QuickWin Casino - Player's winnings were unexpectedly reduced.

Hello, in 16.3.2024 I won over 8 300€ (in Buffalo Smash(Jackpot Hunt)) and I withdrew 500€ because that was the maximum amount I could withdraw per day and I left 7600€ in my gaming account. The next day at 12pm I checked my balance and it showed 150 euros...? How is that possible that I don't have my Jackpot win in the game account? I can see my 500€ withdrawal in depending but I can't see the 7460.04€ withdrawal in depending mode but I can see that someone of the employees did withdraw 7460,04€ at 9:21 on 17.3.2024 without asking me or anything they just took it. I talked to many employees in live chat but they are not admitting anything, they are all saying different stories/reasonings and most of the time ignore me. One thing they are saying is that the bonus was 30€ and wager x5 which means that I have to recycle the 30€ x 5 = 150€ but in reality it was 30€ and wager x50 so the recycling requirement needs to meet 1500€ (this bonus was from bonus crab) and the money that is left is mine and I did that and the money was now all mine the screen says real money balance 8300€ and I withdrew the 500€ because that was the max amount per day. The 500€ that I withdraw did come to my bank 5 days later so if they are trying to tell me that the winning money was not mine because the bonus wager was x5 (150€) how did the 500€ go throw?

I am honestly just shocked and I can’t believe that I got scammed mean while I thought that I have solved some of my financial issues because that is a big amount of money for a part-time worker/ student but they don’t even bother to answer my email. It’s been almost 2 weeks since I sended then the email and last week I sensed new one but they are just not answering. In their website it says that they answer within 24h.

With Kind Regards

Kookie

Dear Kookie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you accumulated these winnings with a bonus?  
• Also, do I understand correctly that you successfully received the €500 withdrawal?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,

Kristina

Dear Kookie,

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.

Hei, Kristina 😊

Minä olen lähettänyt sinulle sähköposti viestin viikko sitten. Sähköpostissa vastaan kysymyksiisi. Toivottavasti sähköpostini on saapunut sinulle.

Ystävällisin terveisin

Kookie

Thank you for your reply, Kookie. I wasn't able to properly translate all the screenshots you sent, but from what I understand you played with a bonus that has wagering requirements of 50x bonus amount and a maximum cashout of 5x bonus value. The casino support tried to explain it to you multiple times and I also found this information on one of your screenshots you attached:

As long as your winnings were capped in compliance with the bonus T&Cs, I don't see anything wrong from the casino's side. Actually, since the withdrawal of €500 has been processed and you were left with €150 more, it seems that you received more than you should. Or am I missing something? Please, let me know if there is any information that I have overlooked.

Dear Kookie,

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.