GreatWin Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de autoexclusión.

On May 28, 2025, I requested self-exclusion via email due to gambling addiction and requested closure several more times via chat. Unfortunately, all I got was "processing is ongoing." The account remains open. Since May 28, 2025, I have deposited another €1,000, which I would like to have refunded.

Ich habe am 28.05.2025 den Selbstausschluss per EMail wegen Spielsucht beantragt und diverse weitere Male per Chat um Schließung gebeten. Leider hieß es von dort immer nur "die Bearbeitung dauert an". Das Konto ist nach wie vor offen. Seit dem 28.05.2025 habe ich weitere 1000 Euro eingezahlt, die ich gerne zurückerstattet hätte.

Dear JTsch,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Additionally, could you please confirm that your complaint is related to GreatWin Casino? The screenshot you uploaded with your complaint contains text mentioning QuickWin Casino, so we would like to clarify this to ensure we’re addressing the correct issue.

Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello Veronika! Thank you for your quick reply. I've sent you an email.

Hallo Veronika! Danke für Deine schnelle Antwort. Ich habe dir eine E-Mail geschickt.

Thank you for your email.

Unfortunately, the screenshot you provided does not confirm that the casino gave you an incorrect email address. Based on the image, it is unclear which casino you were communicating with — the layout of both GreatWin and QuickWin Casino support appears identical, so it’s possible the chat was with QuickWin support team rather than GreatWin Casino.

Could you please clarify whether you have received any response from GreatWin Casino in the meantime, and whether your account has been closed?

It should be obvious from the employee that this gentleman/woman works at GreatWin. My QuickWin account is closed, see other complaint here in my account. This means that the screenshot couldn't have come from the QuickWin Casino! No, the account is still open!

Es müsste sich doch anhand des Mitarbeiters erkennen lassen, dass dieser Herr/diese Dame bei GreatWin arbeitet. Mein QuickWin Konto ist geschlossen, s. andere Beschwerde hier in meinem Konto. Das heißt, dass der Screenshot gar nicht aus dem QuickWin-Casino kommen kann! Nein, das Konto ist nach wie vor offen!

Please forward me the account closure request you sent to GreatWin Casino, along with the casino's responses at veronika.f@casino.guru. Thank you for your cooperation.

You have everything by email 😉

Du hast alles per EMail 😉

Thank you for your emails.

Could you please forward me the account closure request from 2 June once more, making sure that the original recipient of the email is clearly visible?

I also appreciate the messages you shared from your VIP Manager. Have you contacted him between 6 June at 15:34 and 6 June at 18:29 to request the closure of your account? If so, kindly forward me that message as well, so we can review your account closure request in full.

Thank you in advance for your cooperation.

Hello Veronika, thank you for your efforts! You can close the complaint at my request.

You've already told me that my correspondence isn't sufficient. I'll send a new, correct account closure request. If there are still problems, I'll open a new complaint!

Thanks again!

Hallo Veronika, danke für deine Mühen! Du kannst die Beschwerde auf meinen eigenen Wunsch schließen.

Du hast mir ja schon gesagt, dass meine Korrespondenz nicht ausreicht. Ich schicke nocheinmal einen neuen, korrekten Kontoschließungsantrag. Sollte es dann noch Probleme geben, eröffne ich eine neue Beschwerde!

Nochmals vielen Dank!

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.