QuickWin Casino - Povlačenja igrača su odložena zbog problema sa verifikacijom.

Good day,

I've won almost €65,000 since the beginning of December. Unfortunately, no withdrawals are being processed because the verification process isn't complete. My ID card, bank statement, and proof of address have been accepted. However, a statement (bank statement) showing my Apple Pay deposits for December 2025 is constantly being rejected on the grounds that not all deposits are visible. This is complete nonsense; all deposits are clearly identifiable.

Guten Tag,

ich habe seit Anfang Dezember knapp 65.000€ gewonnen. Leider erfolgen keine Auszahlungen, da die Verifizierung noch nicht abgeschlossen ist. Personalausweis, Banknachweis und Adressnachweis wurden akzeptiert. Aber ein Beleg (Kontoauszug) über die Einzahlungen (Apple-Pay) für den Monat Dezember 2025 wird ständig abgeleht mit der Begründung, das nicht alle Einzahlungen zu erkennen sind. Dies ist völliger Blödsinn, alle Einzahlungen sind klar zu erkennen.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear jubuu150, 

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

Do I understand correctly that the approval of the bank statement is the last step required in the verification process? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Attila

Hello,

Exactly - the approval of the bank statement is the final step.

I provided this correctly - all deposits (Apple Pay was requested) are visible and yet it was rejected.

Kind regards

Hallo,

genau - die Genehmigung des Kontoauszuges ist der letzte Schritt.

Ich habe diesen ordnungsgemäß bereitgestellt - alle Einzahlungen (Apple-Pay wurde gefordert) sind zu erkennen und trotzdem wurde dieser abgelehnt.

Freundliche Grüße

Hello,

In the chat, I'm only given boilerplate text and no explanation is given as to why the transaction verification is being rejected.

Hallo,

ich werde im Chat nur mit Textbausteinen vertröstet und mir wird keine Begründung geliefert, warum der Transaktionsnachweis abgelehnt wird..

Dear jubuu150,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru. Alternatively, you can post screenshots here.

Thank you for your patience and cooperation.

Hello Attila,

I forwarded everything to you via email. Thank you!

greeting

Hallo Attila,

ich habe dir alles per Email weitergeleitet. Danke dir!

Gruß

Dear jubuu150, thank you for your email. Could you please forward the document pending verification as well? Additionally, have you received any updates from the casino in relation to the verification process?

Thank you for your patience and cooperation.

Hi Attila, I sent you the bank statements – but I'll let you see them again.

It was rejected again, and I uploaded it again – they keep delaying the verification!

Hallo Attila, ich hatte dir die Kontoauszüge mitgeschickt - lasse Sie dir aber nochmal

zukommen! Es wurde wieder abgelehnt und ich habe es nochmal hochgeladen - Sie zögern die Verifizierung immer weiter hinaus!

Hello Attila,

Now something new was demanded again…

I forwarded the information to you again via email.

Hallo Attila,

jetzt wurde wieder was neues gefordert…

Ich habe dir die Dinge nochmal per Email weitergeleitet.

Dear jubuu150,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear jubuu150,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the QuickWin Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a QuickWin Casino representative to join this conversation and participate in resolving this complaint.

Dear QuickWin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear jubuu150,

We would like to kindly inform you that our team is reviewing your account verification and once will be completed we ensure that you'll be able to successfully withdraw your funds.

We’ll return to you shortly with a clear update.

We trully appreciate your patience and cooperation.

Kind Regards,

QuickWin Casino Team

Dear QuickWin Casino, thank you for your prompt reply! Unfortunately, my verification process has now been going on for several weeks, even though everything was submitted correctly. Recently, they even requested something completely new… I'm eager to see when I'll receive a clear response from you and when I can finally get my winnings paid out.

Liebes QuickWin Casino, vielen Dank für die schnelle Rückmeldung! Leider dauert mein Verifizierungsprozess nun schon mehrere Wochen, obwohl alles fachgerecht eingereicht wurde. Nun wurde vor kurzem auch nochmal was komplett neues angefordert… Ich bin gespannt, wann ich eine klare Rückmeldung von Ihnen erfahre und ich mein Gewinn auch ausgezahlt bekomme..

Dear QuickWin Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear jubuu150,

We would like to kindly confirm that your payment has been successfully completed on 23th of February and you have no active balance.

Thank you for your cooperation.

Kind Regards,

QuickWin Casino Team

Dear jubuu150,

According to the casino's message, your withdrawal has been successfully processed, and there is no remaining balance in your account.

We kindly ask you to confirm whether you have received the funds and if you consider this matter resolved.

You can also use the Resolve button to automatically mark this complaint as resolved.

Thank you.

Dear jubuu150,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Igor
Casino.Guru