QuickWin Casino - Player is unable to close their account.

Good morning.

I am trying to file a complaint this way due to the casino's support's failure to communicate with me regarding my request to terminate my account and at the same time delete my documented personal information (name, phone, email) from their databases, as stated on their website.

I lost some money in the casino, as happens with gambling, and I wanted to stop playing altogether. That's why I had myself registered in the Register of Persons Excluded from Gambling in the Czech Republic, but since the casino does not have a registered license in the country and their main website is Quickwin.com and many other variations on the government's list of prohibited gambling games, this fact has no weight for them. So it's my stupidity that I didn't "check" the casino before playing and started playing there.

So to get to the main problem, I contacted the casino several times to their support. about account termination as I wrote above and at the same time about deleting information as they promise on the website, I get constant offers and spam from them by email and SMS about other bonuses which I have to block constantly. I sent 1 request in total to their live support which automatically redirected me to send an email and 4 by email on 28.6 and 1.7 where I did not even receive a confirmation of receipt of the complaint and the messages therefore disappeared and 15.7 and 19.7 when I received an automated response that they had accepted the complaint and were working on it. Since the website states that when requesting and deleting an account they will try to start communicating the problem within 24 hours at the latest, it is clear that these messages have also disappeared.

I am therefore looking for other options to solve this problem, thank you for your help.

Dear player,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

Dominika

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Good morning.

The main reason for my request to close/permanently block my account is that I discovered that I am not built for gambling. Even though I used to play at intervals of days and weeks, after a few such sessions, instead of relaxing and occasionally having fun, I started to get more stressed out from the losses and felt myself getting more and more immersed in a problem in which I would sink more and more money in the hope of quickly winning all my losses back. So I decided that I needed to cut it and end any connection with gambling. That is why I voluntarily registered myself on the register of risky gamblers in the Czech Republic, where no licensed casino is allowed to legally play with me if the time came that I wanted to try it again and could immerse myself in it again.

From other casinos of the same type as Quickwin, I had at least a positive experience that their support understood me and closed my accounts within 24 hours of submitting a written request by email, so I hoped that it would be the same here.

At the same time, I also forwarded you the application I submitted to Quickwin.

Thank you, best regards

Dear player, do I understand correctly that you currently have no funds left in your casino account?

Could you please send a self-exclusion request to the following email address: [email protected].

Please do this according to the instructions provided below. It is important that you clearly state the reason as a gambling problem.

When you send the request, please include me in CC so I can follow the progress directly.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Good morning.

Yes, I withdrew all remaining funds from the casino. After writing the last answer, I contacted live support on Wednesday, July 30th in the morning, where they looked up my request and promised to try to expedite it, but at the same time I was told that as a VIP member (I was offered membership but I refused because it was already at the time when I tried to withdraw my account from the casino) I had to contact the VIP manager to whom I had already sent the request before. According to the emails with VIP offers, I understood that there are more VIP managers and I tried to contact one of them on the given number via WhatsApp, they did not even show my message there and the requests also remained unanswered.

So I sent a request using your template and I hope it works out this time.

Thank you for your help so far.

Dear player, have you received any updates from the casino, and has your account been successfully closed?

Good morning.

Yes, on Friday I was contacted by the VIP manager regarding my request to close my account and after confirming that I wish to close the account for good, today I received confirmation that it has been blocked. So I can happily say that the problem is resolved.

Thank you very much for all your help in solving this problem, and I sincerely hope that after this negative experience (playing slot machines in general) I will not return to such problems.

Thank you very much again, best regards

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

Dear player,

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.

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Thank you in advance for your time and feedback.

Best regards,

Dominika