The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings hadn't been received yet. The player claimed his winnings were cancelled by the casino due to alleged bonus conditions violations, which he denied. The Complaints Team had requested relevant communication and bonus history from the player for further investigation. However, the player failed to respond within the given timeframe, leading to the complaint being rejected. The issue remained unresolved due to lack of player's cooperation.
QuickWin Casino - Player’s withdrawal has been delayed.
Amount: €500
QuickWin Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
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Public
6 months ago
Translation
I cashed out 500€ on 20.10.2023 and all week, I was given the runaround that the money had been sent out by the casino! I even have screenshots to prove it! But then today, the 28.10.2023, Support suddenly tells me I allegedly exceeded the bonus amount and incorrectly received 500€ in my account. This is a complete lie! See the screenshots for proof! Unfortunately, for some reason, I am unable to upload the screenshot of this transaction. Please review the different statements provided by Support!
Automatic translation:
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6 months ago
Dear Burgi81,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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6 months ago
Translation
No, my winnings were suddenly canceled today!! With a reason that is a lie, I would have violated the bonus conditions! But as a matter of principle I never take a bonus!!
Automatic translation:
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6 months ago
Thank you very much for your reply, Burgi81. 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 am mostly interested in the message in which the casino informed you that your winnings have been canceled and why. Additionally, please post here (or forward me) a screenshot of your bonus history. You should be able to find it in your casino account.
Thank you in advance.
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