QuickWin Casino - Der Antrag des Spielers zur Schließung seines Kontos wurde ignoriert.

On 09/17, I emailed to request that my account be banned with these words:

"I will be happy if you close my account, thank you!"

On the same day, 09/17, they asked me for a reason and I replied:

"In this period, I have started playing more than I can afford and it's better for me to take a break from gambling."

In response, they gave me a €50 bonus in my account and their contact on Telegram.

On 09/18, I messaged the contact on Telegram with this message:

"Hello Orazio, this is Alessio. My account name is EASYWIN. I would like to kindly ask if it is possible to ban my account. Your services have been very good recently, even withdrawals have become faster, which made me very happy. However, at the moment, I'm unable to control my gambling and I would like my account to be banned permanently or for at least three months. Thank you for understanding and have a good day."

They replied: "You can always contact me here now."

 On 09/28, I tried again asking if they can ban my account 

They replied: "If between today and Tuesday, October 1st, you make a total deposit of 1500 euros, we will credit you an extra bonus of 150 in cash, regardless of any other bonuses received on previous deposits!"

On 10/22, I wrote: "Hello, can you ban my account?"

They asked for my email, which I provided.

They asked if I had sent an email, and I told them I had already sent it months ago. They asked what they could do for me, and I responded: "Ban my account, deactivate it." They replied: "You will find the cash back in your account."

I'm unable to attach photos of the chats because I'm getting an error. If it would be possible to send them via email or phone number, I would greatly appreciate it. Thank you and good work.

l 17/09 scrissi su email per farmi bannare l’account queste parole:

i will be happy if you close my account, thank you!

in risposta sempre il 17/09 mi chiesero le motivazioni e risposi:

in this period i start play more of what i can afford and is better for me get a brake from gambling.

In risposta mi diedero un bonus da 50€ sull’account e un l’oro contatto su telegram.

il 18/09 scrissi al contatto su telegram questo messaggio:

Salve orazio sono alessio il nome del mio account è EASYWIN vorrei chiederle se gentilmente fosse possibile bannare il mio account, i vostri servizi sono molto buoni nell ultimo periodo anche i prelievi si sono velocizzati e mi ha fatto molto piacere, ma al momento non sto riuscendo a controllarmi col gioco d’azzardo e vorrei bannare il mio account definitivamente o per almeno 3mesi. Grazie per la comprensione e buona giornata

mi rispose: può contattarmi sempre qua adesso.

 Il 28/09 riprovai scrivendo se può bannarmi l’account 

mi rispose: Se tra oggi e martedì 1 ottobre effettuerà un deposito totale di 1500 euro, le accrediteremo un bonus extra di 150 in contanti, indipendentemente da eventuali altri bonus ricevuti sui depositi effettuati!

Il 22/10 scrissi: salve mi puo bannare l’account

mi rispose di darmi la mia email la diedi

e mi rispose se avevo mandato una email e gli scrissi che l avevo già mandata e mesi, e mi scrisse cosa posso fare per te e risposi bannarmi l’account, disattivarlo e mi rispose: ti trovi il cash back sul tuo conto.

non riesco ad attaccare le foto delle chat perché mi da errore se fosse possibile mandarle per email o numero telefonico lo appprezzerei molto, grazie e buon lavoro

Dear bertinialessio22,

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 problems). 

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.

Is your casino account still open?

Thank you very much in advance.

Best regards, 

Dominika

The reason for my request was because I spent more than I can afford and I can't control myself in playing, now I will send you all the messages I had with them to the email you gave, my casino account is still open, thank you very much and have a nice day I hope to hear from you soon

Il motivo della mia richiesta era perché ho speso più di quello che posso permettermi e non riesco a controllarmi nel giocare , ora le manderò tutti i messaggi che ho avuto con loro alla email da voi data, il mio conto casino è ancora aperto, grazie mille e buona giornata spero di avere vostre notizie presto

If it were possible I would like the money I played and lost back at least if not all a part (I forgot to specify)

Se fosse possibile vorrei i soldi giocati e persi indietro almeno se non tutti una parte ( avevo dimenticato di specificare)

Dear bertinialessio22, I've checked the casino's terms and this is what I found:

3.8 Self-exclusion request: you can contact the customer service via e-mail: support@quickwin.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company will make reasonable efforts to prevent the opening of new accounts but it's ultimately your sole responsibility to make sure no other accounts are opened. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.

Is your casino account still open?

The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend how to request self-exclusion properly in the future.

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 a 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).

Hi, I don't quite understand how you would like to proceed, you would like me to send another email with all the specifications indicated above for self-exclusion, but if I follow this step how can I get part of the money spent back?

Salve, non ho capito bene come vorreste procedere, vorreste che io mandassi un altra email con tutte le specifiche indicate sopra per l’autoesculosione, ma se seguo questo passaggio come faccio a riavere una parte dei soldi spesi indietro?

Dear bertinialessio22, I understand that you already tried closing your casino account, but since your self-exclusion request was not sent to the correct email and didn’t clearly mention your gambling addiction, we, unfortunately, cannot assist you with refunds of your deposits.

To move forward, please send a formal self-exclusion request as advised above to support@quickwin.com. Make sure to clearly state your gambling problem and your wish to self-exclude. Once this is done, if your account remains open for an unacceptable period, we can then proceed with your complaint regarding potential refunds.

If you need assistance with drafting the email or have any other questions, feel free to reach out.

Ok, I sent the email as you advised me, I'll update you once they answer me, thanks and have a good day

Va bene, ho mandato l email come mi avete consigliato voi, vi aggiorno una volta che mi risponderanno grazie e buona giornata