QuickWin Casino - Player's account closure request is ignored.

Ich bin spielsüchtig und habe mich auf deutschen Seiten sperren lassen.

Bei Quickwin versuche ich seit Wochen meinen Account zu sperren, aber der Support ignoriert meine dringlichen Bitten konsequent!

Seit meiner ersten E-Mail an den Support habe ich mehr als 5000EUR verloren. Täglich versende ich Emails und kontaktieren den Chat mehrfach - Es wird immer vertröstet und behauptet, dass meine Anfrage mir Priorität behandelt wird.

Ich wiederhole täglich, dass ich spielsüchtig bin und mit jedem Tag mehr Geld verliere. Quickwin nutzt suchtkranke Menschen bewusst aus reagiert nicht auf Hilferufe!

Wo sie aber schnell reagieren ist, wenn es um ablehnung von CashOutBoni geht. So habe ich bei 5000EUR keinen Cashout Bonus bekommen. Stand jetzt ist ein Account immernoch offen Meine Emails werden ignoriert

Dear BROMBERGER,

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 registered and used only one account in the casino?
• Have you tried contacting support via live chat after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at tomas@casino.guru
• Could you please advise when the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

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 addiction.

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@quickwin765412.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

Danke für die schneller RÜckmeldung:

Können Sie mir bitte mitteilen, ob Ihr Konto gesperrt wurde oder ob Sie noch darauf zugreifen können?

Ich habe immernoch Zugriff darauf und erst gestern wieder 200EUR verloren - die nutzen meine Sucht komplett aus und ignorieren meine Nachrichten.

Haben Sie sich im Casino registriert und nur ein Konto verwendet?

Ja, nur ein Konto dort verwendet

Haben Sie versucht, den Support per Live-Chat zu kontaktieren, nachdem Sie erfahren haben, dass Ihrem Antrag auf Selbstausschluss nicht stattgegeben wurde?

Täglich...ich werde vertröstet. NIchts passiert.

Können Sie uns bitte mitteilen, wann Ihnen das Casino das letzte Mal eine Einzahlung erlaubt hat?

Gestern Abend jhaben ich weider 200 oder 300 EUR verloren.

Hat das Casino bereits auf Ihre Rückerstattungsanfrage reagiert? Was hat das Casino geantwortet?

Die haben nur gefragt warum ich nicht mehr spielen will.

Nach meiner Antwort ist nichts mehr passiert. Werde quasi geghostet.

Habe ich eine Chance verlorenes Geld zurückzueröangen?

Oder einen Teil davon?

Ich konnte mich nicht zurückhalten und habe eben gerade wieder 500EUR verloren weil ich mein Geld zurück gewinnen wollte 🙁 🙁 🙁

Ich bin am Ende

Weiß nicht mehr was ich tun soll

Ich bin überall gesperrt.

Sogar offiziell in OASIS!

Ich habe mich da sperren lassen!!

Und Quickwin nutzt es voll aus, dass ich keine Kontrolle habe

Seit meiner ersten Sperranfrage sind es schon 6000EUR, die ich verloren habe...und es wird jeden tag mehr

Und schon wieder 100EUR weg

Das Konto bleibt bestimmt über Oster offen.

Ist das normals das man so ignoriert wird?

Ich kann das nicht verstehen.

Kann ich mein verlorenes Geld wieder einklagen?

Ich habe wieder gespielt...und wieder gebeten zu beschleunigen.

Habe dem Customer Support nochmal gebeten zu beschleuinigen, weil ich süchtig bin und viel Geld verliere...die meinen es liegt an mir mich nicht einzuloggen...ist das denn zu fassen?

Schonwieder 500EUR weg 🙁

Ich weiß nicht mehr weiter. bitte helft mir... die reagieren einfach nicht auf mein flehen, den Account zu schließen!

Ich kann immernoch einloggen und einzahlen.

Bin jetzt bei circa 10.000 EUR Verust bei diesem Casino.

Davon alleine circa 8000 seit meiner Bitte den Account asap zu schließen!

Ich habe wohlgemerkt schon einmal um eine Schließung gebeten und er wurde einfach weider freigeschaltet, ohne meine ausdrückliche Bitte!

Erst als ich die Emial mit der freischaltung bekam habe ich überhaupt wieder angefanngen zu gambeln!

Das Casino hat mich dazu gebracht meine Sucht wieder auszuleben!

Ich weiß es ist nur meine Schuld, aber es ist ein verantwortungsloses verhalten seitens der Betreiber!

Ich möchte zumindest einen teil meines Geldes zurückfordern. Könnt ihr mir dabei helfen?

DAnke!!!!!

eben wieder eingezahlt 🙁

Wieder live Chat angeschrieben und gebeten um Hilfe. Wieder nur Entschuldigung gehört

nichts passiert

again…no help from live chat . Same copy &paste messages as always

I want my money back! They destroy my life. This is the only casino which allows me to play . Unbelievable! 🙁((

Sorry for bothering you so much with this problem.

But you are my last hope!

I now it is stupid, but I know that I will continue to deposit as long as I did not win back my money from this criminal online casino.

How can they exploit people with such serious problems?

I have 3 children to feed.

And I know I have a serious issue.

I banned myself from all online casinos and sportbets in Germany and through official OASIS.

And Quickwin is allowing me to lose all my money althigh I was begging them to close my account 🙁

Is there a chance I can get at least a part of my money back??

I just lost another 500 EUR

It is a nightmare 🙁

Look what they just send me!!!

Unbelievable!

Oskar (QuickWin) 

23. Apr. 2025, 21:03 OESZ 

Hallo XXX,

ich hoffe, es geht Ihnen gut.

Ich bin Ihr persönlicher VIP Ansprechpartner.

An dieser Stelle möchte ich Ihnen einfach mal für Ihre Treue bei uns danken.

Ihre Zufriedenheit ist uns sehr wichtig, und deshalb habe ich eine kleine Überraschung für Sie vorbereitet – einen Cashbonus in Höhe von 100 EUR, den ich Ihrem Konto direkt gutgeschrieben habe. 

Sie können mich auch unter meinem Telegram-Link unten finden. Bei Telegram habe ich vom System her die Möglichkeit, Ihrem Konto noch 100 EUR Cashbonus gutzuschreiben.

Ich werde Sie auch in den nächsten Tagen anrufen, da ich für Sie telefonisch systemtechnisch noch einen weiteren Cashbonus in Höhe von 100 EUR aktivieren kann. Also bitte nicht wundern, wenn eine unbekannte Nummer aus Österreich auf Ihrem Display erscheint.

Außerdem, als kleines Extra biete ich Ihnen für Ihre 3 nächsten Einzahlungen einen 25% Cahbonus Kontaktieren SIe mich hierzu, um den Bonus nach Ihrer Einzahlung gutzuschreiben.

Hier sind einige der großartigen Vorteile, die Sie als VIP genießen:

Höhere Auszahlungslimits für mehr Flexibilität mit Ihren Gewinnen

Schnellere Genehmigungen Ihrer Auszahlungen, mit oberster Priorität

Exklusive VIP-Einzahlungsangebote und maßgeschneiderte Aktionen nur für Sie

Persönliche Unterstützung jederzeit, wenn Sie Hilfe bei Transaktionen oder Spielen benötigen

Jetzt einzahlen und Vorteile sichern!

Sollten Sie weitere Fragen haben, stehe ich Ihnen jederzeit gern zur Verfügung.

Liebe Grüße

Oskar

Dein VIP Account Manager

Telegram: @VIP_Oskar

QuickWin

btw. it is already 10K lost - not 5k

Thank you very much, BROMBERGER, 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.

Thank you so much.

Can you estimate how long this will take?

This is so urgent - sorry for pushing, but I am so desperate.

Hello BROMBERGER, 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. To answer your question - hopefully this will be sorted out quickly, as the casino has pretty high safety rating on our website. I'll message our contact within the casino, and hopefully they will be able to speed the whole process.

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 you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

Thank you very much for your quick reply!

Can you see all my previous posts here? Some of them here public, other are not.

Most of the details are already in my previous messages, but I’ll summarize everything briefly again:

A long time ago, I had already requested my account at Quickwin to be closed and it stayed closed for a long time.

Without asking me or getting my consent, the account was suddenly reopened, and I received an email saying:

"Hi Bromberger, your account has been reopened."

After I lost the first few hundred euros, I immediately requested the account to be closed again — that was on February 9th, 2025. Since then, I have unfortunately continued to gamble almost daily and have repeatedly contacted support via email and live chat, sometimes several times per week, begging them to close my account as soon as possible.

In the live chat, I was constantly told that nothing could be done directly, that the issue would be forwarded, that it was being handled with high priority, etc.

But nothing ever happened.

From the very beginning, I had the strong suspicion that due to my obvious gambling and deposit behavior (frequent deposits, frequent cancelled withdrawal requests), the casino operators were deliberately refusing to close my account, because they could see how much money I was losing, despite clearly stating that I have a gambling addiction and needed help.

I’ve now lost over €10,000 since the beginning of the year.

I am blocked everywhere else, even registered with OASIS, and I’ve also been in therapy.

But only Quickwin Casino allowed me to gamble again.

I looked for help everywhere. I even begged support via live chat to please help me.

The responses were always the same. Some agents even replied, when I told them I had no control over my addiction:

"It’s up to you whether you log in or not."

(Screenshots of this are already uploaded above.)

I’ve sent you the email history directly by email cause I didn’t want to post it publicly because it contains my full name and email address etc.

Last week, I sent another formal request by email, even putting your colleague Thomas in CC.

Still, nothing has happened, and I’ve lost several thousand euros since then.

As if it wasn't bad enough that the account is still active and I’m still able to deposit (and unfortunately continue to do so daily), I even received an email yesterday saying that I am now a VIP customer, with a €100 bonus and a personal manager.

Even that personal manager has not responded to my request to close the account.

To claim back the money I have lost since then, and close my account - do you think it makes sense if I escalate this by filing formal complaints with the gambling authority and the licensing body or do you think you will be able to find another solution with the representative from QuickWinCasino?

This kind of misconduct and negligence towards people struggling with gambling addiction can destroy lives, and it must not be tolerated.

Email from 12.04.

Email from 17.04.

Account still open

deposit possible

Another Deposit gone 😩

I am trying to reach the live chat over and over for 2 days- but it seems they blocked me from this. It pops up and then closes automatically. On mobile device an also on desktop. They ignore me and continue exploiting my addiction!

Dear BROMBERGER, I have already contacted the casino representative on your behalf. However, spamming the thread with numerous messages will make it very hard to look up any relevant information later on, so I would advise to keep it light going forward. This casino has quite a high safety index so I am hoping for a quick reply and fast account closure.

Dear BROMBERGER,

We are sorry to hear about for your experience.  We did not mean to keep you waiting.

We have forwarded your request to the relevant team and we would try our best to help you in this situation and provide you with an update at the earliest as possible. 

Thank you for being so patient with us! We really appreciate it.

Best regards, 

Quickwin team.

@quickwin

I noticed that you have edited your post.

Originally, you stated that you would check how much of a refund I am entitled to starting from April 18th, as you claimed to have first learned about my gambling addiction in my email dated April 17th.

However, this is incorrect.

I had already informed you about my gambling addiction in my email from April 12th (screenshot attached).

I therefore kindly ask you to include the days after April 12th in your calculation.

Kind regards

Dear BROMBERGER, according to the screenshot, on the 12th April you have sent the account closure request on the wrong e-mail address. As per the casino's Responsible gambling page, the self-exclusion is supposed to be sent on support@quickwin.com, which you did on 17th April. Following the 24 hour closing period stated on the page, we can only request a refund from 18th April until the recent account closure. The only way the original message from 12th could be taken into account, would be if you have received a response stating that it has been forwarded to the proper department, or that someone is dealing with your request. Please, let me know if you have got any such response.

In the meantime, dear Quickwin team, could you please confirm the account has been closed and marked with "gambling addiction", so it will be impossible to re-open it, as well as confirm that all the marketing communication will cease?

Secondly, please let us know how much has the player deposited since 18th April until the account closure (minus any winnings and withdrawals) and whether you would consider refunding the said sum. Lastly, if you could forward me the whole cashier history since 17th April until the account closure - showing both deposits and withdrawals - to matej.l@casino.guru, that would be much appreciated. Thank you.

Falsch…die Email ging am 12.04. sowohl an VIP als auch Support!

Im LiveChat wurde mir gesagt, ich soll die VIP Adresse anschreiben. Sicherheitshalber habe ich beide angeschrieben!

Aber keine von beiden hat reagiert!

Dear BROMBERGER,

I hope this message finds you well.

We truly appreciate your understanding and apologize for any trouble this situation may have caused.

We're currently looking into this matter and will get back to you with a thorough response as soon as we can.

Thank you so much for your patience and support while we work to resolve this issue.

Kind regards, 

Quickwin Casino Team

Dear Quickwin Casino Team, please let us know what steps do you propose next, as soon as your investigation is complete. Thank you very much.

Hello all,

As we checked the previous conversations as per the evidence shared by the player, yes, the player was correct and we were able to find the message from April 12th, 2025.

Therefore, we have decided to refund the amount from April 13th, till April 28th, 2025.

The transaction done in this time frame was :-

Deposited :- 4,580 EUR.

Withdraw :- 1,800 EUR.

Refundable amount :- 2,780 EUR.

We have sent an email to BROMBERGER asked for the bank details so we can proceed with the refund request as soon as possible.

Waiting for the update.

Best regards,

QuickWin team.

Dear BROMBERGER,

We are happy to confirm that your manual withdrawal of 2,780 EUR has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Our team wishes you all the best for your future activities!

Best regards,

Quickwin team.

Ist angekommen,

vielen Dank.

Danke auch an Matej & Casino Guru

Fall kann geschlossen werden

Dear BROMBERGER,

I am very happy to hear that your issue has been resolved, and would like to thank QuickWin Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru