QuickWin Casino - Player's account closure request has been ignored.

l 17/09 scrissi su email per farmi bannare l’account queste parole:

i will be happy if you close my account, thank you!

in risposta sempre il 17/09 mi chiesero le motivazioni e risposi:

in this period i start play more of what i can afford and is better for me get a brake from gambling.

In risposta mi diedero un bonus da 50€ sull’account e un l’oro contatto su telegram.

il 18/09 scrissi al contatto su telegram questo messaggio:

Salve orazio sono alessio il nome del mio account è EASYWIN vorrei chiederle se gentilmente fosse possibile bannare il mio account, i vostri servizi sono molto buoni nell ultimo periodo anche i prelievi si sono velocizzati e mi ha fatto molto piacere, ma al momento non sto riuscendo a controllarmi col gioco d’azzardo e vorrei bannare il mio account definitivamente o per almeno 3mesi. Grazie per la comprensione e buona giornata

mi rispose: può contattarmi sempre qua adesso.

 Il 28/09 riprovai scrivendo se può bannarmi l’account 

mi rispose: Se tra oggi e martedì 1 ottobre effettuerà un deposito totale di 1500 euro, le accrediteremo un bonus extra di 150 in contanti, indipendentemente da eventuali altri bonus ricevuti sui depositi effettuati!

Il 22/10 scrissi: salve mi puo bannare l’account

mi rispose di darmi la mia email la diedi

e mi rispose se avevo mandato una email e gli scrissi che l avevo già mandata e mesi, e mi scrisse cosa posso fare per te e risposi bannarmi l’account, disattivarlo e mi rispose: ti trovi il cash back sul tuo conto.

non riesco ad attaccare le foto delle chat perché mi da errore se fosse possibile mandarle per email o numero telefonico lo appprezzerei molto, grazie e buon lavoro

Dear bertinialessio22,

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 problems). 

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].

Is your casino account still open?

Thank you very much in advance.

Best regards, 

Dominika

Il motivo della mia richiesta era perché ho speso più di quello che posso permettermi e non riesco a controllarmi nel giocare , ora le manderò tutti i messaggi che ho avuto con loro alla email da voi data, il mio conto casino è ancora aperto, grazie mille e buona giornata spero di avere vostre notizie presto

Se fosse possibile vorrei i soldi giocati e persi indietro almeno se non tutti una parte ( avevo dimenticato di specificare)

Dear bertinialessio22, I've checked the casino's terms and this is what I found:

3.8 Self-exclusion request: you can contact the customer service via e-mail: [email protected], and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company will make reasonable efforts to prevent the opening of new accounts but it's ultimately your sole responsibility to make sure no other accounts are opened. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.

Is your casino account still open?

The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend how to request self-exclusion properly in the future.

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 a 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).

Salve, non ho capito bene come vorreste procedere, vorreste che io mandassi un altra email con tutte le specifiche indicate sopra per l’autoesculosione, ma se seguo questo passaggio come faccio a riavere una parte dei soldi spesi indietro?

Dear bertinialessio22, I understand that you already tried closing your casino account, but since your self-exclusion request was not sent to the correct email and didn’t clearly mention your gambling addiction, we, unfortunately, cannot assist you with refunds of your deposits.

To move forward, please send a formal self-exclusion request as advised above to [email protected]. Make sure to clearly state your gambling problem and your wish to self-exclude. Once this is done, if your account remains open for an unacceptable period, we can then proceed with your complaint regarding potential refunds.

If you need assistance with drafting the email or have any other questions, feel free to reach out.

Va bene, ho mandato l email come mi avete consigliato voi, vi aggiorno una volta che mi risponderanno grazie e buona giornata

Dear bertinialessio22, do you have any updates?

salve, ho mandato le email come lei mi ha suggerito ma non ho avuto nessuna risposta, gli lascio le foto qua allegate

Dear bertinialessio22, kindly forward the requests to my email address [email protected].

gliele ho mandate, attendo suoi aggiornamenti buona giornata

Thank you very much, bertinialessio22, for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Salve, rimango in attesa di aggiornamenti, buona giornata

Dear bertinialessio22,

My name is Kubo, and I’ll be handling your complaint moving forward.

Could you please update me on the current status of your account? Has the casino responded to your request after you contacted them through the correct email address?

Thank you, and I look forward to your reply.

I would like to invite the QuickWin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear QuickWin Casino,

Could you kindly provide clarification on the current status of processing the player’s request?

Thank you for your assistance, and I look forward to your response.

salve, l’account non è ancora stato bannato e non ho ricevuto nessuna email

Tengo a ricordare che dal momento che feci presenti la prima volta che non riesco a controllarmi dal gioco d’azzardo e chiesi e di essere bannato a tutt’ora continuai a giocare e persi soldi se prima erano intorno a 8400 ora saranno anche di più e vorrei essere rimborsato grazie e spero di porter trovare un accordo con quickwin

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.

Dear bertinialessio22,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavor to complete the verification as soon as possible.

Thank you in advance.

Kind Regards,

QuickWin Casino Team

Dear QuickWin Casino,

I am following up to ask if there are any updates regarding the review of this case. Could you kindly provide a status update?

Dear bertinialessio22,

Has your account been closed already? Please let me know.

Salve, no è ancora aperto e con in withdraw attivo di 800€ quindi spero che mi arrivino i soldi e poi i il ban

Dear QuickWin Casino,

The player has disclosed their gambling problem in emails sent to your casino, and you also have acknowledged this situation in the complaint thread. However, the player is still being allowed to play and deposit into your casino. Could you please explain why this is the case?

I must urge you to take appropriate action immediately and restrict the player's access to their account in accordance with your responsible gambling policy to prevent any further gambling harm.

Thank you.

Dear bertinialessio22,

We would like to kindly apologize for the delay.

We would like to inform you that your account has been closed. 

Our Casino is fully committed to supporting Responsible Gambling initiatives and encourages you to find information about Responsible Gambling at the websites of the organizations below. Apart from professional help, you will also find applications, which, when downloaded, limit your access to gaming.

https://responsiblegambling.org/

https://www.gamblersanonymous.org.uk/

https://www.gamblingtherapy.org/

https://www.betfilter.com/

https://www.gamcare.org.uk/

We wish you all the best for your future activities. 

Kind Regards,

QuickWin Casino Team

Salve, apprezzo che finalmente siate riusciti a chiudere il mio account dopo mesi di richieste, non mi ritengo comunque soddisfatto siccome dopo molteplici richieste tra email e messaggi su telegram spiegando che ho un problema mi avete sempre assecondato/non risposto o invogliandoli a giocare con bonus mi aspetto una parte dei soldi in dientro, intanto ringrazio casino guru per la loro disponibilità e spero riusciamo a trovare un’accordo. Buona giornata

Dear QuickWin Casino,

Thank you for taking action and closing the player's account. However, the fact that this process took more than four months is quite concerning, especially given your stated commitment to Responsible Gambling. Ignoring a player's request for such a long time is unacceptable from our perspective.

Could you please clarify the reasons for this delay? Additionally, could you confirm the exact date when you acknowledged the player’s request to close their account due to a gambling problem?

Looking forward to your response.

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.

Dear all,

Thank you for your patience!

We would like to sincerely apologize for the inconvenience! 

We have sent the customer an email, offering the refund of the losses incurred since the moment of closure request (+24 hours as per the standard procedure). The resulting amount is 404 EUR. The refund is subject to signing a waiver.

We kindly ask the customer to indicate either here or as a reply to our email, whether they agree to the above conditions.

Best regards,

Quickwin team

Salve accetto l’offerta anche se 404€ non è neanche il 10% di quello che ho giocato e perso dal momento che ho comunicato mesi fa la richiesta di chiusura dell’account ringrazio casino guru per il tempo dedicato, scrivitemi se avete bisogno dei miei dati bancari, teoricamente li dovreste già avere. Buona giornata

Dear QuickWin Casino,

Thank you for your refund proposal and for resolving this issue.

Dear bertinialessio22,

Could you please confirm that you have signed the waiver from the casino and received the accepted refund?

Thank you.

Salve non so come firmare la rinuncia per il casino se devo mandare un email dichiarando che accetto la loro offerta e non ho ancora visto i soldi grazie aspetto vostre news

Dear bertinialessio22,

Thank you for your response.

Dear QuickWin Casino,

Could you please clarify the next steps? How should the player proceed in order to receive the refund?

Thank you for your assistance.

Dear all,

Thank you for your patience.

Kindly be informed that we are preparing it and we would contacted the customer on email as soon as possible.

Best Regards,

Quickwin Team

Okay grazie rimango in attessa

Dear bertinialessio22,

I hope you are doing well. Are there any updates? Have you already been contacted by the casino regarding the next steps in the refund process?

Thank you.

Salve non ho ancora nessuna novità

Dear bertinialessio22,

Thank you for your prompt response.

Dear QuickWin Casino,

Could you please share any updates regarding this matter?

Salve mi è arrivata oggi un email dove ho accettato i 404 euro da parte di quickwin, ora sto aspettando i soldi, vi tengo aggiornati! Grazie

Dear bertinialessio22,

We would like to kindly request to provide us the document correctly signed via mail. Thank you for your cooperation.

Kind Regards,

Quickwin Casino Team

Salve, vorrei comunicare che io e quickwin abbiamo risolto ringrazio casino guru per tutto, cordiali saluti!

Dear bertinialessio22,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best Regards,

Kubo