HomeComplaintsQuickWin Casino - Player’s account deletion request is delayed.

QuickWin Casino - Player’s account deletion request is delayed.

Amount: €4,000

QuickWin Casino
Submitted: 11 Dec 2024 | Closed : 18 Dec 2024
Closed Our verdict

Other

REJECTED

Case summary

The player from Italy had requested account deletion on the Quick Win platform over a month ago, but the request had not been processed, and she continued to play, resulting in a loss of funds. After reviewing her complaint, it was explained that the team could not compel the casino to close accounts without a stated reason related to gambling problems. Consequently, the complaint was closed as no further action could be taken.

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Translation

Good morning, I requested the deletion of my account on the Quick Win platform over a month ago, but this has not happened, and of course, I continued to play and spent everything. Can you help me?

Automatic translation:
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Dear luciosanfi,

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 and it is not a problem for us if the account remains open. 

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 specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina


Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

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Translation

OK thank you

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Thank you for your reply, luciosanfi. Could you please clarify your last message? I am not sure how to proceed with this complaint.

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Translation

I didn't give any reason for the request to delete my account because I was quite upset about losing all my funds, so I thought it unnecessary to give an explanation. Also because I think that Dell account deletion decisions always have the same motivation. Thank you very much

Automatic translation:
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Thank you for your reply, luciosanfi. Although I understand your frustration, we are not in a position to force casinos to close players' accounts unless they express gambling problems. The easiest solution is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway.

If there is anything else I could help you with, please let me know, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

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Translation

I understand thanks anyway

Automatic translation:
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Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

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