The player from Spain alleges that Quickwin manipulated withdrawal limits, ignored his closure order, and violated his self-exclusion related to gambling addiction. He reports 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 demands a full refund.
QuickWin Casino - Player's account is closed due to self-exclusion violation.
Opened
Current status
Waiting for casino to reply
5d 17h 19m 3s
QuickWin Casino
Safety Index 9.2 Very highCase summary
Discussion
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Public
3 weeks 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.
Automatic translation:
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3 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.
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3 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 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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3 weeks 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 weeks 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 weeks 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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1 week 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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yesterday
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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yesterday
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.
