QuickWin Casino - Вывод средств игрока задерживается.

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, ([email protected])

. 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

"Hello Kubo,

I am still unable to withdraw my balance.

The system still shows that a deposit amount must be wagered before withdrawal, despite previous communication from QuickWin stating that my withdrawals would be possible after the 1x requirement.

I am also still receiving bonus offers even though I clearly requested that no further bonuses should be applied to my account.

I am attaching the latest screenshots showing the current withdrawal restriction and recent communication from Oliver.

Thank you for your assistance."

Hello Kubo,

I would like to provide an important update regarding my case.

The €1400 tournament bonus has now been completely removed from my account, as discussed with QuickWin.

However, despite the removal of the bonus, I am still unable to make withdrawals from my remaining balance of approximately €108,400.

I would therefore kindly ask the casino to clarify:

why the withdrawal function is still unavailable,

when withdrawals will be restored,

and under which exact conditions my remaining balance will be paid out.

As previously stated, I do not wish to continue playing or accept any further bonuses or promotions. I only wish to withdraw my existing balance.

Thank you very much for your assistance.

Dear Casino Guru Team,

I would like to inform you that the €1,400 bonus/tournament winnings have now been removed and shown as completed in my account. My current account balance is €108,400.

However, I have not yet received a clear confirmation or specific information on how and within what timeframe the full amount of my money will be paid out. I am still having difficulties with the payment of the funds.

Please help clarify the situation and get a clear confirmation from QuickWin Casino that all my money will be paid out without additional conditions, bonuses or new requirements.

Thank you in advance for your help and support.

Kind regards,

Durdica

Dragi Casino Guru tim,

želim vas obavijestiti da je bonus/tournament Gewinn od 1.400€ sada uklonjen i prikazan kao završen u mom računu. Trenutno stanje mog računa iznosi 108.400€.

Međutim, još uvijek nisam dobila jasnu potvrdu niti konkretne informacije na koji način i u kojem roku će kompletan iznos mog novca biti isplaćen. I dalje imam poteškoće sa isplatom sredstava.

Molim vas da pomognete u razjašnjenju situacije i da od QuickWin kasina dobijemo jasnu potvrdu da će sav moj novac biti isplaćen bez dodatnih uslova, bonusa ili novih zahtjeva.

Hvala vam unaprijed na pomoći i podršci.

Srdačan pozdrav,

Durdica

Hello,

the bonus/tournament amount of €1,400 has now been removed from my account and the balance has been restored to €108,400.

However, I am still unable to withdraw my money.

I ask QuickWin to clearly explain the exact reason why the payouts are still blocked, and when I will be able to receive a full payout of my actual balance.

Thank you.

Pozdrav,

bonus/turnirski iznos od 1.400 € je sada uklonjen sa mog računa i stanje je vraćeno na 108.400 €.

Međutim, i dalje nisam u mogućnosti izvršiti isplatu svog novca.

Molim QuickWin da jasno objasni koji je tačan razlog zbog kojeg su isplate i dalje blokirane, te kada će mi biti omogućena puna isplata mog stvarnog salda.

Hvala.

Dear Durdica,

Thank you for your reply.

Please be informed that the issue has been forwarded for further investigation and you will be contacted as soon as possible with additional information.

Thank you for your understanding.

Kind regards,

Quickwin Team

Dear Karla,I am sharing an important email that I sent to the VIP manager Oliver on May 20th, right before the tournament bonus was removed from my account.As you can see from the screenshot, I explicitly stated that I would agree to have the tournament bonus/winnings removed only under the condition that all withdrawal restrictions and further wagering requirements on my remaining balance would be lifted.The casino proceeded to remove the bonus after receiving this email, which means they accepted my terms. However, despite the bonus being removed, absolutely nothing has changed on their end. The system is still blocking my withdrawal of €108,400.00 and forcing me to wager my funds, directly violating our agreement.This proves that the casino is acting in bad faith and intentionally locking my clean balance.Thank you for your continued help,Đurđica

Hello Kubo, Casino Guru and QuickWin Team,

I would like to summarize my situation clearly.

For more than one month I have been trying to withdraw my winnings, but my withdrawals were repeatedly delayed or restricted.

At the same time, a €1,400 bonus was added to my account and on that very same day my VIP status was downgraded from Level 5 to Level 3. After this downgrade, my withdrawal limits were significantly reduced.

The €1,400 bonus has now been removed, and my balance is displayed as real cash ("Echtes Guthaben"). However, my withdrawals are still restricted and I still cannot freely access my funds.

I have now also received information that my current limits are:

€800 per withdrawal transaction

€12,000 per month

I kindly ask the casino to clearly explain:

why my VIP level was reduced,

why my withdrawals were delayed for over a month,

why restrictions are still active even after the bonus removal,

and how the complete payout of my remaining balance will proceed.

I would also like to state very clearly that I do not wish to continue playing in any way. I only want the withdrawal of my legitimate balance.

Thank you for your assistance and clarification."

Hello Kubo and QuickWin Team,

I would like to raise another important concern regarding my case.

When my withdrawal issues started and the €1400 bonus was added, my VIP level was reduced from Level 5 to Level 3.

At the moment, my Level 3 status is already decreasing further due to inactivity. Two weeks ago my progress was around 23%, and now it is only 7%.

The problem is that I am intentionally not playing anymore because I only want to withdraw my legitimate balance and avoid any further complications while my complaint is active.

Therefore, I would like to ask:

what will happen if my VIP level continues to decrease during this withdrawal process,

whether my withdrawal limits will be reduced even further,

and whether I could end up being limited to extremely small monthly withdrawals despite already waiting over a month for payouts.

I believe it would be unfair if my VIP status continues to decrease while my withdrawals remain restricted and delayed.

I kindly ask for a clear written explanation regarding how my remaining balance of €108,400 will be paid out under these circumstances.

Best regards,

Durdica

Hello Kubo,

I would like to provide another important update regarding my case.

Today, Oliver from QuickWin confirmed to me in writing that:

my VIP level depends on account activity,

my VIP level can continue decreasing due to inactivity,

and lower VIP levels directly affect my withdrawal limits.

The problem is that I intentionally stopped playing because I only want to withdraw my legitimate balance and avoid any further complications while my complaint is active.

I believe this situation is unfair because my withdrawal issue has already been ongoing for more than one month, and during this unresolved period my VIP level continues to decrease, which may further reduce my withdrawal limits.

The €1400 bonus has already been removed and my balance is displayed as real cash ("Echtes Guthaben"), however I am still unable to make withdrawals.

I would kindly ask the casino to clarify:

whether my VIP level and withdrawal limits will continue decreasing during this unresolved withdrawal situation,

and how my full remaining balance of approximately €108,400 will be paid out under these conditions.

Thank you very much for your assistance.

Dear Durdica,

Thank you for keeping us updated about your situation.

Unfortunately, there are limited options available regarding your decreasing VIP level. VIP levels and related benefits are managed solely by the casino and are generally provided at the casino’s discretion as a form of goodwill. Therefore, we cannot require the casino to maintain or increase your VIP level, especially as these benefits are typically linked to gameplay activity, which you confirmed is currently absent.

What we can do, however, is ask the casino to process your pending withdrawals as soon as possible, unless there are valid and serious reasons for withholding your balance.

Dear QuickWin Casino,

Could you please clarify the subject of the ongoing investigation and provide an estimated timeframe for its completion, as well as for the processing of the player’s pending withdrawals?

Thank you.

Hello Oliver and Casino Guru Team,

I would like to provide another important update.

The withdrawal function has now been reopened on my account, however I am still unable to successfully make a withdrawal — not even for €800, which is supposedly my current withdrawal limit.

This confirms that the issue is not related to the €1400 tournament bonus anymore, since the bonus has already been removed and my balance is displayed as real cash ("Echtes Guthaben").

At this point, I kindly ask for a clear explanation:

why withdrawals are still failing,

whether there is another restriction or technical issue on my account,

and when I will finally be able to withdraw my funds normally.

I would also like to point out that during this unresolved situation my VIP level continues to decrease due to inactivity, which further reduces my withdrawal limits, even though I intentionally stopped playing in order to protect my balance and resolve this complaint.

Best regards,

Durdica

"Hello Kubo / Casino Guru, Quickwin tim

my withdrawals are blocked again.

First I receive an "unexpected error" message when trying to withdraw €800, and then the system again says that my deposit must be wagered before withdrawal, even though I already received confirmation that the €1,400 bonus and wagering requirement were removed from my account.

This situation is extremely confusing and stressful because every time one issue is supposedly solved, a new restriction appears.

I also want to point out that during this entire period I was unable to withdraw, my VIP level continued to decrease due to inactivity, even though I stopped playing because withdrawals were blocked.

Please clarify immediately:

Why withdrawals are still blocked after bonus removal.

Whether my balance of €108,400 is fully available for withdrawal.

Why my VIP level and withdrawal limits continue decreasing while I wait for access to my funds.

Whether all delayed withdrawals from the previous weeks will be processed correctly.

I do not wish to continue gambling. I only want access to my funds and a stable withdrawal process without further restrictions.

Thank you

Dear Durdica,

Thank you for your patience.

We would kindly ask you to try again requesting a withdrawal as now the issue should have been resolved.

Furthermore, please note the daily withdrawal limits for your account level according to our terms and conditions.

Please inform us directly in case you are still facing issues when placing a withdrawal request.

Thank you for your understanding.

Kind regards,

Quickwin Team

Hello,

I tried to withdraw again exactly as instructed, but the withdrawal is still blocked.

The system still shows the message that my deposit must be wagered before withdrawal, even though I already received confirmation that the €1,400 bonus and wagering requirement were removed from my account.

This means the issue has NOT been resolved.

At the moment I still cannot access my funds despite multiple confirmations from support that the problem was fixed.

Please explain:

Why the system still blocks withdrawals after bonus removal.

Whether there are any additional hidden restrictions on my account.

When I will finally be able to withdraw normally.

I would also like Casino Guru to note that I stopped playing completely and only want access to my balance of €108,400.

Thank you."

Hello Casino Guru,

QuickWin is now asking me to send my full banking details for a "manual withdrawal". Before I provide sensitive personal information, I would like to ask if this is a normal and safe procedure in cases like this.

My withdrawals have been blocked for weeks, my VIP level was reduced, and I still cannot withdraw normally despite the bonus already being removed.

Could you please advise me before I send my bank information?

Thank you.

I would like to ask QuickWin Casino publicly for clarification regarding my case.

At the moment I won approximately €110,000, I was VIP Level 5. Shortly after the win, my VIP level was reduced to Level 3. I believe it would only be fair to restore my original VIP status because the issue with withdrawals and bonuses was not caused by me.

QuickWin already admitted that the €1,400 tournament bonus caused the withdrawal restriction and the bonus has now been removed/cancelled. I never intentionally accepted conditions that would block access to my winnings.

For weeks I was unable to withdraw any funds because of a technical/bonus-related issue on the casino’s side. I therefore ask the casino to compensate the delayed withdrawals and explain why I had no access to my winnings during that period.

I also request a public confirmation that my VIP level will not continue decreasing while I am waiting for my withdrawals. I have stopped playing completely because I do not want to risk my winnings, and I should not be punished for this situation.

Finally, I explicitly request that QuickWin permanently stops sending me any bonus offers, promotional emails, or VIP bonus invitations. I no longer want to receive any type of bonus offer in the future.

At this point, I only want a fair and transparent withdrawal process for my legitimate winnings.

Thank you.

Hello Casino Guru,

I would like to express my concern that there has still been no visible update regarding the recent communication between myself and QuickWin, even though several important developments already happened in the meantime.

QuickWin admitted that the €1,400 bonus issue existed and removed the bonus. They also confirmed that my VIP level affects withdrawal limits and that my level continues decreasing while I am not playing.

Despite this, my withdrawals are still unstable and I still do not have normal access to my balance of approximately €108,400.

I have also already provided my banking details for a proposed manual withdrawal, however there is still no clear confirmation regarding when or how my funds will actually be paid.

At this point, I kindly ask Casino Guru to actively review the newest information and clarify whether this situation is being handled appropriately.

Thank you very much.

Hello Casino Guru Team,

I would like to provide additional evidence regarding my VIP level and withdrawal situation with QuickWin.

On 22 April 2026, while I was still actively playing, I received an email from QuickWin VIP Manager Victor confirming that my account had withdrawal limits of 1,500 CHF per day and 20,000 CHF per month. This clearly shows that at that time I was on VIP Level 5.

I also received my first withdrawal of 1,500 shortly after that confirmation. After this, I continued playing and increased my balance significantly, eventually reaching around 110,000€. Only after my winnings became very large did QuickWin suddenly reduce my VIP level from Level 5 to Level 3.

This downgrade happened despite the fact that I was still actively playing at the time and had generated substantial activity on the account. I have screenshots and documentation showing the dates, balances, withdrawal limits, and communication with their VIP managers.

In addition:

QuickWin already admitted that the 1,400€ tournament bonus issue was their internal mistake and removed the bonus completely.

Despite this, my withdrawals continued to be blocked for weeks.

I still cannot access my funds normally, even though the bonus was removed.

My VIP level continues to decrease because I refuse to continue gambling while my winnings are locked.

QuickWin also confirmed that lower VIP levels mean lower withdrawal limits, which effectively pressures me to continue playing in order to maintain access to my own money.

I believe this is extremely unfair and manipulative toward a winning player.

Therefore, I kindly ask Casino Guru to review:

Why my VIP level was reduced immediately after my large winnings.

Why my withdrawals remained blocked even after the bonus issue was removed.

Why my withdrawal limits are being reduced while I am unable and unwilling to continue gambling.

Whether it is fair for the casino to financially pressure players into continued activity in order to access their own balance.

I would appreciate if this evidence and timeline could be publicly added to my complaint.

Thank you very much for your help and support.

Dear Durdica,

Thank you for your reply.

We would kindly ask you to check your emails where we asked for your details in order to place a manual withdrawal for your account.

Please note that the amount of withdrawal needs to be in compliance to our terms and conditions and your account level.

Regarding your account level, please note that this cannot be influenced manually but is calculated automatically.

The level is based on the activity on the account and cannot be changed.

We hope this helps to clarify the case.

Kind regards,

Quickwin Team

Dear Casino Guru,

I would like to point out that QuickWin keeps repeating the same requests and delaying the resolution of my withdrawal issue.

I have already provided my bank details multiple times to different members of the VIP/support team, including for the so-called "manual withdrawal". Despite this, no payment has been processed.

At the same time, they reduced my VIP level after my winnings, changed withdrawal limits, blocked withdrawals multiple times, and continue asking for the same information again and again without providing a real solution or a clear payment timeline.

I currently have €108,400 in my account and still cannot freely access my funds.

I kindly ask Casino Guru to review this behavior carefully, as this situation is causing significant stress and appears to be an intentional delay tactic rather than a genuine technical issue.

I would also appreciate if QuickWin could finally provide:

a clear confirmation of when withdrawals will start,

the exact withdrawal limits applicable to my account,

confirmation that my VIP level will not continue decreasing during this unresolved situation,

and confirmation that my winnings will be fully paid.

Thank you.

would also like to point out that QuickWin has repeatedly asked me for the same banking information, despite the fact that I already submitted all requested details. Unfortunately, there is still no confirmed payout date or clear resolution regarding my withdrawal.

At this stage, I kindly ask Casino Guru to help ensure transparent communication and a definitive resolution.

Dear Casino Guru,

I would also like clarification regarding QuickWin’s license and regulatory information.

I cannot clearly find under which authority or jurisdiction QuickWin currently operates, and considering the ongoing withdrawal problems and constantly changing explanations from the casino, I believe this information is extremely important.

Since my withdrawal issue has still not been resolved, despite multiple promises, manual withdrawal requests, changing withdrawal limits, and technical errors, I would kindly ask Casino Guru to verify:

under which license QuickWin operates,

which authority supervises them,

and where a player can officially escalate the complaint if the case remains unresolved.

At this point I no longer feel safe or protected as a player, especially because my VIP level was reduced immediately after my winnings, my withdrawal limits changed, and my withdrawals continue to be delayed.

Thank you.

Hello Durdica,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

Thank you for the update.

I will wait for Kubo's return and further response.

However, I would like to note that I have already provided all requested documents and bank details to QuickWin. I also continue to experience withdrawal restrictions despite previous assurances that the issue would be resolved.

I kindly ask that all communication between Casino Guru and QuickWin regarding my case be documented in the complaint thread.

Kind regards,

Durdica

I would like QuickWin to clarify two important points:

First, I was on VIP Level 5 when my balance reached over €110,000. I was actively playing at that time and my account was not inactive. Shortly after I started requesting withdrawals, my VIP level was reduced to Level 3.

I therefore request a clear explanation of:

the exact date when my VIP level was reduced,

the reason for this reduction,

the criteria used for this decision,

and why this change occurred immediately after I started withdrawing my winnings.

Second, due to the withdrawal issues and delays that have continued for more than six weeks, I would like QuickWin to explain how these delays affected the payout of my winnings.

Had my withdrawals been processed normally and had my VIP status remained unchanged, a significantly larger amount could already have been paid out by now.

I am therefore requesting a clear written explanation regarding both the VIP level reduction and the prolonged withdrawal delays.

Best regards

Durdica

"The casino itself has now confirmed that my account has been fully activated and that the checks are complete. Nevertheless, my main question regarding the reduction of my VIP level from 5 to 3 and the six-week withdrawal delay remains unanswered. Instead of an explanation, I was once again presented with an offer that requires further play, even though I have repeatedly stated that I do not wish to participate in any further games or bonus promotions."

"Casino bestätigt nun selbst, dass mein Konto vollständig freigegeben wurde und dass die Prüfungen abgeschlossen sind. Trotzdem wurde meine zentrale Frage bezüglich der Herabstufung meines VIP-Levels von 5 auf 3 sowie der sechswöchigen Auszahlungsverzögerung weiterhin nicht beantwortet. Statt einer Erklärung wurde mir erneut ein Angebot unterbreitet, das weiteres Spielen voraussetzt, obwohl ich mehrfach erklärt habe, dass ich keine weiteren Spiele oder Bonusaktionen wünsche

Dear Casino Guru,

I would like to provide additional evidence regarding my VIP level and withdrawal limits.

On 22 April 2026, I received a written email from QuickWin VIP Manager Victor confirming that my withdrawal limits were CHF 1,500 per day and CHF 20,000 per month.

These limits correspond to VIP Level 5 according to QuickWin's published VIP structure.

I have documented evidence showing the following sequence:

22 April 2026: withdrawal limit CHF 1,500 per day

23 April 2026: withdrawal limit CHF 1,000 per day

24 April 2026: withdrawal limit CHF 800 per day

This indicates a reduction from VIP Level 5 to Level 4 and then to Level 3 within approximately 48 hours.

I also have evidence that I was still actively playing during this period. My last recorded spin was made on 25 April 2026 at 17:10:07.

Therefore, I do not understand how my account could have been considered inactive or how my VIP level could have dropped so dramatically in such a short period of time.

QuickWin later explained that VIP levels are calculated automatically based on player activity during the previous 90 days and can change depending on deposits, withdrawals, bonuses and activity.

For this reason, I respectfully request a detailed explanation from QuickWin regarding:

The exact calculation that resulted in my reduction from VIP Level 5 to VIP Level 3.

The exact date and reason for each VIP level change.

Whether the reduction of my VIP level affected my withdrawal limits and the amount that could have been paid out during the following weeks.

Why this reduction occurred immediately after I started withdrawing my winnings, despite still actively playing until 25 April 2026.

In addition, I would appreciate clarification regarding the withdrawal delays that lasted for more than six weeks, during which I was unable to withdraw my funds normally.

Thank you for your assistance

I have now discovered that my account has been reduced even further to VIP Level 1. I would like QuickWin to confirm whether my VIP level can continue to decrease while my withdrawals are still being processed and while I am intentionally not gambling. If so, please explain how this is fair when I have repeatedly stated that I do not wish to continue playing and only want to withdraw my existing balance.

Dear Casino Guru Team,

I would like to provide additional evidence regarding my complaint against QuickWin.

I have now attached screenshots proving several important facts:

On 22 April 2026, QuickWin VIP Manager Victor informed me in writing that my withdrawal limits were €1,500 per day and €20,000 per month, which corresponds to VIP Level 5.

I continued playing actively after my tournament win. I have evidence showing that my last spin was made on 25 April 2026 at 17:10:07. Therefore, the casino's explanation that my VIP level dropped because of inactivity is not consistent with the facts.

Within only a few days, my withdrawal limits were reduced:

22 April 2026: €1,500 per day

23 April 2026: €1,000 per day

24 April 2026: €800 per day

The casino later informed me that I had been downgraded to VIP Level 3. I have now also attached evidence showing that my account was subsequently reduced to VIP Level 1.

QuickWin repeatedly stated that all verification and security reviews were completed and that my account was fully approved. Oliver, the VIP Manager, explicitly wrote that my account was fully released and that future withdrawals would be prioritised.

Despite these assurances, withdrawal delays continue. At the moment I have three pending withdrawals (€800 + €800 + €500 = €2,100) which are still waiting to be processed.

QuickWin also confirmed in writing that I will not be downgraded below VIP Level 1. However, they have never explained how a player can be downgraded from VIP Level 5 to VIP Level 3 and then to VIP Level 1 within such a short period, despite active gameplay and despite the delays being caused by their own review process.

Therefore, I respectfully ask Casino Guru to obtain a clear written statement from QuickWin regarding the following:

Can QuickWin provide a detailed explanation of each VIP level downgrade and the exact calculations used?

Why was my VIP status reduced while my withdrawals were delayed for weeks?

Can QuickWin provide written confirmation that future withdrawals will be processed without additional delays?

Can QuickWin confirm the expected processing time for all future withdrawal requests?

Can QuickWin explain why their VIP Manager repeatedly assured me that withdrawals would be prioritised, while delays continue?

I appreciate your assistance and thank you for reviewing the additional evidence.

Kind regards,

Durdica

Dear Durdica,

Thank you for your continued engagement in the complaint thread. However, I would kindly ask you to refrain from repeatedly posting the same information, as we already understand the issue at hand.

Regarding the decrease in your VIP level, I have already explained our position. As previously mentioned, VIP levels are tied to gameplay activity, and since you are currently not playing, a decrease in your VIP level is to be expected. Nevertheless, I am sure the casino will be willing to provide a more detailed explanation.

Thank you for your understanding.

Dear QuickWin Casino,

Could you please explain the sudden decrease in the player’s VIP level?

Additionally, please confirm that, going forward, the player’s withdrawals will be processed normally, without further delays, while respecting the applicable monthly withdrawal limits.

Finally, could you please provide a list of the player’s withdrawals, both processed and pending, since the beginning of April? Please send it to my email address: [email protected].

Thank you for your cooperation.