QuickWin Casino - Výhra hráče nebyla připsána na účet.

Yesterday, I placed a bet in a Power Blackjack game at a live casino. I split the pair and then doubled it, so the stake for that game was €525. The dealer then busted, meaning I won the game and the payout, €1050 in total, should have been credited to my gaming account. Unfortunately, this has not happened. I have already reported this issue to the live support team and provided all the requested documents. They allegedly forwarded it to the appropriate support department, from which I was supposed to receive an email. However, I have yet to hear anything back.

Ich habe gestern bei einem livecasino bei Power Blackjack bei einem Spiel einen Einsatz getätigt dann das paar gesplittet und dann noch verdoppeln sodass der Einsatz bei dem Spiel 525€ war! Der Dealer hat dann überreizt sodass ich das Spiel gewonnen habe und mir der Einsatz und der Gewinn zusammen 1050€ auf mein Spielkonto gutgeschrieben werden müsste was jedoch nicht geschehen ist! Der live Support habe ich das Problem schon geschildert und alle geforderten Unterlagen gesendet! Es soll angeblich an den zuständigen Support weitergeleitet worden sei. Und ich soll dann eine Email erhalte! Es ist aber noch nicht passiert!

Dear 1896danieldw,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with QuickWin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly that the game round you are referring to is represented by the 3x175€ bets mentioned in the game history?
• What result was recorded in the game history? Do I understand correctly that in case you lose the record in game history, it should have been 'win 0,00€'?
• Have you recorded your winning round with a screenshot or a video?

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,

Tomas

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 800 complaints.

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

That's what came out of the game! I split and doubled the one sheet! And the grouper then overexcited! And the winnings have not been credited as you can see from the history!

das ist bei dem Spiel heraus gekommen! Ich habe gesplittet und das eine Blatt verdoppelt! Und der Grupier hat dann überreizt! Und der Gewinn ist nicht gutgeschrieben worden wie sie das aus der Historie sehen können!

In addition, I also want to get money paid out, and the first debit was canceled by Quickwin! Live support doesn't help you, I also have the feeling that there's more of a computer behind it that first gives you a fair shake and then tries to put you off by saying that you forwarded it to the responsible office, but you never hear anything from them ! What options do I still have to get the money in my gaming account if the debit methods offered don't work?

Darüber hinaus will ich auch Geld ausbezahlt bekommen, und die erst Abbuchung wurde von seitens Quickwin storniert! Beim live Support wird einem nicht geholfen, ich habe auch das Gefühl das da eher ein Computer hinter steckt der erst einem Warzen lässt und einen dann vertrösten will indem man sagt das man es am die zuständige Stelle weitergeleitet hat, aber man von dieser nie etwas hört! Welche Möglichkeiten habe ich noch an das Geld auf meinem Spielkonto zu kommen wenn die Abbuchungsmethoden die Angebote werden nicht funktionieren?

I understand your frustration.

When have you requested the withdrawal of your winnings and what payment method have you opted for, please?

What was the recommendation of the casino's live chat support regarding the situation?

€500 has now been paid out twice! I commissioned Visa to do this because that is also where I transferred money! The first time it was canceled for no reason! But now it has worked twice!

All that's left now is to wait for my winnings of €1050, which still haven't been credited!

Mittlerweile sind zweimal 500€ ausgezahlt worden! Ich habe das mit Visa beauftragt, weil das auch das ist wo ich überwiesen habe! Das erste Mal ist es ohne Grund storniert worden! Jetzt aber Zwei Mal hat es Funktioniert!

Bleibt jetzt nur noch das warten auf mein Gewinn von 1050€ die immer noch nicht gutgeschrieben wurden!

Thank you very much, 1896danieldw, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you 1896danieldw for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask QuickWin Casino for their help in resolving this complaint. We would like to know why the winnings were not accredited to the player's balance and what can be done to help resolve this issue.

Thank you!

That would be great if that could be clarified!

Das wäre super wenn das geklärt werden könnte!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I hope it works, otherwise closing the complaint still won't solve my problem that €1050 wasn't credited to my account!

Das hoffe ich das es klappt, sonst löst das schließen der Beschwerde ja immer noch nicht mein Problem das 1050€ nicht auf mein Konto gutgeschrieben wurde!

Dear Customer,

Thank you for your patience.

We would like to inform you that after an investigation of the round took place, a win in amount of 1050 EUR was credited to your casino account on 15.01.2024.

Best regards,

Customer Support

Thank you for the update QuickWin Casino representative.

Dear 1896danieldw, let us know if you have received the funds in your gaming account or if you require any further assistance. Thank you!

Thank you for clearing up this matter and helping me! This would most likely never have been transferred on my own! Best regards

Daniel W***

Ich danke ihnen, das sie diese Angelegenheit geklärt haben und sie mir geholfen haben! Alleine wäre das höchstwahrscheinlich nie überwiesen worden! Mit freundlichen Grüßen

Daniel W***

Dear 1896danieldw,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter

We’ve reopened this complaint at the request of 1896danieldw. We have received the following message:

„I just noticed that I can't withdraw the money, the reason given is that the deposit has to be wagered once, so I most likely meant that you have to play completely with the €1050! The €1050 is treated like a deposit in my gaming account, but it is not a deposit but a win!"

Dear QuickWin Casino, can you let us know why a wagering requirement was added to these funds if they were gained from playing?

Thank you in advance for your cooperation!

Thanks, wait and see what the answer is!

Danke abwarten was darauf geantwortet wird!

Dear Customer,

Thank you for your message.

The wagering requirement is there because the funds were technically added as a deposit. No need to worry, it was forwarded to the relevant department to find a solution. You will be shortly additionally contacted with the details.

Best regards,

Customer Support.

I received an email and they offer a bank transfer! As soon as the money is in my account, I will report here so that the complaint can be closed!

Ich habe eine Email bekommen, und sie bieten eine Überweisung an! Sobald das Geld auf meinem Konto ist, werde ich mich hier melden damit die Beschwerde geschlossen werden kann!

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear all,

We would like to inform you that we reached out to the customer to request his bank information for a manual withdrawal, but he played the balance in live casino before we were able to create the payment.

Best regards,

Customer Support

That's so right! So the complaint can be closed!

Das ist so richtig! Also kann die Beschwerde geschlossen werden!

Dear 1896danieldw, I'm saddened to hear that you have lost your funds, unfortunately, due to that reason we will have to reject your complaint. Thank you for your understanding. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter