The player from Switzerland had had his account deactivated and his withdrawal requests cancelled. Live chat requests had failed to resolve the issue and the email inquiries had remained unanswered. The player had opened his account on January 13, 2024, and had primarily played live roulette and occasionally sports betting. His winnings had been achieved without a bonus. However, after reviewing the case and communicating with the casino, we had concluded that the player had violated the casino's rules by betting on opposite outcomes using two or more accounts. As a result, we had been unable to assist the player in this matter, and had recommended him to contact the Antillephone Gaming Authority for further assistance.
QuickWin Casino - Player's account is suspended and withdrawals cancelled.
Amount: 2,700 CHF
QuickWin Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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10 months ago
Translation
The account has been deactivated by the administration (login is no longer possible). Withdrawal requests have been cancelled. Account balance: 2'700 CHF.
Live chat requests have been fruitless as it has been suggested that for security reasons, I should contact customer service via email. However, email inquiries remain unanswered.
Automatic translation:
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10 months ago
Dear doxxhopper93,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
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10 months ago
Translation
Hello,
- I opened the account on January 13, 2024, the account has not yet been verified. The verification page always said: "Your account does not require verification at this time"
- I mainly played live roulette, with occasional sports betting
- The winnings were achieved without a bonus
Edited
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10 months ago
Hi doxxhopper93,
Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru?
Thank you.
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10 months ago
Translation
Hello Petronela, I have just forwarded the information.
Automatic translation:
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10 months ago
I'm sorry for the late reply. Thank you very much, doxxhopper93, 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.
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10 months ago
Hi doxxhopper93,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite QuickWin Casino to join the conversation and contribute to the resolution of this complaint.
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10 months ago
Dear Peter,
Thank you for contacting us.
We would like to inform you that we sent you an email to peter.m@casino.guru. Looking forward to your reply.
Best regards,
QuickWin.com
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9 months ago
Thank you QuickWin Casino team for the evidence and explanation.
Dear doxxhopper93,
I'm afraid, I won't be able to help you with this one. Your complaint will be rejected based on the evidence provided. The casino has to follow strict AML rules and therefore can't accept betting on opposite outcomes using two or more accounts. I can only recommend you refrain from using such strategies in the future to avoid trouble. If you disagree with our decision, please turn to the Antillephone Gaming Authority for further assistance (https://casino.guru/licensing-authorities/curacao-license-3). I wish I could be of more help.
Best regards,
Peter
