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In the communications I've received, I've always felt like I was dealing with a broken record. The first withdrawal to my card was cancelled after a few days, they say due to a provider issue. After several chats and emails, they advised me to proceed with the withdrawal by bank transfer. To date, nothing has been done. They replied to my email that they classified the players as less or more privileged, who are on the list. Everything is in order for them, but they don't say within what time frame the credit will be made. The €500 has been removed from my account, and I have just over €400 left in my account. The winnings came from a free bet assigned as per the promo after the requested top-up. Furthermore, without any explanation, they limited my bet amount to €1 by decision of the Bookmaker. The screenshot is from July 9th.

nelle Comunicazioni intercorse sempre di assistere a un disco rotto . Il primo prelievo su carta e’stato annullato dopo qualche giorno dicono per un problema di provider dopo varie chat e email mi hanno consigliato di procedere per il prelievo con il bonifico . Ad oggi nulla è stato fatto mi rispondono all’e-mail che hanno catalogato i giocatori tra meno o più privilegiati che sono in lista tutto per loro è regolare ma non dicono entro quanto viene fatto l’accredito i 500 euro sono stati tolti dall’account e in account mi romsne poco più di 400 euro . La vincita è derivante da una freebet gratuita assegnata come da promo dopo la ricarica richiesta . In più senza nessuna spiegazione mi hanno limitato l’importo della giocata a 1 euro per decisione del Bokmaker . Lo screen è del 9 luglio

Hello, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with QuickWin Casino. 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 confirm that you have passed the KYC verification? 
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread. 

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, 

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Honestly, I have never had any problems with this casino. Verification was never requested and to this day the withdrawal always seems to be in progress in my account. The €500 is not there. The strange thing is that they also limited my betting to one euro. But in the end, when you ask for explanations, the answers are always generic. They tell you that everything is fine, that the problem was a provider issue and so on.

Onestamente, non ho mai avuto problemi con questo casinò la verifica non mi è stata richiesta ed a oggi il prelievo sembra sempre in corso in account le 500 € non ci sono la cosa strana è che mi hanno limitato anche la giocata a un euro ma alla fine quando chiedi spiegazioni sono sempre risposte generiche ti dicono che è tutto a posto, che il problema è stato un problema di provider e così via

Good evening, is there any news?

Buonasera ci sono novità??

Hello,

thank you for your reply and patience.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello,

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.

Sorry, I don't understand what this means. What should I do?

Perdonatemi non ho capito cosa significa . Cosa dovrei fare ?

If you are referring to the email with the chat screenshot I already sent it to you, did you receive it?

Se vi riferite all’e-mail con lo screen delle chat io ve l’ho già inviato lo avete ricevuto ?

Hello,

thank you for your reply.

I have tried to look for your email but unfortunately was unable to locate it. Could you please resend it? My email address is katarina.d@casino.guru.

Kindly notify me here in the thread once the email is sent.

Alternatively, you can post the communication here in the thread.

Looking forward to your reply,

Katarina

Good morning sent now.

katarina.d@casino.guru to this email

but doesn't it end with guru.com or something else?

Buongiorno inviati ora .

katarina.d@casino.guru a questa email

ma non finisce con guru.com o altro modo ?

These are the screenshots to date of communications with the casino. I tried to put them in chronological order. If I couldn't, there are dates in each screenshot.

Queste sono gli screen ad oggi delle comunicazioni con il casinò ho cercato di metterle cronologicamente in ordine se non ci fossi riuscito ci sono le date in ogni screen

The email comes back to me with the error

L’e-mail mi torna indietro con l’errore

Hello,

thank you for your messages.

I am not sure why the emails bounced back, it may have been only a short term issue.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

I remain waiting, thank you very much

Rimango in attesa grazie mille

Hi,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Okay, perfect. As of today, the €500 withdrawal hasn't been credited, nor is it in my account. They say everything is normal. I've been waiting for two months.

Ok perfetto ad oggi il prelievo di 500euro non è stato accreditato e non è neanche sul conto. Loro dicono che è tutto nelle norma saranno due mesi che attendo

Dear All,

Thank you for reaching out to us.

We are investigating the matter with the relevant department.

Once we have an update, we will let you know.

Best regards,

QuickWin Casino Team

Dear All,

Regarding the sport limits, please refer to the point 16.2.23 from our T&C, to which the player has agreed on while registering to our page:

"The company has the right to limit the maximum bet for individual events and also limit or raise the maximum bet for specific persons without giving an explanation"

The withdrawal request, will be finalized after the player's account is verified.

The player will receive an email regarding the requested documents, which should be uploaded from their account through the verification tab.

Once we receive the documents, the verification will be initiated, and after verification is completed, the payment of the funds will be finalized.

Thank you in advance!

Best regards,

QuickWin Casino Team

Dear LelloX47,

I can confirm that the casino may limit the size of bets at their discretion, which is standard practice across casinos and bookmaker sites.

As for your withdrawal, have you been able to provide the required documents and complete the account verification? Once that’s done, the process should move forward smoothly.

Ok for the game. They have now communicated the request to authenticate the account. I will proceed to upload the required documents as soon as possible. I will update you.

Ok per la giocata . Hanno comunicato ora la richiesta di autentificare l’account procedo a caricare i documenti richiesti quanti prima ti aggiorno

Proof of residence is ok

La prova residenza ok

For the paper and the movements I am still waiting

Per la carta e i movimenti ancora sono in attesa

I uploaded Document and Delphi but it doesn't seem to be taking them into account.

let's see what happens for a moment

Documento e Delfi li ho caricati ma sembra che non li prenda in carico

vediamo un attimo cosa succede

Documents also sent by email.

Documenti mandati anche per e-mail .

Update

Of the documents uploaded so far, they've approved the residency; the others are still being verified. The whole process will undoubtedly drag on, as they've been doing so far, and from time to time, they'll find new excuses not to pay. I don't recall any casinos taking this long and failing to provide either positive or negative responses for verifying the various documents.

Aggiornamento

dei decumenti caricati ad ora hanno approvato la residenza gli altri sono in fase di verifica. Sicuramente il tutto come hanno fatto ad oggi andrà per le lunghe e di volta in volta troveranno nuove scuse per non pagare . Non ho ricordanza di casinò che impiegano tutto questo tempo e non danno risposte sia negative che positive per la verifica dei vari documenti.

Dear LelloX47,

I understand that the verification process can feel exhausting, but please be assured that once it is completed, any future steps at this casino will be much easier.

Kindly let me know if there are any updates.

Ok

Dear LelloX47,

The relevant department has informed us that you need, first and foremost, to pass the Onfido ID verification via the verification section in your account.

Once that is done, the rest of the documents will undergo the verification process, and the process will be finalized.

Best regards,

QuickWin Casino Team

I must have uploaded the photo of the document in front of the back of the ID card at least three or four times with a screenshot of my face with the document and every time I finish it tells me waiting to examine everything done. When I reconnect, it asks me to upload the document and already the fourth time, I no longer know what to do.

La foto del documento avanti dietro della carta d’identità l’avrò caricata minimo tre o quattro volte con relativo screenshot del mio viso con il documento e ogni volta finisco mi dice in attesa di esaminare il tutto fatto questo quando mi ricollego, mi richiede caricare il documento e già la quarta volta, io non so più come fare

I wrote that the Postepay I use is not a physical credit card but a virtual one. In other casinos where I play, it was enough for me to send them the screenshot of the transactions with the card header from the Chrome browser. To date, no one has responded to me. I have never had so many difficulties identifying a gaming current account. As for this casino, I don't know if it's the phrase in general or not, but even the answers they give take days. There is never a question and answer service within 24 hours. Time always passes, so even if someone makes a mistake, 345 days pass to know that they made a mistake, provided they tell you.

Io ho scritto che la Postepay sta che utilizzo non è una carta di credito fisica ma è virtuale in altri casinò dove gioco è bastato che gli inviassi lo screenshot dei movimenti con l’intestazione della carta da browser Chrome a me ad oggi non mi ha risposto nessuno non ho mai avuto così tante difficoltà per l’identificazione di un conto corrente gioco Come su questo casinò non so se è la frase o meno in generale, ma anche le risposte che loro danno passano giorni non c’è mai un servizio di domanda e risposta nell’arco delle 24 ore passa sempre del tempo, quindi anche se uno sbaglia passano 345 giorni per sapere che ha sbagliato sempre che se te lo dicono

Account verified let's see if they proceed with the payment

Conto verificato vediamo se procedono con il pagamento

Dear LelloX47,

The verification process is now complete, and I am confident there will be no issues with your payment.

Could you please confirm once you have received it?

Ok I'll keep you updated

Ok ti tengo aggiornato

Dear All,

The player's withdrawal has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in their account, however, this is subject to the payment method used and their bank's standards.

If you have any questions, please let us know.

Best regards,

QuickWin Casino Team

Ok I'll update you

Ok ti aggiorno

Another new development: the first part of the withdrawal was successful. The remaining part, i.e. 440 euros, found yet another excuse to cancel the withdrawal.

Altra novità la prima parte del prelievo è andata a buon fine la parte rimanente ovvero 440 euro hanno trovato l’ennesima scusa per annullare il prelievo

And the remainder of the winnings that they did not want to pay as the first part of the withdrawal on which you intervened and after the identification of the account they paid

E la rimanenza della vincita che non volevano pagare come prima parte del prelievo sulla quale siete intervenite voi e dopo l’identificazione dell’account hanno pagato

Now they have found an excuse that is quite ridiculous from my point of view, because it has no logic whatsoever. If you could solve this problem too, you would be doing me a great favor. I remain embarrassed by the treatment I received from this casino.

Ora hanno trovato una scusa alquanto dal mio punto di vista ridicola, perché non ha una minima logica se riuscite a risolvere anche questo di problema, mi faresti una grossa cortesia rimango imbarazzato dal trattamento ricevuto da questa casinò

After they cancelled it, they sent me another email and told me if I cancelled it, exactly the same procedure before your intervention.

Dopo che me lo hanno annullato mi mandano altra e-mail e mi dicono se l’ho annullato io pari pari stessa trafila prima del vostro intervento

Requested withdrawal again let's see

Richiesto nuovamente il prelievo vediamo

I’m extending the timer by 7 days. Please let me know once you receive the payment, or feel free to close the case at that time.

Dear LelloX47,

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.

Good evening, they refuse to pay the remaining €440. I've lost all hope. I'll have to accept that I only have to withdraw a portion of a winnings I've regularly obtained. Now they claim that I have to wager it three times before withdrawing the remaining amount, as per the rules, but I can assure you that the free bet I used to win the rebet was x1. Now, however, I claim that I have to wager the amount x3. But how can I do a rebet x3 if they've limited my account to €1 for bets? I've asked them about this, but they're not responding. Their goal is to not pay the remaining portion of the winnings.

Buonasera per la rimanenza di 440 euro si rifiutano di pagare oramai ho perso le speranze dovrò darmi pace che una vincita regolarmente ottenuta debba prelevarne solo una parte . Ora sostengono che prima di prelevare la parte rimanente devo rigiocarla 3 volte come da regolamento ma posso assicurare che la freebet con cui ho vinto il rigioco era x1 . Ora invece sostengo che devo rigiocare l’importo x3 ma come faccio a effettuare un rigioco x3 se mi hanno limitato il conto a 1euro per le scommesse ?? Gli ho chiesto questo ma non rispondono il loro scopo e’ non pagare la parte rimanente della vincita

I'd be curious to know if you ask them what they'll say or what instructions they give for unblocking, but you ask them and no one responds to the requests, and if they respond to the email, they don't answer the questions. How can anyone find a solution? It's impossible, and the feeling is what they want.

Sarei curioso di sapere se gli lo chiedete voi cosa rispondono o quale direttive danno per il risblocco ma a loro chiedi e nessuno rsisponde alle richieste e se rispondono all’e-mail non rispondono alle domande . Come fa uno a trovare una soluzione e’ impossibile e la sensazione è quello che vogliono

Can you give me another hand to unravel this situation I don't know what to do anymore

Riuscite a darmi un’altra mano per sbrogliare questa situazione io non so più cosa fare

Dear QuickWin Casino Team,

Thank you very much for your cooperation. Could you please explain in more detail what is happening with the remaining balance of 440 EUR, which you are requesting to be wagered three times?

I can confirm that this is quite difficult with the maximum bet limit of 1 EUR, as this would require a total wagering amount of 1,320 EUR, meaning 1,320 individual bets of 1 EUR each.

From what I understand, and I don't know if I understood correctly, the final part of the amount, that is, 440, is currently being withdrawn, and they've used the excuse that I have to replay x3 before withdrawing it. So far, they haven't specified whether it's the value of the free bet I won with, worth 70 euros, or the full amount, as you wrote. They replied that to unlock the amount, I have no other option than to play more bets at 1 euro, and that the limitation was placed by the bookmaker and not the casino. Talking to the casino is a nightmare, and they almost never answer questions, and above all, you don't know when they answer. Now I've tried playing 210 euros in single bets of 1 euro to get to the x3 of the free bet, then I'll try to withdraw again and I'll update you. However, they changed the rules on the fly; the free bet I played with and activated for me had x1. Then, thanks to you, they let me withdraw a portion of 500 euros, but now we're in the situation mentioned above.

Da quello che ho capito e non so se ho capito bene la parte finale dell’importo ovvero ad ora 440 non me le fanno prelevare e hanno usato la scusa che prima di prelevarvi devo rigiocare x3 . Ad ora non mi hanno specificato se il valore della freebet gratuita con cui ho vinto del valore di 70 euro o come ha scritto te l’intero importo . Mi hanno risposto che per sbloccare l’importo non ho altra soluzione di giocare più puntate a 1 euro e che la limitazione è stata messa dal bookmaker e non dal casinò . Con il casinò parlarci e’ un incubo e quasi mai rispondono alle domande e soprattutto non si sa quando rispondono . Ora ho fatto la prova di giocare 210 euro in singole puntate da 1euro per arrivare al x3 della freebet poi provo di nuovo a prelevare e ti aggiorno . Comunque hanno cambiato le regole in corsa la freebet con cui ho giocato e mi hanno attivato aveva un x1 . Poi grazie a voi mi hanno fatto prelevare una parte 500 euro ma ora siamo nella situazione sopra citata

Dear LelloX47,

After checking your account we noticed there are still open bets.

Kindly note that we are only able to process a withdrawal after all bets are settled.

Please contact us again when your bet has been settled as Won or Lost and we will be happy to process the withdrawal for you.

Kind Regards,

QuickWin Casino

Ok perfect I'm curious, there are 3 bets missing that close on the 27th to complete the x3 of 70 euros of the freebet, I played 210 euros, let's see how they behave, I'll update you as soon as I proceed with the withdrawal

Ok perfetto sono curioso mancano 3 scommesse che si chiudono il 27 per completare il x3 di euro 70 della freebet ho giocato 210 euro vediamo come si comportano ti aggiorno appena procedo con il prelievo

Let's see what excuse they'll come up with. I don't have any open accounts.

Vediamo che scusa inventeranno in account non ho nessuna giocata aperta

Dear LelloX47,

May I kindly ask if there are any updates?

As of today the withdrawal request is still in progress, I will update as soon as there is news.

Ad oggi la richiesta di prelievo è sempre in corso aggiornerò quanto prima, appena ci sono novità

I can confirm that the withdrawal was processed properly, and today I can say that one of the most negative experiences I've had with online gambling has ended. I believe that without you, none of this would have been possible, as they managed to change the rules of engagement multiple times and repeatedly refused to honor my right to withdraw the money from a winning bet. I reiterate my gratitude for your work and for you, who personally handled my dispute. If I won in gambling, you won in your professionalism. Thank you for everything and I wish you all the best.

Ti confermo che prelievo è stato regolarmente accreditato e con oggi posso affermare che si è conclusa uno delle esperienze più negative che abbia vissuto nel giocare online. Credo che se non ci foste stati voi tutto ciò non sarebbe stato possibile in quanto sono riusciti a cambiare le regole di ingaggio più volte e più volte si sono rifiutati di adempiere a quello che era di mio diritto, ovvero prelevare i soldi di una scommessa vinta. Ribadisco la mia gratitudine verso il vostro lavoro e verso di te che hai seguito in prima persona la mia diatriba se io ho vinto nel gioco, te hai vinto nella tua professionalità. Grazie di tutto e vi auguro tutte le fortune del mondo.

Dear LelloX47,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jozef Krucay

Casino.Guru