QuickWin Casino - O pedido de encerramento da conta do jogador foi ignorado.

On 09/17, I emailed to request that my account be banned with these words:

"I will be happy if you close my account, thank you!"

On the same day, 09/17, they asked me for a reason and I replied:

"In this period, I have started playing more than I can afford and it's better for me to take a break from gambling."

In response, they gave me a €50 bonus in my account and their contact on Telegram.

On 09/18, I messaged the contact on Telegram with this message:

"Hello Orazio, this is Alessio. My account name is EASYWIN. I would like to kindly ask if it is possible to ban my account. Your services have been very good recently, even withdrawals have become faster, which made me very happy. However, at the moment, I'm unable to control my gambling and I would like my account to be banned permanently or for at least three months. Thank you for understanding and have a good day."

They replied: "You can always contact me here now."

 On 09/28, I tried again asking if they can ban my account 

They replied: "If between today and Tuesday, October 1st, you make a total deposit of 1500 euros, we will credit you an extra bonus of 150 in cash, regardless of any other bonuses received on previous deposits!"

On 10/22, I wrote: "Hello, can you ban my account?"

They asked for my email, which I provided.

They asked if I had sent an email, and I told them I had already sent it months ago. They asked what they could do for me, and I responded: "Ban my account, deactivate it." They replied: "You will find the cash back in your account."

I'm unable to attach photos of the chats because I'm getting an error. If it would be possible to send them via email or phone number, I would greatly appreciate it. Thank you and good work.

l 17/09 scrissi su email per farmi bannare l’account queste parole:

i will be happy if you close my account, thank you!

in risposta sempre il 17/09 mi chiesero le motivazioni e risposi:

in this period i start play more of what i can afford and is better for me get a brake from gambling.

In risposta mi diedero un bonus da 50€ sull’account e un l’oro contatto su telegram.

il 18/09 scrissi al contatto su telegram questo messaggio:

Salve orazio sono alessio il nome del mio account è EASYWIN vorrei chiederle se gentilmente fosse possibile bannare il mio account, i vostri servizi sono molto buoni nell ultimo periodo anche i prelievi si sono velocizzati e mi ha fatto molto piacere, ma al momento non sto riuscendo a controllarmi col gioco d’azzardo e vorrei bannare il mio account definitivamente o per almeno 3mesi. Grazie per la comprensione e buona giornata

mi rispose: può contattarmi sempre qua adesso.

 Il 28/09 riprovai scrivendo se può bannarmi l’account 

mi rispose: Se tra oggi e martedì 1 ottobre effettuerà un deposito totale di 1500 euro, le accrediteremo un bonus extra di 150 in contanti, indipendentemente da eventuali altri bonus ricevuti sui depositi effettuati!

Il 22/10 scrissi: salve mi puo bannare l’account

mi rispose di darmi la mia email la diedi

e mi rispose se avevo mandato una email e gli scrissi che l avevo già mandata e mesi, e mi scrisse cosa posso fare per te e risposi bannarmi l’account, disattivarlo e mi rispose: ti trovi il cash back sul tuo conto.

non riesco ad attaccare le foto delle chat perché mi da errore se fosse possibile mandarle per email o numero telefonico lo appprezzerei molto, grazie e buon lavoro

Dear bertinialessio22,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems). 

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Is your casino account still open?

Thank you very much in advance.

Best regards, 

Dominika

The reason for my request was because I spent more than I can afford and I can't control myself in playing, now I will send you all the messages I had with them to the email you gave, my casino account is still open, thank you very much and have a nice day I hope to hear from you soon

Il motivo della mia richiesta era perché ho speso più di quello che posso permettermi e non riesco a controllarmi nel giocare , ora le manderò tutti i messaggi che ho avuto con loro alla email da voi data, il mio conto casino è ancora aperto, grazie mille e buona giornata spero di avere vostre notizie presto

If it were possible I would like the money I played and lost back at least if not all a part (I forgot to specify)

Se fosse possibile vorrei i soldi giocati e persi indietro almeno se non tutti una parte ( avevo dimenticato di specificare)

Dear bertinialessio22, I've checked the casino's terms and this is what I found:

3.8 Self-exclusion request: you can contact the customer service via e-mail: support@quickwin.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company will make reasonable efforts to prevent the opening of new accounts but it's ultimately your sole responsibility to make sure no other accounts are opened. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.

Is your casino account still open?

The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly 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. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 (gambling addiction)

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."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for 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.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

Hi, I don't quite understand how you would like to proceed, you would like me to send another email with all the specifications indicated above for self-exclusion, but if I follow this step how can I get part of the money spent back?

Salve, non ho capito bene come vorreste procedere, vorreste che io mandassi un altra email con tutte le specifiche indicate sopra per l’autoesculosione, ma se seguo questo passaggio come faccio a riavere una parte dei soldi spesi indietro?

Dear bertinialessio22, I understand that you already tried closing your casino account, but since your self-exclusion request was not sent to the correct email and didn’t clearly mention your gambling addiction, we, unfortunately, cannot assist you with refunds of your deposits.

To move forward, please send a formal self-exclusion request as advised above to support@quickwin.com. Make sure to clearly state your gambling problem and your wish to self-exclude. Once this is done, if your account remains open for an unacceptable period, we can then proceed with your complaint regarding potential refunds.

If you need assistance with drafting the email or have any other questions, feel free to reach out.

Ok, I sent the email as you advised me, I'll update you once they answer me, thanks and have a good day

Va bene, ho mandato l email come mi avete consigliato voi, vi aggiorno una volta che mi risponderanno grazie e buona giornata

Dear bertinialessio22, do you have any updates?

Hi, I sent the emails as you suggested but I didn't get any response, I'll leave you the photos attached here

salve, ho mandato le email come lei mi ha suggerito ma non ho avuto nessuna risposta, gli lascio le foto qua allegate

Dear bertinialessio22, kindly forward the requests to my email address dominika.l@casino.guru.

I sent them to you, I await your updates, have a good day

gliele ho mandate, attendo suoi aggiornamenti buona giornata

Thank you very much, bertinialessio22, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi, I'm waiting for updates, have a nice day

Salve, rimango in attesa di aggiornamenti, buona giornata

Dear bertinialessio22,

My name is Kubo, and I’ll be handling your complaint moving forward.

Could you please update me on the current status of your account? Has the casino responded to your request after you contacted them through the correct email address?

Thank you, and I look forward to your reply.

I would like to invite the QuickWin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear QuickWin Casino,

Could you kindly provide clarification on the current status of processing the player’s request?

Thank you for your assistance, and I look forward to your response.

hi, the account has not been banned yet and I have not received any email

salve, l’account non è ancora stato bannato e non ho ricevuto nessuna email

I would like to remind you that since I first stated that I can't control myself from gambling and asked to be banned, I continued to play and lost money, if before it was around 8400 now it will be even more and I would like to be reimbursed, thanks and I hope to be able to find an agreement with quickwin

Tengo a ricordare che dal momento che feci presenti la prima volta che non riesco a controllarmi dal gioco d’azzardo e chiesi e di essere bannato a tutt’ora continuai a giocare e persi soldi se prima erano intorno a 8400 ora saranno anche di più e vorrei essere rimborsato grazie e spero di porter trovare un accordo con quickwin

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 bertinialessio22,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavor to complete the verification as soon as possible.

Thank you in advance.

Kind Regards,

QuickWin Casino Team

Dear QuickWin Casino,

I am following up to ask if there are any updates regarding the review of this case. Could you kindly provide a status update?

Dear bertinialessio22,

Has your account been closed already? Please let me know.

Hi, no it's still open and with an active withdraw of €800 so I hope the money arrives and then the ban

Salve, no è ancora aperto e con in withdraw attivo di 800€ quindi spero che mi arrivino i soldi e poi i il ban

Dear QuickWin Casino,

The player has disclosed their gambling problem in emails sent to your casino, and you also have acknowledged this situation in the complaint thread. However, the player is still being allowed to play and deposit into your casino. Could you please explain why this is the case?

I must urge you to take appropriate action immediately and restrict the player's access to their account in accordance with your responsible gambling policy to prevent any further gambling harm.

Thank you.

Dear bertinialessio22,

We would like to kindly apologize for the delay.

We would like to inform you that your account has been closed. 

Our Casino is fully committed to supporting Responsible Gambling initiatives and encourages you to find information about Responsible Gambling at the websites of the organizations below. Apart from professional help, you will also find applications, which, when downloaded, limit your access to gaming.

https://responsiblegambling.org/

https://www.gamblersanonymous.org.uk/

https://www.gamblingtherapy.org/

https://www.betfilter.com/

https://www.gamcare.org.uk/

We wish you all the best for your future activities. 

Kind Regards,

QuickWin Casino Team

Hello, I appreciate that you finally managed to close my account after months of requests, I am still not satisfied since after multiple requests via email and messages on telegram explaining that I have a problem you have always indulged me / not responded or encouraged them to play with bonuses I expect a part of the money back, in the meantime I thank casino guru for their availability and I hope we can find an agreement. Have a good day

Salve, apprezzo che finalmente siate riusciti a chiudere il mio account dopo mesi di richieste, non mi ritengo comunque soddisfatto siccome dopo molteplici richieste tra email e messaggi su telegram spiegando che ho un problema mi avete sempre assecondato/non risposto o invogliandoli a giocare con bonus mi aspetto una parte dei soldi in dientro, intanto ringrazio casino guru per la loro disponibilità e spero riusciamo a trovare un’accordo. Buona giornata

Dear QuickWin Casino,

Thank you for taking action and closing the player's account. However, the fact that this process took more than four months is quite concerning, especially given your stated commitment to Responsible Gambling. Ignoring a player's request for such a long time is unacceptable from our perspective.

Could you please clarify the reasons for this delay? Additionally, could you confirm the exact date when you acknowledged the player’s request to close their account due to a gambling problem?

Looking forward to your response.

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 your patience!

We would like to sincerely apologize for the inconvenience! 

We have sent the customer an email, offering the refund of the losses incurred since the moment of closure request (+24 hours as per the standard procedure). The resulting amount is 404 EUR. The refund is subject to signing a waiver.

We kindly ask the customer to indicate either here or as a reply to our email, whether they agree to the above conditions.

Best regards,

Quickwin team

Hi I accept the offer even if €404 is not even 10% of what I played and lost since I communicated the request to close the account months ago I thank casino guru for the time dedicated, write to me if you need my bank details, theoretically you should already have them. Have a nice day

Salve accetto l’offerta anche se 404€ non è neanche il 10% di quello che ho giocato e perso dal momento che ho comunicato mesi fa la richiesta di chiusura dell’account ringrazio casino guru per il tempo dedicato, scrivitemi se avete bisogno dei miei dati bancari, teoricamente li dovreste già avere. Buona giornata

Dear QuickWin Casino,

Thank you for your refund proposal and for resolving this issue.

Dear bertinialessio22,

Could you please confirm that you have signed the waiver from the casino and received the accepted refund?

Thank you.

Hi I don't know how to sign the waiver for the casino if I have to send an email declaring that I accept their offer and I haven't seen the money yet thanks I await your news

Salve non so come firmare la rinuncia per il casino se devo mandare un email dichiarando che accetto la loro offerta e non ho ancora visto i soldi grazie aspetto vostre news

Dear bertinialessio22,

Thank you for your response.

Dear QuickWin Casino,

Could you please clarify the next steps? How should the player proceed in order to receive the refund?

Thank you for your assistance.

Dear all,

Thank you for your patience.

Kindly be informed that we are preparing it and we would contacted the customer on email as soon as possible.

Best Regards,

Quickwin Team

Okay thanks I'll wait

Okay grazie rimango in attessa

Dear bertinialessio22,

I hope you are doing well. Are there any updates? Have you already been contacted by the casino regarding the next steps in the refund process?

Thank you.

Hi, I don't have any news yet.

Salve non ho ancora nessuna novità

Dear bertinialessio22,

Thank you for your prompt response.

Dear QuickWin Casino,

Could you please share any updates regarding this matter?

Hi, I received an email today where I accepted the 404 euros from quickwin, now I'm waiting for the money, I'll keep you updated! Thanks

Salve mi è arrivata oggi un email dove ho accettato i 404 euro da parte di quickwin, ora sto aspettando i soldi, vi tengo aggiornati! Grazie

Dear bertinialessio22,

We would like to kindly request to provide us the document correctly signed via mail. Thank you for your cooperation.

Kind Regards,

Quickwin Casino Team

Hello, I would like to inform you that quickwin and I have resolved the issue. I thank casino guru for everything, best regards!

Salve, vorrei comunicare che io e quickwin abbiamo risolto ringrazio casino guru per tutto, cordiali saluti!

Dear bertinialessio22,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best Regards,

Kubo