QuickWin Casino - Player's account remains open despite self-exclusion request.

Liebes Casino Guru Team,

Ich habe mich am 09.03.2026 an das Quickwin Casino gewandt und per Mail um einen Selbstauschluss aufgrund meiner Spielsucht gebeten. Trotz mehrfacher Bestätigung und erklärung, dass ich keine Pause einlegen möchte sondern ein Spielsucht Problem habe, wurde bis heute mein Konto nicht geschlossen.

Bis zum heutigen Tag habe ich somit weiterhin Geld verloren.

Ich bitte mir zu helfen mein Konto dauerhaft und unwiderruflich zu schließen und etwaige Rückerstattung zu prüfen.

Mit freundlichem Gruß

Alexander

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Dear Alexkz,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

I have read the casino's Responsible Gaming page and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@quickwin.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

To further understand your situation, could you please answer the following questions?

• Did you use the same email address to contact the casino regarding the request to close your account due to gambling addiction?
• Can you confirm that you still have access to your account?
• Please forward all emails related to your account closure requests, along with the casino's responses, to jean.s@casino.guru, rather than sending screenshots, so we can properly review and follow the conversation.

We genuinely hope to assist you in resolving this matter as quickly as possible. Thank you in advance for your prompt response.

Best regards,

Jean