QuickWin Casino - Player’s account is repeatedly reopened after request for closure.

Hallo

Ich habe ein Konto bei QuickWin. Habe mich die letzten Wochen mehrfach sperren lassen wegen Spielsucht. Mit der Bitte es lebenslang zu sperren auf Anfrage wird das Konto aber sofort wieder geöffnet. Es gibt keinen Schutz als Spieler.

Ich möchte meine Einzahlungen zurück haben da das Konto nie hätte geöffnet werden dürfen nach meiner Sperre. Und dazu soll das Konto gesperrt werden das man es nicht mehr eröffnen kann.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with QuickWin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise when you registered at the casino and when you requested to close your account for the first time? 
• Have you explicitly informed the casino about your gambling addiction? 
• How many times were you able to reopen the account after it was closed?  
• Would you be so kind as to forward me all the self-exclusion requests that you sent to the casino, together with confirmations of the account closure? My email address is natalia.b@casino.guru. 

Thank you very much in advance. 

Best regards, 

Natalia

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.

Hallo Natalia

Habe die Emails weitergeleitet an dich

Vielen Dank

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Dear All,

Thank you for reaching out to us.

We are investigating the matter with the relevant department.

Once we have an update, we will let you know.

Best regards,

QuickWin Casino Team

Dear Mandy007,

Your account has been permanently closed without the possibility to be reopened, even by your personal request.

All marketing communications have been disabled, and they should stop completely within 48 hours.

We have emailed you an offer for a refund, please let us know if you accept it and forward to us the information requested to proceed with the payment.

Thank you in advance!

Best regards,

QuickWin Casino Team

Dear Mandy007,

Since you have accepted the offer, we have initiated the refund.

Once the transaction has been completed, you will be notified.

Best regards,

QuickWin Casino Team

Dear Mandy007,

Could you kindly confirm?

Dear All,

The transaction has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in the player's account, however, this is subject to their bank's standards.

If you have any further questions, please let us know.

Best regards,

QuickWin Casino Team 

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mandy007,

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,

Jozef