The player from Greece made three withdrawal requests at Quick Win casino. The casino then requested identification documents, and after providing these, the player’s account was closed abruptly and without a specified reason. Despite several attempts to communicate, the casino states the decision is non-negotiable. We contacted the casino and found out that the player's account was blocked due to suspicioon that the 3rd party could've sponsor the player's deposits. We asked the casino, if they could check the player's proof of source of funds, therefore the player was requested to provide QuickSpin with the up-to-date tax return. The player followed the instuctions and finally confirmed receiving his withdrawals, so the complaint was closed as resolved.
QuickWin Casino - Player's account closed after withdrawal requests.
Amount: €1,500
QuickWin Casino
Safety Index:Very highCase closed
RESOLVED
Case summary
Good evening, I had requested 3 withdrawals at quick win and after a few days they asked me for the identification documents. I sent all the normal ones that I send to all the casinos and they accept me and they just decided to close my account without telling me what the specific reason is. After several emails they decided to reply and tell me that the decision is non-negotiable...
Hello Zspanta01,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with QuickWin Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise when exactly did they close your account? Which documents were accepted and which one rejected? How much did you deposit into the casino in total? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Good evening. They closed my account 2-3 days after I sent them all the necessary documents. They didn't answer me and with this question they don't tell me which document they didn't accept while everything was correct with a green tick at the beginning, I've sent so many emails and nothing. I deposited 20 euros with a deposit bonus, it became 40. In general, from the day they sent me that the withdrawal is not possible, I tried to talk and I didn't get a specific answer. always very polite to explain to me why what I did wrong and after 5 6 emails and 3 days since the last one they answered me very simply we can't answer something is final. Anything else you want, ask me, I'm really trying to find the reason
Hello Zspanta01,
Can you please advise if anybody else from your household have an account in this casino? Also, did they respond to you since your last post here?
No, no one else has an account. All they replied to me is that I have not passed the account identification, I have no other answer for something
Hello Zspanta01,
Would it be possible to forward the same documents after which your account got blocked to nikolas.b@casino.guru? Did you use payment methods belonging to you?
Yes, I will send you all the documents. I always use payment methods that belong to me
Hello Zspanta01,
I did not receive any kind from e-mail from you yet. Please forward the requested information otherwise we will be forced to close the complaint.
Thank you Zspanta01 for the provided information. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hi Zspanta01,
I've just reviewed your case and am sorry to hear about your account being blocked with no explanation. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear QuickWin Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? What were the reasons for blocking the player's account?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
Dear Natalie,
Thank you for reaching out.
Please be informed that we sent you an email. Looking forward for your reply.
Best regards,
QuickWin.com
I hope soon we will have some important development..thanks for your help I await your answers so that this matter can be resolved and the amount I have won can be properly credited to me.
Dear QuickWin Casino, thank you for the email. I've just sent you a reply asking for more details. Please, let me know if you receive it or if you can provide us with the requested information. Thank you.
Dear Natalia,
Thank you for your email.
Please be informed that we replied to it. Looking forward for your response.
Best regards,
QuickWin.com
Thank you, QuickWin, for additional information.
Dear Zspanta01, could you please clarify:
• if you have made bets on sports or you have played only casino games (slots, live games)?
• based on your bank statement, why have you been receiving deposits in small amounts from different people?
I'll set the timer for you for 7 days, please let us know as soon as possible.
Good evening what I have played has to do with Casino games only (slots and live)
These deposits you see are from my brother, my family or my friends through iris and they have to do with food when one person pays for them we send everything via card or to get something from the stand etc. and no one has cash or even if I need to and I don't have money on the card to play, they send me fruit and I give it to them in cash, for completely normal reasons, i.e. I hope I covered you with the deposits, I don't understand what the problem is.
Again, thank you very much Natalia for the help, I hope that a tip will come out at last.
I think it's a little tragic that they are trying to find some unreasonable way for me not to get the money, I'll see what else I have to answer..and the funny thing is that I have not done anything wrong, such a hassle in getting my winnings I have not faced anywhere elsewhere
Dear Zspanta01, thank you for your reply. I've just sent the email to the casino representative asking if they can reconsider their decision to block your account if you provide them with some additional documents like a payslip, which could serve as proof of a legit source of your funds. Can you please specify just in case if you're able to provide the casino with such a paper?
Dear QuickWin Casino, the email was sent to you. Please, feel free to reply either directly to the email or here in the complaint thread.
Do you know if I get this paper from a bank or find it more simply from an application? If necessary, I will call the bank to find out.
Logically, yes, I will be able to, but mainly I want to get the money I've earned, that's what I care about the most.
I hope you sent quickwin and not quickspin email 😂
Dear Customer,
Thank you for reaching out.
In order for us to verify the source of your funds, would you be so kind as to provide us with payslips for May, June and July 2023?
You can send it to our email and we will make sure to check with priority when you send it. Thank you in advance.
Best regards,
QuickWin.com
Dear quickwin I have sent you all the statements you requested. Thank you that there is an intention to solve the problem that has been created I hope for the best and soon there will be positive news
Dear Zspanta01, the casino informed me that they haven't received payslips from you, but the bank statement again. Can you please check if you sent the correct files?
And just to clarify things: a payslip is a note given to an employee when they have been paid, detailing the amount of pay given, and the tax and insurance deducted. So this is the document you receive, let's say on a monthly basis, from your employer in which your salary is stated.
Good evening Natalia. I haven't been working lately and to tell you the truth and when I was working I had never seen such a settlement statement I'm trying to see if I can find something else or if I need to talk to my accountant I'm waiting for an answer to see what they will tell me ask for. The only thing I have for settlement is my tax returns for 2022. Can I find something else or can the accountant or the bank give me some paper, do you know...?
Thank you for clarifying this, Zspanta01. The payslip was required to verify your source of income, however, it may be done by other means, I believe, considering that you've been unemployed recently. It depends on what document you are able to provide and if the casino agrees to accept it.
Dear QuickWin Casino, can you please specify what other documents can serve as proof of source of funds in case when a player is unemployed?
From the experience with other online casinos, the following documents can be used to verify the source of funds: sale of property, inheritance, a gift from a family member, or a loan.
Dear all,
Please be informed that the following documents can be accepted as proof of income in this case:
- Tax return, savings account, tax returns, sale of property, inheritance, a gift from a family member, or a loan.
Unfortunately, tax returns for 2022 that the customer provided us with are too old to be considered.
Best regards,
QuickWin.com
Thank you for the reply, dear QuickWin Casino.
Dear Zspanta01, as I can see the tax return you have sent to the casino (based on what you sent to my colleague Nick a few weeks ago) was issued on 25.06.2022 meaning that this was a tax return for the accounting year 2021. That is indeed quite old. Considering that tax returns are prepared on a yearly basis, you should be able to request for a tax return for a year 2022 (since it's impossible to create a tax return document for a year 2023, which is ongoing). Can you do this?
Or please consider any other options that are offered by the casino in its reply above. Please, let us know, how you would like to proceed. Thank you.
Now I will send, I think I have finally found what you were looking for. I will send you the e9 that ENFIA has until today and in detail all the real estate and property from where I get the income, I think this is more than enough
Dear Zspanta01, let us know when you send everything to the casino and if there's any response from them afterward.
I have great news for you, they accepted it and yesterday 1350 euros were finally credited to my account. Thank you very much for the help and support that was there, I am grateful to you and also thank you to quickwin who had the intention to solve all this
Dear Zspanta01,
That's indeed great news, I'm glad to hear that this 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,
Natalia
Casino.Guru
