The player from Germany, who had self-excluded for protection, was able to deposit money into the casino, which violated Germany's gambling laws. After he reported this to the casino, his account was blocked and his requests for a refund went unanswered. The player claimed to have applied for a nationwide self-exclusion in Germany, but the casino clarified that such an exclusion did not apply to them as they did not hold a German license. The player did not respond to further inquiries, thus the complaint was rejected due to lack of communication.
QuickWin Casino - Player's deposit during self-exclusion is not refunded.
Amount: €400
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
Translation
Hello everyone,
I was officially blocked from all online casinos from 7:55 PM on 22.12.2023 until 7:55 PM on 23.12.2023 for my own protection.
Nevertheless, I was able to deposit into this casino and the current rules in Germany state that this is not lawful.
I contacted the casino accordingly and was immediately blocked and barred. Further inquiries were not answered.
I thus request help to get a refund!
Automatic translation:
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11 months ago
Dear Max993,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with QuickWin Casino.
Where and when exactly did you self-exclude yourself? How long after that did you create your account? How fast after your direct contact with the casino did they close your account?Could you please advise if you have requested a self-exclusion from QuickWinCasino directly?
Looking forward to hearing from you.
Best regards,
Nick
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11 months ago
Dear Max993,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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11 months ago
Translation
I applied for self-exclusion at Wunderino, but was still able to deposit there...
I don't get any response to messages - I just want the money I deposited back because, as I said, I was blocked.
Automatic translation:
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11 months ago
Dear Max993,
Can you please clarify what connection does this complaint has with Wunderino Casino? There are 2 entirely different casinos and if you did self-exclude there, it has no affect on QuickWin Casino.
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11 months ago
Translation
Yes, it was about a nationwide exclusion throughout Germany. In Germany, stakes over €1 are not allowed, so this is also not legal.
Automatic translation:
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10 months ago
Dear Max993,
There is no such thing nationwide exclusion. If you did request for exclusion at German license, you are excluded only in casinos having German license. As QuickWin Casino does not have it, your exclusion is not valid neither the max bet of 1€ law is applied.
As you did request for exclusion directly from the casino only after your loss and no further deposits were made by you, the casino did everything according to their terms and you are not eligible for any refund.
Is there anything else we can assist you with? If not, the complaint will be rejected.
