The player from Germany faced issues with Quicken Casino, as it took months for his account to be closed after his request, resulting in significant losses. Subsequently, he received an email stating that his account had been reopened, leading to further losses. The Complaints Team attempted to engage with him for clarification and additional information but ultimately had to reject the complaint due to a lack of response from him.
QuickWin Casino - Player’s account has been closed and reopened.
Closed
Our verdict
Player stopped responding
Amount: €3,000
QuickWin Casino
Safety Index:Very highCase summary
Discussion
Public
Public
9 months ago
Translation
Quicken Casino - At the end of last year, it took months for my account to be blocked after I requested it. During that time, I lost a lot of money there.
After it was finally closed, I received an email a few months later saying my account was open again. Then I lost a lot of money again.
Automatic translation:
Public
Public
8 months ago
Dear 7Mclovin,
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? Please 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,
Kristina
