The player from Germany files a complaint against Quickwin for failing to respect his self-exclusion due to gambling addiction. Although he 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 seeks mediation from Casino Guru to address his concerns and recover his losses.
QuickWin Casino - Player's account has been reopened despite self-exclusion.
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6d 21h 41m 58s
QuickWin Casino
Safety Index 8.8 HighCase summary
Discussion
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3 days 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:
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2 hours 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.
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2 hours 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
