The player from Austria had experienced difficulties verifying his account with QuickWin Casino after he requested a withdrawal. Despite having his documents approved, the casino had kept asking for re-uploads. At that time, the player had €500 in pending withdrawal and €1500 still in his account. After our intervention, QuickWin Casino had confirmed that the player's account was verified and his €500 withdrawal was processed. The player had confirmed the receipt of this amount. Upon further inquiry from our team, the player had also confirmed receiving the full amount of €2000. We had marked the complaint as 'resolved'.
QuickWin Casino - Player's verification and withdrawal issues.
Amount: €2,000
QuickWin Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
Hello,
I signed up and played at QuickWin Casino. Yes, I used a bonus, but that's not the issue here.
After I had finished with the bonus, I had a lot of money in my account and I cashed out 500€ per day. I received a payout of 1000€, but then the ordeal with the verification started. This began around the 20th of February.
All my documents have been approved, but I have to keep re-uploading files from different time periods. When I do this, a short time later I have to do it again.
I stopped doing so a few days ago, as multiple employees told me not to upload anything more.
I then started to have every chat log sent to me, and I've taken a screenshot of every change to the verification process. I could only upload 2 attachments, but this situation repeats daily.
At the moment, 500€ is in "limbo", meaning a pending transfer order, and 1500€ is in my account.
I need help!
Best regards
Automatic translation:
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1 month ago
Dear Staju,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions so I may better understand the situation.
- Could you please explain if you were able to request withdrawals of the remainder of your winnings?
- After the casino employees advised you not to upload further documents, have they informed you about any additional steps that need to be completed before your winnings will be paid out?
- Do I understand correctly, that you already uploaded several bank statements proving your deposits to the casino successfully?
Looking forward to hearing from you.
Best regards,
Tomas
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1 month ago
Translation
Hello
Thank you very much for the prompt reply 🙂
- No, you cannot request a payout of the remaining winnings
- No, I was just always told that I had to wait.
- Yes, a bank statement was requested by
- November 1st, 2023 - February 8th, 2024 then
- 01/01/2024 - 02/08/2024 then
- from the whole of January. These have all been uploaded
Kind regards
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1 month ago
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Edit: I still write to support every day and they always change their mind....
Now, for example, an employee said again that I should send the progress again...
I was also connected to an employee who I happened to write to a week ago... she also changed her answers...
I never get replies to emails, there aren't even any other email addresses
To be honest, this site looks a lot like a scam and I came across this casino through Casino Guru because it had such good reviews 😕
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1 month ago
Thank you very much, Staju, for providing the necessary information. I will now transfer your complaint to my colleague MIrka (miroslava.d@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.
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1 month ago
Dear Staju,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite QuickWin Casino representative to join this conversation.
Dear QuickWin Casino,
Could you please clarify the situation?
Thank you in advance,
Mirka
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1 month ago
Dear Customer,
Thank you for reaching out.
We would like to inform you that your account on QuickWin was verified on 21.03.2024, and your pending withdrawal for 500 EUR was processed on 22.03.2024.
Best regards,
QuickWin.com
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1 month ago
Dear Staju,
Could you please confirm, that you have received your withdrawal?
Thank you
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1 month ago
Translation
Hello 🙂
Thank you for the quick message.
It's true, I've been verified and have received €500 so far 🙂
Thank you, Casino Guru!
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1 month ago
Dear Staju,
Could you please clarify, if you have received the full amount of 2000€ ?
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3 weeks ago
Dear Staju,
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.
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3 weeks ago
Translation
Hello,
Sorry for the late reply.
I got everything 🙂
Thanks!
Automatic translation:
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3 weeks ago
Dear Staju,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and 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.
Best regards,
Mirka
Casino.Guru
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