QuickWin Casino - Счет игрока был закрыт, а средства задержаны.

This casino closed my account and I have been trying to get remaining funds on my account, and they have not been communicating properly with me. I am not sure how much funds were on the account. They requested me to send details for a manual withdrawal on Jan 28, and I did send the details on Feb 5. I have not gotten the funds yet. I have tried contacting their live support service, but they have banned me from it, so I can not communicate with them.

Dear Miniwheats90,

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 that I can understand the whole situation completely.

• Could you please get in touch with the support team and find out how much money you have in your account? We need this information to set the dispute value.
• Which games did you play - slots, live casino, sports betting, etc.?
• 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,

Nick

Dear Miniwheats90,

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.

I can not contact the live support as I have been blocked from their live chat service as mentioned in the opening statement, so I can not find out how much money was on the account, and even if I did have access, they would not tell me. I played casino and live casino. No bonuses used.

Dear Miniwheats90,

I hope you're doing well.

Could you please confirm if you have forwarded all the requested information to their support via email? Please keep in mind that it’s best to use email support primarily, as they have a broader capacity to assist you compared to live chat.

If you have not yet forwarded the information or contacted them via email, I kindly ask that you do so as soon as possible.

Best regards,

Nick

I have contacted them by email as well, no response

Thank you Miniwheats90 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Miniwheats90,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite QuickWin Casino to join the conversation.

Dear QuickWin Casino,

Could you kindly clarify why the manual withdrawal has yet to be processed, given that the player has submitted all the necessary information previously requested and a significant amount of time has elapsed?

Dear Miniwheats90,

We would like to share an update as we are checking this with our relevant department and we should be able to give you a positive response at the earliest as possible.

Thank you so much for your patience, understanding and co-operation . We really appreciate it.

Best regards,

QuickWin team.

Dear Miniwheats90,

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.

Hello, it looks like I have received the funds from Quickwin. I am still waiting on their sister site Powbet to give me my 3600 CAD winnings from the tournament wins.

Dear Miniwheats90,

Thank you for your response. I'm glad the QuickWin team has resolved the issue and you received the funds. Can you please confirm the amount that you received from them?

Dear Miniwheats90,

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.

I am waiting for their sister site Powbet to deliver a response for my other complaint

Dear Miniwheats90,

We cannot merge the two separate complaint cases together, even though they pertain to casinos within the same group. Your case with Powbet Casino is still being handled, independent of this matter. As the Quickwin team has disbursed the funds to you, I consider this case to be successfully addressed. Please confirm the amount you have received from Quickwin Casino so that I can proceed with closing this case.

192 cad

Dear Miniwheats90,

Thank you for the confirmation. I'm glad that our involvement played a role in resolving the situation and that you have received the funds. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Rate 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,

Michal

Casino Guru