QuickWin Casino - O jogador enfrenta problemas de retirada e respostas de suporte conflitantes.

Dear Casino Guru Team,

I need your help with withdrawing my funds. I registered with Quickwin and made several deposits, all of which went smoothly. Now, I want to withdraw my winnings of 370€, but it's not working. I waited three days after contacting customer support, and instead of transferring the money to my bank account, it was credited back to my player account.

I contacted support again, and they claimed that I had canceled the transaction, which is not true. I then asked how I could verify my account, and they responded that verification is not necessary at the moment.

Can you please assist me?

Liebes Casino guru Team,

Ich brauche bitte eure Hilfe bei der Auszahlung meines Betrages. Ich habe mich bei Quickwin angemeldet und ein paar Mal eingezahlt, hat alles geklappt. Jetzt möchte ich mir meinen erspielten Gewinn auszahlen lassen und nichts geht. Es geht um 370€. Ich hatte auf Nachfrage beim Kundensupport 3 Tage gewartet und nun wurde mir das Geld wieder meinem Spielerkonto gutgeschrieben statt auf mein Bankkonto zu überweisen.

Ich hatte daraufhin eben mit dem Support wieder Kontakt aufgenommen aber dieser meinte nur, dass ich das storniert hätte,was aber nicht stimmt. Ich fragte daraufhin ob und wie ich mich verifizieren kann und bekam nur als Antwort, dass eine Verifizierung aktuell nicht nötig ist.

Können Sie mir bitte helfen?

Dear izzy49,

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 advise if you've requested another withdrawal?
• Did you accumulate your winnings with or without an active bonus?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thanks for the quick reply.

To your questions:

No, this was my first time requesting a withdrawal.

I contacted customer support again and they gave me tips on how to try to withdraw money again, which I have now tried. However, I don't think that will work, as the withdrawal request was submitted correctly on the first attempt.

No, the winnings were not won with bonuses.

I suspect it is more likely due to my "non-verification". However, after asking three times, support insists that no verification is necessary for withdrawals.

Danke für die schnelle Antwort.

Zu Ihren Fragen:

Nein, ich hatte zum ersten Mal eine Abhebung beantragt.

Ich hatte nun nocheinmal Kontakt zum Kundensupport aufgenommen, die mir Tipps gegeben haben wie ich nochmal eine Auszahlung versuchen soll, was ich jetzt auch versucht habe. Allerdings glaube ich nicht, dass das funktioniert, da der Antrag zur Auszahlung ja richtig gestellt wurde beim 1. Versuch.

Nein, der Gewinn wurde nicht mit Boni gewonnen.

Ich vermute eher es liegt an meiner "Nicht-Verifizierung". Der Support beharrt aber auf 3 maliger Nachfrage, dass keine Verifizierung zur Abhebung nötig ist.

Thank you for your reply, izzy49. Do I understand correctly that you now have a pending withdrawal?

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.

I have just emailed you the last chat transcript.

Yes, exactly, I currently have 370€ outstanding for withdrawal.

Ich habe Ihnen eben den letzten Chatverlauf per Mail zukommenlassen.

Ja genau, aktuell habe ich 370€ zur Auszahlung offen.

Good day,

Have you already contacted the casino?

Apparently it was my browser after all. I received the money this morning.

Guten Tag,

Hatten Sie bereits Kontakt mit dem Casino aufgenommen?

Scheinbar lag es doch an meiner Browser. Ich hab das Geld heute morgen erhalten.

Good news! Do I understand correctly we can now consider this case resolved?

Dear izzy49,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.