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Hello, I want to demand the return of all deposits made in this casino after confirming my decision to exclude myself from the site for gambling addiction.

The casino continues to allow deposits even after I have confirmed my decision to exclude myself.

I have already been harmed by another casino but enough is enough. I demand payment of all deposits.

I'm waiting for help from casinoguru!

Olá, quero exigir a devolução de todos os depósitos efetuados neste casino após confirmação da minha decisão de excluir me do site por vício de jogo.

O casino mesmo após eu ter confirmado a minha decisão de excluir me continua a permitir depositar.

já fui prejudicado por outro casino mas já chega. Exijo o pagamento de todos os depósitos .

aguardo ajuda do casinoguru!

Hello Aringarosa87,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with QuickWin Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• When exactly did you request for self-exclusion and did you specifically mention gambling addiction/issues?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, yes I requested closure due to gambling addiction. I've already received two emails confirming the closure and they're still allowing deposits. I've just deposited another €250 just now after receiving another

email confirming account closure

Olá, sim pedi encerramento por vício de jogo. Já recebi dois emails a confirmar o encerramento e continuam a permitir depósitos. Acabei de depositar novamente mais 250€ agora mesmo depois de receber mais um

email a confirmar o encerramento da conta

Hello Aringarosa87,

Please forward your initial self-exclusion request sent to the casino and any additional communication related to your exclusion to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

As you can see, the account is still open normally despite the casino's guarantee to close the account.

Como podem verificar a conta continua aberta normalmente apesar da garantia do casino de encerramento da conta.

Thank you Aringarosa87 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Aringarosa87,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear QuickWin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully, Michal

Hello Aringarosa87,

We have sent an email to you.

We are waiting for your update. Thank you!

Best regards,

Quickwin team.

Yes, I acknowledge receipt of the email. And I've already replied. I look forward to a positive response from you. Thank you

Sim, confirmo o recebimento do email. E já respondi. Espero uma resposta positiva do vosso lado. Obrigado

Dear QuickWin Casino,

Please keep us informed about the developments.

Dear Aringarosa87,

We apologies for the delay in our reply.

We have replied to your email asking for few additional details required to proceed further with your request.

We are waiting for your update. Thank you!

Best regards,

QuickWin team.

The case has been resolved. The casino did the right thing. I want to close and delete the complaint. Thank you to both parties

O caso está resolvido. O casino agiu corretamente. Quero encerrar e apagar a reclamação. Obrigado a ambas as partes

Dear Aringarosa87,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru