HomeComplaintsQuickWin Casino - Player’s withdrawal has been confiscated.

QuickWin Casino - Player’s withdrawal has been confiscated.

Amount: €300

QuickWin Casino
Submitted: 23 Dec 2024 | Resolved : 17 Jan 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Italy had requested two withdrawals of 200 and 300 euros, successfully receiving the first payment. However, the second withdrawal of 300 euros was cancelled by the casino without recrediting the amount to the gaming account, leaving the player without their funds. Later, the player's winnings were finally credited to his account after a month of waiting. The complaint was marked as resolved by the Complaints Team following the successful receipt of the funds.

Public
Public
Translation

Hello,

On December 9th, I requested two withdrawals: the first for 200 and the second for 300 euros.

On December 12th, I received the 200 euros as expected.

On December 13th, I wrote about the missing credit for the remaining 300 euros, even though I had received an email stating the WITHDRAWAL COMPLETED.

Just two days ago, after several pointless chats, an operator informed me that on December 14th, the casino canceled the 300 euro withdrawal (which they told me to eagerly await until then) without re-crediting the amount to my gaming account so I could request it again.

In short, the money has vanished into thin air! No one knows where it went!

Automatic translation:
Public
Public

Dear ciulloalessio1,

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 confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Is your casino account blocked?

Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@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,

Dominika


Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Public
Public
Translation

Good afternoon,


after opening a report above, they responded to me from customer service by crediting me back the amount of 300 euros that had disappeared into thin air until yesterday, on my gaming account.

Obviously I immediately requested the withdrawal of the same.

Let's hope this doesn't take too long. I'll leave the topic open and update you in 5 days.

Automatic translation:
Public
Public

Dear ciulloalessio1, kindly update us once you have received the payment.

Public
Public
Translation

Good evening,

Nothing to be done.

I requested the withdrawal again on December 22nd and I have not received any credit!!!

I've been waiting for 20 days now since December 9th.

I'm losing hope.

Automatic translation:
Public
Public

file

Sensitive attachment
Sensitive attachment
Translation

I also found the email where the transfer was confirmed but 7 days have passed.....

Automatic translation:
Public
Public

Dear ciulloalessio1, have you received the money?

Public
Public
Translation

No, absolutely nothing at the moment!


I wrote and rewrote in chat and the answers are always the same: "we'll have to wait!"


I'm really disappointed and annoyed!

Automatic translation:
Sensitive attachment
Sensitive attachment
Translation

Logging in tonight, after another 8 days from the withdrawal request, I noticed that the withdrawn amount was back in my gaming account.

I made the withdrawal request again!!!!

I've been waiting since December 9th and we're back to square one!!!


Automatic translation:
Public
Public

Thank you very much, ciulloalessio1, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Public
Public
Translation

I just want my money!!!!

Automatic translation:
Sensitive attachment
Sensitive attachment
Translation

Update: I just received the withdrawal completed email BUT I DON'T SEE ANY DEBIT IN MY BANK ACCOUNT!

We'll wait 3 working days and then I'll update you.

Automatic translation:
Public
Public

Hello, ciulloalessio1,

I am sorry to hear about your trouble. From now on, I will assist you with the case.

Thank you for the additional information regarding the matter. Let's now please do it as we did in your other complaint.

After reading your update, I would like to wait for at least a week and wait for news from you. Then, if nothing changes, we can invite the casino to the thread and ask them for clarification. Therefore, now I am setting up the timer for you, for 7 normal days, waiting for your update.

Thank you. Looking forward to hearing good news from you.

Public
Public
Translation

Good morning,

I confirm that finally after 1 month, I received the winnings!!!!

Thank you so much for the support

Automatic translation:
Public
Public

What great news, ciulloalessio1!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.


As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.


Best regards,

Branislav, Casino.guru

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news