The player from Greece had initially encountered issues with withdrawing winnings from an online casino due to the casino's requirement of a deposit first, despite having sufficient funds in the account. The player had not been successful in receiving assistance from the casino's customer support and finance department. After various communications, the casino had requested and confirmed the player's identification documents. However, the player had still been unable to request a withdrawal. The Complaints Team had stepped in to mediate the issue, inviting the casino to participate in resolving the complaint. Despite some delays, the casino had eventually asked for the player's crypto wallet number to facilitate the withdrawal. The player had finally been able to request a withdrawal and after some delay, had successfully received their money. The issue had then been marked as 'resolved' by the Complaints Team.
QuickWin Casino - Player struggles with withdrawal process.
Amount: €327
QuickWin Casino
Safety Index:Very highCase closed
RESOLVED
Case summary
I've been given absolutely no ability to withdraw. No withdrawal methods are active in the withdrawal field, and a message pops up saying, "to be able to make a withdrawal, you must first make a deposit." How could I not have made a deposit when I have money in my account? I've spoken with support more than 10 times in the last 10 days and noone has really helped, they just send pre-designed, standardized messages.
In one of my chats, they said they would contact me via mail to request information in order to make the withdrawal from the finance department manually. I believe this is a lie and they have no intention of doing so, as it's been 5 days since then.
I should note that I haven't used any company bonuses.
Dear gerasimoskioukas,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
When did you make your last successful deposit?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Hello. I have never made a withdrawal. It's the first attempt. I made the last deposit about 10 days ago. I can't see for sure why the transaction history on the page works for you. I am also sending you a picture of what appears in the download field.
I have not been asked to send identification documents.
Thank you for your reply, gerasimoskioukas. Have you accumulated your winnings with or without an active bonus?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Chat support conversation
I have not use bonus !
I play only with my money
They replied to one of my emails and asked for identification. I sent him what they asked for and I'm waiting. I will update with more.
I upload the documents the request from
me and they accept it but still they don’t let me request withdrawal.
Thank you very much, gerasimoskioukas, for your cooperation. I will now transfer your complaint to my colleague Dominika (dominika.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.
Hello gerasimoskioukas,
This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite QuickWin Casino to join the conversation and participate in the resolution of this complaint.
Dear QuickWin Casino,
Could you please provide an update on the withdrawal issue?
Best wishes,
Dominika
Casino.Guru
Dear Customer,
Thank you for reaching out.
We would like to inform you that your issue is currently being reviewed. You will receive an email as soon as there is an update. We appreciate your patience.
Best regards,
QuickWin.com
Even though the days pass, nothing changes. I doubt if they check my issue. are unacceptable. they have been fooling me for a month now and won't activate my withdrawals.
Dear gerasimoskioukas, do you have any updates regarding the withdrawals, please?
Dear QuickWin Casino, could you please provide an update on the withdrawal issue?
I am answering you instead of them. There is no development and of course no update.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
It will affect the score of these scammers a little negatively and my pocket very negatively! Is it possible for there to be such companies that legally steal from the world?
Dear customer,
We apologize for the delayed reply.
We are currently looking for a ways to withdraw your funds to you. We will update you as soon as we figure out a solution.
Thank you for understanding.
Sincerely,
Quickwin Administration
QuickWin Casino I can send you the Crypto address to withdraw them there. It's how I made my deposits.
Please give a solution soon it's been almost 2 months that I can't withdraw my money.
I can also give you a bank account IBAN to transfer them to me at the bank. Please let me know which way is convenient for you.
Dear customer,
In order for us to withdraw your funds, we kindly ask you to provide us with your crypto wallet number. Please send it to our email address.
Thank you in advance.
Best regards,
Quickwin Casino
I finally managed to make a withdrawal request. Please approve it as soon as possible.
Still no progress on the withdrawal I made exactly a week ago. I sent them on chat and they informed me that withdrawals are approved within 3 working days from the withdrawal date. The third working day from March 26 was Friday March 29. We arrived April 2nd but still nothing.
Dear QuickWin Casino, could you please state the reason why the player's withdrawal has not been approved yet?
Dear gerasimoskioukas,
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,
Dominika
Casino.Guru
