QuickWin Casino – generell diskussion (sida 22)

Händer den här situationen ofta och finns det något sätt att kontrollera om processen redan är igång? Har någon kontaktat casinot direkt?

Du kan se allt i ditt klagomål. När casinot kontaktas kommer du också att se det där. Senare kommer vårt team att fråga dig om allt som behövs och när de har det kommer de att kontakta casinot.

Om du har ytterligare frågor hittar du all information om processen här .

Tyvärr kan jag fortfarande inte ta ut mina vinster; jag har bara 5 000 euro kvar av de 25 000 eurona, men det är precis vad casinona vill – att du ska spela bort dina pengar igen innan du kan ta ut dem.

Supportchatten säger fortfarande att de "tydligen" har granskat dokumentet i 7 dagar!!!!!

Även om de andra fyra dokumenten bekräftades samma dag, haha, det är ett skämt.

Igår ändrades något något; jag kan nu komma åt uttagsalternativet, men när jag anger ett belopp och försöker ta ut får jag ett felmeddelande som säger: Ett oväntat fel har inträffat.

Och jag har inte kunnat öppna supportchatten sedan igår; de måste ha blockerat mig så att de kan försena saker ännu längre.

I know this is an unpleasant situation. But please stay calm, and our team here will be there to help whenever possible. Don't gamble with your money, even though the wait can sometimes be agonizing; everyone wants to get their money. It’s not a small amount you’ve won, so if you’re patient, I think you’ll get everything eventually. 🙂

Ja, det är en liten summa eftersom mina 25 000 euro nästan var slut redan....

Men nu har jag 3 500 euro att ta ut igen.

Just hang in there please.

Mitt ärende med Quickwin-casinot uppgavs vara löst, betalningen var 11 000 € nivå 5, det nuvarande betalningssaldot på 96 900 € betalades ut dropp för dropp och det var vad jag bad om att få utbetalt till mig varje dag. Så snart ärendet var avgjort här, en timme senare bad de mig att verifiera kontot, med det faktum att kontot hade verifierats och bekräftats flera gånger att allt var bra. Efter två dagar skickade jag alla möjliga dokument de begärde. Jag skickade flera fakturor för att bevisa min bostadsadress, sedan flera fakturor för att bevisa att jag är ägare till kontot, så jag kan inte ens veta vad de letade efter längre. Så snart allt detta hade skickats till alla möjliga e-postadresser från casinot, gjorde de 3x500€-betalningar som väntade i 10 dagar och blockerade mina ytterligare betalningar.

Hello, so it's not actually over yet? Oh, I'm sorry to hear that. Well, in that case I would suggest following the last complaint instruction: "If the withdrawal pace significantly slows down or payments stop altogether, please do not hesitate to contact us and request that the complaint be reopened." To me it sounds like this is it, what do you think?

Jag tryckte på för att det skulle öppnas igen för en vecka sedan och skrev ett e-postmeddelande till Kubu men har fortfarande inte fått något svar. Nu hävdar de att jag har nått gränsen och att jag har fått utbetalt 4500 euro och gränsen är 7000 euro. Det är därför jag skrev dit eftersom jag inte har möjlighet att skriva ytterligare om mitt klagomål och jag kan inte öppna ett nytt för samma casino. Jag kan inte göra någonting och jag har alla bevis för att det manipulerades. Jag skickade till och med ett e-postmeddelande till Kubu för att se hur de visade honom två betalningar som gjordes i juni och först behandlades den 1 juli med samma ID-nummer. Båda gångerna behandlades. Var uppmärksam på 100 euro den 23 juni och 1 juli. Jag fick 100 euro utbetalt, vilket framgår av mitt kontoutdrag den 1 juli.

Tyvärr får vi inte våra pengar i tid 😞. Allt är för närvarande blockerat på mitt konto, och de sa att jag redan har fått min månadsgräns. Tyvärr är det inte fallet. Jag har väntat i en vecka så att jag ordentligt kan förklara vad som händer med mitt konto. Jag har fortfarande 96 900,00 euro där. De gör alltid så här; jag får inte in mina pengar i mitt liv. Jag kommer att dö av all denna stress.

It's unconvincing, but the whole complaint team is dealing with an extreme number of active cases per single mediator and I guess this has been causing delays. I know, it's not good... Let me send a quick note to Kubo, at least. I understand what you have been through and I completely get it's been drawing you mad. I would feel the same, I reckon.

Snälla, om det inte är ett problem, kontakta mig, för nu har de helt blockerat min betalning, jag kan inte ens sätta den på paus. Jag tycker att det är fel och under den här månaden fick jag 4 500 euro, vilket är långt ifrån 7 000 euro, och beloppet de är skyldiga mig är enormt.

Well, I have some follow-up from Kubo, but I have left the rest in his hand. Every time you reached out to him, he double-checked the payout progress and the limits were met in the end. The way I understand it, the casino is still willing to pay, but occasionally some payouts can be lower, and maybe the overall number of currently active withdrawals plays a role?

I won't speculate, because I'm not at all familiar with the payment history. Kubo is aware of the whole situation, but it's important to be patient and perhaps reconsider reaching out while the casino is still paying, if you see where I'm heading. Such a grand sum is never paid easily, thanks to all those limits, based on what I have seen in the forum posts and complaints. That's my experience. If the casino claims the monthly limit has been reached, it could be the reason for not allowing another active withdrawal. It's not cool, but technically it could make sense.

Tack🙏. Ärendet har nu öppnats igen och jag hoppas innerligt att det kommer att lösas på ett positivt sätt🙏

Of course, you are welcome. I imagine I was a bit too straightforward earlier, but no matter what, we share the same goal: to see you paid in full. 🤞🤞🤞

Med vänliga hälsningar, kära Ratka, mitt ärende har stängts igen utan ytterligare svar. De har inte skrivit något specifikt till mig. Betalningar gjordes ett tag, men nu är de sena igen. Inget svar från vare sig Kuba eller Qwick, som ansvarar för licensen. Kan ni snälla hjälpa mig med detta🙏

Hello Durdica, I see the complaint was closed and the summary says "After extensive communication, we concluded that the casino was still processing her balance within the applicable withdrawal limits, so the complaint was closed as rejected because the remaining issues were treated as disputes over payout pace, VIP benefits, and historical transaction timing rather than a complete failure to pay."

I guess something similar went to you through email.

I'm sorry, we cannot help with everything; some situations are beyond our scale. I fear we do not have enough capacity to follow every related payment and its timing; we can, however, distinguish whether the casino keeps paying or not in the long term. When it comes to licenses, this casino currently has none, or at least did not the last time my colleagues checked.

Dear Ratka,

Thank you for your message and for explaining the position of Casino Guru.

I understand that the previous complaint has been closed and that Casino Guru cannot follow every individual payment and transaction indefinitely.

However, I would like to point out that a new problem has now appeared after the complaint was closed, and I am being referred back to QuickWin Support for answers.

The problem is that QuickWin Support has been effectively unavailable to me for approximately two months. I have repeatedly contacted them by email with specific questions and requests for information, but I have not received meaningful answers to those requests.

This is not simply about me being dissatisfied with the speed of a particular withdrawal.

I have repeatedly asked QuickWin for basic information concerning my own account and withdrawals, including:

the complete withdrawal history and exact processing dates;

an explanation of how my withdrawal limits were calculated;

an explanation of the changes to my VIP/withdrawal level;

clarification of the verification process and why it was repeated;

clarification of the delays and restrictions placed on my withdrawals;

and clarification of the amounts actually paid to me compared with the amounts QuickWin says were paid.

QuickWin has even stated that my transaction history was provided to Casino Guru and that the requested information would be sent directly to me. I still have not received that information.

Therefore, I cannot simply be told to contact Support again when Support has already failed to answer my emails for approximately two months.

I also want to make clear that I am not asking Casino Guru to follow every payment indefinitely. I am asking that the fact that the casino's own support/complaints channel is not providing answers be taken into consideration when assessing what options remain available to me.

There is also now a new issue concerning the regulatory status of QuickWin. You mentioned that Casino Guru could not currently confirm that the casino has a valid licence, or that it did not have one when your colleagues last checked.

This makes it even more important for me to obtain a clear answer directly from QuickWin regarding:

the exact legal entity operating my account;

the exact licence number applicable to my account;

the regulatory authority responsible for that licence;

and the official procedure available to me for escalating an unresolved player dispute.

I have provided evidence throughout this case and I continue to keep records of all correspondence, withdrawals and payments.

I do not want the situation to be reduced to "the casino continues to pay" while the fundamental questions about the history of my withdrawals, the restrictions placed on my account, the VIP-level reduction, the verification process and the outstanding documentation remain unanswered.

I understand that Casino Guru has now closed the complaint. I am therefore not asking you to reopen the entire historical investigation simply because I am unhappy with the outcome.

I am asking that this new development be noted: QuickWin is directing me to Support, while Support has not meaningfully responded to my repeated requests for approximately two months.

I will continue documenting everything and will now pursue the appropriate regulatory/ADR route, but I wanted this new development to be recorded publicly in the Casino Guru complaint so that it is clear that the matter has not simply disappeared because the complaint was closed.

Thank you for your time and for your honest explanation.

Dear Ratka,

Thank you for your honest explanation.

I have now checked Casino Guru's current QuickWin Casino review myself, and I noticed something that I believe is highly relevant to my situation.

Your current review states:

Owner: NovaForge Ltd

Operator: NovaForge Ltd

Licensing authorities: No license

Monthly withdrawal limit: €7,000

You also told me yesterday that, regarding licensing, Casino Guru currently has no confirmation that this casino has a valid licence.

This raises an important question for me:

If Casino Guru currently states that QuickWin has no gambling licence, who is actually responsible for regulating my account and resolving my dispute?

QuickWin has repeatedly referred me to its Support and Live Chat, but Support has not meaningfully responded to my emails for approximately two months. I am now also unable to log in to my account at all, so I cannot even access the normal logged-in Live Chat or monitor my account and withdrawals.

I have already sent QuickWin another formal request asking them to explain why my account is inaccessible and to provide their exact legal entity, licence number and regulator. I have not yet received a response.

This is why I believe the new inability to access my account is particularly important.

I understand that Casino Guru cannot monitor every individual payment indefinitely. However, this is now no longer simply a dispute about whether a withdrawal arrived a few days earlier or later.

There is now a question of:

who operates my account;

under which licence, if any, my account was operated;

who is responsible for supervising the operator;

why I can no longer access my account;

and what formal dispute-resolution mechanism is actually available to me.

I would therefore ask Casino Guru to clarify one thing for me:

If QuickWin currently has no licence according to Casino Guru's own review, which independent ADR or regulatory authority should a player in my situation actually use to resolve an unresolved dispute concerning funds held by the operator?

I am asking this because I do not want to spend additional months being sent from QuickWin Support to Casino Guru and from Casino Guru back to QuickWin Support when neither channel is actually resolving the problem.

I am trying to follow the correct formal procedure and I would appreciate a concrete answer as to where I should take this matter next.

I will also provide Casino Guru with evidence that I currently cannot access my QuickWin account.

Thank you for your assistance.