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Good morning, I am reaching out to request help because nothing gets resolved and they only try to keep the money. On the 25th, I made my first deposit which didn't appear in my casino account, but it did leave my bank account... I subsequently sent an email and they asked me for proof of withdrawal which I provided. They sent an email saying the amount would be returned to my bank account but the fact is that 16 days have passed and nothing has been resolved. I only want my money back.

Bom dia venho por este meio solicitar uma ajuda pois está cada nada resolve e só tentam me ficar com o valor .no dia 25 fiz o meu primeiro depósito que não entrou na conta do casino mas saiu da minha conta bancária ....entretanto mandei email e pediram me comprovativo de retirada assim o fiz .mandaram email que o valor retornaria a minha conta bancária o que e certo e que já passaram 16 dias e nada resolvido.so quero o meu dinheiro de volta .

Dear Xanarony,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account or returned to your bank account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Ok thanks because this is theft and they don't want to solve it

Ok agradeço pois isso e roubo e eles não querem resolver

I fully understand your frustration, Xanarony. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 10 days to allow them one full month to investigate. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Thank you because it's been almost a month and nothing my money has disappeared and it's sad because I don't want anything that isn't mine and for me that's theft. It's €30 but if it was more it would be the same just wue my money back nothing more and I've already walked email and I already spoke in chat and no one solves anything 😔

Agradeço pois já faz quase um mês e nada o meu dinheiro sumiu e triste pois não quero nada que não seja meu e para mim isso e roubo .são 30€ mas se fosse mais era igual só wue o o meu dinheiro de volta mais nada e jáandei email e já falei no chat e ninguém resolve nada 😔

Please send me the receipt, or other confirmation of the transaction to my email at tomas@casino.guru

Could you please share your communication with the casino where you attempted to resolve the issue? Send emails or chat transcripts to my email, or post screenshots here

Good morning, ok, I'll send it. I've already sent everything to them but they simply don't even respond to emails. And so far nothing has been resolved unfortunately 😞

Bom dia ok irei mandar .já enviei tudo para eles mas simplesmente nem aos email respondem .e até agora nada resolvido infelizmente 😞

Has the deposit been credited to your casino account, please?

Good morning, not even at the casino or bank 😞

Bom dia não nem no casino n bancária 😞

Thank you very much, Xanarony, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Thanks

Obrigada

Dear Xanarony,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

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 comment on this?

Thank you in advance for providing the information.

Unfortunately, to this day, my money has not been refunded and no one responds to my emails. It's stolen. I just want my money back.

Infelizmente até hoje o meu dinheiro não foi reembolsafo e ninguém me responde aos email .e roubo .só quero o meu dinheiro de volta

Dear Customer,

Thank you for your patience.

We would like to inform you that we reviewed your bank statement and located the moment when the deposit returned to your bank account. You were sent a screenshot with an explanation as a response to you submitting your bank statement.

Best regards,

QuickWin.com

Dear QuickWin Casino,

Do I understand the situation correctly that the player's deposit was not collected and the funds never arrived in your casino account?

Could you also provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Dear Stefan,

Thank you for your message.

Please be informed that we sent you an email to stefan.m@casino.guru.

Best regards,

QuickWin.com

Hello Xanarony,

I was provided with the proof that your payment bounced back to your bank account. You should have received the email from the casino with the evidence. Could you confirm that you received the payment?

I'll be awaiting your reply.

Dear Xanarony,

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.

Ok

Hello Xanarony,

Could you confirm that you received the payment back to your bank account?

I'll be awaiting your reply.

Dear Xanarony,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.