QuickWin Casino - La cuenta del jugador ha sido cerrada permanentemente.

Complaint against QuickWin – Real money payout refused

QuickWin has permanently closed my player account and is refusing to pay out my real money balance of €1,200.

The account closure was justified as an "administrative decision." However, no specific violation of the terms and conditions was mentioned. There were no allegations of fraud, bonus abuse, or multiple accounts.

QuickWin has not responded to my multiple requests for the payout of my real money balance and has only stated that the account will not be reopened.

The balance consisted of real money deposited by the user. Even in the event of account closure, a casino is not entitled to retain legitimate funds without a clear justification and proof of a rule violation.

I request Casino Guru's assistance in resolving this case and recovering my balance of €1,200.

I am prepared to provide further information.

Beschwerde gegen QuickWin – Auszahlung von Echtgeld verweigert

QuickWin hat mein Spielerkonto dauerhaft geschlossen und verweigert die Auszahlung meines Echtgeld-Guthabens in Höhe von 1.200 €.

Die Kontoschließung wurde mit einer „administrativen Entscheidung" begründet. Mir wurde jedoch kein konkreter Verstoß gegen die AGB genannt. Es gab keine Vorwürfe bezüglich Betrug, Bonusmissbrauch oder Mehrfachkonten.

Auf meine mehrfachen Anfragen zur Auszahlung meines Echtgeld-Guthabens geht QuickWin nicht ein und äußert sich ausschließlich dazu, dass das Konto nicht wiedereröffnet wird.

Das Guthaben bestand aus selbst eingezahltem Echtgeld. Auch bei einer Kontoschließung ist ein Casino nicht berechtigt, rechtmäßiges Guthaben ohne klare Begründung und Nachweis eines Regelverstoßes einzubehalten.

Ich bitte Casino Guru um Unterstützung bei der Klärung des Falls und der Rückforderung meines Guthabens in Höhe von 1.200 €.

Ich bin bereit, weitere Informationen zur Verfügung zu stellen.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I mainly won my money playing slot machines, and I don't know if my verification was complete, but before that, they always paid out winnings even without verification. The winnings were earned without an active bonus.

Regards

Ich habe hauptsächlich mein Gewinn durch Spieleautomaten erzielt und ob meine Verifizerung abgeschlossen war weiß ich nicht aber davor zahlten sie immer die Gewinne auch ohne Verifizierung aus. Die Gewinne wurden ohne aktiven Bonus erzielt.

MfG

Thank you very much for your reply, Ozn.krt. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Everything has been sorted out, thank you for your support!

LG

Es hat sich alles geklärt, ich danke Ihnen für Ihre Unterstützung!

LG

Dear Ozn.krt,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru