QuickWin Casino - Player's account has been blocked.

Guten Tag.

ich hatte großes Glück, im Quwickwin Casino der Gruppe Rabidi N.V.

ich hatte insgesamt 52€ einbezahlt und einen Gewinn von über 10k erreicht.

ich habe ohne Bonus gespielt.

die Auszahlung wurde immer wieder rückgebucht auf das spielerkonto. Das war das erste Problem das ich hatte.

heute jedoch musste ich feststellen, dass mein Account deaktiviert wurde.

als ich im Live Chat nachfragte , sagte man mir, dass ich dies auf eigenen Wunsch veranlasst hätte.

warum sollte ich meinen Account mit einem Plus von 10k deaktivieren lassen?

bitte bitte hilft mir.

Dear jonasbraeuchler,

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 passed the KYC verification before the casino blocked you?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

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

Guten Tag,

danke für Ihre Hilfe.

eine KYC Prüfung hat bisher noch nicht stattgefunden, im Profil bei mir stand, dass dies bisher noch nicht nötig ist.

trotzdem habe ich alle Unterlagen nach der Anmeldung an das Casino geschickt! Es wurde jedoch nie darauf geantwortet.

eine erfolgreiche Auszahlung hatte ich bisher nicht.

Ich habe zwar immer 500€ in der Auszahlung gehabt, diese wurden aber immer wieder zurück auf das spielerkonto gebucht.

Thank you very much, jonasbraeuchler, for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.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.  

Vielen Dank Kristina für deine Hilfe

Dear jonasbraeuchler,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear jonasbraeuchler,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hallo Zusammen,

mitrerweile wurde mir der Betrag voll ausbazahlt..

somit ist dieser Fall gelöst!!

Vielen Dank

Jonas

Dear Jozef,

Thank you for reaching out!

We have sent you an email regarding this case. You can find it under the subject line "Regarding the Quickwin complaint"

We hope that it will provide more clarity on the case.

Best regards,

Customer Support

Dear jonasbraeuchler,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef