The player from Germany requested the casino to acknowledge their self-exclusion request made on February 7-8, 2025, which was not processed, leading to significant financial losses totaling approximately 1395 euros. They sought the return of their lost amount, attributing their situation to psychological distress due to the casino's failure to block the account. The Complaints Team clarified that the losses occurred shortly after the self-exclusion request and that the casino required time to process such requests manually. Consequently, it was determined that the losses were not eligible for a refund, and the complaint was rejected.
QuickWin Casino - Player’s account remains active despite self-exclusion request.
Amount: €190
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Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 days ago
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2 months ago
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Dear Sir or Madam from Quickwin
my name is Antoniya S*** and I would like to make an official request regarding my account. On February 7-8, 2025, I requested the casino to delete my account and block my access to the platform due to my self-exclusion, however, my account has not been blocked so far and I have lost a significant amount through further bets.
This loss amounts to approximately 1395 euros, which represents a huge financial burden for me. I am in a particularly difficult situation and am experiencing serious psychological distress as a result of this incident. I would like to inform you that I am once again completely excluding myself from any gambling and expressly declaring that I will not repeat this process. I would also like to stress that this decision was made under considerable psychological stress and personal vulnerability.
Since my account was not blocked after the requested deletion, and I also did not receive confirmation by email, I ask you to consider the possibility of returning me the lost amount, since my actions were under the influence of psychological and emotional stress caused by the platform and the fact that the self-blocking was not applied in a timely manner.
I enclose a copy of the self-exclusion document and any other evidence that may support my request.
I hope that you will show understanding and compassion during this difficult time and strive to resolve this issue in the best possible way.
Thank you in advance for your attention and support.
Best regards
Edited by a Casino Guru admin
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2 months ago
Dear q26j7vc82n,
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 advise if you informed the casino about the reason for your request? 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
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2 months ago
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I have sent you an email with all the information I have.
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2 months ago
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Hello , the AOSIS. Is OASIS is a nationwide system in Germany that controls access to gambling in order to protect vulnerable players from addiction and financial loss. Enrollment in this system means that the person cannot participate in gambling on licensed platforms and casinos in the country until the ban expires or until it is officially lifted after submitting an application.
It is the Darmstadt Regional Council in Germany that confirms an entry in OASIS (Online Query Player Status – State Treaty on Gambling 2021) – the player blocking system in connection with the German Gambling Act.
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2 months ago
Thank you for your reply, q26j7vc82n. First I must clarify that the casino operates with a license issued by Comoros (AOFA), therefore, it does not have access to the OASIS register of self-excluded persons valid in Germany.
Now, I apologize, but we do not have the capacity to review dozens of emails you sent. Please forward me only the information I requested in my initial message - your self-exclusion request in which you informed the casino about your gambling problem.
Also, could you please clarify if you currently have access to your casino account?
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2 months ago
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Good morning,
This was the first email I received asking me to close my account.
However, I still have access to my account. In addition, I keep receiving promotional emails asking me to make a new deposit, but so far I have had no response from support.
The amount I want to be refunded was calculated correctly and I also received a bank statement.
Since I don't have access to AOSIS, does that mean I won't get my money?
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2 months ago
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Good day,
My casino account has been deactivated and closed, but I have not received an email confirmation yet.
Since this only happened after 11 days of no response from the casino, this resulted in additional losses on my part as I tried to win back my already lost funds.
Despite everything, I maintain my demand for reimbursement of the amount and hope for a fair and satisfactory solution.
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1 month ago
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Good morning,
I would like to add that I have not received a response from support yet. Moreover, my access was blocked after the last contact via live chat, where I was promised a response from support. Now they seem to be ignoring me too.
I would also like to point out that the AOFA email address is invalid.
Now I am waiting for your response. After receiving your information (if the casino refuses to cooperate)
I am forced to report the casino to the Gambling and Consumer Protection Commission.
Thank you for your attention!
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1 month ago
Thank you very much, q26j7vc82n, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 month ago
Hello q26j7vc82n,
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
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1 month ago
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.
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1 month ago
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Since February 8th, I have only received the message that my request is being processed - but without any concrete results or a clear time frame for a solution. Even after waiting 20 days, I have only received the same answer from support (see attached screenshot).
Nevertheless, as a sign of goodwill, I have temporarily paused my complaints submitted to the Gambling Commission and the Consumer Advice Center and informed them that I have received a response from Quichwin.
However, I have been informed that I have the right to resubmit my complaints if I do not receive a final solution and support within 14 days. I very much hope that this case can be resolved amicably and without the involvement of other institutions, as this would be an unpleasant development for both parties.
In addition, I am considering filing a class-action complaint and will contact other affected players if my issue is not resolved in a timely manner.
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1 month ago
Dear q26j7vc82n,
We would like to kindly apologize for the delay.
We would kindly request that you remain patient as we endeavour to complete the verification of your report as soon as possible.
Thank you for your cooperation.
Kind Regards,
QuickWin Casino Team
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1 month ago
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I have been waiting for you to carry out the said verification since February 8th, and today is already March 8th.
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1 month ago
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Subject: Final request for reimbursement of €1395 and further losses of €190
Dear QuickWin Casino Team,
I would like to inform you that I have already filed a complaint with the Gambling Commission in Germany and an investigation into your activities has been initiated. In addition, I have also filed a complaint with the European Consumer Centre (ECC) / Consumer Commission today.
If I do not receive a full refund of the €1395 and the additional losses of €190 by the end of this week, I will file a complaint with the tax office (Ministry of Finance) and the police.
So far, QuickWin only offers a refund of €190 and rejects my request for a refund of the €1395 by referring to the internal rules of their website. However, these rules are invalid and do not override the laws in Germany because you do not have a valid license to operate in Germany.
Therefore, I again request a full refund of €1395, as well as reimbursement of the additional losses of €190. I expect this matter to be resolved immediately and if no action is taken, I will take legal action to protect my rights as a consumer.
I look forward to your prompt response and full support.
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1 month 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.
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4 weeks ago
Dear q26j7vc82n,
I am in contact with the casino representative outside of this thread, and I am expecting an answer from the casino soon, that's why I am setting another timer. Your patience is greatly appreciated.
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4 weeks ago
Dear q26j7vc82n,
We are sorry to hear about your experience.
We kindly request you to please give us some more time as we are checking your case with our relevant departments. We will try our best to help you in this situation as soon as possible.
Thank you for being so patient with us! We really appreciate it.
Best regards,
Quickwin team.
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4 weeks ago
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Please find a solution to this situation.
I have sent you numerous emails – please take note of them.
You refer to your rules and policies on the website. On February 8, 2025, I sent you an email requesting self-exclusion. Please refund my deposits from February 9, 2025, as well as any subsequent losses until my account is closed.
You promised to refund me €190, but that hasn't happened yet.
I hope you understand my situation and my financial hardship.
The measures I'm taking are out of sheer desperation. My account has been in the red for the second month now.
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4 weeks ago
Dear QuickWin Casino,
It's already been 2 weeks since your initial reply in this thread. I trust that we will get an update from you sooner rather than later.
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3 weeks ago
Hello all,
We would like to share an update that as q26j7vc82n had sent the initial request on February 8th, 2025. After 24 hours, as the account was still not closed, q26j7vc82n was able to deposit another 190 EUR. Therefore, we have sent a request to q26j7vc82n via email asking to please confirm and share wire details for us to proceed further.
Wire details was requested on March 10th, 2025.
We are still waiting for the details and update from q26j7vc82n.
Best regards,
QuickWin team.
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3 weeks ago
Dear q26j7vc82n,
Please let me know as soon as you receive your funds. I will be looking forward to hearing from you.
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3 weeks ago
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Yes, I'd be happy to!
Please inform me what will happen with the complaint of €1395, as the casino will only refund the subsequent losses of €190.
MFG
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2 weeks ago
Dear q26j7vc82n,
Just to confirm, do I understand correctly that besides the deposits in the amount of €190 that you made after the date of self-exclusion request, there were more funds in your account at the time of making the request?
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2 weeks ago
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I had hoped to get my money back. The casino blocked my account on February 19, 2025. On February 18, 2025, I made deposits totaling €190.
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1 week ago
Dear q26j7vc82n,
We would kindly ask you to provide us the bank details requested via email as soon as possible in order to proceed with your payment.
Thank you in advance.
Best regards,
QuickWin Casino Team
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1 week ago
Dear q26j7vc82n,
I apologize for the late reply. I will need to discuss this case with my colleagues, therefore, I will require a bit more time for investigation. I appreciate your patience up until now, and I will be informing you as soon as possible.
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1 week ago
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This is the casino's response.
Despite providing my bank details three or four times, I have never received a refund – not even a single cent.
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1 week ago
Dear q26j7vc82n,
We are pleased to inform you that your payment has been successfully completed.
Kind Regards,
QuickWin Casino Team
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1 week ago
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Good day,
I received a notification from Quickwin that a refund of €190 has been made to my bank account for the losses following my request to close my account on February 8, 2025. The casino cites internal policies and again denies my request for a refund of the €1395 losses from February 8, 2025.
Despite the information I provided regarding the illegal payment method and all documents, they refuse to reimburse me for the losses from February 8, 2025.
I have not yet received a response or answer to my request to provide information and contact details regarding the payment method and the casino's policies in case of fraud.
I stand by my request for reimbursement of the €1,395 losses from February 8, 2025. This €190 refund is not a solution to the problem and does not clarify the situation.
The casino, which doesn't have a license to offer gambling in Germany, also violated my AOSIS ban. They also restricted communication with me by blocking live chat for a certain period of time, and they don't offer any legal and legally recognized payment methods!
I again ask Casinoguru to support me in this fight for justice! I request that the €1,395 dispute be continued!
If I receive the following losses from February 8th to February 19th in the amount of €190 in my bank account, I will inform you!
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1 week ago
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Here you can find information about the casino's payment method, an official statement, and a document.
https://find-and-update.company-information.service.gov.uk/company/15194238/filing-history
This is a statement from my bank account showing transfers to Quickwin on February 8, 2025.
Here you can see the official notification and confirmation of closure of Bytebloom LTD, which was filed and confirmed with Companies House UK.Automatic translation:
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1 week ago
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I ask Quickwin again what internal rules and guidelines they are citing when they violate so many laws!
Have you been informed about the status of Bytebloom LTD and how are you protecting yourself and your customers, given that if you have been informed that Bytebloom LTD is closed and no longer allowed to process payments, this has clear legal consequences?
I hereby expressly declare that Quickwin has not provided me with any educational services and, in accordance with the law:
If payments are made to a company that was officially closed on October 26, 2024, but the transaction was completed in February 2025, the following laws and regulations apply in Germany:
1. Payment Services Supervision Act (ZAG) – Act on the Supervision of Payment Services:
• Under this law, which regulates payment services in Germany, a company that has been officially closed or liquidated may no longer conduct business, including processing payments. Payments to such a company are illegal, and payment service providers (such as banks or payment providers) are prohibited from processing such payments.
2. Insolvency Code (InsO) – Law on Insolvency:
• According to this law, all commercial activities of a company, including the acceptance of payments, must cease if the company is in the process of liquidation or has been closed. Once the company has been liquidated, it has no right to conduct any business, including accepting payments.
3. German Commercial Code (HGB) – German Commercial Code:
• Under this law, a closed company cannot continue commercial activities unless it is in liquidation. These processes do not allow the closed company to make payments.
4. Section 15 (1) InsO – Insolvency Act:
• This provision states that if a company is deleted or liquidated, all transactions not related to the liquidation of its assets must cease. Therefore, if the company was closed in October 2024, it would not have the right to accept payments in February 2025.
Additionally:
The company was founded with only 1 pound of capital and never paid out its shares – this indicates the lack of any real financial activity.
Conclusion:
In the case of payments made to Bytebloom LTD in February 2025, which was closed in October 2024, the above-mentioned laws apply. After the company's closure and liquidation, it had no right to accept payments. If payments were made to the company after this date, these transactions must be considered illegal and unlawful.
I again request that the amount of €1,395 be refunded within a reasonable time!
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1 week ago
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Here I would also like to present to you again the notification from the casino about the reimbursement of the subsequent losses in the amount of €190, as well as the encouragement to use and visit their website!
Absolutely unacceptable.
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1 week ago
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Finally:
Bytebloom LTD is affiliated with Quickwin and acts as their payment service provider.
In view of the above and submitted evidence, the payments made to Quickwin through Bytebloom LTD are invalid – as are all confirmations by me regarding these payments.
Quickwin has not provided me with the educational service that I paid for through their payment service provider and declared educational provider Bytebloom LTD.
What policy do you apply in this case, dear Quickwin team, and which internal rules do you refer to?
I await your reply!
Thank you in advance.
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1 week ago
Dear q26j7vc82n,
Just to confirm, do I understand correctly that you lost all of your balance on the 9th of February, 2025? Were there any more movements on your player account after this date besides the aforementioned €190? If so, when?
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1 week ago
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I can't give a precise answer because I don't remember, but I saw this on my bank statement. I think the losses occurred on February 8, 2025, and it's possible the payments were processed on February 9, 2025, but I'm not sure. The later losses were posted on February 17, 2025, in the amount of €190, which the casino has already refunded to me.
Currently, I have filed several complaints to the payment provider since the casino was closed in 2024, and I have also proven that the casino does not have a license and shown my ban.
Could you please explain to me why the casino continues to refuse to refund me the €1,395?
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6 days ago
Dear q26j7vc82n,
If your losses happened on the day of the self-exclusion request and the day after, these are not eligible to be refunded because the casino needs a certain timeframe to process the self-exclusion requests, since they have to be sorted out manually, case by case. I am afraid that due to the fact that the losses happened so early after your request, there are no more funds to be returned to you. I am sorry I could not have helped you more.
Do you consider the already processed refund of 190 euros as a satisfactory resolution of your complaint?
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6 days ago
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The casino is unlicensed, and Bytebloom LTD is an illegal dealer. The casino also doesn't have a license to offer gambling in Germany, which I have documented. My ban by AOSIS was already in effect on February 8, 2025, and the fact that the casino has its own internal rules and policies doesn't allow it to violate official laws in any country!
If they want to offer gambling, they must also have a license. And if they process payments, they must be processed through a legal and officially registered merchant, not one that was dissolved in October 2024!
Given their multiple violations of the law, financial violations (due to their failure to file tax returns and pay taxes), their ignoring of official documents, and their decisions based on internal rules and policies, this is only possible in countries where they have a license and are permitted to operate! They do not have this right in Germany!
I hereby expressly declare that I continue to dispute the sum of €1395 deposited to the casino on February 8, 2025, via Bytebloom LTD, based on my consumer rights and the applicable laws in the federal state of Germany!
Dear Gasinofuru, with reference to applicable laws and the above-mentioned facts, I request your assistance in reimbursing me for the €1,395 loss. I also request the rejection of Quickwin's decision, which is based on their personal policy and justifies the application of their rules. They not only have the right to offer gambling but also lack the legal authority to apply their policies and rules. They have no legal right to operate a website in Germany, which is part of the European Union. This has also been officially confirmed by the GGL (I have also sent you a copy of it).
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5 days ago
Dear q26j7vc82n,
Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules. If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you.
In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs.
Also, as I have mentioned in my previous replies, the self-exclusion procedure was handled correctly and in a reasonable timeframe by our standards.
Due to the aforementioned reasons, this complaint will now be rejected. 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.
