QuickWin Casino - Se rechaza la verificación de la cuenta del jugador.

I'm unable to verify my account because they're rejecting my documents and won't accept them, so I can't withdraw my winnings.

Can you help me?

non riesco a verificare il mio account in quanto mi rifiutano i documenti e non me li accettano, a causa di questo non riesco a prelevare i miei soldi vinti.

Mi potete aiutare?

Dear francescomirraa2, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your identity documents been approved by the casino?

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

Best regards, 

Veronika

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I provided the credit card I was making deposits with, my ID, and proof of ownership of the bank account.

I sent the last documents on 04/22/2024 in the afternoon more or less, after I had already sent them several times and they had been rejected.

Only the credit card sent on 04/19/2024 was accepted.

I think I have provided all the documents correctly but I don't understand why they are being refused.

Ho fornito la carta di credito con cui effettuavo i depositi, la carta d’identità e la prova di proprietà del conto bancario.

gli ultimi documenti li ho inviati il 22/04/2024 di pomeriggio più o meno, dopo che li avevo già inviati più e più volte e mi erano stati rifiutati.

Mi è stata accettata solo la carta di credito inviata il 19/04/2024.

Credo di aver fornito tutti i documenti in modo corretto ma non capisco il motivo per il quale mi vengano rifiutati.

Have you tried communicating with customer support after your documents were rejected? Please forward me any communication between you and the casino that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.

I just emailed Quickwin customer service, they responded saying that my request has been received and is being reviewed by their customer support.

Now I will attach the messages to your email and I will also send you the messages I had with a VIP manager who was assigned to me by Quickwin.

Ho appena mandato un e-mail al servizio clienti di Quickwin, mi hanno risposto dicendo che la mia richiesta è stata ricevuta ed è in fase di revisione dal loro supporto clienti.

Adesso ti allego i messaggi nella tua posta elettronica e in più ti invio anche i messaggi che ho avuto con un vip manager che mi è stato assegnato stesso da quickwin.

I just received a response from the casino and I understood where the error is, now I will forward the entire conversation to you in the email you gave me

Ho appena ricevuto risposta dal casinò ed ho capito dove sta l’errore, adesso ti inoltro tutta la conversazione nell’e-mail che mi hai dato

My account was closed and they wrote that I don't have the right to reopen it, I can't verify my account at the moment as I entered my mother's details and since I'm away for work and I'll be back on Friday I can't have them at moment.

I asked for an extension until Saturday to have all the data as soon as I get home

Mi è stato chiuso l’account e hanno scritto che non ho il diritto di riaprilo, io al momento non posso verificare il mio account in quanto ho immesso i dati di mia madre e dato che sto fuori per lavoro e torno venerdì non posso averli al momento.

Ho chiesto un prolungamento fino a sabato per avere tutti i dati appena torno a casa

According to the Terms and Conditions:

4.1 By opening an account on our Website and by using our Website you warrant that:

• you are acting on your own behalf;
• you are a competent and law-abiding citizen;
• you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;
• all data and information that you have provided when registering at our Website is true and real and you will continue updating this information in case of any changes;
• you fully understand and accept the fact that there is a possibility of monetary loss while using our services;
• you are not using monetary funds that you have received in an illegal way or from illegal sources;
• you have not entered into collusion and will not make an attempt to collude directly or indirectly with another customer of the Website;
• the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

Do I understand correctly that you deposited with your payment card to a casino account belonging to your mother? This would be a serious breach of the Terms and Conditions. Each player may use their own account, under their own name, using the payment method belonging solely to them. This can also be found in the Terms and Conditions of this casino:

3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

• each action performed using a Duplicate Account is considered void;
• any promotions that the Duplicate Account has participated in will be cancelled;
• any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;
• the Duplicate Account will be closed without an option to reopen it.

I'm sorry but if you breached the aforementioned rules, we will not be able to help you. Please let me know if there is anything else I can assist you with, or if this complaint may be closed. Thank you for your understanding.

Dear francescomirraa2,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.