QuickWin Casino - Player's winnings are delayed and uncredited.

Hallo zusammen, ich habe ein bestehendes Konto bei Quickwin. Auszahlungen klappen reibungslos. Nun habe ich folgendes Problem. Ich habe am 20. Januar geschätzte Uhrzeit 23:15 Uhr Freispiele beim Slot: Ghost Slider vom Anbieter Merkur erhalten und zum Schluss aus den Freispielen 312€ gewonnen.

Dann bemerkte ich um 23:30 Uhr (20. Januar) dass die Freispiel Gewinne von 312€ NICHT auf mein Konto gutschrieben wurden. Vom Gewinn habe ich zufälligerweise ein Screenshot gemacht. Vor den Freispielen beträgt mein Guthaben auf 15,50€ , welches eigentlich nun auf 327,50€ sein sollte.

Ich kontaktierte mehrmals das Casino. Man schrieb mir, dass ich mich gedulden soll und mein Fall an die zuständige Abteilung weitergeleitet wurde. Es sind 10 Tage verstrichen und ich bekomme keine Rückmeldung von Quickwin.

Mein Kontostand ist aktuell bei 15,50€.

Den Screenshot habe ich hier im Anhang hochgeladen.

Hoffe Ihr könnt mir weiterhelfen und dass ihr mit dem Casino Kontakt aufnehmen könntet. 🙏

Dear Benny08,

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. 

• Do you have access to your gaming history?
• Could you please these records with me? Post screenshots of the most recent relevant game rounds here.
• Could you please share with me your communication with the casino trying to resolve the issue? 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

Hallo Tomas,

da meine Screenshots nicht hochgeladen werden können, habe ich Ihnen gerade eine E-Mail geschrieben. Dort befinden sich alle Beweise die ich habe.

Thanks for the provided information.

Did the casino conclude its investigation and credit the winnings to your casino balance since your last post?

Please let me know.

Leider wurden die Gewinne immer noch nicht gutgeschrieben. Ich habe von Quickwin keine weitere Antwort erhalten.

Thank you very much, Benny08, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Benny08,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I completely understand how frustrating it can be to wait for a resolution, especially when it feels like it's taking too long. In situations like this, any game error must be thoroughly investigated by the game provider, and unfortunately, these investigations can sometimes take a while. There have been instances where similar cases have taken over three months, but I sincerely hope that won't be the case for you. Regrettably, there's not much we can do to expedite the process from our end or the casino's, as we must wait for the game provider to complete their investigation. I will reach out to the casino to see if there's any way I can assist further. 

We would like to invite QuickWin Casino to join the conversation.

Dear QuickWin Casino,

We would appreciate it if you could share any updates regarding the investigation. What is the most recent information you have on this matter?

Dear all,

Thank you for your patience!

As Michal mentioned above, unfortunately, sometimes more time is needed for the game provider to investigate such matters,

We have sent them an additional reminder and will inform you of any developments.

Thank you for your understanding!

Best regards,

Quickwin team

Liebes Team,

leider habe ich Noch keine Gutschrift auf mein Konto erhalten.

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 all,

Thank you for your patience.

Kindly be informed that we are still waiting for the gaming provider to investigate the issue, we would get back to you as soon as we have any news from them.

Please accept our apology for the inconvenience caused.

Best Regards,

Quickwin Team

Hallo, alles klar. Ich werde auf ihre Rückinfo warten.

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 Benny08,

We would like to apologize for the delay.

We are happy to confirm that your winnings have been successfully credited to your account.

Kind regards,

Quickwin Casino Team

Thank you for the response, Quickwin Casino Team.

Dear Benny08,

According to the casino team's update, your winnings have been successfully added to your account. Kindly confirm that you have received them, and let me know if I can proceed to close this case or if you need any further assistance.

Hallo, das Geld habe ich nun vollständig erhalten. Ich bedanke mich bei allen.

Dear Benny08,

Thank you for your confirmation. We're glad to hear that our intervention helped to resolve the situation and that you received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time

Best regards,

Michal

Casino Guru