The player from Germany had deposited 815 Euros on Quickwin Casino and had won 1100 Euros. However, the winnings were not credited to the player's account, and after a complaint was made, the account was deactivated. The player had provided screenshots as evidence, but the Complaints Team had requested the player's full gaming history in Excel format. Because the player's account had been blocked, he was unable to access this information. The team had found no records of winning bets that were not credited to the player's account in the provided screenshots. Thus, the complaint had been declined due to insufficient evidence.
QuickWin Casino - Player's winnings were not credited and his account was closed.
Amount: €1,100
QuickWin Casino
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
8 months ago
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8 months ago
Translation
Hello,
I deposited 815 Euros into Quickwin Casino from yesterday to today. While playing the game Lucky Pharaoh, I won 1100 Euros in 8 different free games. However, the money was never credited to my player account. After complaining to the casino, my account was deactivated.
I didn't take screenshots of all, but I did capture some of my wins. How can I get my money back?
Unfortunately, I can't upload all the photos here due to the file size restrictions.
Automatic translation:
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8 months ago
Dear dennisg01,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history in Excel format with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? You may request your gaming history directly from the casino.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
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8 months ago
Translation
Yes, I sent you many screenshots by email. Unfortunately I can't upload any here because only up to 5mb of data can be uploaded.
Every time I won except 1-2, I got an error message (internal server error) right after the free spins, then I was kicked out of the game and the money I won was never credited to my account.
The support or live chat at QuickWin is also ridiculous, they answer in live chat, if you ask further questions you always get the same texts.
I also sent a number of emails to quickwin, with all the information such as screenshots, ID number of the games, amount of stake, amount of money in the account before winning, game (Lucky Pharaoh) provider etc. I sent them everything that was requested But there hasn't been an answer for 2 days, supposedly they want to deal with the provider and then contact me, something like that isn't possible at all, especially since I've read a lot of similar complaints about this casino online, I mean it's no fun being there play, if you think in the free spins hopefully there won't be a big win otherwise it will disappear again.!!
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8 months ago
Thank you for the screenshots. However, to be able to assist you further in this case, we will need your entire gaming history in Excel format. Please request it from the casino and then forward it to me. My email address is veronika.l@casino.guru. If you have any relevant communication with customer support, please forward it as well.
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8 months ago
Dear dennisg01,
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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8 months ago
Translation
Since I was blocked, I have no access to my player profile. 433 euros have been paid out to me so far, but it's dragging on and I'm still missing over 600 euros. I gave the casino the information for each of these free spins, but they keep asking for the same information. I hope that it will finally be sorted out and I'll get the rest of my money quickly. You should ask the casino about the game history, they should have access to it. I can't access my account anymore.
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8 months ago
It appears that your winning spins are not recorded in your gaming history, as they are not visible in the screenshot of the gaming history you provided. Consequently, it seems that your bets were not accepted by the casino due to a technical error. If your bets were not accepted, you could not have won. Technical errors sometimes happen, and while we understand the frustration they may cause, it's important to acknowledge that they can affect gameplay outcomes.
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8 months ago
Translation
If you deposit money and play online you should enjoy a certain level of protection, then my deposits should be transferred back to me!
otherwise I will take legal action, deposits are fortunately visible, especially since this casino is not actually licensed for players from Germany, then they tell the casino, I'll give it a week now, if my stake has not been transferred back to me by then I will go to the lawyer, is everything prepared
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8 months ago
Regrettably, we must decline your complaint due to insufficient evidence provided. Upon review of the documents submitted, we did not find any records of winning bets that were not credited to your casino account. We appreciate your understanding in this matter. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
