QuickWin Casino - Player's deposit not reflected in the account.

Am 24.5.24 habe ich ein Zahlung von Revolut an das Casino Quickwin getätigt. Das Geld ist nachweislich von meinem Konto abgebucht. Kontoauszüge wurden verschickt. Es wurde bis heute meinem Spiel-Konto nicht gutgeschrieben oder zurück geschickt. Der Support hat die gewünschten Kontoauszüge am 29.5.24 erhalten und antwortet seit 14 Tagen nicht. Der Chat vertröstet nur. Seltsamerweise standen sie beim Einloggen heute da, waren aber direkt wieder verschwunden (3.Screenshot)

Dear Berthie02,

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. 

• Is this your first deposit in the casino?
• Is your casino account verified?
• What explanations and recommendations from the casino were you given from the casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Lieber Thomas,

Ich habe die Antwort direkt an deine Mail Adresse geschickt. Es ist meine ca. 15-20. Einzahlung gewesen. Am gleichen Tag hatte ich meine erste Auszahlung beantragt, die nach 3 Tagen bearbeitet wurde. Eine Verifizierung wurde nicht verlangt. Danke und viele Grüße

Berthie

Has your deposit been credited or returned to your bank accounts since your last message?

Were you in contact with your payment provider and asked about the status of the transaction?

Hallo Thomas,

Nein, noch kein Geld vom Casino gutgeschrieben, schaue jeden Tag rein. Ist immer noch im Pending. Auch ist nichts zurück gegangen. Der Zahlungsanbieter Revolut hatte die Zahlung abgewickelt, das Geld ist versendet und die Überweisung beim Empfänger angekommen. Ich habe von Revolut die Bestätigung, die ich sowohl dir ,als Quickwin geschickt habe. Wenn Quickwin das Geld zurückgeschickt hat, sollte das Casino mir darüber eine Bestätigung liefern, dazu habe ich sie aufgefordert. Ohne diese kann ich bei Revolut nichts erreichen. Wie sollen die nachforschen, wenn mir Quickwin keine Nachweise aushändigt. Ich denke ,es hängt bei Quickwin und die kümmern sich einfach nicht. Bekomme ja auch keine Antworten.

Danke für dein Bemühen und viele Grüße

Angela

Berthie02,

I went over the submitted documents and I can see you uploaded 2 transaction confirmations from 18th and 21st of May. In your initial post, you specified the missing transaction was debited from your bank account on the 24th. Could you please explain which transaction the issue is about and submit the correct transaction confirmation if you haven't done so already?

Hallo Thomas,

Es war wohl der falsche Kontoauszug. Das Geld ging von meine Jeton Visa zu Quickwin. Hier noch einmal der richtige Ausschnitt. Mehr kann ich von Jeton nicht liefern. Natürlich meine Kartendaten mit Namen...wenn benötigt. Ich sende mal noch den Transaktionsverlauf von heute mit. Das Geld steht immer noch im Pendig.

Danke und LG

Angela

Thank you very much, Berthie02, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Berthie02,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear QuickWin Casino team,

Could you please look into the player's issue in more detail and inform us about the results of your investigation?

If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru). I can see there are several discrepancies in the information and details/screenshots provided by the user.

Dankeschön

Hallo Branislav,

Wie geht es nun weiter und warum dauert es jedes Mal 7 Tage, bis ich eine Antwort bekomme? Mein Geld ist von meinem Konto weg und steht heute immer noch im Pending bei Quickwin. Es ist auch nicht zurück gekommen. Es kann doch nicht einfach weg sein. Wenn eine Einzahlungen meinem Konto weg ist und nicht zurück kommt, wer hat die dann? Es ist 2 Monate her. Danke

Mit freundlichen Grüßen

Berthie

Dear Bertie,

Both players and casinos have a standard time for responses (2x7 days), while casino.guru has 7 days.

Currently, we are waiting for the casino's response, which we cannot speed up. Let's wait for the casino's response and explanation.

If they do not reply within the first timer, it will be automatically extended by another 7 days, and I will try to contact them also outside the thread.

Thank you for your patience and understanding.

Dear Customer, 

Thank you for contacting us.

We would like to inform you that the previous transaction screenshot that you sent us belonged to one of the deposit that was already credited to your account. 

We kindly request you to provide us the date when the deposit was missing and a screenshot of the transaction details of the specific deposit. This will help us to check the transaction with the relevant team. 

Thank you for your understanding! 

Best Regards, 

Customer Service 

Thank you both for your replies.

Dear QuickWin Casino team,

Will Bertie's last post help you review the matter again in more detail? Can you inform us about your findings or what else would the casino need to investigate the missing deposit?

Dear Branislav,

We appreciate your correspondence.

We did not receive any additional payments from the customer. However, if they provide us with the exact transaction details, we can ask the payment provider to check if they received any such transactions or not.

We hope this clarifies your question.

Best Regards,

Customer Service

Guten Tag und vielen Dank.

Die Transaktionsdetails, die ich habe, hatte ich schon gesendet. Hier noch einmal im Anhang. Auch die Kartennummer, die ist Ihnen bekannt. Nach Rücksprache mit Jeton bekam ich erst die Antwort, dass es nicht mehr gibt. Auf mein Drängen, leiten Sie es an die zuständige Abteilung weiter. Finden Sie mit den Angaben nichts?

MfG

Berthie

Thank you both for your replies.

Dear QuickWin Casino team,

If it helps, for now, this should be the unsuccessful pending deposit we are talking about here (in the screenshot from the user's casino account).

Dear Berthie02,

The screenshot you shared in your last post looks like a completely different transaction since the time is 9:28... Please provide us with the exact transaction ref. number of the allegedly unsuccessful deposit, and all the necessary details of the transaction - from your payment method provider ("Kundenreferenz" number and all details of the transaction made on May 24, 2024, 00:34).

Can you please contact your payment method provider in question (Jeton?) again, and ask their Customer Support for more details and the statutes (confirmation if all of them were successful and if any of them were not successful, which one and what happened with it) regarding all the transactions made to the casino (deposits made to the casino) during the period in question, all the deposits/transactions made to the casino (May 23 and May 24, 2024) according to the transactions' ref. numbers with the transactions' details (dates and times), which you should mention during the communication with your payment provider, and provide us with the complete communication?

It would be great to know which exact transaction ("Kundenreferenz" and all the necessary transaction details - date, time, bank's internal data of the transaction if there is any) from your payment method represents the unsuccessful pending deposit in your casino account.

Then, once we are clear about the exact transaction in your payment method, we can ask the casino to investigate it further with its payment provider.

Looking forward to hearing from you.

Alright, thank you, Berthie02.

Dear QuickWin Casino team,

Can you turn to the responsible team to investigate the transactions in question with the ORN numbers stated in the player's last post?

Please let us know about the results of the investigation.

Dear all,

Thank you for your patience.

We would like to inform you that the only 1 deposit from the screenshots attached belongs to us, and it is ID 450676345 (which was completed)

Other transactions from the screenshots were not made to us, and, as per payment provider, there was no double charge.

Best regards,

Customer Support

Thank you for confirmation, QuickWin Casino team.

Dear Berthie02,

Can you please contact your payment method provider once again and require their confirmation that both transactions (deposits made to the casino) were successful, successfully debited from your payment method, and were never returned to your balance or were not left "unrealized"/"unreleased"?

It would be great if the communication included your payment method/transactions' details and if you could forward it to my email as an attachment (the email communication forwarded as an attachment or saved and attached to a new email as an attachment, if possible) or as screenshots where all the necessary details are clearly visible.

Since your casino account should be still active and accessible - can you also provide me with screenshots of your transaction history from your account, however, with the casino's logo and the website link clearly visible in the screenshots, which will also show both deposits' IDs and details?

You can send the requested to my email (branislav.b@casino.guru) or in case of screenshots, feel free to post them here, with your response.

Jeder möchte vom anderen die Bestätigung....Es ist wie im Panoptikum:

Dear Angela

Thank you for reaching out to us. 

To help us investigate your concern further, could you please provide either a proof of communication with the merchant or a transaction history from the merchant's page showing that only one transaction was received?

This information will be invaluable in helping us resolve the issue as quickly as possible.

Please send the requested as a reply to this email or to team@jeton.com.

For more inquiries, please send an e-mail to team@jeton.com or contact our Live Support Team available from 07:00 to 22:00 BST, 7 days a week.

Best regards,

Jeton Wallet Support Team

Hallo Branislaw

Hier nocheinmal die Screenshots , die beweisen, dass es Quickwin ist. Heute ist die Einzahlung immer noch ausstehen. Im Screenshot mit den Zahlungen von meiner Jeton Visa Card sieht man , dass die einige Buchungen am 24.5. zusammengefasst haben und es sind genau die beiden an Quickwin dabei. QW hat ja schon bestätigt, dass sie eine bekommen hatten, die andere angeblich nicht . Am Kontostand, wie ich es ausführlich schrieb, sieht man auch, dass die einmal die 50,-€ dazu gebucht hatten, die dann wieder verschwunden sind.

Vielen Dank und viele Grüße

Berthie

Great, thank you very much, Bertie.

Let's wait for the casino's response and the results of their investigation. I sincerely believe they will take into account ORN numbers, the last screenshots from your QuickWin account transaction history, and the details from your payment method as well.

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.

Dear Branislav,

Thank you for reaching out.

Please be informed that we sent you an email to branislav.b@casino.guru. Looking forward to your reply.

Best regards,

Customer Support

Hallo Branislaw,

Ich würde gerne die Antwort wissen. Danke und LG

Berthie

Würde mir jetzt einfach bitte mal jemand antworten. Danke

Hallo Bronislaw,

Warum bitte antwortet Niemand auf meine Fragen.?

VG Berthie

Dear QuickWin Casino team,

Thank you for your email. I replied a while ago - waiting for the details I requested.

Dear Bertie,

I am sorry for the delay. However, there were no questions.

Anyway, while I will wait for further details from the casino, can you please additionally provide me with the screenshot of your deposits, but with their ID (cannot find them anywhere) visible in the screenshot? Something like this one, but with also IDs of the successful deposits of €50 and €26 made on 22 and 23 May 2024:

Das habe ich doch vor 2 Wochen schon gemacht! Ich bin jetzt wirklich sauer! Sie haben alle Unterlagen mehrfach bekommen. Quick win Hat Ihnen geantwortet an Ihre E-mail Adresse vor einer Woche. WAS habe die geschrieben? Ich kann das nicht sehen. Das scheint so, dass ich hier keine Hilfe bekommen. Das Casino hätte ja aus Kulanz einmal etwas anbieten können. Seit 4 Monaten ist mein Geld verschwunden.

Guten Tag

Dear Bertie,

I really do not think so. I told you that I could not find them anywhere.

In the screenshot of your transaction history from the casino, I can see only one ID number, and that is the ID of the allegedly unsuccessful deposit - 450734441. I also need to see the IDs of the other 2 and the successful deposits in the screenshot.

Please, in the meantime, while I am waiting for additional information from the casino outside the thread, either remind me where you provided such a screenshot, with IDs of all deposits made in your casino account transaction history or provide it.

Players are also obliged to fully cooperate in resolving their issues. If you fail to cooperate and provide the requested, the complaint will be rejected.

Thank you for understanding.

Dear Berthie,

Great, thank you very much.

I did not claim that you did not deliver something. I asked you for something that obviously you did not share here yet, but you started to be a bit offensive. I needed to compare those data with the details provided by the casino, to verify the correctness of the data provided by both sides. Now, after a discussion with the casino representative outside the thread, it is already completely clear. However, it will not make you happy.

Yes - the deposit was unsuccessful, but not as you thought. The deposit you see in your player account at the casino was unsuccessful because you did not finish the deposit process completely. It was not processed at QuickWin Casino and the deposit you can see there was not deducted from your payment method. As the casino claimed, none of the 2x€50 transactions went to QuickWin Casino. The transaction below these 2x€50 in your statement shows the previous successful deposit of €50 made to QuickWin Casino, and the unsuccessful deposit was never processed/finished.

Unfortunately, 2x€50 transactions from your payment method were made at a different place, and we/the casino cannot help you with this. The deposit you see in your casino account was never made nor deducted from your payment method. Therefore, after gathering all the necessary information and details, we have no other option than to close/reject the complaint.

I am sorry we were not able to help you with this one, but 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.

At this point, I would recommend you consult the gambling authority, but considering all the information, it would not make sense because there is basically nothing to investigate.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, QuickWin Casino Team, for providing information and cooperation, and for your infinite patience throughout the process!

Best regards,

Branislav, Casino.Guru