QuickWin Casino – generel debat (side 22)

Sker denne situation ofte, og er der nogen måde at kontrollere, om processen allerede kører? Har nogen kontaktet casinoet direkte?

Du kan se alt i din klage. Når casinoet bliver kontaktet, vil du også se det der. Senere vil vores team spørge dig om alt nødvendigt, og når de har det, vil de kontakte casinoet.

Hvis du har yderligere spørgsmål, kan du finde alle oplysninger om processen her .

Desværre kan jeg stadig ikke hæve mine gevinster; jeg har kun €5.000 tilbage af de €25.000, men det er præcis, hvad casinoerne ønsker – at du spiller dine penge væk igen, før du kan hæve dem.

Supportchatten siger stadig, at de "tilsyneladende" har gennemgået dokumentet i 7 dage!!!!!

Selvom de andre 4 dokumenter blev bekræftet samme dag, haha, er det en joke.

I går ændrede noget sig en smule; jeg kan nu få adgang til udbetalingsmuligheden, men når jeg indtaster et beløb og forsøger at hæve, får jeg en fejlmeddelelse, der siger: Der er opstået en uventet fejl.

Og jeg har ikke kunnet åbne supportchatten siden i går; de må have blokeret mig, så de kan forsinke tingene endnu længere.

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 er et lille beløb, fordi mine €25.000 næsten allerede var væk....

Men nu har jeg €3.500 at hæve igen.

Just hang in there please.

Min sag med Quickwin casinoet blev angivet som løst, betalingen var €11.000 niveau 5, den nuværende betalingsbalance på €96.900 blev udbetalt dråbevis, og det var det, jeg bad om at få udbetalt til mig hver dag. Så snart sagen var afgjort her, bad de mig en time senere om at verificere kontoen, med det faktum, at kontoen var blevet verificeret og bekræftet flere gange, at alt var fint. Efter to dage sendte jeg alle de mulige dokumenter, de bad om. Jeg sendte adskillige fakturaer for at bevise min bopælsadresse, derefter adskillige fakturaer for at bevise, at jeg er ejer af kontoen, så jeg kan ikke engang vide, hvad de ledte efter længere. Så snart alt dette var sendt til alle mulige e-mails fra casinoet, foretog de 3x500€ betalinger, der havde ventet i 10 dage, og blokerede min yderligere betaling.

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?

Jeg pressede på for at få det genåbnet for en uge siden og skrev en e-mail til Kubu, men der er stadig intet svar. Nu hævder de, at jeg har nået grænsen, og at jeg har fået udbetalt €4500, mens grænsen er €7000. Derfor skrev jeg dertil, fordi jeg ikke har mulighed for at skrive yderligere om min klage, og jeg kan ikke åbne et nyt casino for det samme casino. Jeg kan ikke gøre noget, og jeg har alle beviser for, at det blev manipuleret. Jeg sendte endda en e-mail til Kubu for at se, hvordan de viste ham to betalinger, der blev foretaget i juni og først blev behandlet den 1. juli med det samme ID-nummer. Begge gange blev de behandlet. Vær opmærksom på €100 den 23. juni og 1. juli. Jeg modtog €100 udbetalt, som det kan ses på min kontoudtog den 1. juli.

Desværre får vi ikke vores penge til tiden 😞. Alt er i øjeblikket blokeret på min konto, og de sagde, at jeg allerede har modtaget min månedlige grænse. Desværre er det ikke tilfældet. Jeg har ventet i en uge, så jeg ordentligt kan forklare, hvad der foregår med min konto. Jeg har stadig €96.900,00 der. De gør altid sådan her; jeg kan ikke få mine penge ind i mit liv. Jeg er ved at dø af al den 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.

Hvis det ikke er et problem, så kontakt mig venligst, for nu har de fuldstændig blokeret min betaling, jeg kan ikke engang sætte den på pause. Jeg synes, det er forkert, og i løbet af denne måned modtog jeg €4.500, hvilket er langt fra €7.000, og det beløb, de skylder mig, er 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.

Tak🙏. Sagen er nu blevet genoptaget, og jeg håber inderligt, at den bliver løst på en positiv måde🙏

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 venlig hilsen, kære Ratka, min klage er blevet lukket igen uden yderligere svar. De har ikke skrevet noget specifikt til mig. Betalinger har været foretaget i et stykke tid, men nu er de forsinkede igen. Intet svar fra hverken Kuba eller Qwick, som er ansvarlig for licensen. Kan I hjælpe mig med dette 🙏

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.