The player from Germany filed a complaint against Quickwin for failing to respect his self-exclusion due to gambling addiction. Although he had self-excluded on April 24, 2025, his account was reactivated, enabling him to deposit and lose €402 after requesting account closure, which Quickwin did not act on promptly. He sought mediation from Casino Guru to address his concerns and recover his losses. The complaint was resolved after Quickwin agreed to refund €467 to the player, which was successfully processed following the player's submission of bank details. The player confirmed the resolution, and the case was closed by the Complaints Team.
QuickWin Casino - Player's account has been reopened despite self-exclusion.
Resolved
Our verdict
Case closed
Amount: €402
QuickWin Casino
Safety Index 8.6 HighCase summary
Discussion
Public
Public
3 weeks ago
Translation
I would like to file a complaint against Quickwin, as in my opinion my self-exclusion and player protection have not been respected.
On April 24, 2025, due to my gambling addiction, I excluded myself from gambling at Quickwin. My account was subsequently blocked, which I considered a necessary protective measure.
A few days ago, however, I discovered that my gaming account had been reactivated. I also received a promotional text message with a bonus offer. As someone with a gambling addiction, this message tempted me to gamble again.
On the same day, I initially deposited €140 and lost the entire amount. Immediately afterward, I contacted Quickwin several times via live chat and explicitly stated that I am a gambling addict. At the same time, I demanded the immediate closure of my account. I also sent an email with the same request and reiterated that I had already self-excluded since April 24, 2025.
Despite these clear messages, Quickwin did not respond for several hours. My account remained fully functional. Because I am a gambling addict and my condition worsened during this time, I deposited further amounts and lost these as well. In the end, my deposits and losses for that day totaled €402.
In my opinion, Quickwin should have blocked my account immediately after my first contact with them. The company knew at that point that I was a gambling addict and had explicitly requested immediate account closure. Instead, my account remained active and I was able to continue gambling.
I have since requested that Quickwin permanently close my account and refund the total of €402. So far, I have not received a satisfactory solution.
I request that Casino Guru review this case and mediate between myself and Quickwin. In my opinion, basic player protection measures were not followed, even though I declared my self-exclusion and explicitly informed the casino again of my gambling addiction.
As evidence, I can provide, among other things:
Proof of my self-exclusion dated April 24, 2025.
Screenshot of the bonus SMS.
Screenshots of the live chat.
Copy of my email to Quickwin.
Proof of payment for deposits totaling €402.
Automatic translation:
Public
Public
2 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
2 weeks ago
Hello,
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 we can better determine how to assist you.
- Is your account currently accessible to you?
- 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?
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
Public
Public
2 weeks ago
TranslationHello,
Thank you for your feedback.
Do you currently have access to your account?
Yes. My account is still open and I continue to have unrestricted access, even though since July 3, 2026 I have repeatedly requested its immediate closure via live chat and email due to my gambling addiction.
When were you last able to make a deposit?
My last deposit was on July 3, 2026. Fortunately, I haven't made any further deposits since then. However, due to my gambling addiction, I have no control over my gambling behavior. Although I informed the casino about my addiction several times and requested account closure, I was even able to receive and gamble away a cashback bonus, and my account remained fully functional.
Has the casino responded to your refund request?
No. I haven't received a reply to my emails to this day, even though I've reminded the casino of my requests several times via live chat. The live chat staff are refusing to close my account.
Thank you for your support.
I urgently request assistance, as my account remains fully functional to this day.
Automatic translation:
Public
Public
2 weeks ago
TranslationHello. I wanted to let you know that my account was closed on July 7th after I made another deposit of €65. The operator apparently waited until I deposited more money before closing it.
However, the casino refuses to issue a refund.
Automatic translation:
Public
Public
1 week ago
Dear Joshi777,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
Public
Public
1 week ago
Hello Joshi777,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would also like to invite the QuickWin Casino representative to enter the discussion.
Dear casino representative,
could you please check the case and explain the matter to us? Why was the user's account reopened? Was this a technical issue/oversight?
In case you believe there was an error on the casino's side, please let us know whether you are willing to reimburse all player's losses incurred after the account reopening. In case you do not believe there was an error on your side, please provide us with your view of the issue.
Any additional evidence/information you would like to present us can be sent to martin.l@casino.guru
Public
Public
1 week ago
Dear all,
Thank you for contacting us.
We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.
We appreciate you reaching out to us about this matter.
Kind regards,
Quickwin
Public
Public
1 week ago
Dear casino representative,
thank you for your response, we will be awaiting the results of your review.
Public
Public
1 week ago
Dear all,
Thank you for the patience.
We are happy to return the amount of 467 EUR. To proceed with the refund, kindly provide us with the details of your bank account in the following format:
• Full Name (please include all names including middle names)
• IBAN or Bank Account Number
• BIC
• Bank name & location city
• Country of where bank is
Best regards
Quickwin
Public
Public
1 week ago
Dear casino representative,
thank you for your swift response and your willingness to refund the player.
Dear Joshi777,
thank you for your cooperation so far. Please provide the casino with the requested information, you can post it here in the thread. The message will be set as sensitive and other parties will not be able to view it.
Public
Public
1 week ago
Dear Martin,
Thank you for the patience.
We would like to inform you that the player provided their bank details via email, and the refund has now been successfully completed.
Kind regards,
Quickwin
Public
Public
1 week ago
Dear casino representative,
thank you for your response and swift updates throughout this complaint. We will now await the confirmation from the player.
Public
Public
1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Joshi777,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Martin
