QuickWin Casino - Player's withdrawal of winnings is delayed.

I have tried to resolve this through the appropriate channels a few times now with out success. At one point I had a customer service tell me they could credit back my casino account balance the amount but then was logged off the system after waiting some time. When I got someone back on the chat I was told I would have to resend my email if complaint again a second time and they would escalate it but the only response I have ever gotten is an automated zendesk response. I am going to copy and paste my letter to them I sent to them last.

The email is as follows :

** This my 3rd time sending this to your attention please respond. First sent Nov 7 2023**

I recently requested a withdrawal of $750.00 on Nov 6th to be sent to my account via etransfer which went from being excited and thrilled I had solved a small emergency which I required funds to stop myself from being homeless and also enough to catch up on some bills. Being cautious I spoke to one of your live chat agents and asked if they could confirm that all the money was mine and not going to end up being technically not mine at all. I was assured it was indeed all mine and that was that.  Then I spoke to an agent that told me that my request had been completed and the funds were sent to my bank account and I should see them there shortly. As they were being sent via etransfer I knew it would being in my account this morning. So I went to the bank to withdrawal it and it wasn’t there. So I contacted support and after one agent yet again disconnecting me and logging me off the application I was able to speak to an Agent Named Morgana who explained to me what had all happened and where my money was now.

 I have now got to go to my landlord and explain to them that the money I had promised would be in his hands in the next few days that would shore up what I owed due and would halt any eviction action on his part no longer exists because of miscommunications and your employees basically out right not telling me the truth about what was happening.

I would not have in my wildest dreams thought that money in the balance of my betting account was the money that I had won and had asked to be deposited to my account. I have no received any communication until speaking with the agent this morning that told me what was what was happening and I have checked my spam and inbox. If I was made aware of this fact I would have sent the money again for withdrawal and not continued to gamble it. I just thought I had misremembered the closing balance I had logged off with the last time I had played because I believed and was told that a) I had withdrawn the funds out of my betting account so I could safely know that money was out of my reach for gambling to make sure my bills could be paid and b) I was told that my transaction was completed as requested and that the money would be in my bank account shortly.

I believe in giving companies a fair chance to work with me as a customer to resolve what I can see at the moment is just a very big mistake on several of your agents' parts when I came to the handling of funds and the communication of what was actually happening with the funds. I in good faith believed your employees to be telling me the truth and give me the right information so I could make informed decisions that could alter my life going forward significantly and now I am left looking like an idiot and possibly a liar. I frankly want the full 750.00 that I was expecting to be transferred to me as per my conversations that had originally confirmed to me that it had been sent to my account which led me to making promises I could not keep because I had put faith that your employees were not going to steer me wrong.

I do not wish to take this further than this as I hope you are able to resolve this issue between us quickly and avoid the need to take this any further. I have enjoyed playing  on your casino and until now I could not have said a bad thing about my experience  with your company but this is not something I can just let slide and walk away from without feeling like I had been taken advantage of and used to ultimately confuse and trick me into unknowingly use the much smaller amount of winnings then I had been told I was able to withdrawal fully.

Regards 

Matthew Brown 

Basically I feel like they owe me the 750 as I had been told I was receiving that amount and it had already been etransfered to my account however I realized that might not be possible.

Dear Bluerovoron,

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. 

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• Is the withdrawal of your funds still pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

Hi Tomas,

Yes I am fully verified and I have recieved a pay out from them before however I think you may have misunderstood the issue that has occurred so I'll try to clarify.

What happened was I had played through the wagering requirements of the bonus I was given with my deposit and before withdrawing funds I went to their support and ask if the winning were limited by a maximum amount or if I had claim to the total amount. I was told it was all mine everything was good there was no max payout to worry about.

So then I took $750 of that and left the rest to continue to gamble with. Some time later that day I inquired about my withdrawl and was told "Good news your withrawl was approved and the $750.00 has been. Etransfered to your account already." I had some money left on my account and I didn't think anything of it because I was getting tired the last time I had been playing and didn't remember exactly what the balance was when I turned it off so I kept playing and unfortunately lost it all. The next day I went to the bank and the money wasn't there like I was told it would be. So i logged on and spoke to another support agent and that's when I'm told oh no we didn't transfer it to your bank account. There was a max payout issue so we took the excess off and put it back into your casino account balance. I went into my emails and there was no communication of thus and again I had already been told the transfer to my bank had been completed and it turned out the money I had lost was also the money that they had calculated I could keep and then instead of transferring it to my bank account like I had been told was already done and at a much higher amount and I had believed was safe and unplayable.

Do my issue is a few things I was told twice I was receiving the 750.00 one seperate occassions and had it confirmed that it had been etransfered to my bank account and the withdrawl had been completed. I didn't recieve any communication at any time the decided that there was a maximum payout and that they instead or sending the modified amount to my account they decided to put it into my casino balance were it was my risk of being gambled away because if I had known that's what had happened I would have not gambled it.

I apologize for not replying sooner.

Unfortunately if the money was returned to your account and subsequently lost we can't help.

The player is ultimately responsible for their account, casino balance and all bets taking place.

Could you please advise which bonus you activated and what were it's rules?

Please post a screenshot or a link to the bonus so we may review it.

Dear Bluerovoron,

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.

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.