QuickWin Casino - El retiro del jugador se ha retrasado y se solicita nuevamente la verificación de la cuenta.

Hello, I won a five-figure sum at Quickwin on July 24th. Since you can only withdraw €500 per day, it takes forever for the money to arrive anyway, but I haven't received any payment for two weeks now, and suddenly I have to verify my identity again even though I already did it successfully.

Hallo ich habe einen fünfstelligen Betrag gewonnen bei Quickwin am 24.07 da Mann leider nur 500 Euro auszahlen kann pro Tag dauert es sowieso ewig bis das Geld kommt aber seid 2 Wochen kam keine Auszahlung bei mir an und plötzlich muss ich mich erneut verifizieren obwohl ich das schon gemacht habe Erfolgreich

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with QuickWin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player account accessible to you? Can you log in?
• Did you achieve your current balance with the help of a bonus?
• Which documents were you asked to provide on both occasions the casino requested KYC?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Yes, I can still log in, and no, I haven't used any bonuses, but they want me to verify my account. However, it's not working on their website, so I tried emailing them. Quickwin said I could send it by email, but suddenly that stopped working. Now they're making me upload the documents on their site, which I've done, and now it says I need to verify again, but the upload button is gone. Then the live chat told me I should send the documents by email again, even though it's not being accepted. I'll send you screenshots of the chats and emails with Quickwin.

Ja ich kann mich noch einloggen und nein ich habe keine Bonus benutzt aber sie wollen das ich mich verfiziere aber es geht nicht auf denen ihrer Seite also habe ich es per Email versucht. Weil Quickwin meinte ich kann es auch per Email senden aber das ging auf einmal doch nicht mehr jetzt haben sie mich auf ihrer Seite die Dokumnte hochladen lassen das habe ich auch alles gemacht und jetzt steht dort wieder das ich mich verifizieren müsste aber das Upload Button ist weg dann meinte der Live Chat ich sollte doch die Dokumente wieder per Email senden obwohl das nicht angenommen wird. Ich schicke dir Screenshots per Email von den Chats und E-Mails mit Quickwin

Dear Batista97,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

The verification finally worked, but I've still been waiting forever for my payouts.

Die Verifizierung hat jetzt endlich funktioniert aber ich warte dennoch schon ewig auf meine Auszahlungen

Dear Batista97,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite QuickWin Casino representative to join this conversation.

Dear QuickWin Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

Dear All,

We can confirm that the player’s account has been successfully verified for now. Following this verification, we have escalated their pending withdrawal request to our financial department for priority processing.

Please note that all withdrawals are subject to our standard Terms and Conditions regarding processing timeframes.

6.11 All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

6.13 At any time, a customer may have a maximum of 3 (three) pending withdrawals on the account.

6.15 Requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made and/or 3 (three) business days after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms. Financial department agents process requests for withdrawing monetary funds from 6 AM to 5 PM GMT, Monday-Friday. You consent that you are familiar and agree with the timetable of withdrawing funds. After the financial department has worked through the request to transfer funds, any further delays in processing payments are not the Company’s responsibility.

We appreciate your patience and cooperation as we process this transaction.

Best regards,

QuickWin Casino Team

Thank you for the update, QuickWin Casino.

Dear Batista97,

Please notify me, when you start receiving withdrawals.

Thank you.

Dear Batista97,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Mirka
Casino.Guru