QuickWin Casino - Player's refund is delayed and unresponsive.

Dear Casino Guru team,

I’m submitting this complaint regarding QuickWin Casino, which promised a refund that was never processed.

On June 17, 2025, I received an official email from QuickWin support stating that, after reviewing my case, they agreed to issue a refund of 436,500 CLP (401.58 EUR). I replied promptly, confirming my acceptance of the offer and providing the necessary details they requested.

However, the refund was never sent, and the casino completely stopped replying to my emails. I sent multiple follow-ups with no answer.

Due to the lack of response, I also submitted a formal complaint to the Anjouan Gaming License Authority, as QuickWin claims to operate under their license. However, I haven’t received any resolution from them either.

This behavior from the casino is unacceptable and shows a clear breach of trust. I’m attaching the original email in which the refund was promised, my confirmation, and several unanswered follow-ups.

Please help me resolve this issue or take appropriate action against the casino.

Best regards,

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and assist you effectively, could you please provide more details by answering the following questions:

• What was the exact date on which you confirmed acceptance of the refund offer?
• Why did the casino promise to pay you a refund?
• Could you please forward me any additional communication between you and the casino customer support that could be relevant to the investigation of your case? My email address is [email protected].

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

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hola Veronica,

Mucho gusto.

Respondo sus preguntas:

¿Cuál fue la fecha exacta en la que usted confirmó la aceptación de la oferta de reembolso?

Solo para aclarar un detalle. Ante mi reclamo ellos me respondieron el 17/06/2025 y luego de su analisis me respondieron el 27/06/2025 con la propuesta. Yo acepté el mismo día que me llegó la propuesta que fue el 27/06/2025

¿Por qué el casino prometió pagarte un reembolso?

Debido a que ellos incumplieron con mi autoexclusión y activaron mi cuenta.

¿Podría enviarme cualquier comunicación adicional entre usted y el servicio de atención al cliente del casino que pueda ser relevante para la investigación de su caso?

Mi dirección de correo electrónico es [email protected] .

Acabo de enviarle toda la comunicación que tuve con ellos.

Quedo atento a lo que necesite.

Muchas gracias Veronica.

Thank you for your email.

Have you passed the full KYC verification at this casino?

Did you make any successful withdrawals from this casino before?

When was the last time the casino contacted you regarding the refund of your lost deposits?

Hola

El casino se comunicó hace dos días indicando que ellos depositaron los 436.500 pero ese monto no ha llegado a mi cuenta. Me muestran un comprobante de 399 EUR pero eso no fue lo acordado tampoco. Tampoco tengo movimientos relacionados al pago de algun casino o algun medio de pago como Inpay que es el que ellos indican haber utilizado.

Lo que si es que ya me parece raro que los montos acordados no coincidan con los que ellos envian en el supuesto comprobante.

Te adjunto el comprobante, solo te pido bloquearlo ya que tiene info privada.

Por otro lado creo que esto debería hacerlo el casino y no yo.

Muchas gracias

Thank you for the update. Please note that the amount in euros might differ slightly from the amount initially stated by the casino due to conversion rates or transaction fees.

Could you kindly confirm that you are the owner of the bank account mentioned in the statement issued by the casino?

Are you still waiting for the payment, or have you received it in the meantime?

Hola estimada,

Confirmo que recibí un pago de una entidad que desconozco y que puede llegar a impactar mis finanzas a final de año por tema de impuestos a la renta.

En la glosa aparece Origen: "Mercado de Capitales" es como si recibiera dinero por ganancias en mercado de valores cosa que no es asi. Por lo demas el monto tiene una gran diferencia de al menos 60 USD. Por el tipo de cambio que sea es imposible que exista una diferencia como tal.

Pero soy una persona honesta y por eso le hago llegar ese comprobante y confirmo que los datos pertenecen a mi cuenta personal.

Pero no se si entiende a lo que voy y que es extraño recibir algo desde "Mercado de Capitales" a que diga "Inpay..." Una diferencia de 60 USD aprox, son temas que impactan ya sea en que los montos no se acercan y a que el origen me va a traer problemas de impuestos.

Entonces, debo asumir que fueron ellos?

Lo que yo recibí en mi cuenta fue un monto de $379.796 y el EUR a CLP está de 1 EUR = 1117 CLP

Entonces aproximadamente debí recibir unos 445.000 aprox (debería ser mas)

Entonces no se como puedo reconocer que fueron ellos o fue otro casino que me pagó, si entonces fueron los de QuickWin faltarian al menos 60 EUR aprox.

Está de acuerdo con mi analisis? Si cree que estoy mal me lo puede hacer saber.

Pero quiero que cuente con mi total transparencia y cualquier documento bancario se lo puedo hacer llegar para que su analisis pueda ser mas exacto.

Un abrazo estimada

Have you checked whether the reference number of this payment matches the reference number on the payment document provided by the casino?

To help us verify this, could you please forward the payment receipt showing all the necessary details to identify the transaction to my email address: [email protected]?

Dear Chrisnoff,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Chrisnoff,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika