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I'm still waiting for my earnings of 300 Euros. The payout was supposedly made on 13.3 (today is the 22nd and there's still no money in the account

The second win is 200 Euros, paid out on 19.3.

Live chat confirms that the money has been transferred. Still waiting.

Warte immer noch auf meine Gewinne von 300 Euro Auszahlung erfolgt angeblich am 13.3 ( heute ist 22 noch kein Geld auf Konto

2.gewinn 200 Euro Auszahlung 19.3 .

Livechat bestätigt Geld ist überwiesen. Warte immer noch

Dear Heidif,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawals 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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Dear Heidif,

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.

Hello

Thanks for the info. Unfortunately I'm still waiting for the payout. Every time I get dumped by Life Chat with the same answer. Money has been paid out. After submitting my statements, I still didn't receive a response from support

Hallo

Danke für die Info. Leider warte ich weiterhin auf die Auszahlung. Jedes Mal werde ich vom Life Chat mit der selben Antwort abserviert. Geld ist ausbezahlt. Nach Einreichung meiner Kontoauszüge erhielt ich noch immer keine Antwort vom Support

Thank you very much, Heidif, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello

Thank you, I hope you can achieve something so that I can get my winnings paid out

Hallo

Danke ich hoffe Sie können da was erreichen damit ih zu meiner Auszahlung der Gewinne komme

Dear Heidif, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite QuickWin Casino representative to join this conversation. 

Dear QuickWin Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Customer, 

Thank you for reaching out to us. 

We would like to inform you that the withdrawal with ID: 399512501 of 300 EUR was paid out on 13.03.2024. 

---------------------

Dear Katarina, 

We sent you an email with the evidence of completed withdrawal. Looking forward to hearing from you. 

Best Regards, 

QuickWin Casino 

I sent account statements to support which show that neither 300 euros nor the 200 euros are in my account. Please let me know which account the winnings were transferred to

Habe an Support Kontoauszüge geschickt aus denen hervor geht dass weder 300 Euro sowie die 200 Euro auf meinem Konto sind. Teilen Sie mir bitte mit auf welches Konto die Gewinne überwiesen wurden

Dear QuickWin Casino,

thank you for your prompt reply.

Dear Heidif, 

we have received the evidence from casino supporting the withdrawal was completed. Will you be able to send the bank account statements to katarina.d@casino.guru to support your claim, please?

Will send you bank statements as soon as possible. I am currently travelling

Werde Ihnen baldmöglichst Kontoauszüge senden. Bin im Moment unterwegs

I have just sent you the March sales to the e-mail address

greetings Heidi F*****

habe Ihnen gerade die März Umsätze an die E. mail Adresse geschickt

gruss Heidi F*****

Dear Heidif, 

Thank you for your email. However, the format you sent your documents in is not what we expect. We will have to ask you for a PDF format, officially downloaded from your bank account and dated from the day of your withdrawal request to this day. I know it may seem exaggerated. But given the fact, that payment may take several weeks to arrive, it is a standard procedure. Will you be able to provide such a statement, please?

Hello Katharina

I will take photos of my sales from March 13th and send them to you by email.

Would that be okay?

Kind regards, Heidi F*******

Hallo Katharina

Ich werde Ihnen die Tage meine Umsätze ab 13.3 fotografieren und Ihnen per Mail zusenden.

Wäre das ok?

Liebe Grüße Heidi F*******

Dear Katarina

I don't know how to send you my sales by email.#

Would it be possible by post?

Liebe Katarina

ich weiss nicht wie ich Ihnen meine Umsätze per Mail senden soll.#

Ginge es per Post?

Dear Heidif, 

Once you download your bank statements from your bank account in PDF form, you can send them as an attachment in the email. You can also sent them to this thread and I make sure to hide all of the sensitive information. However, the email would be the preferred option. Please make sure you sent the statement starting from the date of your withdrawal request until the today's date. Please do not hesitate to contact me in case of further questions.

Hello Katarina

Did you receive my email with the attachment of my account transactions?

Greeting

Heidi

Hallo Katarina

haben Sie meine Mail mit den Anhang meiner Kontoumsätze erhalten?

Gruss

Heidi

Dear Heidif, 

yes, I did receive your email. I am currently investigating and I will get back to you as soon as I have more information.

Thank you for your patience.

Hello

After consulting my payment provider, no transfer has been detected or expected yet. What happens next?

Hallo

Laut Rücksprache mit meinem zahlungsanbieter wurde bisher keine Überweisung festgestellt bzw erwartet. Wie geht es nun weiter?

Dear Heidif, 

Thank you for your update.

The next step is to wait for the casino. They do have all of the information provided and it is up to them to say whether they need more proof or they try to investigate where the funds went. I know it may seem frustrating and tiring, but we have to remain patient.

Dear Customer, 

We have contacted the relevant team to review your transaction. 

We sincerely appreciate your patience! 

Best Regards, 

Customer Service

Thank you Quickwin Casino for your reply.

How long does Heidif have to wait for another step, please? This case has been open for over a month. Is there any way we can escalate this complaint, please?

Dear Katarina, 

We sent an email to you and the customer by including the transaction screenshots of both the withdrawals. 

We hope this clarifies the matter. 

Best Regards,

Customer Service 

It is constantly said that my case is being reviewed (finance department etc.)

Nothing happens. As you can see, I didn't receive my winnings.

Would like to know which bank the payment was allegedly made to.

Es wird ständig gesagt dass mein Fall überprüft wird ( Finanzabteilung etc)

Es geschieht nichts. Wie sie ja sehn habe ich die Gewinne nicht erhalten.

Möchte wissen an welche Bank angeblich ausgeahlt wurde.

I didn't get an email either. They keep claiming that both payments have been made. The transaction says nothing. All of my documents show that neither 300 euros on March 13 nor 200 euros on March 19 were paid out.

My payment provider confirms this.

Please let me know which account the money was allegedly transferred to.

Greetings Heidi

Eine Mail bekam ich auch nicht. Ständig wird behauptet es wurden beide Auszahlungen erledigt. Transaktion sagt nichts aus. Sämtliche Unterlagen von mir belegen , dass weder 300 Euro am 13.3. sowie 200 Euro am 19.3. ausbezahlt wurden.

Mein Zahlungsanbieter bestätigt das.

Bitte nun um Mitteilung auf welches Konto angeblich überwiesen wurde.

Gruss Heidi

Thank you Quickwin Casino for your reply.

Dear Heidif, 

can you please doublecheck your spam/junk folder? Sometimes the emails end up there by accident.

Thank you

I know this bank account. I'll take care of it.

Thank you for your effort

Vielen Dank

Ich kenne dieses Bankkonto. Werde mich darum kümmern.

Bedanke mich für Ihre Bemühung

Dear Heidif, 

thank you for your reply. Will you be able to verify whether you have received the funds so I can close this case as resolved, please?

The casino transferred the money but unfortunately to a different account than the one I specified for my payments. Unfortunately I will have to contact the recipient of the payment. The case will then be closed for them.

Thank you for your efforts.

Casino hat überwiesen aber leider auf ein anderes Konto als ich bei meinen Einzalungen angegeben habe. Ich werde mich leider an den Zahlungsempfänger wenden müssen. Der Fall ist für sie dann beendet.

Vielen Dank für Ihre Bemühungen.

Dear Heidif, 

this is a very unfortunate situation you found yourself in. I am worried that the resolution of this case is now beyond our abilities. We are here to maintain the channel of communication between players and casinos. Since Quickwin casino has done its due diligence and processed the withdrawal, I will now be closing this complaint as unjustified. I believe you will be able to find the best suited solution on your own now.

The player can reopen this case anytime.

Dear Heidif, 

as per your request I am reopening this case. Can you please explain in more details what is going on?

Quickwin transferred the winnings of 300 euros and 200 euros to an account other than my player account. Who ordered this payout?

I have requested this withdrawal to my account. Has this withdrawal been cancelled?

I have contacted the account holder. He claims to have never received these winnings.

Could you send me a screenshot that can confirm this transaction that the profit is confirmed on this account

Thanks

Quickwin hat den Gewinn von 300 Euro sowie 200 Euro an ein anderes Konto als mein Spielerkonto überwiesen. Wer hat diese Auszahlung angeordnet?

Ich habe diese Auszahlung auf mein Konto veranlasst .Wurde diese Auszahlung storniert?

Habe den Inhaber des Kontos kontaktiert. Dieser behauptet diese Gewinne nie erhalten zu haben.

Könnten Sie mir einen Screenshot senden der diese Transaktion bestätigen kann dass der Gewinn auf diesen Konto bestätigt

Danke

Dear Heidif, 

in order to prove the funds were not transferred to the account in question, we will need once again a bank statement, dated from the day of your request to today's date.

Dear QuickWin Casino,

can you please verify what account number was attached to the withdrawal request from the March 13th and 19th?

Looking forward to your replies.

Hello

will not get these bank statements.#

My question is how it happened that winnings were not transferred to my deposit account (Sparkasse?

Hallo

werde nicht an diese Kontoauszüge kommen.#

Meine Frage ist wie kam es zustande dass Gewinne nicht auf mein Ein zahlungskonto überwiesen wurde ( Sparkasse?

And was the requested deposit first cancelled and then requested again? As I said, my winnings should be paid to the savings bank.

Und wurde die angeforderte Anzahlung zuerst storniert und dann wieder neu angefordert? Wie gesagt meine Gewinne sollten an die Sparkasse erfolgen.

Could you please also tell me from which device the transactions were carried out. (mobile phone, laptop, PC etc.)

Thanks

Könnten Sie mir bitte auxh mitteilen vvon welchen Gerät aus die TRansaktionen durchgeführt wurden. ( Handy , Laptop, PC etc

Danke

Dear Heidif, 

thank you for your messages.

I think we reached the point where it seems very difficult to find the solution that will satisfy all of the parties involved. QuickWin Casino has provided evidence of sending the funds to the bank account. It is also clear that it was you who requested the withdrawal. I understand you have quite a few questions, but I am worried finding the answers will not guarantee that you will receive your funds.

The only solution that may change something for you is if you were able to prove that the funds did not arrive to the bank account. In order to do that, you have to provide the official bank statement dated from the date of your withdrawal request (March 13th) to today's date.

Hello

I have already submitted my bank statements which show that the winnings were not transferred to my depositor account (Sparkasse).

The payouts were transferred to another account.

My question is from which device was the payout of the winnings of 300 euros, 200 euros and 160 euros requested.

It should be obvious (IP address)

please check

Hallo

ich habe bereits meine Kontoauszüge vorgelegt aus denen ersichtlich ist, dass die Gewinne nicht auf meinen Einzahlerkonto(Sparkasse) überwiesen wurden.

Die Auszahlungen wurden an ein anderes Konto überwiesen.

Meine Frage ist von welchen Gerät aus wurde die Auszahlung der Gewinne von 300 Euro 200 Euro sowie 160 Euro beantragt.

Es müsste ja ersichtlich sei ( IP Adresse)

Bitte um Prüfung

Dear Heidif, 

I requested documents from QuickWin casino that you asked for. It will take few days for them to get back to me. I will update you once I receive them.

Dear Heidif, 

do you know who is the owner of the bank account that the funds were transferred to, please?

Not really. However, I have a suspicion and therefore need proof by having an IP address showing where a withdrawal request was made from

Nicht wirklich. Habe jedoch eine Vermutung und benötige deshalb Beweise indem ich eine IP Adresse habe inder hervorgeht von woher eine Auszahlung beantragt wurde

Dear Heidif, 

thanks for the update.

We have received some documents from QuickWin Casino. According to their investigation, the withdrawal request came from your account, from iOS device. The withdrawal details were filled by the customer on their own and the amount was paid out to the details they filled in.

I am worried there is not much we can help you with anymore. Our role as the mediator is quite limited and if you are suspicious about the activity on your account, we are not able to handle these types of issues. They are way above our competence.

It is also important to highlight this part from the terms and conditions:

·        3.3 You must keep your login/username and password confidential and not disclose this information to third parties. You are solely responsible for any kind of action and/or transaction that are made using your account. Any party that enters your account using the correct login and password will be considered as you and any transactions will be considered as valid and made by you. We shall not be liable or responsible for third parties accessing your account or for any losses connected with the unauthorized use of your account; all such unauthorized use will be considered your own use.

I am truly sorry we were not able help you more. We wish you all the best and if you ever encounter any issue with this or other casino, please do not hesitate to contact us.