QuickWin Casino - Player’s account closure request is ignored.

Buon giorno, praticamente già avevamo inviato un reclamo perché avevo richiesto i la chiusura del mio account al casinò e invece la mia richiesta non era stata considerata. Non siamo potuti procedere con il reclamo in quanto loro mi avevano chiesto la motivazione ed io non ho risposto, quindi in seguito richiedo nuovamente la cancellazione specificando che ritengo di avere grossi problemi legati al gioco. Ma ad oggi il mio account è ancora aperto e quindi continuare a spendere soldi più di quelli che rientrano nelle mie possibilità. Grazie anticipatamente

Dear luciosanfi,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

Could you please forward me the email you sent to the casino with the request to close your account? My email address is veronika.f@casino.guru. Kindly include the casino's replies as well.

Could you kindly specify how many deposits you made into this casino from the moment you requested your account to be closed due to gambling issues?

Have you passed the full KYC verification?

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

Best regards

Veronika

Buon giorno, ho inviato il tutto per email

Thank you for providing me with the emails. Has the casino replied to your request from December 19 that you wish to proceed with the closure of your account?

Nelle email che le ho inviato trova tutto, ad oggi ho rigiocato ed il conto è ancora attivo

Mi consigliate di parlare con il manager del casinò? Magari troviamo un accordo velocizziamo il reclamo?

Thank you very much, luciosanfi, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Ok grazie

Hello luciosanfi,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear QuickWin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Buona notte a tutti, ormai aspetto risposta dal casinò in riferimento alla richiesta di Michael prima di aggiungengere altro che accade in seguito a tutto quello già elencato. Attendo risposta di coerenza e rispetto da parte del casinò nei confronti di una persona che finalmente a capito di avere problemi e iniziare a crearne molti altri anche a terze persone. Buona notte

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.

Dear luciosanfi,

We are sorry to hear that. We kindly request you to please share the screenshot of your closure request with the date and your email address. That will be helpful for us to check your request and proceed accordingly.

Waiting for your screenshot.

Quickwin team.

Dear luciosanfi,

Please follow the casino's instructions.

Dear QuickWin Casino,

Can you give us an update on the situation?

Buono giorno, speriamo una risposta veloce ma soprratutto la cancellazione del conto gioco visto che in questa settimana ho rigiocato di nuovo un paio di volte spendendo almeno altri 1200 euro.....

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.

Dear luciosanfi,

We would like to kindly apologize for the delay.

We would like to inform you that we are looking into your request and the verification will be completed as a matter of urgency.

Thank you for your cooperation. 

Kind Regards,

Quickwin Casino Team

Dear QuickWin Casino,

Can you give us an update on the situation?

Dear Michal,

We would like to inform you that we've asked the player to provide us few more details via email and we're waiting for his reply.

We will share an update at the earliest possible.  

Thank you for your cooperation. 

Best regards,

QuickWin Casino Team

Dear luciosanfi,

Did you provide the casino with the requested information?

Domani lo farò

Comunque possiamo definire il caso risolto

Domani con certezza facciamo tutto

Dear luciosanfi,

Please provide the casino with the requested info. I will keep the complaint open until the whole process is finished.

Buona sera, documenti mandati

Dear QuickWin Casino,

Can you confirm when you receive the player's documents?