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Quickwin manipulated withdrawal limits, ignored a closure order, and violated self-exclusion for addiction (Ticket 49859652)

I am filing this formal complaint against the operator Quickwin for gross negligence, predatory marketing, and systematic violation of international Responsible Gaming protocols. I gave the casino a 72-hour period for an amicable resolution, which expired today with their silence, forcing me to escalate the case to public mediation. The proceedings consist of two continuous operational phases:

Point 1 (First Phase 2024-2025): I requested the permanent closure of my account due to unsustainable losses. The casino, through its VIP manager (Louis V.), ignored my request, employing aggressive retention tactics and offering me a €50 bonus to force me to reactivate my account. During this period, I accumulated a considerable winnings balance, reaching €80,000. At that point, the casino unilaterally downgraded my VIP status with the sole purpose of restricting my daily and weekly withdrawal limits. This technical manipulation artificially froze my funds to psychologically wear me down, forcing me to lose both my winnings and my deposits. Following this commercial abuse, I decided to irrevocably close the platform, explicitly disclosing my serious gambling addiction. The certified net loss for this tranche is 26,118 euros, to which will be added between 3,000 and 4,000 euros in additional credit card charges currently under internal audit by my bank.

Point 2 (Recent Segment 2026): The casino formally acknowledged my addiction through written communication from their agent, Sonia (dated 08/03/2025), confirming a complete account block for health reasons. However, after a year of inactivity, the casino reactivated my account by sending me a promotional bonus. This critical system failure caused an immediate relapse, allowing deposits totaling €16,150 in one week (€12,150 via debit card and €4,000 via credit card).

The casino is currently conducting an internal investigation under Ticket 49859652. I have attached screenshots of emails from Sonia and Louis V., the reactivation bonus record, and bank statements. I demand a full refund of €16,150 due to the self-exclusion error and fair compensation for the previous portion due to unfair business practices.

Quickwin manipuló límites de retiro, ignoró orden de cierre y violó autoexclusión por adicción (Ticket 49859652)

Presento esta queja formal contra el operador Quickwin por negligencia grave, marketing depredador y violación sistemática de los protocolos internacionales de Juego Responsable. He otorgado al casino un plazo de resolución amistosa de 72 horas laborables que ha finalizado hoy con el silencio por su parte, viéndome obligado a elevar el caso a mediación pública. El expediente se compone de dos fases operativas continuas:

Punto 1 (Primer Tramo 2024-2025): Solicité el cierre permanente de mi cuenta por pérdidas insostenibles. El casino, a través de su gestor VIP (Louis V.), ignoró mi petición aplicando técnicas de retención agresivas y ofreciéndome un bono de 50 euros para forzar mi reactivación. Durante este periodo, acumulé un saldo de ganancias considerables que llegó a alcanzar los 80.000 euros. En ese momento, el casino degradó unilateralmente mi nivel VIP con el único objetivo de restringir mis límites de retiro diarios y semanales. Esta manipulación técnica bloqueó mis fondos de forma artificial para desgastarme psicológicamente, forzando la pérdida total tanto de las ganancias como de mis depósitos. Tras este abuso comercial, decidí cerrar la plataforma de forma irrevocable exponiendo explícitamente mi grave adicción al juego. La pérdida neta certificada de este tramo es de 26.118 euros, a los que se añadirán entre 3.000 y 4.000 euros adicionales en cargos de tarjeta de crédito actualmente bajo auditoría interna por mi entidad bancaria.

Punto 2 (Tramo Reciente 2026): El casino reconoció formalmente mi adicción mediante comunicación por escrito de su agente Sonia (fecha 08/03/2025), confirmando el bloqueo total por salud. Sin embargo, tras un año de inactividad, el casino reactivó mi cuenta de oficio enviándome un bono promocional. Este fallo crítico del sistema provocó una recaída inmediata, permitiendo depósitos por valor de 16.150 euros en una semana (12.150 euros mediante tarjeta de débito y 4.000 euros en tarjeta de crédito).

El casino mantiene actualmente una investigación interna bajo el Ticket 49859652. Adjunto las capturas de pantalla de los correos de Sonia y Louis V., el registro del bono de reactivación y los extractos bancarios. Exijo el reembolso íntegro de los 16.150 euros por fallo de autoexclusión y la compensación justa del tramo anterior por mala praxis comercial.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with QuickWin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account no longer accessible?
• Was there any process necessary to reopen your account after the casino sent you a bonus offer? Did the casino send you the advertisement to the email address associated with your original account?
• When did you contact the casino asking for a refund? When was the last time the casino was in contact with you regarding the issue?
• Could you please share with me your recent communication with the casino regarding the refund? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas