QuickWin Casino - Povlačenja igrača su odložena zbog verifikacije naloga.

• This casino blocked my withdrawals to verify, it has been more than 4 months and they continue to be blocked due to the fact that they are not accepting my proof of address. 4 long months, I no longer respond to the website's chat

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 Jalexp,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that verifying the proof of address seems to be the only issue at the moment?
• Have you provided any other documents to verify your account and have they all been approved?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

They requested verification of 4 documents; 3 have already been accepted, while the proof of address, which I have resubmitted numerous times, continues to be rejected, even though it's from a Portuguese bank

Thank you very much for your reply, Jalexp. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

The chat blocked me, and they don't even respond anymore!

Dear Jalexp,

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, Samuel (samuel.s@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,

Kristina

Dear Jalexp,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from QuickWin Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear QuickWin Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

They've now blocked access to my account; I can't even log in to send my documents. This shows a complete disregard for casino users, even though I've already sent the requested documents

They canceled my account, claiming that I violated the casino's terms, they said that I used a third party card. I have a card in my name from my HUSBAND's bank account, which I used to make the deposit at quickwinn. now they claim that I violated the terms and blocked my access to my quickwin account

This is proof that the car is in my name and I have not committed any illegality as they are claiming!

Hello everyone,

Dear Jalexp,

thank you for the additional information and for sharing the documents.

At this stage, we unfortunately need to wait for the casino’s official response so they can clarify the situation. We will allow them some time to provide their statement. Once we receive it, we will be able to assess the case further and proceed with the next steps.

Thank you for your patience.

Dear all,

We kindly inform you that we are checking on the matter and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

QuickWin Casino

This is proof that they canceled my account, with a false accusation that I violated the terms.

Hello everyone,

Thank you for the updates.

Dear Jalexp, I understand your concern regarding the account closure and the allegation of using a third-party payment method, especially given your explanation that the card belongs to your husband and is under your control. At this stage, I kindly ask for your patience while we wait for the casino’s full statement so we can properly assess the situation based on both sides.

Dear QuickWin Casino, thank you for your message. Since the player’s account has now been blocked and a Terms violation has been mentioned, I would like to ask you to provide a clear clarification on the following points:

• the exact reason for the account closure and which specific Terms & Conditions clause was breached,
• confirmation of why the card was classified as a third-party payment method despite the player’s explanation that it belongs to her husband and is under her use,
• and whether any supporting verification checks were performed before applying the account restriction.

As the situation has now escalated to an account closure, a general "we are checking the matter" update is not sufficient at this stage. Please provide a more detailed explanation so we can move the case forward.

I will now wait for your response.

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.

It's disgusting to see Casino's disregard for my situation, they answered other more recent questions, but didn't pay attention to my case. They make a false and serious accusation of violating the terms, close the account and confiscate the money. This is the quickwin casino, which is managed by the Rabidi NV group.

Hello everyone,

thank you for the updates.

Dear Jalexp,

thank you for your continued messages and for providing additional context and documentation regarding your account and the payment method used.

I understand your frustration, especially considering the length of this case and the fact that your account has been closed with a serious allegation of a Terms & Conditions violation. Your clarification regarding the card ownership has also been noted and will remain an important part of the assessment.

At this point, however, the situation cannot be properly evaluated without a detailed response from the casino addressing the specific concerns raised in this complaint, including the exact reason for the account closure and the classification of the payment method.

Dear QuickWin Casino,

I would like to kindly ask you again to provide a more detailed and final clarification of this case. The player has already shared their explanation and supporting documents, and at this stage a general "we are checking the matter" response is no longer sufficient given the time this complaint has been open.

Please provide a clear statement regarding:

• the exact reason for the account closure,
• which specific Terms & Conditions clause was allegedly breached,
• and how the payment method was assessed in relation to the third-party rule.

Dear Jalexp,

I fully understand your concern and I agree that this case has been open for quite some time without a clear resolution from the casino side. Unfortunately, at this stage we are still bound by the need to obtain their detailed explanation before we can make a final assessment.

I will continue to follow up on this case, and I will come back to you as soon as we receive a proper response from the casino.

Thank you both for your cooperation.

Dear Samuel,

We have sent an email attached evidence for your further review.

Dear Jalexp,

We would like to inform you that due to the breach of clauses 4.1 and 9.1, the winnings have been deducted in accordance with clause 9.4 of our Terms and Conditions.

Furthermore, we wish to bring to your attention to the following aspects of the General Terms and Conditions, which the player had acknowledged upon the creation of the account on our website: 

4.1 :- By opening an account on our Website and by using our Website you warrant that:

<...>

• the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

<...>

9.1 :- The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

<...>

• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

<...>

9.4 : - Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

<...>

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

<...>

We trust that this information will assist in clarifying the matter for you.  

Our team extends its best wishes for your future endeavors. 

Warm regards, 

QuickWin Casino team.

Good afternoon, we have come to the conclusion that there was no violation of the terms and conditions, the card was not stolen nor does it belong to anyone other than me and my husband. We can confirm that we are a couple and the card belongs to us. our card was selected and approved by your team in December. We want to request our money as there has been no violation of the terms. We can prove that we are a couple and live together. So remembering that I sent the photo of the card and this one right above in the conversation.

The strangest thing is that they had already accepted and verified my card previously...

Hello everyone,

thank you both for your updates.

Dear QuickWin Casino,

thank you for the additional information and the evidence provided privately. I have now reviewed the materials shared.

Dear Jalexp,

thank you for the additional clarification. I also noticed the screenshot from the mobile banking application where the same card appears associated with your name as well. Since the key point in this case is the ownership of the payment method/account used for deposits, this could become an important aspect of the assessment.

To help clarify the situation further, I would now like to ask whether you would be able to provide any official bank document confirming that you are also an owner or co-owner of the bank account connected to the card used at the casino.

For example, documents such as a joint account confirmation, bank ownership statement, or any official record showing both names connected to the account could help establish this more objectively.

Once I have this additional information, I will be able to continue assessing the case further.

Good afternoon Samuel, I sent you an email with proof of joint account and supporting documents

I am available for any questions

Hello everyone,

thank you for the updates.

Dear QuickWin Casino,

I would kindly like to ask whether your relevant verification/security team could please take one more look at this case, as the player claims to have additional supporting documents regarding the ownership of the payment method and joint account situation.

Could you also please confirm the appropriate email address or contact channel where the player may send these documents directly for review by the responsible department?

I would appreciate if the additional materials could be taken into consideration before any final conclusion is reached.

Thank you both for your cooperation.