HomeComplaintsQuickWin Casino - Player's withdrawal keeps getting canceled.

QuickWin Casino - Player's withdrawal keeps getting canceled.

Amount: €500

QuickWin Casino
Safety Index:Very high
Submitted: 07 May 2024 | Case closed : 28 May 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

5 months ago

The player from Portugal was struggling to withdraw 500 euros due to constant cancellations from the casino, who claimed he entered the incorrect bank account number. He found this frustrating as he had directly copied the account details. After the Complaints Team had contacted the casino, they were informed that the withdrawal had been successfully paid out and the player's account had been closed per his request. Despite multiple attempts to get confirmation from the player, he did not respond, leading us to reject the complaint due to lack of confirmation.

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6 months ago
Translation

I've been trying to withdraw 500 euros for several days and it keeps getting canceled. I raise complaints via chat, but I always get the same response - that my bank account number was entered incorrectly. How is it possible for the number to be wrong when it's a direct copy from my account! It's frustrating to play and win something, only to face difficulties when they have to make correct payments.

Automatic translation:
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6 months ago

Dear gabrielcardosoat,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Has the customer support advised you what the correct format of your bank account number should look like? Have you entered your bank account number as IBAN, without spaces?

Could you please confirm if you passed the KYC verification?

Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

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6 months ago
Translation

Hello, good afternoon, this is the first time that I am making a withdrawal at this casino, in question Iban, I have done it both ways with space and one hundred spaces, it always ends up being cancelled, when it is cancelled, they are not able to send an email explaining the reason for the cancellation

Automatic translation:
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6 months ago

Thank you very much, gabrielcardosoat, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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6 months ago

Hello there,

Thank you gabrielcardosoat for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask QuickWin Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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6 months ago

Dear Peter, 


Thank you for contacting us. 


We would like to inform you that the withdrawal was successfully paid out and the customer's account was closed on their request. 


Therefore, the complaint has been resolved from our side. Thank you for understanding! 


Best Regards, 

Customer Service 

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6 months ago

Thank you very much for the update QuickWin Casino representative.

Dear gabrielcardosoat, can you please confirm you have received the withdrawal and your issue has been resolved? Thank you in advance!

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6 months ago

Dear gabrielcardosoat,

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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5 months ago

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.

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