QuickWin Casino - γενική συζήτηση (σελίδα 22)

Συμβαίνει συχνά αυτή η κατάσταση και υπάρχει κάποιος τρόπος να επαληθεύσω αν η διαδικασία εκτελείται ήδη; Έχει επικοινωνήσει κανείς απευθείας με το καζίνο;

Μπορείτε να δείτε τα πάντα στο παράπονό σας. Όταν επικοινωνήσετε με το καζίνο, θα το δείτε και εσείς εκεί. Αργότερα, η ομάδα μας θα σας ρωτήσει όλα τα απαραίτητα και όταν τα έχει, θα επικοινωνήσει με το καζίνο.

Αν έχετε περαιτέρω ερωτήσεις, μπορείτε να βρείτε όλες τις πληροφορίες σχετικά με τη διαδικασία εδώ .

Δυστυχώς, ακόμα δεν μπορώ να κάνω ανάληψη των κερδών μου. Μου έχουν απομείνει μόνο 5.000€ από τα 25.000€, αλλά αυτό ακριβώς θέλουν τα καζίνο – να χάσεις ξανά τα χρήματά σου στον τζόγο πριν προλάβεις να τα κάνεις ανάληψη.

Η συνομιλία υποστήριξης εξακολουθεί να λέει ότι "προφανώς" εξετάζουν το έγγραφο εδώ και 7 ημέρες!!!!!

Αν και τα άλλα 4 έγγραφα επιβεβαιώθηκαν την ίδια μέρα, χαχα, είναι αστείο.

Χθες κάτι άλλαξε ελαφρώς. Μπορώ πλέον να έχω πρόσβαση στην επιλογή ανάληψης, αλλά όταν εισάγω ένα ποσό και προσπαθώ να κάνω ανάληψη, λαμβάνω ένα μήνυμα σφάλματος που λέει: Παρουσιάστηκε ένα μη αναμενόμενο σφάλμα.

Και δεν έχω καταφέρει να ανοίξω την συνομιλία υποστήριξης από χθες. Πρέπει να με έχουν μπλοκάρει, ώστε να μπορούν να καθυστερήσουν τα πράγματα ακόμα περισσότερο.

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. 🙂

Ναι, είναι ένα μικρό ποσό γιατί τα 25.000€ μου είχαν σχεδόν τελειώσει ήδη....

Αλλά τώρα έχω ξανά 3.500€ για ανάληψη.

Just hang in there please.

Η υπόθεσή μου με το καζίνο Quickwin δηλώθηκε ότι είχε επιλυθεί, η πληρωμή ήταν €11.000 επιπέδου 5, το τρέχον υπόλοιπο πληρωμής των €96.900 καταβλήθηκε σταγόνα-σταγόνα και αυτό παρακάλεσα να μου πληρώνεται κάθε μέρα. Μόλις η υπόθεση διευθετήθηκε εδώ, μια ώρα αργότερα μου ζήτησαν να επαληθεύσω τον λογαριασμό, με το γεγονός ότι ο λογαριασμός είχε επαληθευτεί και είχε επιβεβαιωθεί αρκετές φορές ότι όλα ήταν εντάξει. Μετά από δύο ημέρες έστειλα όλα τα πιθανά έγγραφα που ζήτησαν. Έστειλα αρκετά τιμολόγια για να αποδείξω τη διεύθυνση κατοικίας μου, και στη συνέχεια αρκετά τιμολόγια για να αποδείξω ότι είμαι ο κάτοχος του λογαριασμού, οπότε δεν μπορώ καν να ξέρω τι έψαχναν πια. Μόλις όλα αυτά στάλθηκαν σε όλα τα πιθανά email από το καζίνο, πραγματοποίησαν 3 πληρωμές των 500€ που εκκρεμούσαν για 10 ημέρες και μπλόκαραν την περαιτέρω πληρωμή μου.

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?

Πίεσα για να ανοίξει ξανά πριν από μια εβδομάδα και έγραψα ένα email στον Kubu, αλλά ακόμα δεν έχω λάβει απάντηση. Τώρα ισχυρίζονται ότι έχω φτάσει το όριο και μου πλήρωσαν 4.500€ και το όριο είναι 7.000€. Γι' αυτό έγραψα εκεί, επειδή δεν έχω την ευκαιρία να γράψω περαιτέρω για το παράπονό μου και δεν μπορώ να ανοίξω νέο για το ίδιο Καζίνο. Δεν μπορώ να κάνω τίποτα και έχω όλα τα στοιχεία ότι χειραγωγήθηκε. Έστειλα μάλιστα ένα email στον Kubu για να δω πώς του έδειξαν δύο πληρωμές που έγιναν τον Ιούνιο και διεκπεραιώθηκαν μόνο την 1η Ιουλίου με τον ίδιο αριθμό ταυτότητας. Διεκπεραιώθηκαν και τις δύο φορές. Δώστε προσοχή στα 100€ στις 23 Ιουνίου και 1η Ιουλίου. Έλαβα 100€ όπως φαίνεται στο τραπεζικό μου αντίγραφο την 1η Ιουλίου.

Δυστυχώς, δεν παίρνουμε τα χρήματά μας εγκαίρως 😞. Όλα είναι μπλοκαρισμένα αυτή τη στιγμή στον λογαριασμό μου και μου είπαν ότι έχω ήδη λάβει το μηνιαίο μου όριο. Δυστυχώς, αυτό δεν ισχύει. Περιμένω μια εβδομάδα για να εξηγήσω σωστά τι συμβαίνει με τον λογαριασμό μου. Έχω ακόμα 96.900,00 € εκεί. Αυτό κάνουν πάντα. Δεν μπορώ να βάλω τα χρήματά μου στη ζωή μου. Θα πεθάνω από όλο αυτό το άγχος.

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.

Παρακαλώ, αν δεν υπάρχει πρόβλημα, επικοινωνήστε μαζί μου, γιατί τώρα έχουν μπλοκάρει εντελώς την πληρωμή μου, δεν μπορώ καν να την βάλω σε αναμονή. Νομίζω ότι είναι λάθος και κατά τη διάρκεια αυτού του μήνα έλαβα 4.500€, που είναι μακριά από 7.000€, και το ποσό που μου χρωστούν είναι τεράστιο.

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.

Ευχαριστώ🙏. Η υπόθεση έχει πλέον ανοίξει ξανά και ελπίζω ειλικρινά ότι θα επιλυθεί με θετικό τρόπο🙏

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. 🤞🤞🤞

Με εκτίμηση, αγαπητή Ratka, το παράπονό μου έκλεισε ξανά χωρίς περαιτέρω απάντηση. Δεν μου έχουν γράψει τίποτα συγκεκριμένο. Οι πληρωμές γίνονταν για κάποιο διάστημα, αλλά τώρα έχουν καθυστερήσει ξανά. Δεν έχω λάβει απάντηση ούτε από τον Kuba ούτε από τον Qwick, ο οποίος είναι υπεύθυνος για την άδεια. Παρακαλώ μπορείτε να με βοηθήσετε με αυτό 🙏

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.