The player from Austria had discovered that the casino she had been playing at was not licensed to operate in her country. According to local law, she demanded a refund from the casino. In response, her account was abruptly blocked. She had reached out to the complaints team for assistance, but they explained that the casino had not violated any terms. The player's responsibility had been to be aware of her country's gambling laws before registering. Consequently, we concluded that the casino had acted correctly and the complaint was rejected.
QuickWin Casino - Player's account was blocked after requesting a refund.
Amount: €290
QuickWin Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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8 months ago
Translation
I have come to learn that since I'm from Austria and this casino does not have a license to operate in Austria, I can retrieve my money since the only authorized entity by the court is win today
Thus, I want my money back. According to Austrian law, the casino is obligated to refund the money. I wrote to the casino expressing my demands. I hope they will repay my money. I dropped an email and messaged the live chat, but after doing so, my account was immediately blocked.
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8 months ago
Hello mell1987,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with QuickWin Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Do you have any real money balance on your casino account at the moment? When was the last time you spoke to the casino and what was it about?
Please note that it was your decision to register there and by doing so you agreed to their terms and conditions so there are not obligate to to refund anything. It is not an excuse that you did not read the terms and find out about their license earlier.
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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8 months ago
Translation
According to Austrian law, there is only one online casino with a license, namely Win Today. All others are illegal, so according to the court, you can claim back the money you lost for 30 years.
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8 months ago
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I wrote an email to support on April 13th 
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8 months ago
Hello mell1987,
From our point of view, if the casino does not restrict the player from registering, they are free to do so. It is up to the player to know it's own country's law and it is not an excuse that the player was not aware of these rules prior to registering there. Every single player has to accept the terms and conditions when registering and not reading them is not the casino's fault.
If you wish to purse the case further I would recommend to contact the local authorities but unfortunately, there is nothing we can do as the casino has done nothing wrong.
Is there anything else we could assist you with? If not, we will be closing the complaint.
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8 months ago
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why do they claim that I caused the s to close my account myself, which is not true, and they wrote to me that support will contact me, how long should I give them and if I read the terms and conditions, they should check that it is correctly written in German
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7 months ago
Hello mell1987,
We can't know what kind of conversation went through you and the casino. However, as stated above, you were free to register in the casino as the casino terms allow it. If your country of residence have any laws against gambling, you should contact the local authorities. From our point of view, the casino acted correctly.
As you did not request any additional assistance, the complaint will be now rejected.
Regards,
Nick
