QuickWin Casino - Hráč čelí opožděnému stažení po sebevyloučení.

I requested a withdrawal and then had myself banned. My question is, will my money still be credited to me?

I actually meant for them to wait until the withdrawal was completed, but they just banned me, and now I'm not getting any response.

Ich habe eine auszahlung beantragt und mich dannach sperren lassen und meine frage ist kommt mein geld trotzdem an?

weil ich meinte eigentlich sie sollen warten bis die auszahlung abgeschlossen ist aber sie haben mich dann einfach gesperrt und nun bekomme ich keine antwort mehr

Dear paul12399,

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 problem).

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.

Thank you very much in advance.

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear paul12399,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.