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

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

Amount: €312

QuickWin Casino
Submitted: 30 Jan 2025
Case opened Current status

Waiting for casino to reply

4d 3h 13m 36s

Case summary

The player from Germany won €312 from free spins on January 20th but did not see the winnings credited to his account. Although he has contacted Quickwin multiple times and provided a screenshot of the win, his case remains unresolved after 10 days.

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Translation

Hello everyone, I have an existing account at Quickwin. Withdrawals work smoothly. However, I have the following issue. On January 20th, around 11:15 PM, I received free spins on the Ghost Slider slot by provider Merkur, and ended up winning €312 from the free spins.


Then I noticed at 11:30 PM (January 20th) that the free spins winnings of €312 were NOT credited to my account. I happened to take a screenshot of the winnings. Before the free spins, my balance was €15.50, which should now be €327.50.

I contacted the casino several times. They told me to be patient and that my case has been forwarded to the relevant department. It has been 10 days, and I have received no response from Quickwin.

My current balance is €15.50.

I have uploaded the screenshot here in the attachment.


I hope you can help me and potentially contact the casino. 🙏


file

Automatic translation:
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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


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Translation

Hello Tomas,


Since my screenshots cannot be uploaded, I have just sent you an email. There you will find all the evidence I have.

Automatic translation:
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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.

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Translation

Unfortunately, the winnings have still not been credited. I have not received any further response from Quickwin.

Automatic translation:
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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.  

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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?

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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

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Translation

Dear team,

Unfortunately, I have not yet received a credit to my account.

Automatic translation:

QuickWin Casino has 4d 3h 13m 36s to reply

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