The player from Germany had been awaiting two separate withdrawals totaling 500 Euros from Quickwin Casino, which were supposedly transferred on the 13th and 19th of the month. Despite confirmation from live chat, the winnings had not appeared in the player's account. After several exchanges with the Complaints Team and the casino, it was revealed that the casino had transferred the winnings to a different account than the one specified by the player. The player had acknowledged this and decided to contact the recipient of the payment. Consequently, as the casino had fulfilled its obligation, we had closed the complaint as unjustified.
QuickWin Casino - Player's withdrawals have been delayed.
Amount: €500
QuickWin Casino
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Case opened
Current status
Waiting for casino to reply
1d 15h 4m 46s
Case summary
yesterday
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1 month ago
Translation
I'm still waiting for my earnings of 300 Euros. The payout was supposedly made on 13.3 (today is the 22nd and there's still no money in the account
The second win is 200 Euros, paid out on 19.3.
Live chat confirms that the money has been transferred. Still waiting.
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1 month ago
Dear Heidif,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawals 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,
Petronela
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1 month ago
Dear Heidif,
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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1 month ago
Translation
Hello
Thanks for the info. Unfortunately I'm still waiting for the payout. Every time I get dumped by Life Chat with the same answer. Money has been paid out. After submitting my statements, I still didn't receive a response from support
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1 month ago
Thank you very much, Heidif, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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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1 month ago
Translation
Hello
Thank you, I hope you can achieve something so that I can get my winnings paid out
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1 month ago
Dear Heidif,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite QuickWin Casino representative to join this conversation.
Dear QuickWin Casino, could you please provide more information about this case?
Looking forward to your reply.
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1 month ago
Dear Customer,
Thank you for reaching out to us.
We would like to inform you that the withdrawal with ID: 399512501 of 300 EUR was paid out on 13.03.2024.
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Dear Katarina,
We sent you an email with the evidence of completed withdrawal. Looking forward to hearing from you.
Best Regards,
QuickWin Casino
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1 month ago
Translation
I sent account statements to support which show that neither 300 euros nor the 200 euros are in my account. Please let me know which account the winnings were transferred to
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1 month ago
Dear QuickWin Casino,
thank you for your prompt reply.
Dear Heidif,
we have received the evidence from casino supporting the withdrawal was completed. Will you be able to send the bank account statements to katarina.d@casino.guru to support your claim, please?
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1 month ago
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Will send you bank statements as soon as possible. I am currently travelling
Edited
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1 month ago
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I have just sent you the March sales to the e-mail address
greetings Heidi F*****
Edited by a Casino Guru admin
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1 month ago
Dear Heidif,
Thank you for your email. However, the format you sent your documents in is not what we expect. We will have to ask you for a PDF format, officially downloaded from your bank account and dated from the day of your withdrawal request to this day. I know it may seem exaggerated. But given the fact, that payment may take several weeks to arrive, it is a standard procedure. Will you be able to provide such a statement, please?
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1 month ago
Translation
Hello Katharina
I will take photos of my sales from March 13th and send them to you by email.
Would that be okay?
Kind regards, Heidi F*******
Edited by a Casino Guru admin
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1 month ago
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Dear Katarina
I don't know how to send you my sales by email.#
Would it be possible by post?
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1 month ago
Dear Heidif,
Once you download your bank statements from your bank account in PDF form, you can send them as an attachment in the email. You can also sent them to this thread and I make sure to hide all of the sensitive information. However, the email would be the preferred option. Please make sure you sent the statement starting from the date of your withdrawal request until the today's date. Please do not hesitate to contact me in case of further questions.
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3 weeks ago
Translation
Hello Katarina
Did you receive my email with the attachment of my account transactions?
Greeting
Heidi
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3 weeks ago
Dear Heidif,
yes, I did receive your email. I am currently investigating and I will get back to you as soon as I have more information.
Thank you for your patience.
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2 weeks ago
Translation
Hello
After consulting my payment provider, no transfer has been detected or expected yet. What happens next?
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2 weeks ago
Dear Heidif,
Thank you for your update.
The next step is to wait for the casino. They do have all of the information provided and it is up to them to say whether they need more proof or they try to investigate where the funds went. I know it may seem frustrating and tiring, but we have to remain patient.
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2 weeks ago
Dear Customer,
We have contacted the relevant team to review your transaction.
We sincerely appreciate your patience!
Best Regards,
Customer Service
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2 weeks ago
Thank you Quickwin Casino for your reply.
How long does Heidif have to wait for another step, please? This case has been open for over a month. Is there any way we can escalate this complaint, please?
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2 weeks ago
Dear Katarina,
We sent an email to you and the customer by including the transaction screenshots of both the withdrawals.
We hope this clarifies the matter.
Best Regards,
Customer Service
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2 weeks ago
Translation
It is constantly said that my case is being reviewed (finance department etc.)
Nothing happens. As you can see, I didn't receive my winnings.
Would like to know which bank the payment was allegedly made to.
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2 weeks ago
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I didn't get an email either. They keep claiming that both payments have been made. The transaction says nothing. All of my documents show that neither 300 euros on March 13 nor 200 euros on March 19 were paid out.
My payment provider confirms this.
Please let me know which account the money was allegedly transferred to.
Greetings Heidi
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2 weeks ago
Thank you Quickwin Casino for your reply.
Dear Heidif,
can you please doublecheck your spam/junk folder? Sometimes the emails end up there by accident.
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2 weeks ago
Translation
Thank you
I know this bank account. I'll take care of it.
Thank you for your effort
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2 weeks ago
Dear Heidif,
thank you for your reply. Will you be able to verify whether you have received the funds so I can close this case as resolved, please?
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2 weeks ago
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The casino transferred the money but unfortunately to a different account than the one I specified for my payments. Unfortunately I will have to contact the recipient of the payment. The case will then be closed for them.
Thank you for your efforts.
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1 week ago
Dear Heidif,
this is a very unfortunate situation you found yourself in. I am worried that the resolution of this case is now beyond our abilities. We are here to maintain the channel of communication between players and casinos. Since Quickwin casino has done its due diligence and processed the withdrawal, I will now be closing this complaint as unjustified. I believe you will be able to find the best suited solution on your own now.
The player can reopen this case anytime.
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1 week ago
Dear Heidif,
as per your request I am reopening this case. Can you please explain in more details what is going on?
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1 week ago
Translation
Quickwin transferred the winnings of 300 euros and 200 euros to an account other than my player account. Who ordered this payout?
I have requested this withdrawal to my account. Has this withdrawal been cancelled?
I have contacted the account holder. He claims to have never received these winnings.
Could you send me a screenshot that can confirm this transaction that the profit is confirmed on this account
Thanks
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1 week ago
Dear Heidif,
in order to prove the funds were not transferred to the account in question, we will need once again a bank statement, dated from the day of your request to today's date.
Dear QuickWin Casino,
can you please verify what account number was attached to the withdrawal request from the March 13th and 19th?
Looking forward to your replies.
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1 week ago
Translation
Hello
will not get these bank statements.#
My question is how it happened that winnings were not transferred to my deposit account (Sparkasse?
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1 week ago
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And was the requested deposit first cancelled and then requested again? As I said, my winnings should be paid to the savings bank.
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1 week ago
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Could you please also tell me from which device the transactions were carried out. (mobile phone, laptop, PC etc.)
Thanks
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6 days ago
Dear Heidif,
thank you for your messages.
I think we reached the point where it seems very difficult to find the solution that will satisfy all of the parties involved. QuickWin Casino has provided evidence of sending the funds to the bank account. It is also clear that it was you who requested the withdrawal. I understand you have quite a few questions, but I am worried finding the answers will not guarantee that you will receive your funds.
The only solution that may change something for you is if you were able to prove that the funds did not arrive to the bank account. In order to do that, you have to provide the official bank statement dated from the date of your withdrawal request (March 13th) to today's date.
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6 days ago
Translation
Hello
I have already submitted my bank statements which show that the winnings were not transferred to my depositor account (Sparkasse).
The payouts were transferred to another account.
My question is from which device was the payout of the winnings of 300 euros, 200 euros and 160 euros requested.
It should be obvious (IP address)
please check
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5 days ago
Dear Heidif,
I requested documents from QuickWin casino that you asked for. It will take few days for them to get back to me. I will update you once I receive them.
QuickWin Casino has 1d 15h 4m 46s to reply
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