QuickWin Casino - Player struggles with account closure and withdrawal delays.

Bad customer service, long, unethical. I've asked for an account to be canceled, they don't accept it, it takes a long time and they offer bonuses.

When it's for something in their favor the response time is immediate, account closures are an endless wait.

I've been informed of my rights and duties, I've sent several requests, all of which have gone unanswered. I've lost my money, they don't answer me and the chat is completely useless.

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Dear Inesc,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

I sent some of the things I had. At the moment I can't even chat.

It's worth noting that I was asking for closure and they were making consecutive offers.

I asked several times for my account to be canceled, I told them that it was no longer good for me and that it was getting out of hand. I sent more than 20 emails to this effect, and when I asked for offers the reply was immediate. I waited for days, went to the support chat every day and more than once. All without a reply. The expected happened. I've researched policies, rights and duties and I've already complained to other entities. I sent several emails with this indication. The complaint was never answered. They closed my account (great) but no response to the rest. At the moment I can't even access the chat and despite my contacts nothing works.

Thank you for your emails.

However, so far I have only received your requests for a full copy of your personal data and your communications with customer support.

In order for us to continue the investigation and potentially assist you with a refund of the deposits made after you requested the closure of your account, I need evidence showing that you asked the casino to self-exclude you and that the casino subsequently failed to fulfil its responsible gambling obligations.

At this point, I have not received any emails, chat transcripts, or screenshots indicating the reason why you requested the closure of your account. Please note that without such evidence, we will not be able to continue investigating your complaint or pursue a refund request on your behalf.

If you have any communication we could review, please forward it to me as soon as possible.

• Good afternoon. I'm going to send you some things and I think I've mysteriously lost so many others. I know it won't come to anything, because I've already been told on the website. Shame on you.

In addition, given the seriousness of the situation and the financial impact suffered, I have already filed a report with my bank regarding the transactions made to the platform in question, including a request to analyze the transactions and the respective payment mechanisms used.

In addition, I have also filed a report with the competent police authorities, requesting a formal record of the facts relating to:

the continuation of gambling activity after exclusion/cancellation requests;

the possible irregular capture of Portuguese consumers;

and the financial losses suffered in the context described.

These reports are related to the need to ascertain the legality of the practices adopted by the platform, as well as the possible responsibility of the operator with regard to the protection of vulnerable consumers and compliance with the legal obligations applicable to the online gambling sector.

I ask that these elements also be taken into account when assessing this complaint and framing the seriousness of the situation reported.

Yet another contact in vain

Hello Inesc,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I will be patient. As long as they are not held accountable for what they do, and above all for what they don't do, we will be in the wrong.

waiting for feedback

Thank you for your patience while I was away from the office.

Please note that we have still not received any evidence that you informed the casino of your gambling problem. Therefore, we are unable to assist you with your refund request.

• Could you kindly clarify if your account is still open? If it's closed, please specify the date the casino closed it.

So they closed the case after I sent screenshots of the complaint I filed with you. They spent a lot of time sending emails and chatting.

I'm glad to hear that your account has finally been closed.

At the same time, however, I still have not received any emails from you in which you informed the casino that you were suffering from a gambling problem and requested to be self-excluded.

Please note that if you do not have any evidence showing that you informed the casino of your gambling problem, requested self-exclusion, and that the casino failed to act accordingly or continued encouraging you to gamble (for example, by offering you bonuses), it will be difficult for us to challenge the casino's actions and request a refund of the deposits you lost after your self-exclusion request.

If you have any additional emails, chat transcripts, or other communication related to your self-exclusion request, please forward them to me, as they may be crucial for the investigation.

Dear Inesc,

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.

I'll be sending a few things.

Please put me in touch with the organization.

There are several things that don't make sense to me.

I understand that you are dissatisfied with how the casino handled your requests. However, despite several opportunities to provide additional evidence, I still have not received any communication showing that you informed the casino about a gambling problem and requested to be self-excluded.

Please note that there is an important distinction between requesting an account closure and requesting self-exclusion due to a gambling problem. We can only challenge the casino's actions and request a refund if there is evidence that you informed the casino that you were experiencing a gambling problem (or otherwise clearly requested self-exclusion for responsible gambling reasons), and the casino failed to act appropriately or continued encouraging you to gamble afterward.

The screenshots you have provided so far do not demonstrate this. If you have any emails, chat transcripts, or other records showing that you informed the casino of your gambling problem and requested self-exclusion before you deposited funds and lost them in regular gameplay, please send them to me.

If no such evidence exists, I am unfortunately unable to continue the investigation, and I will have to reject your complaint due to insufficient evidence supporting your claims.

Dear Inesc,

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.