The player from Portugal is struggling to withdraw his winnings from the casino, reporting that the money is stuck in his account with no explanation provided by the casino.
After several attempts to withdraw the aforementioned amount, I haven't been able to get any sort of justification or help.
The money is stuck in my account and I am unable to withdraw it.
Can you assist me?
Dear tomecosta93,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
Looking forward to hearing from you.
Best regards,
Tomas
Dear tomecosta93,
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.
On the casino website it says no verification is necessary.
I have already tried to withdraw more than 10 times. Via bank transfer, all of them cancelled. And they were not canceled by me.
This last time they told me to send my details to a support email to make the withdrawal manually.
And I still don't get any response to the matter.
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
To date, I still have not received any response from the casino team.
After sending my information to the support email given to me in the website's chat, I did not receive any response.
Thank you very much, tomecosta93, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.
Dear tomecosta93,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite QuickWin Casino representative to join this conversation.
Dear QuickWin Casino, could you please provide more information about this case?
Looking forward to your reply.
Thanks so much for your help !
I hope you can help me resolve this issue!
Dear Customer,
We kindly request you to upload your ID card from your gaming profile for verification.
Additionally, we kindly ask you to send us Portuguese bank details via email as we do not pay in Revolut bank.
"Full Name (please include all names including middle names)
Bank Account’s Owner name
IBAN/Account no.
Bank Name
Bank location (Country)
SWIFT/BIC
Thank you for understanding!
Best Regards,
Customer Service
Hello good afternoon, what email address do I send my bank details to?
I sent the requested data to the support email.
I have also uploaded my identification document.
I attentively await your response.
Dear Customer,
Your account has been successfully verified. Thank you for your patience!
Furthermore, your withdrawals will be paid out soon.
Best Regards,
Customer Service
Thank you QuickWin Casino for the reply.
Dear tomecosta93,
please let us know once you receive your funds. Until then, this complaint remains open.
I managed to withdraw part of the funds through 3 withdrawals made by the casino.
But now I am unable to withdraw the remaining money.
Dear tomecosta93,
thank you for the update.
How much money left is there to withdraw?
Have you tried to talk to casino support and asked what is happening?
Is there any message on your account describing why you are unable to withdraw your remaining funds?
It remains exactly the same, despite having already managed to make 3 withdrawals of 500 euros..
I still need to withdraw 1800 euros
Dear QuickWin Casino,
is there any reason tomecosta93 is not able to withdraw his funds? Can you please take a look at it?
Dear Customer,
While requesting a withdrawal, please write the correct IBAN and not the one from Revolut.
Thank you for understanding!
Best Regards,
Customer Service
I have already made a new withdrawal with the correct IBAN.
I wait attentively.