QuickWin Casino - La cuenta del jugador ha sido cerrada.

My account is closed without informing me about the reason. My winning was made without bonus. I made only one deposit in casino without using bonus on 02.03.2025. My withdrawal request was canceled on 18.03. and I couldn't log in the profile because as note said administration decided to close it. I would like to clarify what happened and return my amount.

Dear Kianis,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• When did you create your casino account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Kristina,

I played slots.

Account didn't need verification.

Account was created on 02.03.2025.

Thank you very much for your reply, Kianis. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Kristina,

I got email only informing me about withdrawal cancelation. After that I couldn't log in my account, note said that account was blocked by administration. I didn't have further communication with casino.

Do I understand correctly that you had €253 (dispute value) in your casino account before it was closed?

Yes, I had 253UER on my balance.

Thank you very much, Kianis, for your cooperation. 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.

Dear Kianis,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

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 please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kianis,

We have shared an email to you requested few details to proceed further with your request.

We are waiting for your update. Thank you!

Best regards,

QuickWin team.

Dear Kianis,

Could you please confirm whether you have received the email from the casino with the instructions on how to proceed? If so, I’d appreciate it if you could forward the message to my email at jakub.m@casino.guru and let me know if you’ve followed the steps outlined in their response.

Thank you in advance.

Hello,

I confirm that I received an email and replied. I'll update the ticket once we finished, thanks

Dear Kianis,

I'm reaching out to follow up on the situation. Have there been any updates regarding the processing of your refund?

Looking forward to your response.

Hello.

Refund is in process, I'm waiting for an update from the casino.

Dear Kianis,

Thank you for the update. I wanted to check in - have there been any developments regarding your refund?

Looking forward to hearing from you.

Hi everyone.

Casino refunded the balance. Thank you, Kubo and Kristina for your help.

Hello Kianis,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Kianis,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo