HomeComplaintsQuickWin Casino - Player has deposit and customer support issues.

QuickWin Casino - Player has deposit and customer support issues.

Amount: €200

QuickWin Casino
Safety Index:Very high
Submitted: 08 Aug 2023 | Resolved : 24 Sep 2023
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player from Austria had experienced an issue with a deposit not appearing in QuickWin and complained about the lack of support, especially in German. Initially, the player's deposit issue had been resolved but he had faced difficulties in getting his account closed despite numerous requests. After we guided him on how to properly request self-exclusion and followed up with the casino, the casino had confirmed the closure of the player's account. Despite some communication issues with the casino, the player's issues had eventually been resolved with our assistance.

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1 year ago
Translation

Deposit not appearing in QuickWin.

No support, especially not in German.


NO response for days to COUNTLESS emails to support to close the account.


Absolute fraudulent and incompetent provider.



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1 year ago

Dear TinoResch,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Could you please advise if it was your first deposit in this casino? Please forward your payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

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1 year ago
Translation

The amount has now arrived, please wait and see how QuickWin proceeds here. I'll let you know

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1 year ago
Translation

My request to close the account is still not followed. No answer for days

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1 year ago
Translation

No response to numerous emails for a week.


No account suspension, what kind of inept and ignorant casino is this?


Can't believe it, please give this bastard gas and get the account deleted immediately.

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1 year ago

Could you please advise when and to which email address you sent your self-exclusion request? Can you forward it to petronela.k@casino.guru?

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1 year ago

Dear TinoResch,

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.

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1 year ago
Translation

I already emailed to petronela.k@casino.guru on 08/11 and now again

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1 year ago

Thank you, TinoResch, for your email. I can see that you sent your initial request to have your account closed on the 2nd of August 2023. In this request, you didn't specify the reason for the account closure.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 


Example:

Email subject: Self-exclusion


Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:


"Greetings 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 for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

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."


Please send another email to support@quickwin.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.




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1 year ago

Dear TinoResch,

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.

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1 year ago
Translation

Completed !!!! Thanks for your help with this criminal casino

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1 year ago

Thank you, TinoResch, for CCing me on your email request. Please let me know when your account is closed.

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1 year ago

Dear TinoResch,

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.

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1 year ago
Translation

Unfortunately nothing has happened yet

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1 year ago

Thank you very much, TinoResch, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

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1 year ago

Dear TinoResch,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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1 year ago

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.

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1 year ago
Translation

Thanks for the information - in EVERY case the casino is obliged to comply with my request.


If this doesn't happen, what would be the next course of action other than a bad review?


LG TinoResch

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1 year ago

Dear Jozef,


Thank you for reaching out to our customer support!


Please be informed that the customer's account was closed on the 29th of August. 

We have sent you the proof via email. Please find the email with the subject line "Regarding a QuickWin Complaint"


We hope this helps resolve the case.


Best regards,

QuickWin Customer Support

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1 year ago
Translation

Of course nothing came, but that's what sets this bad casino apart

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1 year ago

Dear TinoResch,

since your account was closed, is there any specific issue we can help you with?

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1 year ago
Translation

Thank you, unfortunately the casino didn't communicate but with your help it would apparently work

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1 year ago

Dear TinoResch,


Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.


Kind regards, Jozef

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