The player from Germany was unable to withdraw his balance due to a message stating that his account was blocked, despite having been able to register and deposit. A support ticket submitted on February 25th remained unprocessed, and live support did not provide assistance. The complaint was escalated, and the casino requested additional documentation for account verification. However, the player did not respond to further inquiries, leading to the rejection of the complaint due to insufficient information for investigation.
QuickWin Casino - Player is blocked from withdrawing funds.
Amount: €400
QuickWin Casino
Safety Index:Very highSafety Index
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9.2
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
3 months ago
Translation
Hello,
Unfortunately, I can't withdraw my balance. As soon as I request a withdrawal, I get the message "The specified user is blocked."
Registration and deposit work.
My ticket from February 25th has not been processed to this day, and live support cannot help me either.
Automatic translation:
Public
Complaint Specialist
Public
3 months ago
Dear michiii,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please confirm that you passed the full KYC verification?
Have you made any successful withdrawals from this casino before?
Have you contacted customer support to inquire why you are unable to withdraw your winnings?
What types of games did you play?
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
Public
Public
3 months ago
Translation
Hello Veronica,
Thank you for your message.
I have already completed the verifications; there are no new verification options.
I have also cashed out winnings in the past.
I contacted support via live chat, but they couldn't help me and opened a ticket.
Additionally, I wrote an email on February 25, 2025, but have not received any response yet.
I had only played slots.
Thank you & see you then!
greeting
michiii
Automatic translation:
Public
Complaint Specialist
Public
3 months ago
Could you please send me a screenshot of the error message you see when attempting to withdraw your winnings?
Additionally, kindly forward all communication between you and the casino’s customer support regarding your withdrawal issues to [email protected]. Thank you for your cooperation.
Public
Public
3 months ago
Translation
I have sent you everything available.
Best regards,
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Thank you very much, michiii, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) 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.
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
Dear michiii,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite QuickWin Casino representative to join this conversation.
Dear QuickWin Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Casino representative
Public
2 months ago
Dear michiii,
As we can see your account is open. Therefore, can you please share the screenshot of the error message for us to understand and able to help you accordingly. Thank you!
Waiting for your update.
Best regards,
QuickWin team.
Public
Public
2 months ago
Translation
Hello,
I received your email and replied with the requested screenshot.
best regards
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
Dear michiii,
Could you please confirm, if you been able to access your player account since your last message?
Public
Public
2 months ago
Translation
Hello Mirka,
I can still access my account, but unfortunately withdrawals still don't work.
Best regards,
michiii
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
Dear QuickWin Casino,
Could you please clarify, why the player is not able to request a withdrawal?
Thank you.
Public
Casino representative
Public
2 months ago
Dear michiii,
We kindly suggest you to please complete your accounts verification. We kindly suggest you to please upload the documents in a PDF format, via verification tab from your profile and please make sure you have not edited or modified the document. Please upload the PDF as it is. Thank you!
Waiting for your update.
Best regards,
QuickWin team.
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
Dear michiii,
Would you be able to submit the requested documents?
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
Thank you for the update, michiii.
Please notify me, when you will be able to progress in your verification process.
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear michiii,
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.
