QuickWin Casino - Акаунтът на играча остава отворен въпреки заявката за самоизключване.

Dear Casino Guru Team,

On March 9, 2026, I contacted Quickwin Casino and requested self-exclusion via email due to my gambling addiction. Despite repeated confirmation and explanations that I did not want to take a break but rather had a gambling problem, my account has still not been closed.

To this day, I have continued to lose money.

I request your assistance in permanently and irrevocably closing my account and in reviewing any potential refunds.

Kind regards

Alexander

Liebes Casino Guru Team,

Ich habe mich am 09.03.2026 an das Quickwin Casino gewandt und per Mail um einen Selbstauschluss aufgrund meiner Spielsucht gebeten. Trotz mehrfacher Bestätigung und erklärung, dass ich keine Pause einlegen möchte sondern ein Spielsucht Problem habe, wurde bis heute mein Konto nicht geschlossen.

Bis zum heutigen Tag habe ich somit weiterhin Geld verloren.

Ich bitte mir zu helfen mein Konto dauerhaft und unwiderruflich zu schließen und etwaige Rückerstattung zu prüfen.

Mit freundlichem Gruß

Alexander

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Dear Alexkz,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

I have read the casino's Responsible Gaming page and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at [email protected], and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

To further understand your situation, could you please answer the following questions?

• Did you use the same email address to contact the casino regarding the request to close your account due to gambling addiction?
• Can you confirm that you still have access to your account?
• Please forward all emails related to your account closure requests, along with the casino's responses, to [email protected], rather than sending screenshots, so we can properly review and follow the conversation.

We genuinely hope to assist you in resolving this matter as quickly as possible. Thank you in advance for your prompt response.

Best regards,

Jean

Hello Jean,

Thank you for your message.

Yes, I wrote the email from the same email address under which my casino account is set up.

My first email was to:

[email protected] because I have a VIP player account.

The email was answered immediately by support the next day.

Email attached.

I feel I wasn't treated fairly here. In my initial email, I clearly requested self-exclusion due to gambling addiction. The casino shouldn't have asked how long I wanted to take a break. I gave examples like 2 weeks, 4 weeks, etc.

If a player expresses an addiction problem and wants to permanently and irrevocably close their account as a self-exclusion (for self-protection in my case, because I have no control over my gambling behavior), the casino should react immediately as a player protection measure.

ISN'T THAT WHAT THE AGENTS ARE TRAINED FOR?

I replied to the second email from the casino dated March 11, 2026, regarding the break, stating that I have no interest in a break and that my account should be closed immediately as a self-exclusion.

Unfortunately, this didn't happen either.

For a while, thanks to help I received from my family, I was able to stay away from gambling despite having an open account.

Until I received a bonus from the casino in June. A few days later I relapsed and gambled away several hundred euros.

At the end of June, I contacted the casino again regarding the closure and why it hadn't happened. Unfortunately, the answer was the same as in March.

Hallo Jean,

Vielen Dank für deine Nachricht.

Ja ich habe von der selben EMailadresse die Email geschrieben unter der auch mein Konto beim Casino angelegt ist.

Die erste Email von mir war an:

[email protected] da ich ein VIP spielerkonto habe.

Die Mail wurde auch unverzüglich am nächsten Tag vom Support beantwortet.

Email anbei.

Ich finde hier wurde nicht fair mit mir umgegangen. Ich habe eindeutig in meiner ersten Email um Selbstausschluss aufgrund von Spielsucht gebeten. Da hätte das Casino nicht danach fragen müssen wie lange ich eine Pause einlegen möchte. Mit Beispielen 2 wochen, 4 wochen...

Wenn ein Spieler ein Suchtproblem äußert und sein Konto dauerhaft und unwiderruflich als Selbstauschluss schließen will (aus Selbstschutz in meinem Fall, weil ich keine Kontrolle über mein Spielverhalten habe) sollte das Casino aus Spielerschutzmaßnahmen sofort reagieren.

HIEFÜR WERDEN DOCH DIE AGENTEN GESCHULT?

Die 2 Mail vom Casino vom 11.03.2026 bezüglich der Pause habe ich beantwortet, dass ich kein intetesse an einer Pause habe und mein Konto sofort als Selbstausschluss geschlossen werden soll.

Auch dies ist leider nicht passiert.

Eine zeitlang konnte ich mich aufgrund von Hilfe, die ich aus meiner Familie bekommen habe, vom spielen Fernhalten trotz geöffnetem Konto.

Bis ich im Juni ein Bonus vom Casino bekam. Eine Tage später wurde ich Rückfällig und habe einige hunderte Euro verspielt.

Ende Juni habe ich das Casino nochmals kontaktiert. Bzgl der Schließung und warum dies nicht geschehen ist. Leider kam als antwort das gleiche wie im März.

Dear Alexkz,

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, Martin, ([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,

Jean

Thank you so much, Jean 🙂

Vielen Dank Jean 🙂

Hello Alexkz,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the QuickWin Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to provide us with his deposit history? Please note, that at this point in time, we are inclined to believe the player should be refunded all of his net losses since 10th of March.

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to [email protected]

Hi Martin, nice to meet you. Great that you're taking care of my problem.

I last contacted the casino by email on July 3rd, 2026, requesting self-exclusion. Unfortunately, I have not yet received a response.

Hallo Martin, freut mich dich kennenzulernen. Super, dass du dich um mein Problem kümmerst.

Ich hatte zuletzt nochmals am 03.07.2026 mich per Mail an das Casino mit der Bitte um Selbstauschluss gewandt. Leider bis jetzt noch keine Rückmeldung.

Dear Player,

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Quickwin Casino Team

Dear Player,

Thank you for your patience while we conducted a thorough review of your inquiry.

We sincerely apologize for the inconvenience you experienced. Please be assured that, per your request, your account has now been officially closed.

Following a review of your case, we are prepared to offer you a refund of 940 EUR, as part of the settlement.

Kindly confirm your acceptance of this offer so that we may process the refund for you.

In order to proceed with the refund of your funds, we kindly ask you to provide the following details:

Full Name (please provide all names, including middle name)

Email

Name of the owner of the bank account

IBAN

BICits germany

Bank name

Bank location (country)

Once we obtain this information, we will proceed with the payment process.

If you have any additional questions, please do not hesitate to contact us.

Kind regards,

Quickwin Casino Team

Furthermore, I request that my account be closed in such a way that reopening is not possible due to gambling addiction.

Des weiteren bitte ich mein Konto so zu schließen, dass ein wiedereröffnen nicht möglich aufgrund von spielsucht ist.

Dear casino representative,

thank you very much for your response and your willingness to resolve the issue amicably. Please let us know once the funds are processed on your side.

Dear Alexkz,

thank you for your continued cooperation. I am happy to hear the refund has been authorized, the complaint will remain opened until we receive your confirmation of reception.

Thank you Martin and Casino-Guru for your work.

Danke Martin und Casino-Guru für eure Arbeit.

Dear Player,

Thank you providing us with payment details.

Rest assured that we will notify you once payment has been processed and completed.

Thank you for your cooperation.

Kind regards,

Quickwin Casino Team

Payment was received today. Thank you very much, Martin, and thank you to the QuickWin team for the quick processing.

Best regards

Alexander

Zahlung ist heute eingegangen. Vielen Dank Martin, vielen Dank an das QuickWin-Team für die schnelle Bearbeitung.

Viele Grüße

Alexander

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

Dear Alexkz,

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,

Martin