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

Dear Casino Guru Team,

On March 9, 2026, I contacted Quickwin Casino and requested self-exclusion via email due to my gambling addiction. Despite repeated confirmation and explanations that I did not want to take a break but rather had a gambling problem, my account has still not been closed.

To this day, I have continued to lose money.

I request your assistance in permanently and irrevocably closing my account and in reviewing any potential refunds.

Kind regards

Alexander

Liebes Casino Guru Team,

Ich habe mich am 09.03.2026 an das Quickwin Casino gewandt und per Mail um einen Selbstauschluss aufgrund meiner Spielsucht gebeten. Trotz mehrfacher Bestätigung und erklärung, dass ich keine Pause einlegen möchte sondern ein Spielsucht Problem habe, wurde bis heute mein Konto nicht geschlossen.

Bis zum heutigen Tag habe ich somit weiterhin Geld verloren.

Ich bitte mir zu helfen mein Konto dauerhaft und unwiderruflich zu schließen und etwaige Rückerstattung zu prüfen.

Mit freundlichem Gruß

Alexander

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Alexkz,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

I have read the casino's Responsible Gaming page and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@quickwin.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

To further understand your situation, could you please answer the following questions?

• Did you use the same email address to contact the casino regarding the request to close your account due to gambling addiction?
• Can you confirm that you still have access to your account?
• Please forward all emails related to your account closure requests, along with the casino's responses, to jean.s@casino.guru, rather than sending screenshots, so we can properly review and follow the conversation.

We genuinely hope to assist you in resolving this matter as quickly as possible. Thank you in advance for your prompt response.

Best regards,

Jean