QuickWin Casino - Player’s account is closed and funds are confiscated.

Guten Tag,

das Casino QuickWin hat mich mittlerweile um 30.000€ betrogen und mittlerweile mein Konto geschlossen nachdem ich das höchste VIP Level erreicht habe. Auf Anfragen warum bekomme ich nur als Antwort: Wurde vom Administrator so vorgegeben. Eine Begründung für die Schließung habe ich bis heute, trotz mehrfacher Nachfrage nicht erhalten und empfinde das als Zensur.

Für Ihre Unterstützung wäre ich Ihnen sehr dankbar.

Mit besten Grüßen.

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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.

• What types of games did you play to accumulate your balance of €30,000? Was this balance available in your account at the time the casino closed it?
• Did you accumulate your winnings with or without a bonus?
• Have you made any successful withdrawals from this casino before?

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,

Veronika

Guten Tag,

ich habe über einen längeren Zeitraum überwiegend Ramses Book Respin of Amun Re gespielt. Die 30.000 € und mehr wurden mir hier sukzessive abgezogen. Es kam zu einigen wenigen kleinen Auszahlungen. Ein Bonus war hier nicht mehr aktiv und das Geld auch nicht auf dem Konto. Dennoch wurde dieses Konto ohne Angabe von Gründen gesperrt und es wird sich weiterhin geweigert, das Konto wieder zu eröffnen, mir eine Begründung für die Schließung zu nennen und auf meine E-Mails zu reagieren.

Mit besten Grüßen

Ronny F.

Dear Pupsi145

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,

Veronika

Hello Pupsi145,

I apologize for a late response and 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 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? Please provide us with evidence regarding the account block at martin.l@casino.guru. Thank you in advance for providing us with your view of the issue.

Dear Pupsi145,

We wanted to let you know that we’re currently reviewing the matter you raised.

At this stage, we’re looking through the relevant information, and once we have an update or reach the next step, we’ll be sure to let you know.

Thanks for your patience while this process is ongoing.

Best regards,

QuickWin Casino

Dear casino representative,

thank you for your response. We will be awaiting the results of your internal investigation.

Dear All,

We are writing to provide an update following our review of the account status.

After careful consideration of the matter and a thorough internal review, we have been informed that the decision to close the account will remain in effect. This action has been taken as a final administrative decision.

Please note that our team is unable to provide further details regarding the specific internal criteria used for this determination. Consequently, the account is no longer eligible for reinstatement.

Therefore, we would like to take this opportunity to remind you of an important point included in our Terms and Conditions, which apply to all users registered on our platform:

3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

We appreciate your understanding in this matter.

Kind regards,

QuickWin casino Team

Dear parties,

upon further inspection, do I understand correctly, that there were no remaining funds on the player's account at the time of closure? In case the entered disputed amount of 30 000 EUR was confiscated however, we will of course continue the resolution process.

Guten Tag,

es ist richtig, dass zum Zeitpunkt der Schließung kein Guthaben auf dem Konto gewesen ist. In Anbetracht der Tatsache, dass das Konto wohl bemerkt IMMER NOCH OHNE BEGRÜNDUNG geschlossen wurde, was einer Zensur gleicht und mir damit die Möglichkeit genommen wird die Verluste zurückzuholen und in Anbetracht der Tatsache, dass das anbieten der Website in Deutschland illegal ist (wie ich im Nachhinein erfahren habe). Handelt es sich hier um einen Betrug und ist somit strafbar. Jegliche Unterstützung hierbei wäre ebenfalls strafbar. Daher bitte ich um Durchsetzung meiner Forderung!

Dear Pupsi145,

I understand that the account closure was frustrating and that the lack of explanation from the casino felt unfair. However, based on the information confirmed in this case, there were no remaining funds on your account at the time it was closed. The amount mentioned in the complaint was not confiscated, as it had already been wagered or withdrawn before the closure took place.

Because there were no unpaid or withheld funds, the casino was within its rights to close the account, even without providing a specific reason, as allowed by its Terms and Conditions.

While this type of decision can certainly feel unsatisfactory from a player’s perspective, Casino Guru is only able to continue mediation in cases where an active balance has been withheld.

For this reason, we are unable to pursue this complaint further and the case will have to be rejected. This does not necessarily mean your concerns are invalid, but they fall outside the scope of what we can resolve through the complaint process.

Thank you for your understanding.

Martin