The player from Germany had requested account closure to control her gambling behavior but received no effective response and continued to gamble, losing approximately €2,300. She then sought a refund and permanent account closure. We had facilitated communication with the casino, which confirmed the account closure on August 7th and offered a goodwill refund of €770 for deposits made after the player expressed gambling concerns on August 1st. The player accepted the refund offer, and the complaint was marked as 'resolved' in the system.
QuickWin Casino - Player's account closure request ignored.
Amount: €2,300
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
3 months ago
Translation
Dear Team,
I am completely desperate. On July 8th, 2023 I tried multiple times via live chat and email to have my account closed because I am spending too much money and I cannot control my gambling behavior, but without success. As a result, I continued to gamble and lost all my money. In response to my first email, I received an offer of €50 to try my luck again, and after that, I only received a response asking if I wanted to close my account for 30 days, to which I replied yes. However, my account remains open, and I have now spent approximately €2,300 and am completely penniless. I hope you can help me by refunding my money and subsequently closing my account.
Best regards,
Automatic translation:
Public
Public
3 months ago
Dear marahtrabelsi2,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.
- Did you specify in that request for how long you wish your account to be suspended and the reason why?
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
Public
Public
3 months ago
Translation
Thank you very much for your help and the quick reply. I reported on July 8th, 2024 that I was spending too much money and on August 1st, 2024 I wrote very clearly that I was addicted to gambling and was losing all my money. I did not specify a period of time for which the account would be blocked.
Automatic translation:
Public
Public
3 months ago
Translation
Today I asked again via live chat for an account closure and refund because the terms and conditions state that an account closure only lasts 24 hours and my account was closed now I am just waiting for the refund
Automatic translation:
Sensitive attachment
Sensitive attachment
3 months ago
Hi marahtrabelsi2,
- Could you please forward the response you sent to the casino's request asking you to explain the reason for wanting to have your account blocked?
Thank you.
Sensitive attachment
Sensitive attachment
3 months ago
Translation
Good day,
At first I said that I had spent too much money and only received 50 € cashback.
However, since my account had still not been closed after 2 days, I wrote again that my account should be closed as soon as possible. On July 12th, the offer for €50 came, but I didn't see it until late because by then I had already lost all the money I had in the account. I also repeatedly asked for a quick closure in the live chat and was repeatedly asked to request a closure by email because I was a VIP.
Automatic translation:
Sensitive attachment
Sensitive attachment
3 months ago
Hi marahtrabelsi2,
- Could you please let us know when you first mentioned having a gambling problem?
- When was the following email sent?
- Could you forward it as an attachment (not a screenshot) to petronela.k@casino.guru?
Thank you.
Public
Public
3 months ago
Translation
Hello Petronella,
I have already forwarded the email to you.
Best regards
Automatic translation:
Public
Public
2 months ago
Hi marahtrabelsi2,
- Could you please let us know if you made any deposits into your account after August 1st, when you first informed the casino about your gambling problem?
Thank you.
Public
Public
2 months ago
Translation
Good day,
I already informed the casino on July 8th that I cannot control my gaming behavior and that my account should be closed as soon as possible.
Via live chat and also by email.
Unfortunately, I made many transactions after August 1st, but I no longer have access to the account to show you my payment history.
Furthermore, the casino has stated in its terms and conditions that accounts will be closed after a maximum of 24 hours, which was not the case for me.
Best regards
Automatic translation:
Public
Public
2 months ago
Thank you very much, marahtrabelsi2, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.
Public
Public
2 months ago
Hi marahtrabelsi2,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite QuickWin Casino to the conversation to participate in the resolution of this complaint.
Public
Public
2 months ago
Translation
Hello Peter,
Thank you very much for your support
Automatic translation:
Public
Public
2 months 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.
Public
Public
2 months ago
Dear all,
Thank you for reaching out!
We have conducted an investigation into the customer's claim.
We would like to confirm that the account was closed on 7th of August. We did not find any mention of the Responsible gambling issues before it was expressed to us on the 1st of August.
Therefore, as a gesture of goodwill, we would like to offer the customer a refund of the deposits made after 24 hours have passed since the time the Responsible gambling issues were mentioned on August 1st (770 EUR).
The refund is subject to signing a waiver letter.
Please let us know if you accept the offer.
Best regards,
Quickwin team
Public
Public
2 months ago
Translation
Ladies and Gentlemen
I have already pointed out several times that I do not have my gaming behavior under control and I would like my account to be closed quickly because I spend too much money. (Live chat and by email)
Nevertheless, I would like to accept your offer and thank you for your goodwill.
I request a prompt refund
Best regards
Automatic translation:
Public
Public
2 months ago
Hi all,
Thank you for your replies.
Dear QuickWin Casino team,
Although the player did not explicitly state a gambling problem, they indicated a significant monetary loss and a desire to close their account. It is advisable to ask follow-up questions to assess any potential gambling issues for future reference.
Dear marahtrabelsi2,
We're glad to hear that your funds will be refunded. In the future, if not possible to keep away from playing, I suggest informing the casino about your gambling problem with the first request to close your account. The casino will have no other choice but to close your account. We'll go ahead and mark the complaint as 'resolved' in our system. We 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.
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,
Peter
