HomeComplaintsQuickWin Casino - Player’s withdrawal request has disappeared and is delayed.

QuickWin Casino - Player’s withdrawal request has disappeared and is delayed.

Amount: €440

QuickWin Casino
Submitted: 30 Jan 2025 | Resolved : 10 Feb 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Portugal had made a withdrawal request for €440 on January 22, but after 8 days, the casino stated that it was still pending yet did not show any record of the request. The player expressed frustration over automated responses from support. After 20 days of waiting, the withdrawal was finally paid following intervention from the Complaints Team. The issue was resolved satisfactorily, and the player expressed gratitude for the assistance received.

Public
Public
Translation

I made a deposit at this casino and played normally. I didn’t use any bonuses. I made a withdrawal request for about €440 on January 22. The casino states that they take a maximum of 72 hours to process withdrawals, but it’s already been 8 days and I still don’t have my money. To make matters worse, today I logged into the casino and my withdrawal disappeared. It doesn’t show up as pending anywhere, there is not even a single record of the request. The chat support says it’s a system error and that it’s still pending, but I can’t see it anywhere. All the responses are automated, asking me to wait. The truth is, 8 days have gone by, I haven’t received my money, and now there isn’t even a record of the withdrawal request. I find it hard to understand how they can give a quality rating of 9.8 to a casino like this. This is the most shameful casino I’ve ever had the misfortune of experiencing in many years!

I just want to receive my money so I can close my account. I will also seriously start thinking twice before registering at casinos that have a good rating here on Casino Guru, because a casino like this shouldn’t have a 9.8 rating!

Automatic translation:
Public
Public

Dear guizinho8,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Public
Public
Translation

Good morning,


There's no account verification problem or anything... It's just that the withdrawal isn't paid... and now, after 8 days, the withdrawal doesn't even appear in my history.... The withdrawal history is empty as if I had never requested anything... that's worrying... not to mention all the delays.

The casino's customer service just doesn't care, and says everything is fine... even though I told them that I don't even have a pending withdrawal at the moment

Automatic translation:
Public
Public
Translation

11 days waiting for the withdrawal and so far nothing ... every day I go to customer support and the answer is always the same and automatic ... they apologize, say they will notify the finance department and that I will receive the money as soon as possible ...


I see dozens of such complaints about this casino, yet the casino guru gives it a 9.8 rating for security.


I always check casino guru's ratings before I play at a casino, but I'm certainly going to think again.

Automatic translation:
Public
Public

Thanks for your ongoing trust.

Our policy is to intervene in delayed withdrawal cases after 14 days since the withdrawal was requested.

I appreciate your ongoing updates. After 14 days the casino doesn't process your withdrawal, we'll ask you to provide a screenshot of your withdrawal request. After that, we'll ask the casino for an explanation and assistance.

Thanks for your patience and understanding.

Public
Public
Translation

14 days have passed and the withdrawal is still pending ... there is no support from the casino ... I go to the chat every day and the answer is always the same, an automatic reply saying that it is late and that they will pay as soon as possible ... it's a shame about this casino that says it pays in 72 hours and then this happens . file

Automatic translation:
Public
Public
Translation

18 days without receiving my withdrawal. No explanation from the casino... they always say it's delayed and that I'll receive it soon... a disgrace.

without the casino guru's help i no longer have any hope of receiving my withdrawal...

Automatic translation:
Public
Public

Thank you very much, guizinho8, for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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.  

Public
Public

Hello guizinho8,


I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the QuickWin Casino representative to enter the discussion.


Dear casino representative, could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which guizinho8 can expect his withdrawal to be processed?

Public
Public
Translation

Good morning,

I would like to inform you that the withdrawal was paid today. It's a pity that it took the casino guru to intervene for this casino to pay out after 20 days ... anyway I would like to thank you for all your help. Thank you

Automatic translation:
Public
Public

Dear guizinho8,

We're glad to hear that your issue has been dealt with! We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help! 


As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 



Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru 

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news