QuickWin Casino - A solicitação de autoexclusão do jogador é ignorada.

Hello,

I would like to file a complaint because the casino did not comply with my self-exclusion due to gambling addiction.

Request for closure due to gambling addiction submitted on February 4, 2025.

I received a response on February 13, 2025, and I also responded by saying that I agree to the closure. I should confirm the closure because the balance and bonus money will then expire.

The email history is available.

Since the casino has not complied with my self-exclusion even though the site states that in case of self-exclusion the account will be closed within 24 hours, I have lost 1665€

on the site. I would like to request a refund. My account is still open, and I continue to receive offers. I currently have the same complaint pending with Talismania. Both sites belong to novaforge ltd.

Hallo,

ich möchte eine Beschwerde einreichen da das Casino meinem Selbstausschluss wegen Spielsucht nicht nachgekommen ist.

Anfrage zur Schließung wegen Spielsucht am 04.02.2025 gestellt.

Antwort am 13.02.2025 erhalten und diese wurde auch von mir beantwortet das ich der Schließung zustimme. Sollte die Schließung bestätigen da Guthaben und Bonusgeld dann verfallen.

Der Emailverlauf ist vorhanden.

Seitdem das Casino meinem Selbstausschluss nicht nachgekommen ist obwohl auf der Seite steht das bei Selbstausschluss das Konto innerhalb von 24 Stunden geschlossen wird habe ich 1665€

auf der Seite verspielt. Diese möchte ich zurückverlangen. Mein Konto ist noch geöffnet und ich erhalte weiterhin Angebote. Ich habe zurzeit die gleiche Beschwerde offen bei Talismania. Beide Seiten gehören zur novaforge ltd

Dear sChuLziii,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding your self-exclusion from the casino.

To better understand your situation and facilitate a resolution, could you please provide us with some additional information?

• Could you please specify if you passed the full KYC verification?
• When was the last time the casino communicated with you regarding your self-exclusion?
• Have you received any specific reasons from the casino for not complying with your self-exclusion request?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Hey, KYC verification hasn't been necessary so far (see photo). The last contact was on March 28, 2025. I've contacted the live chat several times regarding the self-exclusion, and they just told me my request would be forwarded to the relevant department.

Hey, eine KYC- Verifizierung war bisher nicht nötig(siehe Foto). Der Letzte Kontakt war am 28.03.2025. ich habe mehrmals mit dem Live Chat wegen des Selbstausschluss geschrieben und dort wurde mir immer nur mitgeteilt das mein Anliegen an die zuständige Abteilung weitergeleitet wird.

Thank you very much, sChuLziii, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Hello sChuLziii,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

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.

Respectfully,

Michal

Dear sChuLziii,

We are sorry to hear about for your experience.   

We would kindly ask you to please share the screenshots of your closure request you are referring to. So we can help you further accordingly.  

Please make sure to share the screenshots visible of your closure request with your email address, the date you have sent and the email address you have sent to. Thank you!

We would also want to inform that whenever an email is sent to our support - the customer always receives a confirmation email with the "reference number". Therefore, please also share the reference number so we can check and help you accordingly.

We are waiting for your screenshot and reference number. Thank you in advance! 

Best whishes,  

QuickkWin team.

Hello, the request number is: Your request (23759911). Screenshots were also sent to support via email several times. Another email I submitted as a complaint was answered on April 21, 2025, and my account was closed. I also have screenshots of this.

Hallo, die Nummer der Anfrage lautet: Ihre Anfrage (23759911) Screenshots wurden auch mehrmals per E-Mail an den Support geschickt. Eine weitere E_mail die ich als Beschwerde eingereicht habe wurde am 21.04.2025 beantwortet und mein Konto wurde geschlossen. Dazu habe ich auch Screenshots.

Hello, I've sent the screenshots several times via email. The most recent request number is: 27313275

Hallo, ich habe die Screenshots auch öfters per E-Mail geschickt. Die aktuellste Anfragenummer lautet: 27313275

Dear QuickWin Casino,

Could you reply regarding the screenshots provided by the player?

Hello, I haven't received any responses to my emails yet.

Hallo, ich habe bisher auch keine Rückmeldungen auf meine Emails erhalten.

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 sChuLziii,

Thank you for all the provided information.

We forwarded your case to the relevant department for review.

Please be assured that we are working to respond to you as soon as possible.

We thank you for your patience and cooperation.

Best whishes, 

QuickkWin team.

Dear sChuLziii,

We would kindly ask you to check your emails, where we send you an offer.

We are waiting for your reply to finalize the case.

We thank you for your patience and cooperation.

Best whishes, 

QuickkWin team.

Hello, I have replied to your email.

Hallo, ich habe auf Ihre E-Mail geantwortet.

Dear sChuLziii,

Thank you for your email. We would kindly ask you to sign the document sent to you via email, to finalize your payment.

We are waiting for your reply.

We thank you for your patience and cooperation.

Best wishes, 

QuickkWin team.

Dear sChuLziii,

Let us know here as soon as you send the requested signed document. We will be waiting for your reply.

Hey, I signed the document and sent it via email.

Hey, das Dokument wurde von mir unterschrieben und per E-Mail gesendet.

Dear sChuLziii,

Thank you for your signed document.

We would kindly like to inform you that all information have been forwarded to the relevant department, and your payment will be finalized in the nearest time.

We thank you for your patience and cooperation.

Best wishes, 

QuickkWin team.

Dear sChuLziii,

We are happy to inform you that the payment has been successfully complete.

We thank you for your patience and cooperation.

Best wishes, 

QuickWin team.

Hello, the case can be closed as resolved. Thank you.

Hallo, der Fall kann als gelöst geschlossen werden. Vielen Dank

Dear sChuLziii,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru