QuickWin Casino - Player's self-exclusion is not being respected.

Hello there, it's the same story again and again. Despite excluding myself from all their Curacao casinos, they allow me to enter, deposit, and thus lose another 500 euros. I can't take it anymore. But at least, could you try to help me, please? I am trying to get out of this compulsive gambling trap.

Dear luxor83,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings QuickWin Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@quickwin.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Thank you in advance.

Best regards,

Petronela

But at least help me get my money back

Hi luxor83,

• If you informed this casino previously about your intentions to close your account due to a gambling problem, please forward any relevant communication to petronela.k@casino.guru.

Thank you.

Dear, I am excluded from all Curacaos... in Europe, Italy when you self-exclude on a casino you are automatically excluded from all AAMS casinos... THE CURACAOS IGNORE THEY PRETEND. PLEASE LET ME RETURN MY MONEY

Hi luxor83,

I acknowledge that you may have self-excluded yourself from online casinos licensed in Italy. However, QuickWin Casino operates under the license of Curaçao Antillephone N.V.

Unfortunately, if you haven't informed QuickWin Casino about your gambling problem specifically, there's limited action we can take on your behalf. I highly recommend sending them the self-exclusion template provided earlier.

For your reference, please check the following article:

The Role of AAMS

AAMS acts as the regulatory body for various forms of gambling in Italy, including sports betting, casino games, poker, and more. Its primary responsibilities include:

Licensing

Licenses for operators wanting to provide their services in the Italian market are issued by AAMS. These licenses guarantee that operators adhere to strict guidelines regarding security, fairness, and ethical play.

Player Protection

The primary goal of AAMS is to protect players. It assists those who are battling gambling addiction and upholds laws designed to stop problem gambling. Players might choose to get assistance services and self-exclude from gambling websites.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear luxor83,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.