QuickWin Casino - A conta do jogador foi reativada apesar da solicitação de autoexclusão.

Dear Casino Guru Team,

I have the following problem: I am unfortunately addicted to gambling and wrote to Quickwin requesting self-exclusion. I was asked several times if I really wanted this and confirmed it, requesting that the account be closed without the possibility of reopening. On November 14, 2025, I received confirmation that my account was now closed and could not be reopened. Unfortunately, I discovered a few days ago that my account had been reactivated without my consent. Since then, I have deposited €800. As the casino was aware of my gambling addiction and I received written confirmation that my account could not be reopened, I am requesting assistance in obtaining a refund of my deposits. Screenshots of the email correspondence are attached.

Thank you and best regards

Liebes Casino Guru-Team,

ich habe folgendes Problem: ich bin leider spielsüchtig, und habe Quickwin geschrieben, dass ich deswegen einen Selbstausschluss beantrage. Ich wurde mehrmals gefragt ob ich das wirklich will und habe das bestätigt mit der Bitte ohne Möglichkeit der Wiedereröffnung. Am 14.11.2025 wurde mir bestätigt dass mein Konto nun geschlossen sei, und ich es nicht wieder eröffnen kann. Leider musste ich vor einigen Tagen feststellen, dass mein Konto ohne meinem Einverständnis wieder aktiviert wurde. Seitdem habe ich 800 € eingezahlt. Da das Casino von meiner Spielsucht wusste und ich schriftlich bestätigt bekommen habe, dass es nicht mehr eröffnet werden kann, bitte ich hiermit um Hilfe für die Rückerstattung meiner Einzahlungen. Im Anhang befinden sich Screenshots vom Mailverkehr.

Danke und Liebe Grüße

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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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Under what circumstances was your account reopened?
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication?
• Has the casino responded to your refund request already? What did the casino reply? Please share the information with timestamps, if available, to my email at tomas@casino.guru

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Hello,

Thanks for the quick reply!

Yes, I have access to the account even though I clearly stated that I am a gambling addict and it was confirmed to me that the account could no longer be opened (see emails)! It was reopened by the casino itself.

The last deposit was yesterday, July 27, 2026.

Yes, I have unsubscribed from marketing communications.

I requested a refund via email today, as I first tried to resolve the matter via live chat yesterday, but it simply doesn't work for me.

Best regards

Hallo,

Danke für die schnelle Antwort!

ja, ich habe Zugriff auf das Konto, obwohl ich klar mitteilte dass Ich spielsüchtig bin und mir bestätigt wurde, dass das Konto nicht mehr eröffnet werden kann (siehe Emails)! Es wurde selbstständig vom Casino wieder eröffnet.

Die letzte Einzahlungen war gestern, 27.07.26.

Ja, ich habe mich von Marketingmitteilungen abgemeldet.

ich habe heute per Mail die Rückerstattung gefordert, da ich seit gestern zuerst versucht habe über den Livechat die Angelegenheit zu klären, aber dieser funktioniert bei mir einfach nicht.

Liebe Grüße

Dear Team,

There is an update:

My account has now been closed, but I have not yet received a response regarding the refund.

Best regards

Liebes Team,

es gibt ein Update:

mein Konto wurde nun geschlossen, zu der Rückerstattung habe ich jedoch noch keine Antwort erhalten.

Liebe Grüße

Update:

I have now received an email from the casino offering me €400. I appreciate their willingness to issue a refund. However, since all deposits totaling €800 were made after my gambling addiction became known, I believe a full refund is appropriate.

Kind regards

Update:

ich habe nun ein Mail vom Casino erhalten, indem sie mir 400 € anbieten. Ich weiß die Bereitschaft zur Rückerstattung zu schätzen. Da sämtliche Einzahlungen in Höhe von 800 € erfolgten, nachdem meine Spielsucht bekannt war, halte ich jedoch eine vollständige Erstattung für angemessen.

Freundliche Grüße

Thanks for your response and the update.

• Have you made any withdrawals of winnings between November 2025 and today?
• Does the 800€ represent your net deposits?
• Has the casino responded to your request for 800€ instead of the proposed 400€ since your last post?

Looking forward to your reply.

Hello,

No, I did not withdraw any winnings during this period.

Exactly, during this period I deposited 800 euros and received 0 euros in payouts.

No, unfortunately the casino did not respond to my email.

Best regards

Hallo,

nein, ich habe keine Gewinne in dieser Zeit abgehoben.

Genau, ich habe in dieser Zeit 800 Euro einbezahlt und 0 € ausbezahlt.

Nein, leider hat das Casino nicht auf meine Email reagiert.

Liebe Grüße

Dear Tomas,

The casino replied to my email today and agreed to refund me the full €800. As soon as the money is in my account, I will of course mark the case as resolved!

Best regards

Lieber Tomas,

Das Casino hat mir heute auf meine Email geantwortet, und hat sich bereit erklärt mir die vollen 800 Euro zu erstatten. Sobald ich das Geld auf meinem Konto erhalte, werde ich natürlich den Fall als gelöst markieren!

Liebe Grüße

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Vikii007,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas