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Thankfully, after my gambling addiction relapsed, I reacted immediately and requested self-exclusion/account closure. The casino didn't respond despite repeated inquiries. As is often the case with gambling addiction, I lost another €700. That was on March 6th. Today, the account still hasn't been closed. I want my deposits back and the account closed.

Ich habe nach dem Rückfall meiner Spielsucht gott sei Dank sofort reagiert und den Selbstausschluss/Schließung des Kontos deswegen beantragt. Das Casino reagierte trotz mehrfacher Nachfragen nicht. Wie das dann mit ser Spielsucht so ist, habe ich noch einmal 700 Euro ca. verspielt. Das war am 6. März. Heute ist das Konto immer noch nicht geschlossen. Ich möchte die Einzahlungen zurück und dass das Konto geschlossen wird.

Dear JTsch,

Thank you very much for submitting your complaint.

I’m sorry to hear about what you’ve been going through. It’s truly frustrating when a casino doesn’t act promptly on a self-exclusion request, especially when you reached out immediately. I appreciate you taking the time to share your experience with us.

To better understand your case and move forward, could you please provide the following details?

• How exactly did you request the self-exclusion? Was it through email, live chat, or another method?
• Do you have any proof of your request (e.g., emails, chat transcripts, or screenshots)?
• Have you received any response at all from the casino, or have they completely ignored your messages?
• Have you made any further attempts to contact them after March 6th?

If you have any relevant communication with the casino, you’re welcome to forward it to petronela.k@casino.guru so we can review it.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I requested a self-exclusion via live chat. Attached are the documents I screenshotted.

en Selbstausschluss habe ich per Live-Chat beantragt. Anbei die Unterlagen, die ich gescreenshottet habe

Dear JTsch,

Thank you for providing the screenshots. I’ve reviewed them, and I can see that you mentioned your gambling problem in the live chat. However, the casino agent never directly acknowledged your gambling issue and instead responded by stating that you were using an automated translation chat. This means that your self-exclusion request may not have been properly processed.

For future reference, when requesting self-exclusion, it is crucial to:

1. Submit your request via email—most casinos specify in their Terms & Conditions that self-exclusion requests must be sent to a designated email address. Be sure to check their terms and use the correct contact method.
2. Clearly state that you have a gambling problem and explicitly request self-exclusion (e.g., "I have a gambling problem and need to be permanently self-excluded immediately.")
3. Ensure the casino acknowledges your request—if they do not respond, follow up repeatedly until you receive a clear confirmation.
4. If using live chat, insist on written confirmation via email to ensure there is a verifiable record of your request.
5. Avoid vague language—terms like "I want a break" or "Please close my account" can be misinterpreted.

If you have any further communication from them after this chat interaction, please forward it to petronela.k@casino.guru.

Here is an example of a self-exclusion request:

Dear QuickWin Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material. This is the period for which I wish to self-exclude: Lifetime. If the selected period does not apply within your company, please let me know.

The reason for my self-exclusion is: Problem gambling or gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period.

Kind regards,

Full name:

Date of birth:

E-mail address:

Hello Petronela,

Thanks for your answer.

I also explicitly communicated this again by email on March 13, 2025, attached.

Here is the confirmation of receipt from the casino that came afterwards.

Hallo Petronela,

danke für deine Antwort.

Ich hatte das auch nochmal ausdrücklich per EMail am 13.03.2025 mitgeteilt, anbei.

Hier die Eingangsbestätigung vom Casino, die danach kam.

Dear JTsch,

Thank you for your follow-up and for sharing the additional email communication.

To further investigate your case and help resolve the issue, could you please provide the following details?

1. When exactly did you make your last deposit before requesting the self-exclusion?
2. From which email address did you send your request to the casino on March 13th, as the email is not visible in the provided communication?
3. Is your account still accessible at the moment, or has the casino closed it?

Thank you for your cooperation, and I look forward to hearing from you soon.

The last payment before my first application was on March 6, the day I applied for self-exclusion. After that, I continued making payments because of my addiction.

This was from my email address, which I also use to register here and at the casino. I just didn't want the name published here.

The account is still open even though I sent the pre-written text you sent me again on the same day.

Die letzte Einzahlung vor meinem ersten Antrag war am 6.3., der Tag an dem ich den Selbstausschluss beantragt habe. Danach habe ich wegen meiner Sucht weiter eingezahlt.

Das war von meiner EMail-Adresse, mit der ich auch hier und im Casino registriert bin. Ich wollte nur, dass der Name hier nicht veröffentlicht wird.

Das Konto ist nach wie vor offen und das obwohl ich den vorformolierten Text, den du mir geschickt hast, am gleichen Tag noch einmal hingeschickt habe.

Dear JTsch,

Thank you for your prompt reply and for providing more context. To help us investigate your case further and work towards a resolution, could you kindly provide the following additional details?

1. Could you please provide your cashier history showing the deposits you made before and after March 13th? This will help us understand the timeline of your transactions.
2. Kindly forward the original emails you sent to the casino on March 13th, as this will allow us to confirm your communication.
3. Have you made any deposits after March 13th?

Your cooperation is greatly appreciated.

Hello Petronela,

I sent everything by email so that nothing gets published here 🙂.

Hallo Petronela,

ich habe alles per EMail geschickt, damit hier nichts veröffentlicht wird 🙂.

Thank you very much, JTsch, for providing all the necessary information. I will now transfer your complaint to my colleague, Matej (matej.l@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello JTsch, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of QuickWin Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

Dear JTsch,

We sincerely apologies for your experience and the inconvenience caused.   

We have closed your account and sent a confirmation via email and we are also checking your request with the relevant team.

We will try our best to help you in this situation and share an update at the earliest as possible.

Once again we apologies for the inconvenience caused and thank you for being so patient with us! We really appreciate it.

Best regards,

QuickWin team.

I can confirm that the account was closed yesterday. However, due to my addiction, I have unfortunately deposited a lot of money since March 6, 2025. And I would like this money back as compensation.

Ich kann bestätigen, dass das Konto gestern geschlossen wurde. Aber ich habe aufgrund meiner Suchtererkrankung seit 06.03.2025 leider noch sehr viel Geld eingezahlt. Und ich hätte dieses Geld gerne als Schadenersatz zurück.

Thank you for the account closure confirmation, QuickWin team. Please, let us know as soon as the decision about the refund has been made.

I'd like to know how long I have to wait. Sorry for the impatience, but I've been waiting a long time!

Ich würde gerne wissen, bis wann ich warten muss. Entschuldigen Sie die Ungeduld,aber ich warte schließlich schon sehr lange!

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 received an email on March 17, 2025. I was offered 700 euros to settle the matter. I provided my bank details and at the same time asked for the case to be reviewed more closely, as I have evidence that I deposited 5,000 euros after the closure request. 700 euros seems a bit low to me. I reminded the casino several times that the matter was being processed. Of course, all I received was a request for patience. My next question is: How can they ensure that the casino closes accounts properly in the future? I want to make sure this doesn't happen to anyone again.

Ich habe am 17.03.2025 eine EMail erhalten. Es wurden mir 700 Euro zur Klärung der Angelegenheit angeboten. Ich habe meine Bankdaten mitgeteilt und gleichzeitig gebeten, den Fall noch einmal genauer zu prüfen, da ich nachweislich 5.000 Euro nach dem Antrag auf Schließung eingezahlt habe . Da kommen mir 700 Euro etwas wenig vor. Ich habe das Casino diverse Male an die Bearbeitung erinnert. Es kam natürlich nur immer die Bitte um Geduld. Meine nächste Frage ist: Wie wird sichergestellt, dass das Casino in Zukunft sachgemäß Konten schließt? Ich möchte sicherstellen, dass das niemanden mehr passiert.

Hello JTsch,

We have forwarded your refund request to the relevant team and we would try our best to help you in this situation and provide you with an update at the earliest as possible. 

Thank you for being so patient with us! We really appreciate it.

Best regards,

Quickwin team.

I'm grateful for every effort. But I've already been promised €700. Why isn't it just transferred now? I keep hearing that the request is being sent here and there, but nothing ever happens. So it's understandable that I'm getting a little impatient.

Ich bin dankbar für jede Mühe. Aber mir wurden ja schon 700 Euro zugesagt. Warum wird das jetzt nicht einfach schon mal überwiesen. Ich höre immer nur, dass die Anfrage dort und dahin geht, aber es passiert dann immer nichts. Da ist es auch klar, dass ich langsam etwas ungeduldig werde.

Dear Quickwin team, please let us know as soon as the refund request has been processed on your end, to keep us up to date. Thank you.

Hello JTsch,

We would do not mean to keep you waiting. We will give you an update at the earliest as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,

Quickwin team.

Excuse me, but I've been hearing this since April 17, 2025. Since then, I've also been hearing that the case has been prioritized. So, taking over a week for a supposedly prioritized case (and not to mention that we've been in contact about this matter since March 6, 2025) is very questionable!

This is just a standard response to avoid the deadline and gain time! The fact is, I've already been promised €700. If you really wanted to make an effort, you would have at least transferred this partial amount already!!!

Also entschuldigen Sie mal, aber das höre ich seit 17.04.2025. Seither höre ich auch, dass der Fall priorisiert wurde. Also für angeblich peiorisierte Fälle über eine Woche zu brauchen (und davon abgesehen, dass wir seit 06.03.2025 wegen dieser Angelegenheit in Kontakt sind), ist schon sehr fragwürdig!!!

Es wird doch hier nur irgendein Standard geantwortet, damit die Frist nicht abläuft und um Zeit zu gewinnen! Fakt ist, dass mir bereits 700 EUR zugesagt wurden. Wenn ihr Euch wirklich bemühen wollen würdet, hättet ihr zumindest, diesen Teilbetrag bereits überwiesen!!!

Dear Quickwin team, are there any further issues preventing the refund from being issued? If it is something you can't share within a public thread, it can always be sent to me directly at matej.l@casino.guru.

Update: Again, only the information that they are working on it as soon as possible....

Update: Wieder nur die Auskunft, dass schnellstmöglich daran gearbeitet wird....

Dear All,

I hope this message finds you well.

We truly appreciate your understanding and apologize for any trouble this situation may have caused.

We're currently looking into this matter and will get back to you with a thorough response as soon as we can.

Thank you so much for your patience and support while we work to resolve this issue.

 Kind regards, 

QuickWin Casino Team

I don't want to accept this anymore. Matej, what else can we do here?

I was promised 700 euros on April 17, 2025!!! What else needs to be investigated or verified?

These standard answers are just stalling.

Ich möchte das jetzt nicht mehr akzeptieren. Matej, was können wir hier noch machen?

Mir wurden am 17.04.2025!!! 700 Euro zugesagt. Was gibt es da jetzt noch zu untersuchen oder zu prüfen?

Diese Standard-Antworten sind doch nur Hinhalterei.

Dear QuickWin Casino Team, please let us know what is the issue here and how can it be resolved ASAP. In case of some internal investigation and inability to share details, you can always send me a direct message via e-mail at matej.l@casino.guru. 700€ is not a sum worth triggering AML or KYC investigations, so I am kind of confused about all this stalling as well.

Hello JTsch,

As per checking your account we can see you had requested to close your account due to gambling addiction on 13th March, 2025.

Therefore, from 14th March, till 11th April, 2025 you had deposited 2,087 EUR.

Please note, we were trying to refund the requested amount of 700 EUR which was requested on Casino Guru.

However, as you requested for your refund of your deposited amount. We are only liable to repay you the amount which you had deposited after 24 hours of your closure request sent on 13th March, 2025.

If you accept we will immediately proceed with your refund amount 2,087 EUR.

We are waiting for your update.

Best regards,

QuickWin team.

I agree!

The bank details to which the amount is to be paid have just been sent again by email to announced.

Ich stimme zu!

Die Bankdaten, auf welche der Betrag auszukehren ist, wurden gerade noch einmal per EMail an support@quickwin.com bekannt gegeben.

Dear JTsch,

Thank you for your prompt response.

We have forwarded your request and your bank details to our relevant team.

We will share an update at the earliest as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,

QuickWin team.

So, of course, I'll only agree to this if the money really arrives IMMEDIATELY, as promised. I'd like to finally bring this matter to a close after two months (!). And please don't thank me again for my patience. To be honest, I don't have any left.

Also ich bin jetzt natürlich nur damit einverstanden, wenn das Geld jetzt wirklich - wie versprochen - UMGEHEND bei mir eingeht. Ich möchte dieses Thema nach 2 Monaten (!) jetzt endlich zum Abschluss bringen. Und bitte nicht schon wieder für meine Geduld danken. Ich habe keine mehr, um ehrlich zu sein.

I can confirm that the amount was received today.

Ich kann bestätigen, dass der Betrag heute eingegangen ist.

Dear JTsch, does this mean the complaint has been resolved satisfactorily, and you have received the full amount of 2,087€?

Yes, thank you so much for your help! You're a great team!

Ja, vielen lieben Dank für Eure Hilfe! Ihr seid ein tolles Team!

Dear JTsch,

I am very happy to hear that your issue has been resolved, and would like to thank QuickWin Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I 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.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, 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,

Matej

Casino.Guru