QuickWin Casino - Die Rückerstattung an den Spieler erfolgt verzögert und ohne Reaktion.

Dear Casino Guru team,

I’m submitting this complaint regarding QuickWin Casino, which promised a refund that was never processed.

On June 17, 2025, I received an official email from QuickWin support stating that, after reviewing my case, they agreed to issue a refund of 436,500 CLP (401.58 EUR). I replied promptly, confirming my acceptance of the offer and providing the necessary details they requested.

However, the refund was never sent, and the casino completely stopped replying to my emails. I sent multiple follow-ups with no answer.

Due to the lack of response, I also submitted a formal complaint to the Anjouan Gaming License Authority, as QuickWin claims to operate under their license. However, I haven’t received any resolution from them either.

This behavior from the casino is unacceptable and shows a clear breach of trust. I’m attaching the original email in which the refund was promised, my confirmation, and several unanswered follow-ups.

Please help me resolve this issue or take appropriate action against the casino.

Best regards,

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and assist you effectively, could you please provide more details by answering the following questions:

• What was the exact date on which you confirmed acceptance of the refund offer?
• Why did the casino promise to pay you a refund?
• Could you please forward me any additional communication between you and the casino customer support that could be relevant to the investigation of your case? My email address is veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Veronica,

Nice to meet you.

I answer your questions:

What was the exact date you confirmed acceptance of the refund offer?

Just to clarify one detail. They responded to my complaint on June 17, 2025, and after their analysis, they responded to me on June 27, 2025, with the proposal. I accepted the same day I received the proposal, which was June 27, 2025.

Why did the casino promise to pay you a refund?

Because they violated my self-exclusion and activated my account.

Could you please forward any additional communications between you and the casino's customer service that may be relevant to the investigation of your case?

My email address is .

I just sent you all the communication I had with them.

I remain attentive to whatever you need.

Thank you very much Veronica.

Hola Veronica,

Mucho gusto.

Respondo sus preguntas:

¿Cuál fue la fecha exacta en la que usted confirmó la aceptación de la oferta de reembolso?

Solo para aclarar un detalle. Ante mi reclamo ellos me respondieron el 17/06/2025 y luego de su analisis me respondieron el 27/06/2025 con la propuesta. Yo acepté el mismo día que me llegó la propuesta que fue el 27/06/2025

¿Por qué el casino prometió pagarte un reembolso?

Debido a que ellos incumplieron con mi autoexclusión y activaron mi cuenta.

¿Podría enviarme cualquier comunicación adicional entre usted y el servicio de atención al cliente del casino que pueda ser relevante para la investigación de su caso?

Mi dirección de correo electrónico es veronika.f@casino.guru .

Acabo de enviarle toda la comunicación que tuve con ellos.

Quedo atento a lo que necesite.

Muchas gracias Veronica.

Thank you for your email.

Have you passed the full KYC verification at this casino?

Did you make any successful withdrawals from this casino before?

When was the last time the casino contacted you regarding the refund of your lost deposits?

Hello

The casino contacted me two days ago, stating that they had deposited the 436,500 euros, but that amount hasn't reached my account. They showed me a receipt for 399 euros, but that wasn't what was agreed upon either. I also have no transactions related to a casino payment or any payment method like Inpay, which is what they claim to have used.

What I do find strange is that the agreed amounts do not match what they send in the supposed receipt.

I'm attaching the receipt, I just ask you to block it since it contains private information.

On the other hand, I think this should be done by the casino and not me.

Thank you so much

Hola

El casino se comunicó hace dos días indicando que ellos depositaron los 436.500 pero ese monto no ha llegado a mi cuenta. Me muestran un comprobante de 399 EUR pero eso no fue lo acordado tampoco. Tampoco tengo movimientos relacionados al pago de algun casino o algun medio de pago como Inpay que es el que ellos indican haber utilizado.

Lo que si es que ya me parece raro que los montos acordados no coincidan con los que ellos envian en el supuesto comprobante.

Te adjunto el comprobante, solo te pido bloquearlo ya que tiene info privada.

Por otro lado creo que esto debería hacerlo el casino y no yo.

Muchas gracias

Thank you for the update. Please note that the amount in euros might differ slightly from the amount initially stated by the casino due to conversion rates or transaction fees.

Could you kindly confirm that you are the owner of the bank account mentioned in the statement issued by the casino?

Are you still waiting for the payment, or have you received it in the meantime?

Hello dear,

I confirm that I received a payment from an entity I don't recognize and that it may impact my finances at the end of the year due to income tax issues.

The glossary states Origin: "Capital Market" as if money were received from stock market profits, which is not the case. Otherwise, the amount is significantly different—at least $60 USD. Given the exchange rate, it's impossible for such a difference to exist.

But I'm an honest person, and that's why I'm sending you this receipt and confirming that the data belongs to my personal account.

But I don't know if you understand what I'm getting at and that it's strange to receive something from "Capital Markets" and it says "Inpay..." A difference of approximately 60 USD, are issues that impact either the amounts are not close or the origin will cause me tax problems.

So I should assume it was them?

What I received in my account was an amount of $379,796 and the EUR to CLP is 1 EUR = 1117 CLP

So I should have received approximately 445,000 (it should be more)

So I don't know how I can recognize that it was them or another casino that paid me, if it was QuickWin then it would be missing at least 60 EUR approx.

Do you agree with my analysis? If you think I'm wrong, you can let me know.

But I want you to have complete transparency, and I can send you any banking documents so your analysis can be more accurate.

A hug, dear

Hola estimada,

Confirmo que recibí un pago de una entidad que desconozco y que puede llegar a impactar mis finanzas a final de año por tema de impuestos a la renta.

En la glosa aparece Origen: "Mercado de Capitales" es como si recibiera dinero por ganancias en mercado de valores cosa que no es asi. Por lo demas el monto tiene una gran diferencia de al menos 60 USD. Por el tipo de cambio que sea es imposible que exista una diferencia como tal.

Pero soy una persona honesta y por eso le hago llegar ese comprobante y confirmo que los datos pertenecen a mi cuenta personal.

Pero no se si entiende a lo que voy y que es extraño recibir algo desde "Mercado de Capitales" a que diga "Inpay..." Una diferencia de 60 USD aprox, son temas que impactan ya sea en que los montos no se acercan y a que el origen me va a traer problemas de impuestos.

Entonces, debo asumir que fueron ellos?

Lo que yo recibí en mi cuenta fue un monto de $379.796 y el EUR a CLP está de 1 EUR = 1117 CLP

Entonces aproximadamente debí recibir unos 445.000 aprox (debería ser mas)

Entonces no se como puedo reconocer que fueron ellos o fue otro casino que me pagó, si entonces fueron los de QuickWin faltarian al menos 60 EUR aprox.

Está de acuerdo con mi analisis? Si cree que estoy mal me lo puede hacer saber.

Pero quiero que cuente con mi total transparencia y cualquier documento bancario se lo puedo hacer llegar para que su analisis pueda ser mas exacto.

Un abrazo estimada

Have you checked whether the reference number of this payment matches the reference number on the payment document provided by the casino?

To help us verify this, could you please forward the payment receipt showing all the necessary details to identify the transaction to my email address: veronika.f@casino.guru?

Dear Chrisnoff,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Chrisnoff,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika