The player from Spain alleged that Quickwin manipulated withdrawal limits, ignored his closure order, and violated his self-exclusion related to gambling addiction. He reported a significant financial loss of €26,118 and an additional €16,150 in deposits after the casino reactivated his account despite acknowledging his addiction. He demanded a full refund. We asked the casino to provide the refund calculation and the player’s full deposit and withdrawal history, but it only gave brief holding replies and no substantive evidence. As the casino failed to cooperate and no thorough investigation was possible, we closed the complaint as unresolved.
QuickWin Casino - Player's account is closed due to self-exclusion violation.
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Current status
Waiting for Casino Guru to reply
6d 23h 56m 23s
QuickWin Casino
Safety Index 7.8 Above averageCase summary
Discussion
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2 months ago
Translation
Quickwin manipulated withdrawal limits, ignored a closure order, and violated self-exclusion for addiction (Ticket 49859652)
I am filing this formal complaint against the operator Quickwin for gross negligence, predatory marketing, and systematic violation of international Responsible Gaming protocols. I gave the casino a 72-hour period for an amicable resolution, which expired today with their silence, forcing me to escalate the case to public mediation. The proceedings consist of two continuous operational phases:
Point 1 (First Phase 2024-2025): I requested the permanent closure of my account due to unsustainable losses. The casino, through its VIP manager (Louis V.), ignored my request, employing aggressive retention tactics and offering me a €50 bonus to force me to reactivate my account. During this period, I accumulated a considerable winnings balance, reaching €80,000. At that point, the casino unilaterally downgraded my VIP status with the sole purpose of restricting my daily and weekly withdrawal limits. This technical manipulation artificially froze my funds to psychologically wear me down, forcing me to lose both my winnings and my deposits. Following this commercial abuse, I decided to irrevocably close the platform, explicitly disclosing my serious gambling addiction. The certified net loss for this tranche is 26,118 euros, to which will be added between 3,000 and 4,000 euros in additional credit card charges currently under internal audit by my bank.
Point 2 (Recent Segment 2026): The casino formally acknowledged my addiction through written communication from their agent, Sonia (dated 08/03/2025), confirming a complete account block for health reasons. However, after a year of inactivity, the casino reactivated my account by sending me a promotional bonus. This critical system failure caused an immediate relapse, allowing deposits totaling €16,150 in one week (€12,150 via debit card and €4,000 via credit card).
The casino is currently conducting an internal investigation under Ticket 49859652. I have attached screenshots of emails from Sonia and Louis V., the reactivation bonus record, and bank statements. I demand a full refund of €16,150 due to the self-exclusion error and fair compensation for the previous portion due to unfair business practices.
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2 months 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.
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2 months 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 I can better understand the situation.
- Is your player's account no longer accessible?
- Was there any process necessary to reopen your account after the casino sent you a bonus offer? Did the casino send you the advertisement to the email address associated with your original account?
- When did you contact the casino asking for a refund? When was the last time the casino was in contact with you regarding the issue?
- Could you please share with me your recent communication with the casino regarding the refund? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
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2 months ago
TranslationGood afternoon, I have sent you an email with the information you requested and what I believe may be important. Thank you in advance.
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2 months ago
Dear emilioe9,
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, Igor (igor.p@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
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2 months ago
Dear emilioe9,
My name is Igor and I will be assisting you with your case.
I am sorry to hear about your problem with the QuickWin Casino and I hope that together we will come to a successful resolution of your issue.
Now I would like to invite a QuickWin Casino representative to join this conversation and participate in resolving this complaint.
Dear QuickWin Casino,
Could you possibly provide additional information regarding the issue and clarify the situation?
I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance for providing the information.
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2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 months ago
TranslationDear Igor and Casino Guru team,
I am compelled to intervene publicly due to the complete lack of response from the operator QuickWin on the public panel of this ticket. I don't know if they have responded privately. I am issuing a final ultimatum before the legal deadline for this complaint expires. I demand an urgent human review by the administration for a clear case of ongoing contractual fraud within Spanish territory.
The casino maintains absolute silence in the mediation because it knows perfectly well that it has no possible legal or contractual defense against the irrefutable evidence that is privately uploaded to this file:
The official corporate document signed by agent Sonia in March 2025, where the casino accepted my permanent closure and subsequent self-exclusion due to health and gambling addiction, securing a non-negotiable portion of 16,150 euros net that were accepted in violation of their own responsible gambling contract.
The evidence from the previous year demonstrates the original permanent closure of my account, which was illegally reopened through serious malpractice by VIP Manager Louis, carrying over the old tranche of 26,118 euros.
We are contributing to this public thread a piece of evidence that is destructive to the operator's reputation: the Official Final Resolution of the Ministry of Consumer Affairs of the Government of Spain, which formally condemns the parent company ADONIO NV to a fine of FIVE MILLION EUROS (€5,000,000) and absolute disqualification for operating clandestinely, illegally and without a license in Spain, flagrantly violating the protection of vulnerable users.
Having operated in absolute defiance of a state order for immediate cessation, the gaming contract is null and void. I am giving the operator one final, strict deadline to either enforce the agreement or resolve this matter privately before taking the next, and possibly final, step. I await your support instructions to keep this case open until its final resolution.
Sincerely,
Emilio
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2 months ago
Dear all,
I have tried to contact the casino representative outside of this thread in order to provide any and all evidence regarding this complaint.
Since QuickWin Casino is highly rated and has responded to all complaints so far, there is a significant chance that this case will also be resolved accordingly.
Therefore, I will reset the timer for the casino for the last time.
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1 month ago
Dear all,
We kindly inform you that we are checking on the matter and we will have updates for you as soon as possible.
Thank you for your patience and understanding.
Best regards,
QuickWin Team
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1 month ago
Dear QuickWin Casino,
Thank you for your response and for informing us that you are looking into this case.
Please reply when there is any update regarding this complaint.
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1 month ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 month ago
TranslationI appreciate the follow-up from Igor and the Casino Guru team.
All relevant documentation and evidence related to this claim was submitted at the beginning of the claim and remains available for review.
I take note of the extension granted to the operator and await their final response regarding the facts presented in this file.
Thank you so much.
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1 month ago
TranslationI am grateful once again for the follow-up from Igor and the Casino Guru team.
Seeing that the deadline given to the operator has already passed and that the case remains open, I wanted to ask if there is any update on the status of the claim or if the casino has provided any response to Casino Guru.
I await any updates. Thank you very much.
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1 month ago
Dear all,
We truly appreciate your patience.
We would like to inform you that the request has been forwarded to the relevant team. Once there is any update you will be informed immediately.
Best regards,
QuickWin Team
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1 month ago
TranslationI sincerely appreciate the update provided by the QuickWin team, as well as the constant mediation of Igor and the entire Casino Guru team in this matter.
I note that your request has been forwarded to the relevant department for review. Given the time that has elapsed since this claim was filed, I trust that this review will lead to a final decision on the merits of the case as soon as possible.
My intention remains to collaborate in a completely transparent manner with both parties to facilitate an amicable resolution of this case.
I await any updates. Thank you very much.
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1 month ago
Dear QuickWin Casino,
As I mentioned in my previous message, thank you for informing us that you are reviewing this case.
If there is anything the player or I can assist you with, please let us know.
Please also note that it has been more than a month since I initially invited you to participate in this complaint.
Therefore, I expect you to provide any and all relevant information before the current timer expires.
Additionally, please note that the complaint timer should be respected. If responses continue to be provided only close to or after the deadline, we will shorten the response time.
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4 weeks ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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4 weeks ago
TranslationThank you, Igor, for continuing to handle this claim.
I would like to point out that this claim has been in process for several weeks now, as mentioned in the last contribution last week.
During this time, several extensions have been granted and some of the meters have even expired without the operator providing an answer on the substance of the matter, limiting themselves so far to indicating that the review continues.
I understand that certain internal checks may require time, but I believe that, after all the extensions granted, it should now be possible to communicate a clear and definitive position regarding the facts presented.
I trust that this new deadline will finally allow this review to be concluded with a substantive response from the operator.
We remain at your disposal.
Greetings,
Thank you so much.
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4 weeks ago
Dear emilioe9,
Thank you for the patience.
We would like to inform you that we have contacted you via email. Please check it when possible.
Best regards,
QuickWin Team
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4 weeks ago
TranslationDear Igor and QuickWin team,
I confirm that I have received the email sent by the operator with a refund proposal of 5,000 EUR.
I appreciate that an offer was made after the case review. However, I believe that this amount does not reflect the main subject of my claim, as the losses corresponding to the second period, after the account reopening (which is the main subject of this claim), amount to €16,150 and have been duly documented throughout the proceedings.
The above refers only to the second part of the claim, without prejudice to the circumstances already explained regarding the first period, which I believe should also be taken into account in order to reach a comprehensive and fair resolution.
Therefore, I have already responded to the operator by email requesting an explanation of the calculation performed and reiterating my willingness to reach an amicable and definitive solution.
Thank you very much, Igor, for your mediation and for the time you dedicated to this case. I await the operator's response.
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3 weeks ago
Dear QuickWin Casino,
Could you please clarify how the refund amount of €5,000 was calculated?
Additionally, could you please forward me the player's complete deposit and withdrawal history?
Thank you in advance.
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2 weeks ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 weeks ago
TranslationDear Igor,
Thank you so much for continuing with the mediation and for the time you are dedicating to this case.
I would like to express my concern regarding the progress of the proceedings. After more than two months of mediation and several extensions granted to the operator, QuickWin has still not responded to the essential questions raised, particularly regarding the calculation used to justify the offer made and the complete history of deposits and withdrawals that you requested.
Throughout this entire process, I have responded promptly to every communication, provided all the required documentation, and consistently demonstrated my willingness to reach an amicable solution. However, the procedure remains stalled.
I trust that the operator will finally be able to answer the outstanding questions so that the mediation can move towards a definitive resolution of the case.
Thank you again for your help and dedication.
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1 week ago
TranslationDear Igor, esteemed QuickWin representative,
First of all, I want to thank you again, Igor, for the time and follow-up you are dedicating to this case.
I would like to express my concern about the progress of this mediation. The process has been open for over two months now, and after receiving the operator's proposal, I responded in detail almost two weeks ago. Since then, I have not received any further communication by email, and the operator has neither responded to the questions raised in this thread nor provided the information you requested.
Furthermore, another deadline has passed without a substantive response from the operator. I understand that these types of procedures can take time, but I am concerned that deadlines continue to expire without real progress and without effective participation from the operator, which is considerably prolonging this mediation.
My intention remains to resolve this matter amicably through Casino Guru, as I believe this is the best course of action for both parties. Therefore, I would appreciate it if the operator would finally address the outstanding questions and if this repeated lack of response could be taken into account when assessing the progress of the proceedings.
I also wish to state that I continue to seek a full and fair resolution of all claims raised since the beginning of this mediation, and I therefore remain confident that this process can lead to a definitive solution.
Thank you again for your help and for the follow-up you are doing.
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1 week ago
Dear emilioe9,
Regrettably, due to the casino's lack of response in this case, I have no choice but to close this complaint as unresolved. Even though there was an initial response, without the casino's cooperation, a thorough investigation is simply not feasible. I understand this is not the resolution you were hoping for.
However, the decrease in the casino's rating due to unresolved complaints may encourage them to change their approach. Should the casino decide to cooperate in the future, we will reopen the complaint and notify you via email.
Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.
I will now close the complaint as unresolved and I am sorry we could not be of more help on this occasion.
Best Regards,
Igor
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1 minute ago
We’ve reopened this complaint at the request of emilioe9. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Igor,
I would like to inform you that I have now successfully received the full payment of €16,150 into my bank account.
QuickWin has fulfilled the settlement agreement, and I can confirm that the agreed refund has been received in full.
I would like to sincerely thank you for all the time, patience and support you have given me throughout this process. Your guidance has been extremely valuable, and I truly appreciate everything you have done to help me reach this outcome.
As agreed, you may now proceed with closing the complaint as resolved.
Thank you once again for all your help.
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1 minute ago
Dear emilioe9,
We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.
Thank you in advance for your time.
Best regards,
Igor P
