The player from Germany had discovered that her account at QuickWin Casino had been blocked without notice. Her outstanding winnings of 2,000 Euros had not been paid yet. The Complaints Team had requested additional information from the player to better understand the situation, but the player did not respond to the queries. Due to the lack of cooperation from the player's side, we were unable to proceed with the investigation or provide potential solutions. The complaint was rejected due to the player's non-response.
QuickWin Casino - Player's withdrawal blocked with account closure.
Amount: €2,000
QuickWin Casino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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7 months ago
Translation
Dear QuickWin team,
I am contacting you regarding my player account at QuickWin. I still have an outstanding win of 2000 euros that I would like to have paid out. Unfortunately, I discovered that my account was blocked without prior notice. I would like an explanation for this measure and for my winnings to be paid out promptly.
Best regards,
Sarah S******
Edited by a Casino Guru admin
Automatic translation:
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7 months ago
Dear Sschaa,
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.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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7 months ago
Dear Sschaa,
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.
Sensitive attachment
Sensitive attachment
7 months ago
Translation
Additional comments from the player:
First of all, my question is, how much does it cost to use?
I was registered and made this win without a bonus!
I was simply blocked!
Automatic translation:
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7 months ago
Hi Sschaa,
Our Complaints Resolution Center services are provided free of charge.
- Could you please advise which games you’ve been playing (live casino games, slots, or sports betting)?
- Was your account previously verified?
Thank you.
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6 months ago
Dear Sschaa,
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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6 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
