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Hello Casino Guru Team,

I have a withdrawal balance at Quickwin that keeps getting rejected for payout by Quickwin.

It always says "restricted by group" when I try to withdraw. They tell me to upload bank statements for a specific period, which I did, completely unaltered and visible. There are no other bank statements or transactions. Now, they keep telling me to upload it again. They seem to reject it repeatedly without providing any reasons, even though it is exactly what they ask for. It feels like they don't want to pay me out. My address and identity have already been verified. I've spent several hours communicating with them, but it leads nowhere. They just tempt me to gamble away my money, which I have partially done again. But I want to withdraw and not lose any more. I hope you can help me.

Hallo Team von Casino-Guru

Ich habe bei Quickwin noch ein Auszahlbares Guthaben welches immer wieder abgelehnt wird für die Auszahlung von Quickwin.

Da steht dann immer restriced by group wenn ich das auszahlen möchte. Dann heißt es ich soll Kontoauszüge hochladen von einen bestimmten zeitraum das habe ich gemacht orgina ungeschwärzt alles sichtbar. Es gibt keine andere Kontoauszüge oder Transaktionen. Nun heißt es ich soll immer wieder das hochladen. Sie lehnen das scheinbar ohne angaben von Gründen immer wieder ab. Obwohl es halt 100% das ist was sie fordern. Mir kommt es vor sie wollen mich nicht auszahlen. Adresse und Person sind bereits verifiziert. Ich habe schon einige stunden mit denen geschrieben aber es kommt nichts bei rum. Sie verleiten mich nur mein Geld zu verspielen.. was ich teilweise jetzt auch schon wieder getan habe.. ich möchte aber auszahlen und nicht noch mehr verlieren. Ich hoffe sie können mir helfen

Dear Lukmaster02,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Are deposits in the casino and your name and bank account listed on the bank statement you submitted for verification?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hello Tomas, thanks for your answer.

I have accepted the acceptance of my identification in the form of a passport as requested.

I'm not sure which proof of address I uploaded but that was also accepted.

Then an unredacted bank statement was requested for the period from February 15th, 2024 to March 15th, 2024. This was also uploaded several times, the first time about 5 weeks ago, then again three weeks ago, and today I uploaded another bank statement. Unfortunately, I only have a chat history from October 29th, 2024. I was already very annoyed by the respective screenshot requests. Should I send it anyway? They always request the same screenshot restricted by group when I try to pay out, which happened again today. Best regards, Luka

Hallo Tomas danke für deine Antwort.

ich habe wie gefordert meinen Identifiaktionsnachweis im Form von Reisepass hochgeladen wurde akzeptiert.

Ich bin mir nicht merh sicher welchen Adressnachweis ich hochgeladen habe aber der wurde auch akzeptiert.

Dann wurde ein ungeschwärzter Kontoauszug in zeitraum von 15.0224 bis 15.03.24 gefordert auch mehrmals hochgeladen bestimmt vor 5 wochen das erste mal dann nochmal vor drei Wochen und heute habe ich nochmal einen Kontoauzug hpchgeladen. Ich habe nur einen Chatverlauf leider von 29.10.24.. Da war ich auch schon sehr genervt von den jeweiligen Screenshoots anforderungen. Soll ich den trotzdem senden ? Sie fordern immer den selbenn Screenshoot an restricted by group wenn ich versuche auszuzahlen das kam auch heute wieder. Beste Grüße Luka

Thanks for the explanation, Lukmaster02

Could you please confirm the bank account statement is in your name and the transactions on it are not filtered and unedited?

Please send me this communication so we may have a look at what the casino is asking for.

Kindly send me the bank statement you submitted most recently so we can learn whether there is an obvious issue or not with it. My email is tomas@casino.guru

Thanks in advance for your cooperation

Dear Lukmaster02,

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.

We've reopened this complaint at the request of Lukmaster02. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

Hello Tomas, please excuse the late message.

Yes, I confirm that my bank statement is in my name and all transactions are visible even if this violates the fundamental right/data protection in Austria

Could you please provide evidence supporting your case?

• Kindly send screenshots of the notice or notification and screenshots of the verification status of your account.
• If you have saved any conversation with casino support where you discuss the issue, please share it with me as well.
• My email is tomas@casino.guru

We’ve reopened this complaint at the request of Lukmaster02. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

Hallo Tomas entschuldige bitte die späte nachricht.

Ja ich bestätige das mein Kontoauszug in meinen Namen und auch alle Transaktionen sichtbar sind auch wenn das gegen das Grundrecht/Datenschutz in Österreich verstößt

Could you please provide evidence supporting your case?

• Kindly send screenshots of the notice or notification and screenshots of the verification status of your account.
• If you have saved any conversation with casino support where you discuss the issue, please share it with me as well.
• My email is tomas@casino.guru