QuickWin Casino - Запрос игрока на закрытие аккаунта игнорируется.

Good day, we had already sent a complaint because I had requested the closure of my casino account, and my request had not been considered. We couldn't proceed with the complaint since they asked me for a reason, and I didn't reply. Therefore, I am again requesting the cancellation, specifying that I believe I have serious problems related to gambling. However, my account is still active, allowing me to continue spending more money than I can afford. Thank you in advance.

Buon giorno, praticamente già avevamo inviato un reclamo perché avevo richiesto i la chiusura del mio account al casinò e invece la mia richiesta non era stata considerata. Non siamo potuti procedere con il reclamo in quanto loro mi avevano chiesto la motivazione ed io non ho risposto, quindi in seguito richiedo nuovamente la cancellazione specificando che ritengo di avere grossi problemi legati al gioco. Ma ad oggi il mio account è ancora aperto e quindi continuare a spendere soldi più di quelli che rientrano nelle mie possibilità. Grazie anticipatamente

Dear luciosanfi,

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

Could you please forward me the email you sent to the casino with the request to close your account? My email address is veronika.f@casino.guru. Kindly include the casino's replies as well.

Could you kindly specify how many deposits you made into this casino from the moment you requested your account to be closed due to gambling issues?

Have you passed the full KYC verification?

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

Best regards

Veronika

Good morning, I sent everything by email

Buon giorno, ho inviato il tutto per email

Thank you for providing me with the emails. Has the casino replied to your request from December 19 that you wish to proceed with the closure of your account?

In the emails I sent you, you can find everything, today I played again and the account is still active

Nelle email che le ho inviato trova tutto, ad oggi ho rigiocato ed il conto è ancora attivo

Do you suggest I speak to the casino manager? Maybe we can find an agreement and speed up the complaint?

Mi consigliate di parlare con il manager del casinò? Magari troviamo un accordo velocizziamo il reclamo?

Thank you very much, luciosanfi, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

OK thank you

Ok grazie

Hello luciosanfi,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear QuickWin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Good night everyone, I am now waiting for a response from the casino regarding Michael's request before adding anything else that happens as a result of everything already listed. I am waiting for a response of coherence and respect from the casino towards a person who finally understood that he has problems and is starting to create many others, even for third parties. Good night

Buona notte a tutti, ormai aspetto risposta dal casinò in riferimento alla richiesta di Michael prima di aggiungengere altro che accade in seguito a tutto quello già elencato. Attendo risposta di coerenza e rispetto da parte del casinò nei confronti di una persona che finalmente a capito di avere problemi e iniziare a crearne molti altri anche a terze persone. Buona notte

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear luciosanfi,

We are sorry to hear that. We kindly request you to please share the screenshot of your closure request with the date and your email address. That will be helpful for us to check your request and proceed accordingly.

Waiting for your screenshot.

Quickwin team.

Dear luciosanfi,

Please follow the casino's instructions.

Dear QuickWin Casino,

Can you give us an update on the situation?

Good morning, we hope for a quick response but above all the cancellation of the game account since this week I played again a couple of times spending at least another 1200 euros.....

Buono giorno, speriamo una risposta veloce ma soprratutto la cancellazione del conto gioco visto che in questa settimana ho rigiocato di nuovo un paio di volte spendendo almeno altri 1200 euro.....

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear luciosanfi,

We would like to kindly apologize for the delay.

We would like to inform you that we are looking into your request and the verification will be completed as a matter of urgency.

Thank you for your cooperation. 

Kind Regards,

Quickwin Casino Team

Dear QuickWin Casino,

Can you give us an update on the situation?

Dear Michal,

We would like to inform you that we've asked the player to provide us few more details via email and we're waiting for his reply.

We will share an update at the earliest possible.  

Thank you for your cooperation. 

Best regards,

QuickWin Casino Team

Dear luciosanfi,

Did you provide the casino with the requested information?

I'll do it tomorrow

Domani lo farò

However, we can define the case solved.

Comunque possiamo definire il caso risolto

Tomorrow we will do everything for sure

Domani con certezza facciamo tutto

Dear luciosanfi,

Please provide the casino with the requested info. I will keep the complaint open until the whole process is finished.

Good evening, documents sent

Buona sera, documenti mandati

Dear QuickWin Casino,

Can you confirm when you receive the player's documents?