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Quickwin manipulated withdrawal limits, ignored a closure order, and violated self-exclusion for addiction (Ticket 49859652)

I am filing this formal complaint against the operator Quickwin for gross negligence, predatory marketing, and systematic violation of international Responsible Gaming protocols. I gave the casino a 72-hour period for an amicable resolution, which expired today with their silence, forcing me to escalate the case to public mediation. The proceedings consist of two continuous operational phases:

Point 1 (First Phase 2024-2025): I requested the permanent closure of my account due to unsustainable losses. The casino, through its VIP manager (Louis V.), ignored my request, employing aggressive retention tactics and offering me a €50 bonus to force me to reactivate my account. During this period, I accumulated a considerable winnings balance, reaching €80,000. At that point, the casino unilaterally downgraded my VIP status with the sole purpose of restricting my daily and weekly withdrawal limits. This technical manipulation artificially froze my funds to psychologically wear me down, forcing me to lose both my winnings and my deposits. Following this commercial abuse, I decided to irrevocably close the platform, explicitly disclosing my serious gambling addiction. The certified net loss for this tranche is 26,118 euros, to which will be added between 3,000 and 4,000 euros in additional credit card charges currently under internal audit by my bank.

Point 2 (Recent Segment 2026): The casino formally acknowledged my addiction through written communication from their agent, Sonia (dated 08/03/2025), confirming a complete account block for health reasons. However, after a year of inactivity, the casino reactivated my account by sending me a promotional bonus. This critical system failure caused an immediate relapse, allowing deposits totaling €16,150 in one week (€12,150 via debit card and €4,000 via credit card).

The casino is currently conducting an internal investigation under Ticket 49859652. I have attached screenshots of emails from Sonia and Louis V., the reactivation bonus record, and bank statements. I demand a full refund of €16,150 due to the self-exclusion error and fair compensation for the previous portion due to unfair business practices.

Quickwin manipuló límites de retiro, ignoró orden de cierre y violó autoexclusión por adicción (Ticket 49859652)

Presento esta queja formal contra el operador Quickwin por negligencia grave, marketing depredador y violación sistemática de los protocolos internacionales de Juego Responsable. He otorgado al casino un plazo de resolución amistosa de 72 horas laborables que ha finalizado hoy con el silencio por su parte, viéndome obligado a elevar el caso a mediación pública. El expediente se compone de dos fases operativas continuas:

Punto 1 (Primer Tramo 2024-2025): Solicité el cierre permanente de mi cuenta por pérdidas insostenibles. El casino, a través de su gestor VIP (Louis V.), ignoró mi petición aplicando técnicas de retención agresivas y ofreciéndome un bono de 50 euros para forzar mi reactivación. Durante este periodo, acumulé un saldo de ganancias considerables que llegó a alcanzar los 80.000 euros. En ese momento, el casino degradó unilateralmente mi nivel VIP con el único objetivo de restringir mis límites de retiro diarios y semanales. Esta manipulación técnica bloqueó mis fondos de forma artificial para desgastarme psicológicamente, forzando la pérdida total tanto de las ganancias como de mis depósitos. Tras este abuso comercial, decidí cerrar la plataforma de forma irrevocable exponiendo explícitamente mi grave adicción al juego. La pérdida neta certificada de este tramo es de 26.118 euros, a los que se añadirán entre 3.000 y 4.000 euros adicionales en cargos de tarjeta de crédito actualmente bajo auditoría interna por mi entidad bancaria.

Punto 2 (Tramo Reciente 2026): El casino reconoció formalmente mi adicción mediante comunicación por escrito de su agente Sonia (fecha 08/03/2025), confirmando el bloqueo total por salud. Sin embargo, tras un año de inactividad, el casino reactivó mi cuenta de oficio enviándome un bono promocional. Este fallo crítico del sistema provocó una recaída inmediata, permitiendo depósitos por valor de 16.150 euros en una semana (12.150 euros mediante tarjeta de débito y 4.000 euros en tarjeta de crédito).

El casino mantiene actualmente una investigación interna bajo el Ticket 49859652. Adjunto las capturas de pantalla de los correos de Sonia y Louis V., el registro del bono de reactivación y los extractos bancarios. Exijo el reembolso íntegro de los 16.150 euros por fallo de autoexclusión y la compensación justa del tramo anterior por mala praxis comercial.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with QuickWin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account no longer accessible?
• Was there any process necessary to reopen your account after the casino sent you a bonus offer? Did the casino send you the advertisement to the email address associated with your original account?
• When did you contact the casino asking for a refund? When was the last time the casino was in contact with you regarding the issue?
• Could you please share with me your recent communication with the casino regarding the refund? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good afternoon, I have sent you an email with the information you requested and what I believe may be important. Thank you in advance.

Buenas tardes, le he enviado correo electrónico con la información que me solicita y la que creo que puede ser importante. Gracias de antemano

Dear emilioe9,

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,

Tomas

Dear emilioe9,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the QuickWin Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a QuickWin Casino representative to join this conversation and participate in resolving this complaint.

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 for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Igor and Casino Guru team,

I am compelled to intervene publicly due to the complete lack of response from the operator QuickWin on the public panel of this ticket. I don't know if they have responded privately. I am issuing a final ultimatum before the legal deadline for this complaint expires. I demand an urgent human review by the administration for a clear case of ongoing contractual fraud within Spanish territory.

The casino maintains absolute silence in the mediation because it knows perfectly well that it has no possible legal or contractual defense against the irrefutable evidence that is privately uploaded to this file:

The official corporate document signed by agent Sonia in March 2025, where the casino accepted my permanent closure and subsequent self-exclusion due to health and gambling addiction, securing a non-negotiable portion of 16,150 euros net that were accepted in violation of their own responsible gambling contract.

The evidence from the previous year demonstrates the original permanent closure of my account, which was illegally reopened through serious malpractice by VIP Manager Louis, carrying over the old tranche of 26,118 euros.

We are contributing to this public thread a piece of evidence that is destructive to the operator's reputation: the Official Final Resolution of the Ministry of Consumer Affairs of the Government of Spain, which formally condemns the parent company ADONIO NV to a fine of FIVE MILLION EUROS (€5,000,000) and absolute disqualification for operating clandestinely, illegally and without a license in Spain, flagrantly violating the protection of vulnerable users.

Having operated in absolute defiance of a state order for immediate cessation, the gaming contract is null and void. I am giving the operator one final, strict deadline to either enforce the agreement or resolve this matter privately before taking the next, and possibly final, step. I await your support instructions to keep this case open until its final resolution.

Sincerely,

Emilio

Estimado Igor y equipo de Casino Guru,

Me veo obligado a intervenir públicamente ante la total falta de respuesta del operador QuickWin en el panel publico de este Ticket, no se si se habra manifestado en privado, aportando un ultimátum definitivo antes de que expire el plazo legal de esta queja. Exijo una revisión humana urgente de la administración por un claro supuesto de fraude contractual continuado en territorio español.

El casino mantiene un silencio absoluto en la mediación porque sabe perfectamente que no tiene defensa legal contractual posible ante las pruebas irrebatibles que constan cargadas de forma privada en este expediente:

El documento corporativo oficial firmado por la agente Sonia en marzo de 2025, donde el casino aceptó mi cierre permanente y posterior autoexclusión por salud y ludopatía, blindando un tramo innegociable de 16.150 euros netos que fueron aceptados vulnerando su propio contrato de juego responsable.

Las pruebas del año anterior que demuestran el cierre permanente original de mi cuenta, el cual fue reabierto de forma ilegal mediante una grave mala praxis por parte del Gerente VIP Louis, arrastrando el tramo antiguo de 26.118 euros.

Aportamos a este hilo público una prueba de cargo destructiva para la reputación del operador: la Resolución Oficial Firme del Ministerio de Consumo del Gobierno de España, que condena formalmente a la empresa matriz ADONIO N.V. a la sanción de multa de CINCO MILLONES DE EUROS (5.000.000 €) y a la inhabilitación absoluta por operar de forma clandestina, ilegal y sin licencia en España, saltándose de forma flagrante la protección de los usuarios vulnerables.

Al haber operado en rebeldía absoluta contra una orden estatal de cese inmediato, el contrato de juego es nulo de pleno derecho. Doy un último margen estricto al operador para que ejecute el pacto o dé una solución a dicho caso de forma privada antes de dar el próximo y posiblemente definitivo paso. Quedo a la espera de sus instrucciones de soporte para mantener este caso abierto hasta su resolución definitiva.

Atentamente,

Emilio

Dear all,

I have tried to contact the casino representative outside of this thread in order to provide any and all evidence regarding this complaint.

Since QuickWin Casino is highly rated and has responded to all complaints so far, there is a significant chance that this case will also be resolved accordingly.

Therefore, I will reset the timer for the casino for the last time.

Dear all,

We kindly inform you that we are checking on the matter and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

QuickWin Team

Dear QuickWin Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I appreciate the follow-up from Igor and the Casino Guru team.

All relevant documentation and evidence related to this claim was submitted at the beginning of the claim and remains available for review.

I take note of the extension granted to the operator and await their final response regarding the facts presented in this file.

Thank you so much.

Agradezco el seguimiento de Igor y del equipo de Casino Guru.

Toda la documentación y las pruebas relevantes relacionadas con esta reclamación fueron aportadas al inicio de la misma y permanecen a disposición para su revisión.

Tomo nota de la ampliación concedida al operador y quedo a la espera de su respuesta definitiva sobre los hechos expuestos en este expediente.

Muchas gracias.