The player from Austria faced ongoing issues with withdrawing funds from Quickwin, as their payout requests were 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. The Complaints Team was unable to investigate further due to the player's lack of response to requests for additional information, resulting in the rejection of the complaint.
QuickWin Casino - Player’s withdrawal is repeatedly rejected.
Amount: €347
QuickWin Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 days ago
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1 month 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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1 month 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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1 month 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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1 month 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 month 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.
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1 month ago
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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2 weeks ago
Translation
We've reopened this complaint at the request of Lukmaster02. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Message from the player:
Hello Tomas, please excuse the late message.
Yes, I confirm that my bank statement is in my name and all transactions are visible even if this violates the fundamental right/data protection in Austria
Could you please provide evidence supporting your case?
- Kindly send screenshots of the notice or notification and screenshots of the verification status of your account.
- If you have saved any conversation with casino support where you discuss the issue, please share it with me as well.
- My email is tomas@casino.guru
Automatic translation:
