The player from Germany had been unable to withdraw her winnings of 350€ via a standard bank transfer, the same method she had used for deposits. Despite having verified her details and discussed the issue via live chat, the casino had continuously canceled her withdrawal requests. The casino had insisted on a screenshot of the transfer for further assistance. After the complaints team's intervention, it was discovered that the player had entered the IBAN incorrectly. Upon correcting this, the player had been able to successfully withdraw her winnings. The casino had confirmed the successful transaction, and the issue had been marked as resolved.
QuickWin Casino - Player's withdrawal gets repeatedly canceled by the casino.
Amount: €350
QuickWin Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Translation
I made deposits via a standard bank transfer at the beginning of March. The money was instantly deposited and I was able to play. No bonuses.
I won 350€. I wanted to withdraw these using the same bank transfer, but the withdrawal was canceled each time by quickwin after three days with no explanation. I explained the problem in the live chat each time. That I've checked the IBAN at least 10 times. Also, since the first withdrawal attempt, my bank details from the deposit have been shown. I was asked if it was the same transfer path, if I had entered the IBAN correctly, to try again and check everything, to make another deposit so that the withdrawal might then work, they wanted a screenshot of the transfer from me yesterday. I didn't make a screenshot, but manually transferred all the information from the transfer such as the purpose, IBAN, date, time, etc. They insisted on wanting the screenshot otherwise they couldn't help and again referred to the withdrawal modalities. This made me really angry. There's no fault on my part. There's no explanation given. I get the feeling that because it's a small amount, they hope I'll just gamble it away. It's a matter of principle for me. I don't like being taken for a fool. I've checked everything multiple times. It's the same bank transfer, and the deposit also worked. I've tried multiple times to seek solutions in the live chat, I haven't claimed any bonuses, but now enough is enough. Maybe you can help me.
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8 months ago
Dear elisa81,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with QuickWin Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you made any successful withdrawals from this casino before?
Could you please confirm that you passed the full KYC verification?
Have you received any information if your withdrawal was canceled due to technical issues connected with the payment provider, or is it a problem on the casino's side?
Have you tried using a different payment method for withdrawing?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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8 months ago
Translation
I mean that I have the KYC. Check done. Otherwise I wouldn't have been able to play at all. However, I have no notifications that this is still pending. That's why I think I did it with my ID via video call as far as I remember.
Otherwise, I have not requested a withdrawal before. It was honestly the first time I ever made a sports bet. I had won 20 euros in the lottery and I was curious because sports betting was also offered at Lottohelden. I thought that through an official casino, there might be more choices available. Well, so I registered and deposited 20 euros twice. When I won, I was very happy and also surprised at how quickly I won €350. I immediately decided to withdraw the money because I don't want this to become a habit and I throw the money I've earned out the window. I think everyone is happy about a little more money and you don't get rich as a social worker. But of course, because of my job, I have met people who have gambled away their house and yard. Of course, the temptation is great and that's why I wanted a payout as quickly as possible so that I could do something useful with the money...
Of course, I also chose other withdrawal methods, although the deposit options are really generous and the withdrawal can be made either via bank transfer, Visa, Master, or in cryptocurrency. Since I have a wallet and have also invested in Bitcoin, I also tried this method. However, when I tried, for example Visa or Master, Bitcoin, I was informed that the withdrawal could only be made via the same method as the deposit and so I could not even instruct a withdrawal. Ultimately, the only option I had was a bank transfer. The fact that there was no explanation for the cancellation also made me suspicious. The money was transferred back to my player account, without comment. The live chats are quite nice, but you notice that sometimes an AI answers without addressing the actual problem. I hope you can help me. I know it's a small amount, the values would probably be higher otherwise, but for me it's about the principle. Thank you all so much.
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8 months ago
Translation
The renewed withdrawal attempt from a few days ago has already been canceled. Here is a copy of the answer:
Your withdrawal of EUR 350.00 has been canceled.
If you canceled the withdrawal yourself, no further action is required.
If you have not canceled the withdrawal, it may be that the withdrawal failed due to a technical error from the payment processor.
When requesting a new withdrawal, to avoid future inconveniences, please follow the instructions below:
- Always use the same payment method for withdrawals that you used for deposits;
- Make sure there are no pending verifications on your gaming account;
- For an optimal experience with our platform, we recommend that you use the Google Chrome browser;
Tip: You can use bank transfer for withdrawals.
- Make sure that you enter your card details and your personal IBAN accurately, without additional spaces between the numbers
I don't know what to do anymore.
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7 months ago
Thank you very much, elisa81, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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7 months ago
Hello elisa81,
I am so sorry to hear about your problem. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a QuickWin Casino representative to join this conversation and participate in resolving this complaint.
Dear QuickWin Casino,
Could you comment on this?
Thank you in advance for providing the information.
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7 months ago
Translation
Yes, thank you very much for that. I just don't understand the error if there is one. Thank you very much for your effort
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7 months ago
Dear Customer,
Thank you for reaching out.
We would like to inform you that we checked your withdrawal attempts and can confirm that you entered the IBAN incorrectly. You placed only 8 numbers, whereas IBAN consists of 22 symbols (2 letters and 20 numbers).
Could you please try to request the withdrawal again, making sure the payment information is placed correctly? Thank you in advance.
Best regards,
Customer Support
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7 months ago
Translation
Ladies and Gentlemen
So far I have always entered the full number in the IBan field when paying out. Only during the bank transfer are the bank, account number or IBAN, BIC and name of the account holder required. In the previous payout applications, I first entered the IBAN, which is always requested first. When that didn't work, my account number and only the IBAN required in the first step. As always required, I have now entered the IBAN again in the first step, and the IBAN again for bank transfers, instead of just the account number, BIC, my name and amount. I really hope it works this time. Thank you for your reply.
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7 months ago
Dear QuickWin Casino,
Could you state if the player has entered the IBAN correctly?
I'll be awaiting your reply.
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7 months ago
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Ladies and Gentlemen
I would like to sincerely thank everyone involved. It worked and I am very grateful for such commitment. Thank you and keep up the good work. They were a great help
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7 months ago
Dear Customer,
Thank you for your reply.
We are happy to hear that you managed to receive your winnings.
Best regards,
Customer Support
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7 months ago
Dear elisa81,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Stefan
Casino.Guru
