The player from Germany had his account deactivated by the casino without any prior notice or explanation. Despite having had successful withdrawals in the past, the player was worried about the remaining funds in his account. He had been a player for 4-6 months and had recently received two payments of 500 euros each. The player's account had 8,500 euros remaining when it was deactivated. The casino claimed that the account was closed due to the player not sending the required verification documents within a set 30-day period. However, the player stated that he had sent the documents on the 30th day. Despite the player's pleas, the casino decided to stick with their decision to void the winnings and keep the account closed. The casino did offer to reopen the account for future play but did not agree to return the voided winnings. The Complaints Team had requested proof of the player's claims that he had sent the documents on the 30th day but did not receive any, leading to the rejection of the complaint
QuickWin Casino - Player's account deactivated without explanation.
Amount: €8,500
QuickWin Casino
Safety Index:Very highUnjustified complaint
REJECTED
Case summary
Hello, I tried to log into my account today and was informed that my account has been deactivated by the administrator. About a month ago, I won a considerable sum of money and since then, I've only been withdrawing because I knew that over time, I would spend it all again. Today, when I received the info, I asked for help in the Live Chat where I was told that this decision was made by the management and I can contact the named email for further information. I have now asked why this decision was made. One possible reason could be that I have not yet verified myself, even though all the withdrawals up to that point went smoothly. Could this be the reason, and if yes, could the account be reactivated once the documents are submitted? I am truly panicked that I won't get my money and they might reserve the right to leave things as they are for some reason.
Dear benni123,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with QuickWin Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long you were a player of the casino?
- Did you have any withdrawals 'pending' prior to your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
- Did you achieve your current balance 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,
Tomas
hello thanks for the quick processing.
I play in the casino about 4-6 months. Sometimes more sometimes less.
Yes, before the blocking, I received 2 payments of 500 euros each on August 15th and 17th.
I won the amount of winnings by playing gates of hates and other casino games. No live casino or anything else. I also did sports betting quite often. But apart from the two points nothing. In total there were 25,000 to be paid out, but now all of a sudden I was deactivated for the remaining 8,500.
and to the last question, no. I checked the whole thing extra and checked the "real money balance" and avoided bonuses.
I really liked the casino and would have reported positively about it in the future if that hadn't happened
Best regards
Hello, I got the answer today that I can cancel my player account as written in the terms and conditions within 30
meetings should have sent the following documents.
on July 19th, 2023 I received the information by email and on August 18th I sent the things over. But my account was already blocked. The casino said that I would get my last deposit (100 euros) and the winnings (8500 euros) would be declared void and the account would remain closed.
I want them to make sure that I can get back into my account and that they pay me my money. I am very dependent on the money. I hope you can help me I would be really grateful. I will write complaints in all the forums there are and take action with a lawyer if there is no cooperation from Quickwin or the answer remains the same. It can't be that I lose 5-digit amounts, then don't get my winnings in full because an ID card is missing or something else. In addition, I have always registered online for deposits with my Sparkasse app where
all the data that was needed is there and they have already paid me over 15000 without any documents on my part.
I ask for help.
Thanks for the explanation.
Could you please share with us the correspondence you received from the casino?
Kindly send me the email you received on the 19th of July and any other relevant messages from the casino. Send the information to my email at tomas@casino.guru
Hello Tomas, I just sent the history. I hope you can help me quickly because the casino doesn't answer me anymore. Best regards
Thank you very much, benni123, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello benni123,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.
We would like to invite QuickWin Casino to join the conversation.
Dear QuickWin Casino,
Can you please provide information regarding the player's withdrawal issues and why was the player's account deactivated?
Hi Michael
The reason for the closure was supposedly that I didn't send any data 30 days after the verification request. But I sent it on the 30th day, whereupon there was no reply and my account was already closed. I also deposit 5-digit amounts there, and if you win once and want some of the money you won back (which can ultimately go back in), will you be blocked? But when I lost 5 digit amounts in several days, was everything okay? 😅
how about some justice
dear QuickWin team please cooperate with me and win me back as a player because everything else was fine at this casino 👌
but the trust that you can get the money you win in full is lapsed. When they paid me the first contributions, didn't they give me any information?
maybe in the hope that I complete the verification too late and they can keep the prize? Would you have blocked my lonto even if there had been no profit on it? I don't think so.
I would like you to meet me and show us here publicly that you put customer satisfaction first.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
It shows that no cooperation or accommodation is wanted. I'll wait this week and thank you for your effort. I will then take legal action. Nevertheless, thank you Casino Guru for the effort👍🏼
Dear all,
Thank you for reaching out to our customer support!
Please be informed that the account in question was closed in accordance with the following point of out Terms and Conditions:
5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.
Despite that, as a sign of good will, we have reopened the customer's account and decided to give another chance for verification.
Kindly find the requested documents list and provide them in the Verification section of your Profile.
Thank you in advance for cooperation.
Best regards,
QuickWin customer support
All right! But STOPPPPP!!
It's nice of them to give me the opportunity to complete verification, but they still canceled my winnings!
After such a long wait and disappointment, what's the point of verification or the effort for it if I don't even have the opportunity to continue playing or cashing out any of the winnings described above?
After I lost so much money, only the last deposit that I invested for the profit was made available to me in the account. (100 €)
There are 8500 euros that should be credited as winnings!
So that what you are talking about here also comes to fruition. I really ask that the winnings be credited back to my account so that I can trust that they will really give me a chance and think about the customer. (and don't agree now like here in the forum but the other side of the coin is something else)
Or is it perhaps the case that as soon as my verification is completed, my previous winnings that were still in the account will be credited back
before it closed?!
Then I would be happy and calm!
They make enough money in the industry and in the long term they will earn enough money from me even according to the current balance sheets, so they credit the profits back.
I also sent my personal details and other documents via email on August 19th!
QuickWin show real empathy please I am a long term customer but with all due respect don't act like you are accommodating me just because I have the opportunity in yours
casino to be able to be active again.
The case described here is primarily about my winnings being withdrawn and my account being closed.
not just one part but both points please.
I hope that the matter will be clarified and I am glad that we have received feedback from you and that we have received a positive assessment with a good result and that the situation is a win-win situation for everyone
win one for you: long-term customer
for me: loyalty, understanding, empathy, trust and security and communication with the casino
for Casino guru: another case that has been solved that will definitely make many players aware of QuickWin after a good solution!!
Because there are also complaints at other casinos, it could be that customers of other casinos decide to play at QuickWin in the future if they read and understand this article.
I ask for a positive, quick response
Best regards
I EVEN FIND IT OUTRAGEOUS AND I HOPE I'M WRONG!!!!!!
but if you really give me the opportunity to verify myself and open my account, will I have the opportunity to play again and possibly make losses?
But do you still keep the winnings that are in the room?
Even though my verification would be successful in the future, can I continue to play but the winnings have been cancelled?
That's the contradiction in terms if you want to accommodate me with the action.
Because if the verification had already taken place, I would have kept my winnings, right?
but there it says winnings gone and account due
Now it's in the account but you still lose the winnings (to your advantage)?
that doesn't work ! Either all or nothing !
I hope a solution can still be found!
please understand my emotional situation
I hope I can spend my evenings happily as a customer again soon after the matter has been clarified. But from the current perspective, unfortunately that's not possible!
I hope that changes.
LG
Dear benni123,
I understand that voiding your winnings might not appear fair from your point of view, but if you have not provided the documents in the scheduled timeframe as the casino mentioned, the casino has just applied its right as mentioned in the 5.3 rule
5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time.
Please forward me the email notification with the time and date that the casino team sent you to provide them with your documents for verification, and when you did so, to my email address michal.k@casino.guru
I will send you the emails now.
I was notified on July 19th and it was closed on August 18th. That's not a full 31 days.
Why is it claimed that they can keep the winnings but turn a blind eye to the opening?
if it were about me they would allow me to win and open.
I hope QuickWin sees it the same way, I didn't even touch the 100 euros I got (last deposit) because I'm too disappointed after the whole trouble. Please credit my winnings back and let us have a positive future
Dear benni123,
I have yet to receive an email from you containing the time and date when the casino team instructed you to submit your verification documents. Conversely, the casino team has furnished evidence indicating that you were requested to provide your verification documents on July 12, 2023. So if I'm not mistaken, you have not submitted your documents in the desired time frame, am I right?
Dear benni123,
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.
Dear benni123,
Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.
Best regards,
Michal
Casino Guru
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