The player from Greece had requested self-exclusion from the casino, which closed his account but then reopened it without his consent, leading to a loss of 700 euros. He insisted on a permanent account deletion and a refund of his deposits while noting that his self-exclusion request was being ignored. The issue remained unresolved due to the player's lack of response to inquiries from the Complaints Team, resulting in the closure of the complaint. The player retained the option to reopen the complaint in the future if he chose to resume communication.
QuickWin Casino - Player’s account is reopened and losing funds.
Closed
Our verdict
Player stopped responding
Amount: €700
QuickWin Casino
Safety Index:Very highCase summary
Discussion
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7 months ago
Good afternoon,
I had requested self-exclusion from this particular casino.
My account was closed on 9/27/23 but they reopened it and sent me an email with free spins without asking me.
I played badly and lost 700 euros which I want to be refunded since they opened my account without asking me.
I have requested self-exclusion again but they have closed my account temporarily and there is a possibility of opening it again.
They are ignoring my request for self-exclusion once again.
I want the account to be deleted forever and the deposits I made a month ago of 700 euros to be refunded.
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7 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.
- Could you please advise whether your account has been blocked or if it is still accessible to you?
- Have you tried contacting support after you learned your self-exclusion request wasn't granted?
- Could you please share your self-exclusion requests from 2023 and recent self-exclusion requests with me? Please share the information to my email at tomas@casino.guru
- Could you please advise when was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
If your account is currently accessible to you I would recommend that you send another self-exclusion request, but this time, include me in the copy of your email.
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings QuickWin Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to the email of support email (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.
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
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
Dear Tserven21,
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.
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6 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
