The player from Germany faced ongoing issues with a casino that refused to close his account despite his multiple requests. He struggled with gambling addiction and sought assistance in closing his account and recovering lost funds. The Complaints Team confirmed that the casino had since closed his account after a properly submitted self-exclusion request. However, due to an earlier request being sent to an incorrect email address, the player was unable to seek a refund for his losses. The complaint was ultimately rejected, and the team provided resources for responsible gambling and professional help.
QuickWin Casino - Player's account closure request has been ignored.
Closed
Our verdict
Other
Amount: €8,000
QuickWin Casino
Safety Index 9.2 Very highCase summary
Discussion
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11 months ago
Translation
Hello dear Casino Guru team.
My name is Matthias and I have suffered from extreme gambling addiction for many years and I have finally managed to get professional help. Unfortunately, I have gambled away so much money in my life that I can't even count it all. Unpaid bills, nothing to eat, no money left in my pocket - a very oppressive feeling. Luckily, I am banned from public arcades and casinos. Unfortunately, there is still one casino where I can still deposit money, even though I have tried several times to close my account. At every other casino where I wanted to have myself permanently banned, it worked without any problems via live chat. I have tried several times via live chat and was always asked to write an email to support, unfortunately all to no avail. Unfortunately, the only proof I have is an email I sent on August 5, 2023 in which I asked for my account to be closed and there was no response. The email is attached below. Since then, I haven't played at any other online casino except Quickwin, and unfortunately, I can't see exactly how much money I've lost since then, but it's not a small amount. (Unfortunately, I can't see the history in the casino, but I could add it all up in my bank account.) Perhaps you can help me with my last hurdle to ending my torment. Every time I get paid, I simply can't help it and I become weak. If I didn't withdraw some money from my account before I go home, it would all be gone in one evening, unfortunately. It would also be great if I could get at least some of the money back; that would be great for my therapy, and I could pay off so many outstanding bills that the money was actually intended for. I am at your disposal for any questions you may have. With hopeful regards, Matthias ****
Edited by a Casino Guru admin
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11 months ago
Dear Matze1978,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with QuickWin Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise whether your account has been blocked or if it is still accessible to you?
- Have you tried contacting support after you learned your self-exclusion request wasn't granted?
- Could you please advise when was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
If your account is still open, I would recommend that you send another request, but this time, include me in the copy of your email.
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings QuickWin Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@quickwin.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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11 months ago
TranslationHello dear Thomas
Thank you very much for helping me.
Sorry for the late reply, my depression had me completely under control again.
I can still deposit and play; my last deposit was on May 30, 2025. Account details for all deposits are available.
I have tried several times to close my account via live chat and was always referred to support
I didn't try to close my account through support.
I will take the sample letter from you.
My question is how do I request a refund and is that even possible after self-exclusion? If so, I will of course act immediately.
Kind regards, Matthias
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11 months ago
Thanks for your reply.
Again, if your account is still open, I would recommend that you send another self-exclusion request, but this time, include me in the copy of your email.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings QuickWin Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@quickwin.com (include me in the copy at tomas@casino.guru)
If you haven't requested a refund of your deposited funds due to failed player protection, I would recommend you confront the casino regarding the issue by explaining that you informed them about your gambling addiction on 5/8/2023 first. You may also refer to the evidence you have and the complaint you submitted here. Let me know how they respond.
I apologize for the inconvenience and the late response.
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10 months ago
TranslationHello dear Thomas
I have just sent an email to support and attached it to the email. I hope I did everything correctly.
Unfortunately, I lost my remaining money again on 01.07.20.25.
Luckily, I managed to pay the most important bills beforehand.
LG Matthias
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10 months ago
Dear player,
- Has the casino closed your account?
- Have you received a reply to your request for a refund?
If possible, would you be able to share the response you received to my email at tomas@casino.guru
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10 months ago
TranslationHello dear Thomas
Luckily, my account was finally closed.
My refund has not been processed yet.
I have forwarded the email I received to you,
Best wishes and have a nice weekend
Matthias
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10 months ago
TranslationHello dear Thomas
Should I contact the casino again for a refund or are there other solutions?
Kind regards and have a nice weekend
Matthias
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10 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) 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.
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10 months ago
Hello Matze1978, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of QuickWin Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
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10 months ago
Dear Matze1978,
We confirm that your Quickwin Casino account has been permanently closed as requested, and no further access will be permitted. We take all responsible gaming concerns very seriously, and we appreciate you taking this step.
We would also like to inform you that we are investigating the case and we will come back with updates regarding the matter as soon as possible.
Thank you so much for your patience and your cooperation!
Best regards,
QuickWin casino team
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10 months ago
TranslationHello dear Quickwin team, thank you very much for the very quick reply.
Kind regards, Matthias
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10 months ago
TranslationHello dear Matje, I'm very happy too, thank you very much.
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10 months ago
Dear Matze1978,
Thank you for reaching out and sharing your concerns.
After carefully reviewing our communication archives, we were unable to locate any email or message from your side dated around 08.05.2023 requesting the closure of your account. We understand the importance of such requests and take them very seriously; however, without a traceable request on file from that period, we could not proceed with any action at that time.
The first documented communication we received from you via e-mail regarding closure request was on 06.07.2025, in which you expressed concerns related to gambling addiction and explicitly requested the closure of your account. In accordance with our responsible gaming policies, your account was promptly closed within 24 hours of receiving that request.
We are committed to ensuring a safe and responsible gaming environment and deeply regret any frustration this situation may have caused.
Thank you for your understanding.
Kind regards,
QuickWin casino team
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10 months ago
I would also like to thank the QuickWin Casino team for quickly looking into this issue for us.
Dear Matze1978, upon further checks, I have noticed you have sent your original self-exclusion request from 8th May to the wrong e-mail address. In the screenshot the support@quickwin765412.com is visible, while the correct one is support@quickwin.com. I believe this is the reason for the casino not acting earlier, only once you have sent the second request as prompted by my colleague Tomáš, since this message has been sent to the correct address.
Because of this we won't be able to ask for any refund, sine your account has been closed within 24 hours of your proper request, and as you mentioned yourselves, all the money were gambled away before that. Unless there is more evidence I am not aware of, or you have something else you would like to discuss, I will have to reject this case as there is not much else to do.
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10 months ago
TranslationHello dear Quickwin Team and Matej
Unfortunately, that's not good news. I also think it's a shame to compare gaming addiction with frustration, but hey, that's the business of addiction.
I copied this email address from the live chat on that day.
Furthermore, I tried more than once to close my account via live chat and always copied the email address suggested to me. Unfortunately, I only have this one email from 2023 as proof.
It's logical that nothing will arrive if you give the wrong email address in the live chat.
I would like to ask the Quickwin team to provide me with a complete list of my deposits and withdrawals.
If you had looked at my gaming history you would see that this was not normal. I hardly ever managed to cash out when I did win. Driven by the addiction and at the start of every month with the great hope of somehow getting the lost money back to pay the bills, I only lost more!
I deeply regret your decision; it makes me very sad. It would have been so nice to get some of the money I lost back for my therapy. I didn't write this email for fun or out of frustration, but because I have serious problems with gambling addiction.
LG
Edited by a Casino Guru admin
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10 months ago
Dear Matze1978, thank you for the further details. While I feel for you and understand the struggle, unfortunately due to the aforementioned reasons, this complaint will now be rejected, and I am truly sorry we could not be of more help on this occasion.
But before you go, I would like to make you aware of A free app BetBlocker (https://betblocker.org/de/) that you can install onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. Ideally, have a family member or a trusted friend to set up the password in your stead, for maximum protection when online.
Also, if you need additional, professional help, if you e-mail me your town of residence at matej.l@caisno.guru, I can check the list of professional help available in your vicinity - either online or in person - depending on your preference. You don't have to go through this on your own. Help is available, you just need to make the first step.
Best regards,
Matej
Casino.Guru
