QuickWin Casino - A conta do jogador foi encerrada devido à violação da política de autoexclusão.

Quickwin manipulated withdrawal limits, ignored a closure order, and violated self-exclusion for addiction (Ticket 49859652)

I am filing this formal complaint against the operator Quickwin for gross negligence, predatory marketing, and systematic violation of international Responsible Gaming protocols. I gave the casino a 72-hour period for an amicable resolution, which expired today with their silence, forcing me to escalate the case to public mediation. The proceedings consist of two continuous operational phases:

Point 1 (First Phase 2024-2025): I requested the permanent closure of my account due to unsustainable losses. The casino, through its VIP manager (Louis V.), ignored my request, employing aggressive retention tactics and offering me a €50 bonus to force me to reactivate my account. During this period, I accumulated a considerable winnings balance, reaching €80,000. At that point, the casino unilaterally downgraded my VIP status with the sole purpose of restricting my daily and weekly withdrawal limits. This technical manipulation artificially froze my funds to psychologically wear me down, forcing me to lose both my winnings and my deposits. Following this commercial abuse, I decided to irrevocably close the platform, explicitly disclosing my serious gambling addiction. The certified net loss for this tranche is 26,118 euros, to which will be added between 3,000 and 4,000 euros in additional credit card charges currently under internal audit by my bank.

Point 2 (Recent Segment 2026): The casino formally acknowledged my addiction through written communication from their agent, Sonia (dated 08/03/2025), confirming a complete account block for health reasons. However, after a year of inactivity, the casino reactivated my account by sending me a promotional bonus. This critical system failure caused an immediate relapse, allowing deposits totaling €16,150 in one week (€12,150 via debit card and €4,000 via credit card).

The casino is currently conducting an internal investigation under Ticket 49859652. I have attached screenshots of emails from Sonia and Louis V., the reactivation bonus record, and bank statements. I demand a full refund of €16,150 due to the self-exclusion error and fair compensation for the previous portion due to unfair business practices.

Quickwin manipuló límites de retiro, ignoró orden de cierre y violó autoexclusión por adicción (Ticket 49859652)

Presento esta queja formal contra el operador Quickwin por negligencia grave, marketing depredador y violación sistemática de los protocolos internacionales de Juego Responsable. He otorgado al casino un plazo de resolución amistosa de 72 horas laborables que ha finalizado hoy con el silencio por su parte, viéndome obligado a elevar el caso a mediación pública. El expediente se compone de dos fases operativas continuas:

Punto 1 (Primer Tramo 2024-2025): Solicité el cierre permanente de mi cuenta por pérdidas insostenibles. El casino, a través de su gestor VIP (Louis V.), ignoró mi petición aplicando técnicas de retención agresivas y ofreciéndome un bono de 50 euros para forzar mi reactivación. Durante este periodo, acumulé un saldo de ganancias considerables que llegó a alcanzar los 80.000 euros. En ese momento, el casino degradó unilateralmente mi nivel VIP con el único objetivo de restringir mis límites de retiro diarios y semanales. Esta manipulación técnica bloqueó mis fondos de forma artificial para desgastarme psicológicamente, forzando la pérdida total tanto de las ganancias como de mis depósitos. Tras este abuso comercial, decidí cerrar la plataforma de forma irrevocable exponiendo explícitamente mi grave adicción al juego. La pérdida neta certificada de este tramo es de 26.118 euros, a los que se añadirán entre 3.000 y 4.000 euros adicionales en cargos de tarjeta de crédito actualmente bajo auditoría interna por mi entidad bancaria.

Punto 2 (Tramo Reciente 2026): El casino reconoció formalmente mi adicción mediante comunicación por escrito de su agente Sonia (fecha 08/03/2025), confirmando el bloqueo total por salud. Sin embargo, tras un año de inactividad, el casino reactivó mi cuenta de oficio enviándome un bono promocional. Este fallo crítico del sistema provocó una recaída inmediata, permitiendo depósitos por valor de 16.150 euros en una semana (12.150 euros mediante tarjeta de débito y 4.000 euros en tarjeta de crédito).

El casino mantiene actualmente una investigación interna bajo el Ticket 49859652. Adjunto las capturas de pantalla de los correos de Sonia y Louis V., el registro del bono de reactivación y los extractos bancarios. Exijo el reembolso íntegro de los 16.150 euros por fallo de autoexclusión y la compensación justa del tramo anterior por mala praxis comercial.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with QuickWin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account no longer accessible?
• Was there any process necessary to reopen your account after the casino sent you a bonus offer? Did the casino send you the advertisement to the email address associated with your original account?
• When did you contact the casino asking for a refund? When was the last time the casino was in contact with you regarding the issue?
• Could you please share with me your recent communication with the casino regarding the refund? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good afternoon, I have sent you an email with the information you requested and what I believe may be important. Thank you in advance.

Buenas tardes, le he enviado correo electrónico con la información que me solicita y la que creo que puede ser importante. Gracias de antemano

Dear emilioe9,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear emilioe9,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the QuickWin Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a QuickWin Casino representative to join this conversation and participate in resolving this complaint.

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 for providing the information.

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 Igor and Casino Guru team,

I am compelled to intervene publicly due to the complete lack of response from the operator QuickWin on the public panel of this ticket. I don't know if they have responded privately. I am issuing a final ultimatum before the legal deadline for this complaint expires. I demand an urgent human review by the administration for a clear case of ongoing contractual fraud within Spanish territory.

The casino maintains absolute silence in the mediation because it knows perfectly well that it has no possible legal or contractual defense against the irrefutable evidence that is privately uploaded to this file:

The official corporate document signed by agent Sonia in March 2025, where the casino accepted my permanent closure and subsequent self-exclusion due to health and gambling addiction, securing a non-negotiable portion of 16,150 euros net that were accepted in violation of their own responsible gambling contract.

The evidence from the previous year demonstrates the original permanent closure of my account, which was illegally reopened through serious malpractice by VIP Manager Louis, carrying over the old tranche of 26,118 euros.

We are contributing to this public thread a piece of evidence that is destructive to the operator's reputation: the Official Final Resolution of the Ministry of Consumer Affairs of the Government of Spain, which formally condemns the parent company ADONIO NV to a fine of FIVE MILLION EUROS (€5,000,000) and absolute disqualification for operating clandestinely, illegally and without a license in Spain, flagrantly violating the protection of vulnerable users.

Having operated in absolute defiance of a state order for immediate cessation, the gaming contract is null and void. I am giving the operator one final, strict deadline to either enforce the agreement or resolve this matter privately before taking the next, and possibly final, step. I await your support instructions to keep this case open until its final resolution.

Sincerely,

Emilio

Estimado Igor y equipo de Casino Guru,

Me veo obligado a intervenir públicamente ante la total falta de respuesta del operador QuickWin en el panel publico de este Ticket, no se si se habra manifestado en privado, aportando un ultimátum definitivo antes de que expire el plazo legal de esta queja. Exijo una revisión humana urgente de la administración por un claro supuesto de fraude contractual continuado en territorio español.

El casino mantiene un silencio absoluto en la mediación porque sabe perfectamente que no tiene defensa legal contractual posible ante las pruebas irrebatibles que constan cargadas de forma privada en este expediente:

El documento corporativo oficial firmado por la agente Sonia en marzo de 2025, donde el casino aceptó mi cierre permanente y posterior autoexclusión por salud y ludopatía, blindando un tramo innegociable de 16.150 euros netos que fueron aceptados vulnerando su propio contrato de juego responsable.

Las pruebas del año anterior que demuestran el cierre permanente original de mi cuenta, el cual fue reabierto de forma ilegal mediante una grave mala praxis por parte del Gerente VIP Louis, arrastrando el tramo antiguo de 26.118 euros.

Aportamos a este hilo público una prueba de cargo destructiva para la reputación del operador: la Resolución Oficial Firme del Ministerio de Consumo del Gobierno de España, que condena formalmente a la empresa matriz ADONIO N.V. a la sanción de multa de CINCO MILLONES DE EUROS (5.000.000 €) y a la inhabilitación absoluta por operar de forma clandestina, ilegal y sin licencia en España, saltándose de forma flagrante la protección de los usuarios vulnerables.

Al haber operado en rebeldía absoluta contra una orden estatal de cese inmediato, el contrato de juego es nulo de pleno derecho. Doy un último margen estricto al operador para que ejecute el pacto o dé una solución a dicho caso de forma privada antes de dar el próximo y posiblemente definitivo paso. Quedo a la espera de sus instrucciones de soporte para mantener este caso abierto hasta su resolución definitiva.

Atentamente,

Emilio

Dear all,

I have tried to contact the casino representative outside of this thread in order to provide any and all evidence regarding this complaint.

Since QuickWin Casino is highly rated and has responded to all complaints so far, there is a significant chance that this case will also be resolved accordingly.

Therefore, I will reset the timer for the casino for the last time.

Dear all,

We kindly inform you that we are checking on the matter and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

QuickWin Team

Dear QuickWin Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

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.

I appreciate the follow-up from Igor and the Casino Guru team.

All relevant documentation and evidence related to this claim was submitted at the beginning of the claim and remains available for review.

I take note of the extension granted to the operator and await their final response regarding the facts presented in this file.

Thank you so much.

Agradezco el seguimiento de Igor y del equipo de Casino Guru.

Toda la documentación y las pruebas relevantes relacionadas con esta reclamación fueron aportadas al inicio de la misma y permanecen a disposición para su revisión.

Tomo nota de la ampliación concedida al operador y quedo a la espera de su respuesta definitiva sobre los hechos expuestos en este expediente.

Muchas gracias.

I am grateful once again for the follow-up from Igor and the Casino Guru team.

Seeing that the deadline given to the operator has already passed and that the case remains open, I wanted to ask if there is any update on the status of the claim or if the casino has provided any response to Casino Guru.

I await any updates. Thank you very much.

Agradezco nuevamente el seguimiento de Igor y del equipo de Casino Guru.

Viendo que el plazo concedido al operador ya ha finalizado y que el expediente continúa abierto, quería preguntar si existe alguna actualización sobre el estado de la reclamación o si el casino ha trasladado alguna respuesta a Casino Guru.

Quedo a la espera de cualquier novedad. Muchas gracias.

Dear all,

We truly appreciate your patience.

We would like to inform you that the request has been forwarded to the relevant team. Once there is any update you will be informed immediately.

Best regards,

QuickWin Team

I sincerely appreciate the update provided by the QuickWin team, as well as the constant mediation of Igor and the entire Casino Guru team in this matter.

I note that your request has been forwarded to the relevant department for review. Given the time that has elapsed since this claim was filed, I trust that this review will lead to a final decision on the merits of the case as soon as possible.

My intention remains to collaborate in a completely transparent manner with both parties to facilitate an amicable resolution of this case.

I await any updates. Thank you very much.

Agradezco sinceramente la actualización aportada por el equipo de QuickWin, así como la constante mediación de Igor y de todo el equipo de Casino Guru en este expediente.

Tomo nota de que la solicitud ha sido remitida al departamento correspondiente para su revisión. Dado el tiempo transcurrido desde el inicio de esta reclamación, confío en que dicho análisis permita alcanzar una respuesta definitiva sobre el fondo del asunto en el menor plazo posible.

Mi intención sigue siendo colaborar de forma totalmente transparente con ambas partes para facilitar una resolución amistosa de este caso.

Quedo a la espera de cualquier novedad. Muchas gracias.

Dear QuickWin Casino,

As I mentioned in my previous message, thank you for informing us that you are reviewing this case.

If there is anything the player or I can assist you with, please let us know.

Please also note that it has been more than a month since I initially invited you to participate in this complaint.

Therefore, I expect you to provide any and all relevant information before the current timer expires.

Additionally, please note that the complaint timer should be respected. If responses continue to be provided only close to or after the deadline, we will shorten the response time.

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.

Thank you, Igor, for continuing to handle this claim.

I would like to point out that this claim has been in process for several weeks now, as mentioned in the last contribution last week.

During this time, several extensions have been granted and some of the meters have even expired without the operator providing an answer on the substance of the matter, limiting themselves so far to indicating that the review continues.

I understand that certain internal checks may require time, but I believe that, after all the extensions granted, it should now be possible to communicate a clear and definitive position regarding the facts presented.

I trust that this new deadline will finally allow this review to be concluded with a substantive response from the operator.

We remain at your disposal.

Greetings,

Thank you so much.

Gracias, Igor, por continuar con la gestión de esta reclamación.

Me gustaría señalar que esta reclamación lleva ya varias semanas en tramitación, como se comentó en la ultima aportación de la anterior semana.

Durante este tiempo se han concedido varias ampliaciones de plazo y algunos de los contadores han llegado incluso a vencerse sin que el operador haya facilitado una respuesta sobre el fondo del asunto, limitándose hasta ahora a indicar que la revisión continúa.

Entiendo que determinadas comprobaciones internas puedan requerir tiempo, pero considero que, tras todas las ampliaciones concedidas, ya debería ser posible comunicar una posición clara y definitiva respecto a los hechos expuestos.

Confío en que este nuevo plazo permita finalmente cerrar esta revisión con una respuesta de fondo por parte del operador.

Quedamos a su disposición.

Saludos,

Muchas gracias.

Dear emilioe9,

Thank you for the patience.

We would like to inform you that we have contacted you via email. Please check it when possible.

Best regards,

QuickWin Team

Dear Igor and QuickWin team,

I confirm that I have received the email sent by the operator with a refund proposal of 5,000 EUR.

I appreciate that an offer was made after the case review. However, I believe that this amount does not reflect the main subject of my claim, as the losses corresponding to the second period, after the account reopening (which is the main subject of this claim), amount to €16,150 and have been duly documented throughout the proceedings.

The above refers only to the second part of the claim, without prejudice to the circumstances already explained regarding the first period, which I believe should also be taken into account in order to reach a comprehensive and fair resolution.

Therefore, I have already responded to the operator by email requesting an explanation of the calculation performed and reiterating my willingness to reach an amicable and definitive solution.

Thank you very much, Igor, for your mediation and for the time you dedicated to this case. I await the operator's response.

Estimado Igor y equipo de QuickWin,

Confirmo que he recibido el correo electrónico enviado por el operador con una propuesta de reembolso de 5.000 EUR.

Agradezco que, tras la revisión del caso, se haya realizado una oferta. No obstante, considero que dicha cantidad no refleja el objeto principal de mi reclamación, ya que las pérdidas correspondientes al segundo periodo, tras la reapertura de la cuenta que constituye el objeto principal de esta reclamación, ascienden a 16.150 EUR y han sido debidamente documentadas durante todo el procedimiento.

Lo anterior se refiere únicamente al segundo tramo de la reclamación, sin perjuicio de las circunstancias ya expuestas respecto al primer periodo, que considero también deberían ser valoradas para alcanzar una resolución global y justa.

Por ello, ya he respondido al operador por correo electrónico solicitando una explicación sobre el cálculo realizado y reiterando mi disposición a alcanzar una solución amistosa y definitiva.

Muchas gracias, Igor, por su mediación y por el tiempo dedicado a este caso. Quedo a la espera de la respuesta del operador.

Dear QuickWin Casino,

Could you please clarify how the refund amount of €5,000 was calculated?

Additionally, could you please forward me the player's complete deposit and withdrawal history?

Thank you in advance.

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 Igor,

Thank you so much for continuing with the mediation and for the time you are dedicating to this case.

I would like to express my concern regarding the progress of the proceedings. After more than two months of mediation and several extensions granted to the operator, QuickWin has still not responded to the essential questions raised, particularly regarding the calculation used to justify the offer made and the complete history of deposits and withdrawals that you requested.

Throughout this entire process, I have responded promptly to every communication, provided all the required documentation, and consistently demonstrated my willingness to reach an amicable solution. However, the procedure remains stalled.

I trust that the operator will finally be able to answer the outstanding questions so that the mediation can move towards a definitive resolution of the case.

Thank you again for your help and dedication.

Estimado Igor,

Muchas gracias por continuar con la mediación y por el tiempo que está dedicando a este caso.

Me gustaría expresar mi preocupación por el desarrollo del procedimiento. Tras más de dos meses de mediación y varias ampliaciones de plazo concedidas al operador, QuickWin sigue sin responder a las cuestiones esenciales planteadas, en particular al cálculo utilizado para justificar la oferta realizada y al historial completo de depósitos y retiradas que usted solicitó.

Durante todo este proceso he respondido de forma inmediata a cada comunicación, he aportado toda la documentación requerida y he mostrado en todo momento mi voluntad de alcanzar una solución amistosa. Sin embargo, el procedimiento continúa sin avances reales.

Confío en que el operador pueda responder finalmente a las cuestiones pendientes para que la mediación pueda avanzar hacia una resolución definitiva del caso.

Muchas gracias nuevamente por su ayuda y dedicación.

Dear Igor, esteemed QuickWin representative,

First of all, I want to thank you again, Igor, for the time and follow-up you are dedicating to this case.

I would like to express my concern about the progress of this mediation. The process has been open for over two months now, and after receiving the operator's proposal, I responded in detail almost two weeks ago. Since then, I have not received any further communication by email, and the operator has neither responded to the questions raised in this thread nor provided the information you requested.

Furthermore, another deadline has passed without a substantive response from the operator. I understand that these types of procedures can take time, but I am concerned that deadlines continue to expire without real progress and without effective participation from the operator, which is considerably prolonging this mediation.

My intention remains to resolve this matter amicably through Casino Guru, as I believe this is the best course of action for both parties. Therefore, I would appreciate it if the operator would finally address the outstanding questions and if this repeated lack of response could be taken into account when assessing the progress of the proceedings.

I also wish to state that I continue to seek a full and fair resolution of all claims raised since the beginning of this mediation, and I therefore remain confident that this process can lead to a definitive solution.

Thank you again for your help and for the follow-up you are doing.

Estimado Igor, estimado representante de QuickWin,

En primer lugar, quiero agradecerle nuevamente, Igor, el tiempo y el seguimiento que está dedicando a este caso.

Me gustaría expresar mi preocupación por la evolución de esta mediación. El procedimiento lleva ya más de dos meses abierto y, tras recibir la propuesta del operador, respondí de forma detallada hace ya casi dos semanas. Desde entonces no he recibido ninguna nueva comunicación por correo electrónico y el operador tampoco ha respondido en este hilo a las cuestiones planteadas ni ha aportado la información que usted solicitó.

Además, ha vuelto a vencer otro plazo sin que exista una respuesta de fondo por parte del operador. Entiendo que este tipo de procedimientos pueden requerir tiempo, pero me preocupa que los plazos sigan venciendo sin avances reales y sin una participación efectiva por parte del operador, lo que está prolongando considerablemente esta mediación.

Mi intención sigue siendo resolver este asunto de forma amistosa a través de Casino Guru, ya que considero que es la mejor vía para ambas partes. Precisamente por ello, agradecería que el operador respondiera finalmente a las cuestiones pendientes y que esta reiterada falta de respuesta pudiera tenerse en cuenta al valorar la evolución del procedimiento.

Asimismo, deseo dejar constancia de que sigo buscando una resolución completa y justa de todas las reclamaciones planteadas desde el inicio de esta mediación, por lo que continúo confiando en que este proceso pueda conducir a una solución definitiva.

Muchas gracias nuevamente por su ayuda y por el seguimiento que está realizando.

Dear emilioe9,

Regrettably, due to the casino's lack of response in this case, I have no choice but to close this complaint as unresolved. Even though there was an initial response, without the casino's cooperation, a thorough investigation is simply not feasible. I understand this is not the resolution you were hoping for.

However, the decrease in the casino's rating due to unresolved complaints may encourage them to change their approach. Should the casino decide to cooperate in the future, we will reopen the complaint and notify you via email.

Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved and I am sorry we could not be of more help on this occasion.

Best Regards,

Igor

We’ve reopened this complaint at the request of emilioe9. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Igor,

I would like to inform you that I have now successfully received the full payment of €16,150 into my bank account.

QuickWin has fulfilled the settlement agreement, and I can confirm that the agreed refund has been received in full.

I would like to sincerely thank you for all the time, patience and support you have given me throughout this process. Your guidance has been extremely valuable, and I truly appreciate everything you have done to help me reach this outcome.

As agreed, you may now proceed with closing the complaint as resolved.

Thank you once again for all your help.

Dear emilioe9,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P