QuickWin Casino - Player's transaction is delayed.

Unpaid deposit. Almost a week now of waiting even though someone from their live chat said their finance team was going to release the funds yesterday. Emailed again today and someone said they will release it soon but never confirm a date where they’re finance team will handle it. They all keep saying there’s a delay and it will be released soon.

Dear kathlinelemeki,

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 clarify if the transaction that is delayed is a deposit in the casino or a withdrawal from the casino?

Could you provide more details as to how the casino informed you about the situation?

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

Delayed withdrawal from the casino.

I messaged someone on the 3rd business day as I saw their withdrawal timeframe was 3-5business days. The rep who answered my query said it’s the 3rd business day so therefore their finance will process within the same day and that I would receive an automatic email once it has been processed.

2 days past and I still haven’t received that automatic email and when I logged into the casino account I can see the withdrawal is still pending. I emailed the live chat again and I was told to be patient as the withdrawal will be processed soon. I asked for a timeframe but she avoided answering me. Instead of giving me a timeframe they kept replying saying it will be processed soon.

the terms and conditions say they process refunds request within 3 business days

Thanks for the clarification, kathlinelemeki.

Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you. 

Could you please specify when exactly you requested the withdrawal and if it's currently 'Pending' in your account? Have you completed KYC verification in the casino?

I'll await your reply.

I originally requested my refund on the 5th June. On the 3rd working day someone said on their live chat that it was going to be processed that day as it is the 3rd working day. It’s it is normal for refunds to take 14 days, they should update their terms and conditions to say 14 days as this is misleading for someone looking at the casino before deciding to play. I have played with other online casinos like Wildz, spinyoo, skycitycasino and high roller and they pay withdrawal request within 3 business days this is why I am concerned as this is the longest I have had to wait

another reason why I am concerned is I logged in this morning and saw that my request for withdrawal is no longer pending and the $200 has been put into my casino account! So now I have to request the withdrawal again! Does this mean I have to wait another 14 days from today? This company is just scamming at this point.

I tried to complete the verification but it says I don’t need to be verified at this point, so this can’t be the reason why the withdrawal is taking a while.

Thanks for the explanation.

Please understand that on casino.guru we find the situation acceptable the player might wait for a withdrawal up to 14 days without a need for our intervention in the matter. We are not in a position to ask the casino to change its terms and conditions, but we understand there might be objective reasons why players might wait longer for a withdrawal to be processed.

Regarding the withdrawal that was canceled, were you informed why your withdrawal was canceled? Have you contacted casino support? Did they offer any explanation or provide you with any advice on how to proceed?

I emailed them to ask why my cancellation was cancelled after 2 days of not hearing from them. They replied back saying to try another payment option as they were not sure why it was cancelled. Someone from the live chat said someone from the finance team was gonna email and explain why it was cancelled but I never got that email. Yesterday I received an email to say it can take up to 3 working days for their finance team to process refunds, I’m guessing they are now counting it from the 14 June (the second time I submitted my withdrawal request) instead of the original date (5 June)

Before we contact the casino could you please send me the last communication (chat transcripts, emails) between you and the casino to my email at tomas@casino.guru?

I'll await your reply.

Dear kathlinelemeki,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.