The player from Austria had closed his account due to a gambling problem but faced delays in processing his request, which resulted in a loss of over €2,000 before the account was finally closed. He submitted a compensation request but remained uncertain about recovering his funds. The Complaints Team was unable to assist with retrieving the lost deposits due to a lack of evidence regarding the initial closure request. After failing to respond to further inquiries, the complaint was ultimately rejected.
QuickWin Casino - Player’s account has been closed after a long delay.
Closed
Our verdict
Player stopped responding
Amount: €2,570
QuickWin Casino
Safety Index:Very highCase summary
Discussion
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7 months ago
Translation
Hello. On July 10, 2025, I explained my problem to the support chat at Quick Win Casino, that I have a gambling problem and want to close my account. The lady said I needn't worry and that my request will be processed quickly. My account was only closed today, August 4, 2025. I've since lost more than €2,000, even though I've inquired several times and was always put off. Now, all of a sudden, after several inquiries, my account has been closed. Now all my money is gone. I've submitted a compensation request to the casino, but they only say that the responsible department is dealing with my problem. They're probably just as concerned with that as with blocking my account. It's sad to be so greedy and to exploit the addiction of someone who has already excluded themselves. Now I'm asking for your help to get at least some of it back.
Automatic translation:
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7 months ago
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
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7 months ago
TranslationHello. Thanks for the quick response. I did it via chat, so I don't have any proof of the July request.
I can only send you the email from two days ago. Would that be helpful?
Automatic translation:
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7 months ago
If you do not have any evidence showing that you requested the closure of your account in July, we are unfortunately unable to assist you with retrieving the deposits you lost between your initial closure request and the actual closure of your account on August 4.
You can send the self-exclusion request to me at veronika.f@casino.guru.
