The player from Italy had an issue with withdrawal requests for winnings of 120 and 90 euros. The casino kept cancelling the requests without any explanation, and live chat had informed her that her request was in the process. She had confirmed that her account did not require verification, and the winnings were from real money, not bonuses. After multiple requests, she finally received her winnings. We marked the complaint as 'resolved'.
QuickWin Casino - Player’s withdrawals are being cancelled by the casino.
Amount: €210
QuickWin Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
Translation
I won 120 and 90 euros which I requested to withdraw. They keep sending me emails where they cancel my request without any explanations.
The live chat tells me that my request is being processed and nothing else.
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8 months ago
Hello normagiacomazzi,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with QuickWin Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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8 months ago
Translation
Good morning,
the account does not require verification. I wrote every day both via chat and to email support but the response is always the same that my withdrawal request is being processed and then inexplicably cancelled. The last contact I had suggested me to make the withdrawal request via IBAN. I now have the two new withdrawal requests pending, indicating the credit card and IBAN (this is what is requested on the portal). I did not use bonus credit (also because it is not possible to request a withdrawal with a bonus to play) but only real money
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8 months ago
Translation
Good morning, I wanted to update you by letting you know that after several requests I managed to get my winnings credited. Case solved. Thanks to the availability
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8 months ago
Dear normagiacomazzi,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
