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Hello. On July 10, 2025, I explained my problem to the support chat at Quick Win Casino, that I have a gambling problem and want to close my account. The lady said I needn't worry and that my request will be processed quickly. My account was only closed today, August 4, 2025. I've since lost more than €2,000, even though I've inquired several times and was always put off. Now, all of a sudden, after several inquiries, my account has been closed. Now all my money is gone. I've submitted a compensation request to the casino, but they only say that the responsible department is dealing with my problem. They're probably just as concerned with that as with blocking my account. It's sad to be so greedy and to exploit the addiction of someone who has already excluded themselves. Now I'm asking for your help to get at least some of it back.

Hallo. Ich habe am 10.7.2025 im Quick Win Casino bei dem Support Chat mein Problem geschildert dass ich ein Spielproblem habe und mein Konto schließen möchte. Die Dame meinte ich muss mir keine Sorgen machen und mein Anliegen wird rasch bearbeitet. Mein Konto wurde erst heute am 4.08.2025 geschlossen. Mittlerweile habe ich mehr als 2000 Euro verspielt obwohl ich mehrmals nachfragt habe und ich immer vertröstet wurde. Jetzt auf einmal nach mehreren Anfragen wurde dann mein Konto geschlossen. Nun wo mein ganzes Geld weg ist. Ich habe beim Casino einen Antrag auf Entschädigung gestellt wo nur gesagt wird, dass sich die Zuständige Abteilung um mein Problem kümmert. Die kümmern sich wahrscheinlich genauso viel darum wie um die Sperre meines Kontos. Es ist traurig so Geldgeil zu sein und die Sucht eines Menschen der sich schon selbst ausschließen lässt so auszunutzen. Nun bitte ich euch um Hilfe um wenigstens einen Teil wieder zu bekommen.

Hello,

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).

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

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Stay safe.

Hello. Thanks for the quick response. I did it via chat, so I don't have any proof of the July request.

I can only send you the email from two days ago. Would that be helpful?

Hallo. Danke für die schnelle Rückmeldung. Ich habe es im Chat gemacht und daher keinen Nachweis von der Anfrage im Juli.

Ich kann Ihnen nur die Mail von vor 2 Tagen senden. Wäre das Hilfreich ?

If you do not have any evidence showing that you requested the closure of your account in July, we are unfortunately unable to assist you with retrieving the deposits you lost between your initial closure request and the actual closure of your account on August 4.

You can send the self-exclusion request to me at veronika.f@casino.guru.

Dear Fossy,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.