The player from Germany had requested self-exclusion at the beginning of 2025 due to gambling problems, and her account was initially blocked. However, it was later reopened, and she received bonus offers that led her to gamble again, resulting in a loss of €515. She believed this violated player protection laws. The complaint was resolved as the casino paid out the winnings automatically. The case was closed following confirmation from the player.
QuickWin Casino - Player’s account was improperly reopened.
Resolved
Our verdict
Case closed
Amount: €515
QuickWin Casino
Safety Index:Very highCase summary
Discussion
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3 weeks ago
Translation
Unfortunately, I had a rather negative experience with an online casino.
At the beginning of 2025, I requested self-exclusion and clearly stated that I had problems with gambling. The account was initially confirmed to be blocked.
Some time later, my account was reopened and I even received bonus offers, which tempted me to gamble again. In the end, I lost €515 as a result.
In my opinion, this is a clear violation of player protection laws. Anyone who admits to having a problem should not be actively recruited back.
I need help.
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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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please forward the entire email thread from last year, when you requested self-exclusion from this casino, to veronika.f@casino.guru?
- Did the casino specify the duration of your self-exclusion?
- When exactly was your account reopened? Was it reopened automatically, or did you contact the casino to request reopening?
- When was the last time you accessed your casino account?
- Is your account currently closed, or are you still able to access it?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 weeks ago
TranslationHello Veronika, my account was opened by the casino. I received an email on April 24, 2026, with a bonus that was credited to my account.
My account has been closed again since April 26, 2026.
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2 weeks ago
Dear mex26
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,
Veronika
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2 weeks ago
TranslationThe casino has paid out automatically! This thread can be closed. Thank you for your help 😊
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2 weeks ago
Dear mex26,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Igor P
