QuickWin Casino - Die Auszahlung an den Spieler verzögert sich

The casino is still delaying my withdrawals.

Since Friday, multiple withdrawal requests (3 × 800 €) remain pending and have not been processed.

I have contacted support several times, but I only receive generic responses without any concrete information about withdrawal limits or processing times. They keep referring me to their terms and conditions instead of providing clear answers.

I have a balance of approximately 110,000 €, and I am not playing anymore – I only want to withdraw my funds.

I am concerned that the casino is intentionally delaying the process and not acting transparently.

I am attaching new screenshots as evidence.

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 Durdica,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

While my withdrawals are pending, the casino is sending me promotional offers (cashback) encouraging me to continue playing instead of processing my payouts."

I have a lot of evidence that as soon as I won on the slot machine, they took me down from level 5 to level 3. They made two payouts each.

€1500 and then one From €1000 and after that allowed

€800 that has not yet been processed and three payments have been recorded.

Imam puno dokaza da su me čim sam dobila na automatu skinuli da levela 5 na level 3. Dvije isplate su napravili po

1500€ pa jednu Od 1000€ pa nakon toga dopustili

800€ koje još uvijek nisu obrađene i to tri isplate su upisane.

Just one more thing, I'm in Switzerland but I can't put the country in Switzerland, is that blocked here?

Samo još nešto ja sam u Švicarskoj ali mi me da da stavim zemlju na Švicarsku jel je ovdje to blokirano

Thank you for your response.

I understand that withdrawals can take some time, however I would like to clarify that my situation is not standard.

I currently have a balance of approximately 110,000 €, and several withdrawal requests (3 × 800 €) have been pending for multiple days without being processed.

Additionally, the casino has not provided any clear information about my withdrawal limits or a timeline for processing. Their responses are generic and refer only to terms and conditions without specific details.

I have also received promotional offers encouraging me to continue playing, while my withdrawals remain pending, which raises further concerns.

I am not playing anymore and only wish to withdraw my funds.

I will continue to cooperate, but I wanted to highlight these concerns as they indicate a lack of transparency and possible intentional delays.

Thank you for your support.

They won't let me withdraw my winnings; they say I have to play first, then I can withdraw. Is that normal? I haven't played any tournaments. I left my account on April 25th, and I haven't played at all since then. I don't want to play anymore; I just want to withdraw my money.

Die wollen mir keine Auszahlung machen, zuerst ich muss spielen dann kann ich weiter auszahlen lassen. Ist das normal. Ich habe keine Turniere gespielt, nicht. Ich habe gelassen meine Konto 25.04 und ich habe nach dem Datum gar nicht gespielt und ich will nicht mehr spielen, nur meine Geld auszahlen lassen

Just so you know, they processed my first withdrawal this morning after 13 days, and unfortunately I can't withdraw anything after that because they want me to play for a bonus which I didn't accept.

Nur euch zur Erklärung Information dass die haben mich heute Morgen die erste Auszahlung nach 13 Tage abgeschlossen und danach kann ich leider nichts abgeben weil sie wollen dass ich spiele Bonus welche habe ich nicht annehmen

I received this today, the answer to my question about why I can't withdraw my money.

Dass habe ich heute bekommen, Antwort auf meine Frage wieso kann ich nicht abheben meine Geld

They want me to lose my money. I don't want to play anymore, and I've already written a few emails saying I don't want any more bonuses, not just my money. Unfortunately, I still can't withdraw my money.

Die wollen das ich verliere meine Geld, ich will nicht mehr spielen und ich habe schon paar email geschrieben dass ich viel keine Bonus mehr und nicht mehr nur meine Geld. Leider ich kann nicht immer noch meine Geld auszahlen lassen

Dear Durdica,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Karla,

Thank you for your message.

Unfortunately, I still cannot make any withdrawals. My account has been restricted multiple times, the chat was temporarily blocked, and I haven't received a reply to my emails for several days.

Additionally, without my consent, I was credited with €1,400 as an alleged tournament/bonus amount, even though I did not participate in any tournament. I was then informed that I had to wager this amount before my withdrawals could continue.

I would like to make it explicitly clear:

I do not wish to receive any further bonuses, promotions, or offers on my account. I simply wish to withdraw my existing real money balance.

Please help me obtain clear written confirmation from the casino:

that my payments will continue,

which payout limits and timelines apply to my VIP level,

and that no further bonuses will be added to my account without my consent.

Thank you for your support.

Sehr geehrte Karla,

vielen Dank für Ihre Nachricht.

Leider kann ich weiterhin keine Auszahlungen vornehmen. Mein Konto wurde mehrfach eingeschränkt, der Chat war zeitweise blockiert und auf meine E-Mails habe ich seit mehreren Tagen keine Antwort erhalten.

Zusätzlich wurde mir ohne meine Zustimmung ein Betrag von 1.400 € als angeblicher Turnier-/Bonusbetrag gutgeschrieben, obwohl ich an keinem Turnier teilgenommen habe. Danach wurde mir mitgeteilt, dass ich diesen Betrag erst umsetzen müsse, bevor meine Auszahlungen fortgesetzt werden können.

Ich möchte ausdrücklich klarstellen:

Ich wünsche keine weiteren Boni, Aktionen oder Promotionen auf meinem Konto. Ich möchte lediglich mein vorhandenes Echtgeldguthaben auszahlen lassen.

Bitte helfen Sie mir dabei, eine klare schriftliche Bestätigung vom Casino zu erhalten:

dass meine Auszahlungen fortgesetzt werden,

welche Auszahlungslimits und Zeitpläne für mein VIP-Level gelten,

und dass meinem Konto keine weiteren Boni ohne meine Zustimmung hinzugefügt werden.

Vielen Dank für Ihre Unterstützung.

I received this today, and I've already written a few times that I don't want a bonus. I just want to withdraw my money.

Dass habe ich heute bekommen, und ich habe schon paar mal geschrieben dass ich will keine Bonus. Das ich will nur meine Geld auszahlen lassen.

I received that again today; could you please tell me if that's possible? I replied as follows:

Hello Sakis,

Thank you for your reply.

I request a clear written confirmation regarding my current balance of €108,400.00.

Could you please confirm that after the one-time turnover of €1,400, the entire amount of €108,400.00 can be fully withdrawn – without any further bonus conditions, without additional bonuses, without new promotions, without additional deposits from me, and without any other requirements?

I explicitly do not wish to receive any further bonuses, promotions or credits in my account until the complete payout is finished.

Please also confirm in writing:

that no further sales conditions will be added,

that no new bonus funds will be automatically activated,

and that the payout will continue as normal according to my VIP level.

Thank you in advance for your clear written confirmation.

Heute habe ich schon wieder dass bekommen, können Sie mir bitte sagen ob kann das sein. Ich habe so geantwortet:

Hallo Sakis,

vielen Dank für Ihre Antwort.

Ich bitte Sie um eine klare schriftliche Bestätigung bezüglich meines aktuellen Guthabens von 108.400,00 €.

Können Sie mir bitte bestätigen, dass nach dem einmaligen Umsatz der 1.400 € der gesamte Betrag von 108.400,00 € vollständig ausgezahlt werden kann – ohne weitere Bonusbedingungen, ohne zusätzliche Boni, ohne neue Aktionen, ohne zusätzliche Einzahlungen meinerseits und ohne irgendwelche weiteren Anforderungen?

Ich möchte ausdrücklich keine weiteren Boni, Promotionen oder Gutschriften auf meinem Konto erhalten, bis die komplette Auszahlung abgeschlossen ist.

Bitte bestätigen Sie mir außerdem schriftlich:

dass keine weiteren Umsatzbedingungen hinzugefügt werden,

dass keine neuen Bonusgelder automatisch aktiviert werden,

und dass die Auszahlung gemäß meinem VIP-Level regulär fortgesetzt wird.

Vielen Dank im Voraus für Ihre klare schriftliche Bestätigung.

Dear Durdica,

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, Kubo, (jakub.m@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,

Karla Mayfly

I just received this, could you please tell me if it's okay or should I wait for a reply from Mr. Jakob?

Gerade habe i h dass bekommen, können Sie mir bitte sagen ob ist das okay oder soll ich warten auf Antwort von Herr Jakob

Dear Durdica,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from QuickWin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear QuickWin Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear Kubo,

Thank you for your response and for taking on my case.

I would like to inform you about the latest communication I received yesterday from the VIP Manager of QuickWin Casino, Oliver. His email stated that I can continue with withdrawals after the bonus/tournament winnings of €1,400 have been wagered ("umsetzt"). It also stated that a full withdrawal of the entire amount is currently not possible due to system limits and that there are certain withdrawal restrictions.

However, I am concerned that I have previously received various bonus offers and additional promotions related to my funds on several occasions, which is why I am no longer sure under what conditions I can actually access my money.

Therefore, I currently do not want to play or use that €1,400 until I receive a completely clear and official explanation:

whether regular payouts will be enabled after fulfilling that one wagering request,

Will my balance of approximately €108,400 remain available for payment?

and whether there will be no new bonuses, additional conditions or new restrictions after that that would delay payments again.

I would be very grateful if you could ask the casino for a clear and final confirmation of this information.

Thank you in advance for your help and time invested in my case.

Kind regards,

Durdica

Poštovani Kubo,

hvala vam na odgovoru i na tome što ste preuzeli moj slučaj.

Željela bih vas obavijestiti o najnovijoj komunikaciji koju sam jučer primila od VIP menadžera QuickWin kasina, Olivera. U njegovom e-mailu navedeno je da mogu nastaviti s isplatama nakon što se bonus/tournament dobitak od 1.400 € jednom odigra ("umsetzt"). Također je navedeno da potpuna isplata kompletnog iznosa trenutno nije moguća zbog sistemskih limita te da postoje određena ograničenja isplate.

Međutim, zabrinjava me činjenica da sam ranije više puta primala različite bonus ponude i dodatne promocije povezane s mojim sredstvima, zbog čega više nisam sigurna pod kojim uvjetima zapravo mogu pristupiti svom novcu.

Zbog toga trenutno ne želim igrati niti koristiti tih 1.400 € dok ne dobijem potpuno jasno i službeno objašnjenje:

da li će nakon ispunjenja tog jednog wagering zahtjeva biti omogućene regularne isplate,

da li će moj saldo od približno 108.400 € ostati dostupan za isplatu,

te da li nakon toga neće biti novih bonusa, dodatnih uvjeta ili novih ograničenja koji bi ponovno odgodili isplate.

Bila bih vam vrlo zahvalna ako biste mogli zatražiti od kasina jasnu i konačnu potvrdu ovih informacija.

Hvala vam unaprijed na pomoći i vremenu koje ulažete u moj slučaj.

Srdačan pozdrav,

Durdica

Dear Durdica,

Thank you for reaching out to us.

We are sorry to hear about your frustration.

In order to further investigate your claim we would kindly ask you to provide us with your email address connected to your account, as the email address provided here in the forum doesn't belong to any of the accounts in our casino.

Thank you for your understanding.

Kind regards,

Quickwin Team