QuickWin Casino - Hráčský účet byl uzavřen a výhry zabaveny.

Hello Dear Team,

I have a serious problem. Today I received an email stating that my account with Quick Win has been locked!

On October 30, 2024, I had a win of 700 Euros (initial stake was 40 Euros).

Before this, I never really lost anything significant!

I wanted to withdraw it immediately via bank transfer (only via IBAN), which had always worked before. I had a win of 400 Euros previously, and that was also paid out to me.

When I tried to withdraw 700 Euros this time (500 Euros, since more than that isn't allowed per day), I suddenly received a message saying the transfer couldn't be completed due to bank communication issues. I contacted live chat, and I was told it wasn't a problem with my bank, but likely a network connection error!

I then tried using Skrill, and a day later, I was informed that I needed to verify my account, which I did immediately. Everything is in my name!

Today, on November 4, 2024, at 4:00 PM, I received an email saying that my account has been locked and my winnings are gone. However, I will get my 40-Euro stake refunded!

This is not fair.

No, I have not gambled away the money. I have proof!

I took a lot of photos of my account!

Best regards, Mario

Please help me!!

Hallo Liebes Team,

und zwar habe ich ein großes Problem habe heute eine E Mail erhalten das ich bei Quik Win gesperrt wurde !

Ich hatte am 30.10.2024 einen Gewinn von 700 Euro (Eigeneinsatz 40 Euro)

vorher nie wirklich etwas verloren!!

Wollte es sofort auszahlen lassen per Bank Transfer (Nur per IBAN )was auch davor immer geklappt hat da hatte ich einen Gewinn von 400 Euro und die wurden mir auch ausbezahlt !!

Als ich mir jetzt wie gesagt die 700 Eueo ausbezahlen wollte (also 500 ) weil ja an einem Tag nicht mehr geht stand aufeinmal da können es nicht überweisen da es mir der Bank Komunikationsprobleme gibt hatte mich dann an den Live Chat gewandt die sagten mir das es nicht an meiner Bank liegt es dürfte eine Fehler von der Netzwerkverbinding sein !!!

Dann probierte ich es per Skrill und einen Tag später bekam ich die Info das ich meine Konto verifizieren muss was ich dann auch sofort machte alles läuft auf meinen Namen !!!

Und heute am 4.11.2024 um 16.00 bekam ich eine Mail das mein Konto gesperrt wurde!! und mein Gewinn weg ist und ich die 40 Eieo Einsatz zurücküberwisen bekomme !!!!

Das das

Und nein ich habe das Geld nicht mehr verspielt habe auch Beweise !!!

lauter Fotos von meinem Account gemacht!!

lg Mario

Bitte helfen Sie mir !!

Dear schambergerkerstin7,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Terms and Conditions of QuickWin Casino, and this is what I found under rule 4.1:

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.

Am I correct in understanding that you had not verified your account previously, even when you made a successful withdrawal, and that this is your first attempt at completing the verification process?

Could you please specify which documents you submitted for verification? Were any of your documents approved as part of the KYC process?

Did you accumulate your winnings using a bonus, or were they obtained solely through regular gameplay?

Thank you for your cooperation, and I hope we can work together to resolve this matter soon.

Best regards

Veronika

Hello, thank you very much for the quick reply,

Yes, I only had to verify myself after winning 700 euros!

After I used Skrill for the withdrawal because the bank transfer didn't work because there were supposedly problems with the bank communication. Before that I had received a withdrawal of 400 without verification.

-I had to verify my driving license as proof that it was me

(was accepted)

-I had to verify my bank account

was also accepted

-yes it was all real money, I never played with a bonus

When this was accepted I had to send my driving license again with a selfie. When I did this I received an email a day later saying that my account had been deactivated.

My wife and I played together on my account, it could be that it was deactivated because I also made deposits from her account (we have a partnership account)

What my wife also knows

Payouts were only made to my account.

During verification I sent both account cards where the deposits and withdrawals were made.

I also wanted to send a photo of my wife with the card as proof, but unfortunately that didn't happen...

But as I said, we didn't think anything of it because we used both of our account cards for our first win (which we also got paid out), so it wasn't a problem.

I can also send you a photo of my wife with the bank card.

So they can see that she knew.

LGS.

Hallo vielen lieben Dank für die schnelle Antwort,

ja habe mich erst nach den Gewinn von 700 Euro verifizieren müssen !

Nachdem ich Skrill für die Auszahlung genommen habe da es mit dem Bank Transfer nicht geklappt hat da es angeblich Probleme mit der Bank-Kommunikation gab.Davor hatte ich eine Auszahlung von 400 bekommen ohne Verifizierung.

-Verifizieren musste ich meinen Führeschein als Nachweis das ich es bin

(wurde angenommen)

-Mein Bankonto musste ich verifizieren

wurde auch angenommen

-ja war alles Echtgeld habe nie mit Bonus gespielt

Als dies angenommen wurde musste ich nochmals meinen Führeschein mit einem Selfie senden als ich dies dann machte bekam ich einen Tag später die Mail das mein Konto deaktiviert wurde

Ich und meine Frau spielten gemeinsam bei meinem Konto kann es sein das es deswegen deaktiviert wurde weil ich Einzahlungen auch von Ihrem Konto gemacht habe (wir haben ein Partnerschaftskonto)

Was meine Frau wie gesagt auch weis

Auszahlungen wurden nur an mein Konto gemacht .

Habe bei der Verifizierung beide Kontokarten gesendet wo die Einzahlungen und Auszahlung getätigt wurden.

Wollte auch als Beweis ein Foto meiner Frau mit der Karte senden aber dazu kam es leider nicht mehr ..

Aber wie gesagt wir dachten uns nichts dabei weil wir auch bei unserem 1 Gewinn (was wir auch aisbezahlt bekamen) alle beide Kontokarten benutzt haben da war es auch kein Problem.

Ich kann Ihnen gerne auch ein Foro meiner Frau mit der Kontokarte senden.

Damit sie sehen das sie Bescheid wusste.

lgS.

my wife's bank account!!

Bankkonto meiner Frau !!

What I, or we, don't understand at all is that from the beginning it was not a problem that we also made deposits using my wife's card.

And as I said, I had already received the payout of 400 Eueo even though they knew it was from a different account.

I think the problem is that I only played 40 euros and then made a profit. I didn't play any more and they probably didn't like that.

because then the casino makes a loss.

I hope you can help us .

Very best regards

Was ich bzw .wir überhaupt nicht verstehen das es von Angang an kein Problem war das wir auch Einzahlungen von meiner Frau Ihre Karte getätigt haben.

Und wie schon gesagt habe auch vorher schon die Auszahlung von 400 Eueo bekommen obwohl die wussten das es anderes Konto war .

Ich glaube das Problem ist das ich nur 40 Euro gespielt habe dann einen Gewinn erzielt habe ich nicht weitergespielt habe und das wird denen nicht gepasst haben ..

weil ja dann das Casino einen Verlust hat .

Ich hoffe Sie können uns weiterhelfen .

Ganz liebe Grüsse

Here is proof that we have a joint account where we made the deposit.

Lg

Hier ist der Beweis das wir ein gemeinsames Konto habe wo wir die Einzahlung getätigt haben.

Lg

Dear schambergerkerstin7,

As you correctly assume, your account was blocked because you deposited into your casino account with a card that belongs to your wife. I am sorry but this is against the Terms and Conditions of QuickWin Casino, specifically this rule:

• 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.

Furthermore, please check our Fair Gambling Codex for Players: 

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations." 

Please understand that in your instance, the rule regarding account ownership has been breached. While some casinos may occasionally permit exceptions, such as using a joint card, there is an important distinction between a joint bank account (with two different cardholders) and a joint card issued for two individuals. Any exceptions usually need to be clearly communicated and pre-approved by the casino.

It’s worth noting that verifying the true owner of a payment method during deposit is technically challenging and typically isn’t possible until the account verification stage, which often takes place when a significant withdrawal is requested. Therefore, it’s the player’s responsibility to ensure they use only permitted payment methods that are solely registered to them.If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika