The player from Chile had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. It was reported that the casino had not verified their account despite multiple attempts to provide the necessary documentation, leading to a cancellation of the withdrawal and subsequent loss of funds. The Complaints Team noted that since the balance had been used for gameplay, there was no further action that could be taken in this case, and the complaint was now closed. The player had been informed that the verification process might take up to 14 days.
QuickWin Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Other
Amount: $170,569 CLP
QuickWin Casino
Safety Index:Very highCase summary
Discussion
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9 months ago
Translation
Hello, I've been waiting for my withdrawal from the casino for over 6 days. After 3 days, they asked me to verify my account. I uploaded all my documents, which were approved: my residency details and my selfie with my ID photo. However, they are delaying my payment because I've uploaded my credit card transaction history in PDF format twice, and they haven't approved it. Support doesn't give me any explanations; they tell me to upload it again because it could have been a mistake. I feel like they're delaying all of this because they don't want to pay my money. I'm willing to provide all the information they ask for. I deposited with a credit card, and they use third-party payment providers.
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9 months ago
Dear Nicozmr,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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9 months ago
Translation
The casino refuses to verify my account. They haven't given me a concrete answer as to why they're rejecting my document. I sent my credit card history and deposit screenshots to the casino. I've been trying to get my account verified for 7 days. Could you please intervene?
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9 months ago
Dear Nicozmr,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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9 months ago
Translation
Hello, I never received the money, so I had to cancel the withdrawal and gamble away the entire amount, which I lost. The casino asked me for KYC, and I completed all of it except for the transactions. They rejected it repeatedly without explanation (to prolong the time and not pay me my winnings). To this day, my account is still unverified, and I don't know why they rejected my documents. 10 days have passed. It's the worst casino I've ever played at. I would give it a poor rating.
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8 months ago
Dear Nicozmr,
Thank you for reaching out.
Unfortunately, as the balance was used for gameplay, there is nothing further we can do in this case. As such, we will now proceed to close the complaint.
Please note that the verification process may take up to 14 days.
Should you experience any issues with an online casino in the future, please do not hesitate to contact us. We are here to help.
Best regards,
Nick
