HomeComplaintsQuickWin Casino - Player’s withdrawal is repeatedly rejected.

QuickWin Casino - Player’s withdrawal is repeatedly rejected.

Amount: €347

QuickWin Casino
Safety Index:Very high
Submitted: 29 Oct 2024
Case opened Current status

Waiting for player to reply

0d 9h 53m 48s

Case summary

1 week ago

The player from Austria faces ongoing issues with withdrawing funds from Quickwin, as their payout requests are repeatedly rejected due to a "restricted by group" notice. Despite providing the requested bank statements and having their identity verified, they received no clear reasons for the rejection.

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3 weeks ago
Translation

Hello Casino Guru Team,


I have a withdrawal balance at Quickwin that keeps getting rejected for payout by Quickwin.


It always says "restricted by group" when I try to withdraw. They tell me to upload bank statements for a specific period, which I did, completely unaltered and visible. There are no other bank statements or transactions. Now, they keep telling me to upload it again. They seem to reject it repeatedly without providing any reasons, even though it is exactly what they ask for. It feels like they don't want to pay me out. My address and identity have already been verified. I've spent several hours communicating with them, but it leads nowhere. They just tempt me to gamble away my money, which I have partially done again. But I want to withdraw and not lose any more. I hope you can help me.

Automatic translation:
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3 weeks ago

Dear Lukmaster02,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

  • Could you please list which documents you have already provided and when exactly did you send the last one?
  • Are deposits in the casino and your name and bank account listed on the bank statement you submitted for verification?
  • 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

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

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2 weeks ago
Translation

Hello Tomas, thanks for your answer.


I have accepted the acceptance of my identification in the form of a passport as requested.

I'm not sure which proof of address I uploaded but that was also accepted.


Then an unredacted bank statement was requested for the period from February 15th, 2024 to March 15th, 2024. This was also uploaded several times, the first time about 5 weeks ago, then again three weeks ago, and today I uploaded another bank statement. Unfortunately, I only have a chat history from October 29th, 2024. I was already very annoyed by the respective screenshot requests. Should I send it anyway? They always request the same screenshot restricted by group when I try to pay out, which happened again today. Best regards, Luka

Automatic translation:
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2 weeks ago

Thanks for the explanation, Lukmaster02

Could you please confirm the bank account statement is in your name and the transactions on it are not filtered and unedited?

Please send me this communication so we may have a look at what the casino is asking for.

Kindly send me the bank statement you submitted most recently so we can learn whether there is an obvious issue or not with it. My email is tomas@casino.guru

Thanks in advance for your cooperation

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1 week ago

Dear Lukmaster02,

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.

Lukmaster02 has 0d 9h 53m 48s to reply

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