The player from Austria requested self-exclusion from Quickwin due to gambling addiction and received confirmation that her account was closed permanently. However, she later discovered that her account had been reactivated without her consent, leading her to deposit €800, and she sought assistance in obtaining a refund. We asked for details, and the casino later closed her account again and offered a partial refund of €400. The issue was then resolved after she accepted the outcome and marked the complaint as resolved.
QuickWin Casino - Player's account is reactivated despite self-exclusion request.
Resolved
Our verdict
Case closed
Amount: €800
QuickWin Casino
Safety Index 8.6 HighCase summary
Discussion
Public
Public
3 weeks ago
Translation
Dear Casino Guru Team,
I have the following problem: I am unfortunately addicted to gambling and wrote to Quickwin requesting self-exclusion. I was asked several times if I really wanted this and confirmed it, requesting that the account be closed without the possibility of reopening. On November 14, 2025, I received confirmation that my account was now closed and could not be reopened. Unfortunately, I discovered a few days ago that my account had been reactivated without my consent. Since then, I have deposited €800. As the casino was aware of my gambling addiction and I received written confirmation that my account could not be reopened, I am requesting assistance in obtaining a refund of my deposits. Screenshots of the email correspondence are attached.
Thank you and best regards
Automatic translation:
Public
Public
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.
Public
Public
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 we can better determine how to assist you.
- Is your account currently accessible to you?
- Under what circumstances was your account reopened?
- When was the last time the casino allowed you to deposit?
- Have you unsubscribed from the casino's marketing communication?
- Has the casino responded to your refund request already? What did the casino reply? Please share the information with timestamps, if available, to my email at tomas@casino.guru
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
Public
Public
3 weeks ago
TranslationHello,
Thanks for the quick reply!
Yes, I have access to the account even though I clearly stated that I am a gambling addict and it was confirmed to me that the account could no longer be opened (see emails)! It was reopened by the casino itself.
The last deposit was yesterday, July 27, 2026.
Yes, I have unsubscribed from marketing communications.
I requested a refund via email today, as I first tried to resolve the matter via live chat yesterday, but it simply doesn't work for me.
Best regards
Automatic translation:
Sensitive attachment
Sensitive attachment
3 weeks ago
TranslationDear Team,
There is an update:
My account has now been closed, but I have not yet received a response regarding the refund.
Best regards
Automatic translation:
Sensitive attachment
Sensitive attachment
3 weeks ago
TranslationUpdate:
I have now received an email from the casino offering me €400. I appreciate their willingness to issue a refund. However, since all deposits totaling €800 were made after my gambling addiction became known, I believe a full refund is appropriate.
Kind regards
Automatic translation:
Public
Public
2 weeks ago
Thanks for your response and the update.
- Have you made any withdrawals of winnings between November 2025 and today?
- Does the 800€ represent your net deposits?
- Has the casino responded to your request for 800€ instead of the proposed 400€ since your last post?
Looking forward to your reply.
Public
Public
2 weeks ago
TranslationHello,
No, I did not withdraw any winnings during this period.
Exactly, during this period I deposited 800 euros and received 0 euros in payouts.
No, unfortunately the casino did not respond to my email.
Best regards
Automatic translation:
Public
Public
2 weeks ago
TranslationDear Tomas,
The casino replied to my email today and agreed to refund me the full €800. As soon as the money is in my account, I will of course mark the case as resolved!
Best regards
Automatic translation:
Public
Public
1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Vikii007,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Tomas
