The player from Germany had won 1000 Euros on Quickwin and attempted to withdraw 800 Euros. However, his account was closed without explanation, despite him reaching out to the live chat and email support. The casino did not initially respond. After the player had provided additional information and threatened to report the casino for fraudulent intent, the casino verified his documents and processed his withdrawal. The player confirmed that he had received the payout. The issue had been resolved with the help of the Complaints Team.
QuickWin Casino - Player's account has been unjustifiably closed with winnings.
Amount: €800
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
10 months ago
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11 months ago
Translation
Hello, I deposited 50 Euros from my personal bank account to Quickwin 3 days ago. After some time, I won over 1000 Euros (as seen in the screenshot) and I wanted to withdraw the amount when it hit 800 Euros. Unfortunately, my attempt was not successful, so I explained the situation to the casino through the live chat. My account was then closed by the administrator for no apparent reason. I contacted the live chat again and they told me that the account was closed upon my request. The lady (Lia, if I remember correctly) promised to investigate the matter, assuring me that it would be forwarded to the appropriate department and that someone would get back to me. Unfortunately, this has not happened as of yet. I've also written a separate email to the casino's support email address, but I am yet to receive any response.
Automatic translation:
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11 months ago
Dear marsderry,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with QuickWin Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm if you passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
Could you please specify if your account was blocked temporarily or permanently? Have you discussed blocking your account in your chat with customer support?
Do you have the chat transcript of your conversation with customer support? If so, please forward it to veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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11 months ago
Translation
Hello Veronika, I didn't have to carry out any verification process (other than email confirmation).
It was clear in the account that no verification was necessary.
I didn't use any bonuses when making a deposit.
I can't say exactly whether my account is closed permanently or just temporarily. When I try to log in I get a text: Your account has been deactivated by the administrator. I mentioned exactly this in the chat, but I was only told it would be forwarded to a department but I didn't get any explanation or update from Quickwin.
Unfortunately, I don't have a chat log because I was kicked out of the account right after I asked for help.
Edited
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10 months ago
Thank you very much, marsderry, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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10 months ago
Hello, marsderry!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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10 months ago
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.
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10 months ago
Dear Customer,
Thank you for reaching out to us.
We would like to inform that we are reviewing your account with the relevant department and we will provide you a response as soon as we have an update.
Thank you for your patience!
Best Regards,
Customer Service
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10 months ago
Translation
I sent the requested data 5 days ago, unfortunately once again no response from the casino, as I have already been waiting for over a month for the problem to be solved. I ask for your understanding that I am no longer patient, I advise you to transfer the outstanding €800 immediately Otherwise, I would consider filing a police report for fraudulent intent.
Automatic translation:
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10 months ago
Dear Customer,
Thank you for providing the necessary documents. We are happy to inform that the documents were checked and accepted.
The withdrawal will be processed soon. We sincerely appreciate your patience!
Best Regards,
Quickwin
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10 months ago
Thank you, QuickWin Team!
marsderry, please, let us know as soon as you will receive your withdrawal!
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10 months ago
Dear marsderry,
I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.
I thank you for your cooperation and patience, 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.
Also, I would like to thank the casino for their assistance with the issue!
Best regards,
Pavel K
Casino Guru Team
