The player from Germany had joined a casino because of its German-oriented appearance but then discovered it lacked the necessary license. After he requested account closure and a refund, the casino had blocked him and directed him to their terms and conditions. The player confirmed that he had no remaining balance on his account. We had clarified that the casino had the right to close his account without any reason given, as long as there was no remaining balance. We also highlighted the player's responsibility to ensure they were playing in a casino that was legal in their country. The complaint had been closed due to lack of further assistance needed by the player.
QuickWin Casino - Player's account blocked after requesting refund.
Amount: €190
QuickWin Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 week ago
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1 month ago
Translation
Hello,
I registered with this casino under the impression that it was a German site. Language, address enquiry, etc. were clearly indicated (considering only casinos with a German license are permitted in Germany).
I have now discovered that it does not possess such a license and I have contacted their support team. I requested on one occasion for my account closure and on another for the refund of my deposited money (the latter was today, April 3, 2024). The casino has since blocked my account and sent me an email directing me to their terms and conditions. (They claim it's not their problem that they are offering gambling services illegally).
I hope you can assist me.
Automatic translation:
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1 month ago
Hello Dogan7789,
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? Did you have any remaining balance on the casino account when it got blocked? When was the last time you spoke to the casino and what was it about?
Please note that the casino is not responsible for your registration as you agreed to their terms and conditions so if you had no remaining balance there, you are not entitled for any refund.
Looking forward to your answer.
Regards,
Nick
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3 weeks ago
Dear Dogan7789,
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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3 weeks ago
Dear Dogan7789,
As long as you had no remaining balance on your casino account, they are allowed to close it without any reason given which means nobody can do anything against it.
Is there anything else we could assist you with? If not, the complaint will be closed.
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3 weeks ago
Translation
As I said, it was a few cents...
I just don't understand how the casino can offer gambling in Germany without a license. I gave my address.
In the meantime, I had also asked for a block, but this was not implemented either.
Automatic translation:
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1 week ago
Dear Dogan7789,
It is the player's decision where do they register and it is not an excuse if they later find out they should not play there by their country's law. As you registered and agreed to their terms you were free to play there.
Also as you confirmed that you had no longer balance on your account, thereby the casino had right to close your account without any reason given, so we will be now closing the complaint.
Best regards,
Nick
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