QuickWin Casino - Solicitação de encerramento de conta do jogador ignorada.

Dear Team,

I am completely desperate. On July 8th, 2023 I tried multiple times via live chat and email to have my account closed because I am spending too much money and I cannot control my gambling behavior, but without success. As a result, I continued to gamble and lost all my money. In response to my first email, I received an offer of €50 to try my luck again, and after that, I only received a response asking if I wanted to close my account for 30 days, to which I replied yes. However, my account remains open, and I have now spent approximately €2,300 and am completely penniless. I hope you can help me by refunding my money and subsequently closing my account.

Best regards,

Liebes Team,

Ich bin völlig verzweifelt ich habe bereits am 08.07.23 mehrfach versucht über den livechat und auch via e-mail mein Konto sperren zu lassen da ich zu viel Geld ausgeben und mein spielverhalten nicht im Griff habe, aber leider ohne Erfolg was dazu geführt hat das ich immer weiter gespielt habe und mein ganzes Geld verloren habe. Auf meine erste mail bekamm ich 50€ Angebot um mein Glück nochmal zu versuchen und danach habe ich nur noch eine Antwort bekommen ob ich mein konto für 30 tage schließen möchte worauf ich mot ja geantwortet habe aber leider wird mein konto einfach nicht gesperrt sodass ich mittlerweile ca. 2300€ ausgegeben habe und nun komplett mittellos da stehe ich hoffe sie können mir helfen mein geld zurück zahlen und mein konto anschließend sperren zu lassen

Liebe Grüße

Dear marahtrabelsi2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

• Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Thank you very much for your help and the quick reply. I reported on July 8th, 2024 that I was spending too much money and on August 1st, 2024 I wrote very clearly that I was addicted to gambling and was losing all my money. I did not specify a period of time for which the account would be blocked.

Vielen Dank für ihre hilfe u d die schnelle Antwort. Ich habe am 08.07.24 mitgeteilt das ich zu viel Geld ausgeben und am 01.08.24 ganz klar geschrieben das ich spielsüchtig bin und mein ganzes Geld verspiele. Einen Zeitraum Wielange das Konto gesperrt sein soll habe ich nicht genannt.

Today I asked again via live chat for an account closure and refund because the terms and conditions state that an account closure only lasts 24 hours and my account was closed now I am just waiting for the refund

Ich habe heute erneut über den livechat um eine Konto schließung und erstattung gebeten da in den AGBs steht das eine Konto sperrung nur 24 Std dauert und mein Konto wurde gesperrt jetzt warte ich nur noch auf die Erstattung

Hi marahtrabelsi2,

• Could you please forward the response you sent to the casino's request asking you to explain the reason for wanting to have your account blocked?

Thank you.

Good day,

At first I said that I had spent too much money and only received 50 € cashback.

However, since my account had still not been closed after 2 days, I wrote again that my account should be closed as soon as possible. On July 12th, the offer for €50 came, but I didn't see it until late because by then I had already lost all the money I had in the account. I also repeatedly asked for a quick closure in the live chat and was repeatedly asked to request a closure by email because I was a VIP.

Guten Tag,

Zuerst habe ich als Begründung angegeben das ich zuviel Geld ausgeben und nur 50 € cashback bekommen habe.

Da mein konto aber nach 2 Tagen nochimmer icht geschlossen wurde habe ich erneut geschrieben das mein Konto so schnell wie möglich geschlossen werden soll. Am 12.07 kam dann das Angebot mit den 50 € das habe ich aber erst spät gesehen da ich zu dem Zeitpunkt bereits das gesamte Geld was ich auf dem Konto hatte verspielt habe zusätzlich habe ich im livechat immerwieder um eine schnelle schließung gebeten und wurde immerwieder darum gebeten eine schließung per mail anzufordern da ich ein vip war.

Hi marahtrabelsi2,

• Could you please let us know when you first mentioned having a gambling problem?
• When was the following email sent?
• Could you forward it as an attachment (not a screenshot) to petronela.k@casino.guru?

Thank you.

Hello Petronella,

I have already forwarded the email to you.

Best regards

Hallo Petronela,

Ich habe Ihnen bereits die Email weitergeleitet.

Liebe Grüße

Hi marahtrabelsi2,

• Could you please let us know if you made any deposits into your account after August 1st, when you first informed the casino about your gambling problem?

Thank you.

Good day,

I already informed the casino on July 8th that I cannot control my gaming behavior and that my account should be closed as soon as possible.

Via live chat and also by email.

Unfortunately, I made many transactions after August 1st, but I no longer have access to the account to show you my payment history.

Furthermore, the casino has stated in its terms and conditions that accounts will be closed after a maximum of 24 hours, which was not the case for me.

Best regards

Guten Tag,

Ich habe dem casino bereits am 08.07 mitgeteilt das ich mein spielverhalten nicht im Griff habe und das mein Konto so schnell wie möglich geschlossen werden soll.

Via livechat und auch per Mail.

Nach dem 01.08 habe ich leider auch noch viele Transaktionen getätigt leider habe ich keinen Zugriff mehr auf das Konto um Ihnen meine einzahlungshistorie zu zeigen.

Desweiteren hat das casino in ihren AGBs stehen das eine kontoschließung nach maximal 24 Std. Erfolgt was bei mir nicht der Fall war.

Liebe Grüße

Thank you very much, marahtrabelsi2, 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.  

Hi marahtrabelsi2,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite QuickWin Casino to the conversation to participate in the resolution of this complaint.

Hello Peter,

Thank you very much for your support

Hallo Peter,

Ich danke euch sehr für die Unterstützung

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.

Dear all,

Thank you for reaching out!

We have conducted an investigation into the customer's claim. 

We would like to confirm that the account was closed on 7th of August. We did not find any mention of the Responsible gambling issues before it was expressed to us on the 1st of August.

Therefore, as a gesture of goodwill, we would like to offer the customer a refund of the deposits made after 24 hours have passed since the time the Responsible gambling issues were mentioned on August 1st (770 EUR).

The refund is subject to signing a waiver letter.

Please let us know if you accept the offer.

Best regards,

Quickwin team 

Ladies and Gentlemen

I have already pointed out several times that I do not have my gaming behavior under control and I would like my account to be closed quickly because I spend too much money. (Live chat and by email)

Nevertheless, I would like to accept your offer and thank you for your goodwill.

I request a prompt refund

Best regards

Sehr geehrte Damen und Herren,

Ich habe bereits vorher mehrfach darauf aufmerksam gemacht das ich mein spielverhalten nicht unter Kontrolle habe und um eine schnelle kontoschließung bitte da ich zu viel Geld ausgebe. (Livechat und per Mail)

Dennoch möchte ich ihr Angebot annehmen und bedanke mich für ihre Kulanz.

Ich bitte um eine schnelle Erstattung

Mit freundlichen Grüßen

Hi all,

Thank you for your replies.

Dear QuickWin Casino team,

Although the player did not explicitly state a gambling problem, they indicated a significant monetary loss and a desire to close their account. It is advisable to ask follow-up questions to assess any potential gambling issues for future reference.

Dear marahtrabelsi2,

We're glad to hear that your funds will be refunded. In the future, if not possible to keep away from playing, I suggest informing the casino about your gambling problem with the first request to close your account. The casino will have no other choice but to close your account. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter