 week ago
Thank you for your reply, izzy49. Do I understand correctly that you now have a pending withdrawal?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Public
Public
1 week ago
Translation
I have just emailed you the last chat transcript.
Yes, exactly, I currently have 370€ outstanding for withdrawal.
Automatic translation:
Public
Public
1 week ago
Translation
Good day,
Have you already contacted the casino?
Apparently it was my browser after all. I received the money this morning.
Automatic translation:
Public
Public
1 week ago
Good news! Do I understand correctly we can now consider this case resolved?
Public
Public
yesterday
Dear izzy49,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
izzy49 has 5d 14h 44m 10s to reply
