QuickWin Casino - La retirada del jugador se ha retrasado.

Hello, I won approximately €6,500 and was able to withdraw €1,500 easily in March without any major delays. However, I'm now waiting for the remaining withdrawals, and the earliest one was from March 22, 2026, so about 17 days ago. In the support chat and via email, I keep receiving the same message that there's a delay and that it will be processed as soon as possible. However, I'm not given a specific reason why it's taking so long, nor am I given a timeframe. Therefore, I feel like I'm just being strung along, which is why I'm contacting you.

Hallo, ich habe ungefähr 6500€ gewonnen und konnte 1500 im März locker auszahlen ohne große verzögerungen. Jetzt warte ich allerdings auf die restlichen Auszahlungen und die früheste ist vom 22.03.26 also ungefähr 17 Tage her. Ich erhalte im Support Chat und per Mail immer dieselbe Nachricht, dass es sich verzögert und so schnell wie möglich ausgeführt wird. Ich erhalte aber keinen genauen Grund wieso es so lange dauert und auch keinen Zeitraum. Deshalb habe ich das Gefühl ich werde nur hingehalten und wende mich damit an sie.

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.

Dear Can62,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify how many days it took for the last withdrawal to be processed?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina, regarding the previous payouts: these all took 4-5 days and were paid out without any problems.

Regarding the next question, I am fully verified; even when I asked in the live chat, it was confirmed that I am fully verified.

And finally, regarding the question about the bonus, there was no active bonus; it was all real money.

Best regards

Hallo Kristina, also zu den vorherigen Auszahlungen. Diese haben alle 4-5 Tage gedauert und waren ohne Probleme Ausgezahlt.

Zu der nächsten Frage, ich bin komplett verifiziert, auch als ich im Live Chat gefragt habe wurde mir bestätigt, dass ich komplett verifiziert bin.

Und zuletzt zur Frage mit dem Bonus, es gab keinen aktiven Bonus, das war alles echtgeld.

Liebe Grüße

Thank you for your reply, Can62. Could you please let us know the current status of your withdrawal requests — are they shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Hello Kristina, my withdrawal request has been stuck on "Processing" status since March 22, 2026. Support staff keep telling me that my withdrawal is in its final stage and will be in my account soon, but unfortunately, I've been hearing this for three weeks now.

I'm happy to attach a screenshot of my payout history, showing completed payouts and the one from March 22, 2026, which is still being processed. I also have two other active payouts, one from March 25, 2026, and the other from March 26, 2026; both are currently being processed.

Unfortunately, I didn't record many chat logs, but I can upload a few here. Thank you so much for your help!

Hallo Kristina, meine Auszahlungsanfrage ist seit dem 22.03.2026 auf dem Status „In Bearbeitung". Die Support Arbeiter sagen mir auch ständig, dass meine Auszahlung im finalen Status ist und bald auf meinem Konto ist, leider höre ich das seit 3 Wochen.

Gerne füge ich ihnen ein Bild meiner Auszahlunghistorie hinzu, dort sehen sie bereits abgeschlossene Auszahlungen und die vom 22.03.2026 welche noch in Berarbeitung ist. Ich habe noch 2 weiter aktive Auszahlungen, eine vom 25.03.2026 und die andere vom 26.03.2026, beide sind ebenfalls in Bearbeitung.

Chatverläufe habe ich leider nicht sehr viele aufgezeichnet, ein paar kann ich ihnen jedoch hier hochladen. Vielen Dank für ihre Hilfe!

Dear Can62,

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, Martina (martina.b@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,

Kristina

Dear Can62,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite QuickWin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawal were not yet been processed?

Thank you in advance for providing the information.

Dear Player,

Thank you for contacting us.

To finalize your account verification and proceed with your pending requests, we kindly ask you to provide the following documentation:

Credit Card Photo: A clear photo (front and back) of your card ending in 4138. For your security, please mask the middle 6 digits and the CVV on the back.

Credit Card Statement: Transaction history for card 4138 covering the period from February 20th to March 20th.

Apple Pay History: Your Apple Pay transaction statement for the period from January 6th to February 6th.

Paysafecard History: Your Paysafecard transaction history for the period from January 5th to February 5th.

Proof of Address (POA): A utility bill, bank statement, or government-issued document dated within the last 3 months.

Important: All statements and the Proof of Address should be sent in their original PDF format as downloaded from your provider. Please note that screenshots or photos of these documents may be rejected.

Kind regards,

Quickwin Casino Team

Dear Can62,

Once you have submitted all the required documents, please let me know.

Thank you very much in advance for your cooperation.

Dear Player,

To finalize our review, please provide your Paysafe transaction history covering 03.01.2026 to 03.02.2026.

The history must show all activity during this timeframe, including your deposits to the casino. Please make sure your account ownership details are clearly visible.

Thank you for your cooperation.

Kind regards,

QuickWin Casino Team

Dear Can62,

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,
Martina
Casino.Guru