QuickWin Casino - Player’s account has not been closed.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the complete, uncropped email threads between you and the casino’s customer support regarding your repeated self-exclusion requests? My email address is veronika.f@casino.guru. Please make sure to include the entire emails, ideally in .eml format as attachments, rather than cropped screenshots.
• Is your account currently closed, or are you still able to access it?
• In any of your later communications with the casino, did you mention gambling addiction or gambling-related harm, or did you only mention the financial and psychological distress caused by your gambling in your initial request?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika,

Thank you for opening this complaint. I have successfully provided the answers and all requested evidence directly to your email address (veronika.f@casino.guru) to protect my privacy and data security.

To update the public board regarding your questions:

Email Threads: I have sent you the complete, uncropped email threads in official .eml format via email. This includes my original March 24th request and the subsequent June 16th correspondence.

Account Status: The account is currently closed now. However, the casino only executed the final closure after I consulted my legal counsel and threatened a lawsuit to obtain my full transaction data.

Wording of Distress: My initial March 24th request contained an explicit disclosure of severe financial and psychological distress ("deeply distressed... causing me so much stress in my life... want to close forever"). Furthermore, the June 16th waiver the casino sent me proves that their own compliance system recognized me as a high risk responsible gambling liability, yet they continued to accept €55,056.46 in deposits after my initial trigger request.

Please review the .eml files in your inbox so we can move this case forward and allow the casino's compliance team to respond to this multi-month player protection failure.

Best regards,

David

Thank you for your email.

However, it seems that some of the communication with the casino's customer support is missing. For example, I have not received the email containing your response to the casino's question from 25 March regarding whether you wished to confirm the permanent closure of your account or opt for a cooling-off period instead.

Based on the screenshots you uploaded with your complaint, it appears that you did not confirm your decision to permanently close your account, but instead chose to take a four-week break. Could you please confirm whether this is correct?

Also, did you mention gambling-related problems in any of your subsequent conversations with the casino, or did you mention them only once, on 25 March?

Dear Veronika,

Thank you for your review. However, I must strongly reject the implication that I chose to take a "four-week break" or failed to confirm my permanent account closure. The factual timeline and the operator's regulatory obligations tell a completely different story:

The Explicit Trigger on 24/25 March 2026:

My first request on 24 March was clear, unambiguous, and absolute: "I lost so much money recently. I am deeply distressed and tired of gambling, it's causing me so much stress in my life, and I want to close my account forever."

Under standard responsible gambling regulations and the Austrian Gambling Act (GSpG), an operator is legally required to treat an explicit declaration of psychological and financial distress as an immediate trigger for permanent self-exclusion. The casino did not have the right to ignore a distress plea, treat it as an open-ended negotiation, or default my account into a temporary "break" because they decided to send a stall email.

The Casino's Exploitation of the Stalling Period:

Because the casino willfully failed to execute my permanent closure request on 25 March, they left my account open and actively accepted an additional €55,056.46 across 46 separate deposit transactions from a self-declared distressed player.

Repeated Subsequent Demands for Closure:

To answer your second question: no, I did not just mention it once. Over the course of the following weeks, I had to repeatedly chase them down across multiple support tickets (#47030076 and #49374020) begging them to stop taking my money:

5 May: Demanded account closure again.

6 May: VIP Manager Sakis ignored the request and asked for reasons. I replied immediately: "close my account please."

7 May: I escalated in the strongest terms: "I demand you close my account now. Please close my account, thanks."

8 May: I wrote again: "Please close my account."

Illegal Financial Inducements:

Instead of closing my account after these repeated pleas, VIP Manager Sakis offered me a €50 cash bonus as an inducement to keep gambling. Offering financial bonuses to a client who has explicitly disclosed psychological distress and demanded account closure is a severe regulatory violation.

I did not want a break, and I never consented to a break. I requested a permanent closure due to distress, which the casino ignored to profit from my losses. I expect Casino Guru to hold this operator accountable to standard player protection rules.

Best regards,

David

Dear Dejvi42,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.