The player from Germany had been trying to withdraw her balance from the casino for nearly 3 weeks. Due to a daily limit of 500 Euros, she had to split withdrawals, but each attempt was cancelled after a 3-day waiting period, creating an endless loop. The casino support team kept telling her to wait. The issue was resolved by identifying that the player's requested bank (C24 bank) was not supported for withdrawals. The player successfully used a Visa for the transfer, and the complaint was marked as resolved.
QuickWin Casino - Player's withdrawals are repeatedly canceled.
Amount: €1,000
QuickWin Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
For nearly 3 weeks now, I've been trying to withdraw my balance. Since only 500 Euros per day are allowed, I have to split it into 2 withdrawals. Every withdrawal gets canceled by them after a 3-day waiting period, and then I have to request it again. It's an endless loop... Every time, the support team just tells me to wait.
What else can I do to get my money?
Thanks a lot!
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5 months ago
Dear TAF2708,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Have you received any explanation from customer support regarding the cancellation of your withdrawal requests? Is the issue due to technical problems or caused by other factors?
Have you made any successful withdrawals before?
Could you please confirm if you passed the full KYC verification?
Have you tried withdrawing your winnings with a different payment method?
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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5 months ago
Translation
Hello,
the same message always appears (see attachment)
I cannot perform KYC verification because the button on the page is not active. I have already tried various payment methods without success. A successful withdrawal has not taken place.
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5 months ago
Have you tried using a different internet browser to access your casino account and submit your verification documents? If your account is not verified yet, this might be why your withdrawal requests are getting canceled. The casino recommends using Google Chrome for the best user experience.
Also, when was the last time you contacted customer support? Have you informed them about your verification issue?
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5 months ago
Translation
Hello,
I recently had two withdrawals of €500 each approved and supposedly transferred. I was informed of this via email. Two further withdrawals of €500 each were still being reviewed.
So in total I have €2,000 in winnings to receive. I wanted to check my player account today and the 2 transferred payouts were credited back to my player account! By the way, I accessed the site using the Google Chrome browser.
Verification is not possible - the page says it is not necessary and the point is greyed out. The chat said that if it says so, it is not necessary.
So I wrote to the chat today and they couldn't tell me why the payments keep coming back. I should just try again. I have a chat transcript of this but I don't want it published because my name is there.
What should I do now??
Best regards.
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5 months ago
Translation
Hello, after another payment was returned today, I wrote the following email to support (the live chat couldn't help again and told me to send an email):
Hello,
I would like to know why I have not been able to withdraw my winnings for weeks! Your live chat always says the same thing and unfortunately cannot/will not help me.
So far I have chosen the following payment methods for the payout of winnings:
- Mastercard
- Bank Transfer
- Visa
So far I have deposited with Mastercard and Visa.
Would you please help me find out where the error is? If a deposit works, a withdrawal should work too. After all, the data is stored with you and there is no point where I could change it or check it (if I wanted to).
I would like to cash out my money. It's no fun playing if you don't get your winnings paid out.
So nothing has happened so far...
Thank you very much for your support.
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5 months ago
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It's getting better and better: Should I open a new bank account now or what? The answer from support today was:
Thank you for contacting our QuickWin customer service.
We completely understand your frustration and we are really sorry to hear that you are experiencing all these problems with your withdrawal.
Could you please try requesting your withdrawal to a different bank account?
If you have any further questions, please contact us by email support@quickwin756412.com or via live chat.
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5 months ago
Thank you very much, TAF2708, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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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5 months ago
Hello, TAF2708,
I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear QuickWin Casino team,
Could you please review the player's account and withdrawal issues in more detail? Why does the casino keep denying her withdrawal requests?
Can you provide her with detailed instructions on how she could withdraw disputed winnings?
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5 months ago
Dear all,
Thank you for reaching out.
Unfortunately, there is no possibility to pay to the bank (C24 bank) that the customer is requesting the withdrawal to, which is why the we asked her to use a different bank or a different available payment method. The possibility of this is mentioned in the following article from our Terms and Conditions:
6.10 The Company will attempt to satisfy your wishes in terms of payment method, however, the use of payment method you prefer could not be guaranteed. Therefore, the Company may work through and perform payments using payment systems that differ from the one you requested to be used for processing your withdrawal.
Best regards,
Customer Support
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5 months ago
Translation
The case is closed for me. The money could be transferred via Visa. Thank you very much for your help!!!
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5 months ago
Thank you, TAF2708, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Thank you, QuickWin Casino team, for your response and cooperation.
Best regards,
Branislav, Casino.guru
