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

Hello dear Casino Guru team.

My name is Matthias and I have suffered from extreme gambling addiction for many years and I have finally managed to get professional help. Unfortunately, I have gambled away so much money in my life that I can't even count it all. Unpaid bills, nothing to eat, no money left in my pocket - a very oppressive feeling. Luckily, I am banned from public arcades and casinos. Unfortunately, there is still one casino where I can still deposit money, even though I have tried several times to close my account. At every other casino where I wanted to have myself permanently banned, it worked without any problems via live chat. I have tried several times via live chat and was always asked to write an email to support, unfortunately all to no avail. Unfortunately, the only proof I have is an email I sent on August 5, 2023 in which I asked for my account to be closed and there was no response. The email is attached below. Since then, I haven't played at any other online casino except Quickwin, and unfortunately, I can't see exactly how much money I've lost since then, but it's not a small amount. (Unfortunately, I can't see the history in the casino, but I could add it all up in my bank account.) Perhaps you can help me with my last hurdle to ending my torment. Every time I get paid, I simply can't help it and I become weak. If I didn't withdraw some money from my account before I go home, it would all be gone in one evening, unfortunately. It would also be great if I could get at least some of the money back; that would be great for my therapy, and I could pay off so many outstanding bills that the money was actually intended for. I am at your disposal for any questions you may have. With hopeful regards, Matthias ****

Hallo liebes Casino Guru Team.

Ich heise Matthias und leide seit vielen Jahren unter extremer Spielsucht und ich hab es endlich geschafft mir Professionelle Hilfe zu holen. Ich habe leider in meinem Leben schon so viel Geld verspielt ich kann es leider nicht mal mehr aufzählen. Rechnungen nicht gezahlt, nichts mehr zu essen kein Geld mehr in der Tasche ein sehr beklemmendes Gefühl. In öffentlichen Spielhallen und Casinos bin ich zum Glück gesperrt. Leider gibt es aber da noch ein Casino wo ich immer noch einzahlen kann obwohl ich schon öfter versucht habe das Konto zu schlissen. bei jedem anderen Casino wo ich mich permanent sperren lassen wollte ging das ohne Probleme über den Live Chat. Ich habe es öfter über den live Cat versucht und wurde immer aufgefordert eine Mail an den support zu schreiben leider alles ohne Erfolg. Ich habe als Beweis leider nur noch eine versendete e-mail vom 05.08.2023 wo ich gebeten habe mein Konto zu schlissen ohne Reaktion. mail ist unten angehängt. ich habe seit dem in keinem anderen Casino online mehr gespielt ausser bei Quickwin und ich kann leider nicht genau einsehen wieviel Geld ich seit dem verloren habe aber es ist nicht wenig.(ich kann den verlauf leider nicht einsehen im Casino aber ich könnte alles in meinem Bankkonto zusammen rechnen. Eventuell können Sie mir helfen meine letzte Hürde zur Beendigung meiner Qualen jedes mal wenn ich Lohn bekomme kann ich einfach nicht anders und werde schwach . wenn ich nicht schon vor dem nach Hause fahren etwas Geld vom Konto holen würde wäre alles an einem Abend weg leider. Es wäre natürlich auch Mega wenn ich wenigstens etwas von dem Geld zurück bekommen würde das wär so super für meine Therapie und ich könnte so viele offene Rechnungen zahlen für das das Geld eigentlich gedacht war. Für alle offenen Fragen stehe ich Ihnen voll zur Verfügung mit hoffnungsvollen Grüssen Matthias ****

Dear Matze1978,

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.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is still open, I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings QuickWin Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@quickwin.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

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 dear Thomas

Thank you very much for helping me.

Sorry for the late reply, my depression had me completely under control again.

I can still deposit and play; my last deposit was on May 30, 2025. Account details for all deposits are available.

I have tried several times to close my account via live chat and was always referred to support

I didn't try to close my account through support.

I will take the sample letter from you.

My question is how do I request a refund and is that even possible after self-exclusion? If so, I will of course act immediately.

Kind regards, Matthias

Hallo lieber Thomas

Vielen lieben Dank das Sie mir helfen.

Sorry für die späte Antwort meine Depression hatte mich mal wieder voll im Griff.

Ich kann immer noch einzahlen und spielen, meine letzte Einzahlung war am 30.05.2025. Konto Beläge aller Einzahlungen sin Vorhanden.

Ich habe öfter versucht über den live Chat mein Konto zu schlissen und wurde immer auf den Support verwiesen

über den support habe ich es nicht weiter versucht mein Konto zu schlissen.

Ich werde das Muster Schreiben von Ihnen übernehmen.

Meine Frage ist wie stelle ich einen Rückerstattungsantrag und ist das nach dem Selbstausschluss überhaupt noch möglich wenn ja werde ich natürlich sofort handeln.

Liebe Grüsse Matthias

Thanks for your reply.

Again, if your account is still open, I would recommend that you send another self-exclusion request, but this time, include me in the copy of your email.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings QuickWin Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@quickwin.com (include me in the copy at tomas@casino.guru)

If you haven't requested a refund of your deposited funds due to failed player protection, I would recommend you confront the casino regarding the issue by explaining that you informed them about your gambling addiction on 5/8/2023 first. You may also refer to the evidence you have and the complaint you submitted here. Let me know how they respond.

I apologize for the inconvenience and the late response.

Hello dear Thomas

I have just sent an email to support and attached it to the email. I hope I did everything correctly.

Unfortunately, I lost my remaining money again on 01.07.20.25.

Luckily, I managed to pay the most important bills beforehand.

LG Matthias

Hallo lieber Thomas

Ich habe soeben eine Mail an den Support geschickt und Sie in der Mail mit Angehängt ich hoffe es ist alles so richtig gemacht worden von mir.

Ich habe leider auch wieder mein restliches Geld verspielt am 01.07.20.25.

Zum Glück habe ich es vorher geschafft die wichtigsten Rechnungen zu bezahlen.

LG Matthias

Dear player,

• Has the casino closed your account?
• Have you received a reply to your request for a refund?

If possible, would you be able to share the response you received to my email at tomas@casino.guru

Hello dear Thomas

Luckily, my account was finally closed.

My refund has not been processed yet.

I have forwarded the email I received to you,

Best wishes and have a nice weekend

Matthias

Hallo lieber Thomas

Mein Konto wurde zum glück endlich geschlossen.

Auf meine Rückerstattung wurde bis jetzt noch nicht eingegangen.

Ich habe die Mail die ich bekommen habe an Sie weiter geleitet,

Liebe Grüsse und ein schönes Wochenende

Matthias

Hello dear Thomas

Should I contact the casino again for a refund or are there other solutions?

Kind regards and have a nice weekend

Matthias

Hallo lieber Thomas

Soll ich das Casino noch einmal Auffordern wegen der Rückerstattung oder gibt es evtl noch andere Lösungen?

Freundliche Grüsse und ein schönes Wochenende

Matthias

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Thank you very much for everything

Vielen lieben Dank für alles

Hello Matze1978, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of QuickWin Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matze1978,

We confirm that your Quickwin Casino account has been permanently closed as requested, and no further access will be permitted. We take all responsible gaming concerns very seriously, and we appreciate you taking this step.

We would also like to inform you that we are investigating the case and we will come back with updates regarding the matter as soon as possible.

Thank you so much for your patience and your cooperation!

Best regards,

QuickWin casino team

Hello dear Quickwin team, thank you very much for the very quick reply.

Kind regards, Matthias

Hallo liebes Quickwin Team vielen lieben Dank für die sehr schnelle Antwort.

Freundliche Grüsse Matthias

Hello dear Matje, I'm very happy too, thank you very much.

Hallo lieber Matje freut mich auch sehr auch Dir vielen lieben Dank.

Dear Matze1978,

Thank you for reaching out and sharing your concerns.

After carefully reviewing our communication archives, we were unable to locate any email or message from your side dated around 08.05.2023 requesting the closure of your account. We understand the importance of such requests and take them very seriously; however, without a traceable request on file from that period, we could not proceed with any action at that time.

The first documented communication we received from you via e-mail regarding closure request was on 06.07.2025, in which you expressed concerns related to gambling addiction and explicitly requested the closure of your account. In accordance with our responsible gaming policies, your account was promptly closed within 24 hours of receiving that request.

We are committed to ensuring a safe and responsible gaming environment and deeply regret any frustration this situation may have caused.

Thank you for your understanding.

Kind regards,

QuickWin casino team

I would also like to thank the QuickWin Casino team for quickly looking into this issue for us.

Dear Matze1978, upon further checks, I have noticed you have sent your original self-exclusion request from 8th May to the wrong e-mail address. In the screenshot the support@quickwin765412.com is visible, while the correct one is support@quickwin.com. I believe this is the reason for the casino not acting earlier, only once you have sent the second request as prompted by my colleague Tomáš, since this message has been sent to the correct address.

Because of this we won't be able to ask for any refund, sine your account has been closed within 24 hours of your proper request, and as you mentioned yourselves, all the money were gambled away before that. Unless there is more evidence I am not aware of, or you have something else you would like to discuss, I will have to reject this case as there is not much else to do.

Hello dear Quickwin Team and Matej

Unfortunately, that's not good news. I also think it's a shame to compare gaming addiction with frustration, but hey, that's the business of addiction.

I copied this email address from the live chat on that day.

Furthermore, I tried more than once to close my account via live chat and always copied the email address suggested to me. Unfortunately, I only have this one email from 2023 as proof.

It's logical that nothing will arrive if you give the wrong email address in the live chat.

I would like to ask the Quickwin team to provide me with a complete list of my deposits and withdrawals.

If you had looked at my gaming history you would see that this was not normal. I hardly ever managed to cash out when I did win. Driven by the addiction and at the start of every month with the great hope of somehow getting the lost money back to pay the bills, I only lost more!

I deeply regret your decision; it makes me very sad. It would have been so nice to get some of the money I lost back for my therapy. I didn't write this email for fun or out of frustration, but because I have serious problems with gambling addiction.

LG

Hallo liebes Quickwin Team und Matej

Das sind leider keine guten Nachrichten. Ich finde es auch schade Spielsucht mit Frustration zu vergleichen aber naja das ist halt das Geschäft mit der Sucht.

Ich habe diese Mail Adresse so aus dem live Chat koppiert an dem besagten Tag.

Desweiteren habe ich mehr als einmal versucht mein Konto über den live Chat zu schliessen und habe dabei immer die mir vorgeschlagene Mail adresse kopiert leider hab ich nur noch diese eine mail von 2023 als Beweis.

Logisch das denn nichts ankommt wenn man im live chat eine falsche mail adresse bekommt.

Ich würde gerne das Quickwin Team bitten mir eine Gesamtaufstellung von meinen getätigten Aus und Einzahlungen zukommen zu lassen.

Wenn Sie sich meinen Spiel verlauf angesehen hätten würden Sie erkennen das dies nicht normal war ich habe es so gut wie nie geschafft auszuzahlen wenn es denn mal Gewinne gab .So getrieben von der Sucht und jeden Monats Anfang mit der grossen Hoffnung das verlohrene Geld irgendwie wieder zu bekommen um Rechnungen zu bezahlen nur noch mehr verlohren!

Ich bedauere Ihre Entscheidung sehr es macht mich sehr traurig. Es wäre so schön gewesen für meinen Therapieverlauf etwas von dem Vielen verlohrenen Geld zurück zu bekommen ich habe ja die se mail nicht zum Spass oder aus Frustration geschrieben sondern weil ich wirklich riesige Spielsucht Probleme habe.

LG

Dear Matze1978, thank you for the further details. While I feel for you and understand the struggle, unfortunately due to the aforementioned reasons, this complaint will now be rejected, and I am truly sorry we could not be of more help on this occasion.

But before you go, I would like to make you aware of A free app BetBlocker (https://betblocker.org/de/) that you can install onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. Ideally, have a family member or a trusted friend to set up the password in your stead, for maximum protection when online.

Also, if you need additional, professional help, if you e-mail me your town of residence at matej.l@caisno.guru, I can check the list of professional help available in your vicinity - either online or in person - depending on your preference. You don't have to go through this on your own. Help is available, you just need to make the first step.

Best regards,

Matej

Casino.Guru