The player from Germany struggled to close or block her account at Quick Win despite multiple attempts and had been told to wait for email responses. She expressed concern about her unhealthy gambling behavior and the casino's reluctance to accommodate her request, while mentioning significant losses. The issue was resolved when she was eventually deactivated from the casino's system following her complaint, although she noted that this was not the normal procedure. The Complaints Team marked the complaint as resolved and offered further assistance if needed.
QuickWin Casino - Player's account closure request is delayed.
Amount: €3,000
QuickWin Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
Hello,
I hope to find advice or help here.
I've been playing on Quick Win for some time and have been trying to close or block my account for weeks.
I've also played on German sites and was able to get myself blocked without any trouble.
My gambling behavior is very unhealthy, so I've had myself blocked everywhere. However, Quick Win is being very difficult (approximately €3000 lost in less than 2 months). Since I keep gaining access, it's hard for me to stop.
I contact live chat almost daily and have sent several emails. Through live chat, I'm always told to wait for an email response, or I'm given offers like a 20-day suspension or cashback.
It's clear that this site is exploiting players with problems.
I hope someone can help me with how to proceed.
Thank you
Automatic translation:
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4 months ago
Dear anjaangelina,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please forward me the account closure requests you sent to the casino? My email address is kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
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4 months ago
Translation
Hello
I wrote to the Quick Win live chat again last night and explained that I had now lodged a complaint. Less than a minute later I was kicked out of the chat and can no longer log in (the administrator deactivated it).
So my request has finally been granted. It's just a shame that it didn't happen the normal way.
(I also asked for self-exclusion directly, but that was also ignored.
In chat and by email.)
My problem with Quick Win is now solved.
Thank you
Automatic translation:
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4 months ago
Dear anjaangelina,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
