QuickWin Casino - El jugador no puede cerrar su cuenta.

Good morning.

I am trying to file a complaint this way due to the casino's support's failure to communicate with me regarding my request to terminate my account and at the same time delete my documented personal information (name, phone, email) from their databases, as stated on their website.

I lost some money in the casino, as happens with gambling, and I wanted to stop playing altogether. That's why I had myself registered in the Register of Persons Excluded from Gambling in the Czech Republic, but since the casino does not have a registered license in the country and their main website is Quickwin.com and many other variations on the government's list of prohibited gambling games, this fact has no weight for them. So it's my stupidity that I didn't "check" the casino before playing and started playing there.

So to get to the main problem, I contacted the casino several times to their support. about account termination as I wrote above and at the same time about deleting information as they promise on the website, I get constant offers and spam from them by email and SMS about other bonuses which I have to block constantly. I sent 1 request in total to their live support which automatically redirected me to send an email and 4 by email on 28.6 and 1.7 where I did not even receive a confirmation of receipt of the complaint and the messages therefore disappeared and 15.7 and 19.7 when I received an automated response that they had accepted the complaint and were working on it. Since the website states that when requesting and deleting an account they will try to start communicating the problem within 24 hours at the latest, it is clear that these messages have also disappeared.

I am therefore looking for other options to solve this problem, thank you for your help.

Dobrý den.

Zkouším podání stížnosti touto cestou z důvodu nekomunikace podpory kasína na moje žádosti o terminaci mého učtu a současně o smazání mnou doložených osobních informací (jméno, telefon, email) z jejich databází jak uvadí na svých stránkách.

V kasínu jsem prohrál určité peníze jak to se u hazardu stává a chtěl jsem tedy i s hraním naprosto přestat. Proto jsem se nechal zapsat do Rejstříku vyloučených osob z účasti na hazardní hře v ČR, jelikož kasíno ale nemá registrovanou licenci v republice a zárověň je jejich hlavní stránka Quickwin.com a mnoho dalších variací na vládním seznamu zakázaných hazardních her nemá pro ně tato skutečnost žádnou váhu. Je tedy má hloupost že jsem si kasíno "neproklepnul" před hraním a začal jsem na něm hrát.

Abych se tedy dostal k hlavnímu problému, kasino jsem několikrát kontaktoval na jejich podporu Support@quickwin.com o terminaci učtu jak jsem psal výše a zároveň o vymazaní informací jak slibují na stránkách, chodí mi od nich totiž neustálé nabídky a spamy emailem i SMS o dalších bonusech které neustale musím blokovat. Žádosti jsem celkem odeslal 1 na jejich live podporu která mě automaticky ale přesměrovala na odeslání emailu a 4 emailem v datech 28.6 a 1.7 kde mi nepřišlo ani potvrzení o příjmutí stížnosti a zprávy tedy zanikly a 15.7 a 19.7 kdy mi přišla automatizovaná odpověd že stížnost přijali a pracují na nich. Jelikož na strankách uvadí že při žádostech a smazaní učtu se budou snažit začít problém komunikovat nejpozději do 24 hodin je jasné že tyto zprávy také zanikly.

Hledám tedy i další možnosti tak tento problém vyřešit, děkuji za pomoc.

Dear player,

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 problem).

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.

Thank you very much in advance.

Best regards,

Dominika

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good morning.

The main reason for my request to close/permanently block my account is that I discovered that I am not built for gambling. Even though I used to play at intervals of days and weeks, after a few such sessions, instead of relaxing and occasionally having fun, I started to get more stressed out from the losses and felt myself getting more and more immersed in a problem in which I would sink more and more money in the hope of quickly winning all my losses back. So I decided that I needed to cut it and end any connection with gambling. That is why I voluntarily registered myself on the register of risky gamblers in the Czech Republic, where no licensed casino is allowed to legally play with me if the time came that I wanted to try it again and could immerse myself in it again.

From other casinos of the same type as Quickwin, I had at least a positive experience that their support understood me and closed my accounts within 24 hours of submitting a written request by email, so I hoped that it would be the same here.

At the same time, I also forwarded you the application I submitted to Quickwin.

Thank you, best regards

Dobrý den.

Hlavní důvod k mé žádosti o uzavření/trvalému zablokovaní učtu je že jsem zjistil že nejsem na hazard stavěný. Ikdyž jsem hrával po intervalech dnů a týdnů po pár takových sezení jsem se místo odreagování a občasného zabavení začínal více stresovat z proher a cítil jak se více ponořuju do problému ve kterém bych topil čím dál více peněz za vidinou rychle výhry všech ztrát nazpět. Rozhodl jsem se tedy že s tím potřebuji seknout a ukončit jakékoliv spojení s hazardem. Proto jsem se nechal i dobrovolně zapsat na registr rizikových hračů hazardních her v ČR u kterého mě žádné licencované kasíno nesmí legálně hrát pokud by náhodou nastala chvíle že bych to zase chtěl zkusit a znovu se tak do toho mohl ponořit.

Z jiných kasín stejného rázu jako e Quickwin jsem měl alespoň pozitivní zkušenost že mě na jejich podpoře pochopili a do 24hodin od podání písemné žádosti emailem ukončili mé učty, doufal jsem že zde to tedy bude stejné.

Zárověň jsem vám tedy i přeposlal žádost kterou jsem podával na Quickwin.

Děkuji, s pozdravem

Dear player, do I understand correctly that you currently have no funds left in your casino account?

Could you please send a self-exclusion request to the following email address: support@quickwin.com.

Please do this according to the instructions provided below. It is important that you clearly state the reason as a gambling problem.

When you send the request, please include me in CC so I can follow the progress directly.

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 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)

Good morning.

Yes, I withdrew all remaining funds from the casino. After writing the last answer, I contacted live support on Wednesday, July 30th in the morning, where they looked up my request and promised to try to expedite it, but at the same time I was told that as a VIP member (I was offered membership but I refused because it was already at the time when I tried to withdraw my account from the casino) I had to contact the VIP manager to whom I had already sent the request before. According to the emails with VIP offers, I understood that there are more VIP managers and I tried to contact one of them on the given number via WhatsApp, they did not even show my message there and the requests also remained unanswered.

So I sent a request using your template and I hope it works out this time.

Thank you for your help so far.

Dobrý den.

Ano všechny zbývajicí finanční prostředky jsem z kasína vybral. Po napsaní poslední odpovědy jsem ve středu 30.7. dopoledne kontaktoval live support kde moji žádost vyhledala a slíbila že se to pokusí urychlit, zárověň mi ale bylo sděleno že jako VIP člen (členství mi bylo nabídnuto ale odmítl jsem protože to bylo již v době kdy jsem se snažil z kasína učet odebrat) musím kontaktovat VIP manažera kterému jsem již žádost předtím také odesílal. Podle emailů s VIP nabídkami jsem pochopil že VIP manažerů je více a jednoho jsem se i pokusil kontaktovat na uváděném čísle přes WhatsApp, tam si moji zprávu ani nezobrazil a žádosti také zůstali bez odpovědi.

Odeslal jsem tedy žádost s pomocí vaší předlohy a doufám že tentokrát to výjde.

Děkuji vám za dosavadní pomoc.

Dear player, have you received any updates from the casino, and has your account been successfully closed?

Good morning.

Yes, on Friday I was contacted by the VIP manager regarding my request to close my account and after confirming that I wish to close the account for good, today I received confirmation that it has been blocked. So I can happily say that the problem is resolved.

Thank you very much for all your help in solving this problem, and I sincerely hope that after this negative experience (playing slot machines in general) I will not return to such problems.

Thank you very much again, best regards

Dobrý den.

Ano, v pátek jsem byl kontaktován VIP manažerem na moji žádost o uzavření učtu a po potvrzení že si přeji učet uzavřit nadobro mi dnes bylo potvrzeno jeho zablokování. Můžu tedy spokojeně říci že je problém vyřešen.

Velice vám děkuji za veškerou pomoc při řešení tohoto problému, a upřímně doufám že po této negativní zkušenosti (hraní herních automatů celkově) už se k takovýmto problémum nevrátím.

Ještě jednou velice děkuji, s pozdravem

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

Dear player,

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,

Dominika