Turbo Wins Casino - La cuenta del jugador ha sido cerrada y sus ganancias confiscadas.

On the Turbo Wins Casino website

Deposit 1190€ with ERC20 cryptocurrency

Get a 200% welcome bonus

I won the jackpot on a casino slot and won about 17,000€.

I initially requested a withdrawal of about 4,500€ and was able to withdraw it.

After that, I applied to withdraw another 4,500€, but I received an email saying that I could not withdraw the money and that it had been confiscated and the account had been closed!

I'm not satisfied so please do something about it!

Turbo Wins Casinoというサイトで

1190€仮想通貨のERC20で入金して

ウェルカム200%ボーナスをもらい

カジノスロットで大当たりできて17000€くらいになりました。

最初に4500€くらい出金申請して出金できたのですが

その後さらに4500€出金申請したら出金できないで没収閉鎖とメールがきました！

納得いかないので対応お願いします！

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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.

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (Which slots did you play?)
• Could you please share with me your communication with the casino regarding the accusations made against you? 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

Thank you for your response!

I just couldn't accept it, and since the amount is so large, I really want something to be done!

I registered and played about 5 days ago (1/11).

I received an email yesterday (1/15) saying that my account had been blocked and that it had been confiscated and closed.

We played on machines called Comet Crush and Fortune Rabbit.

対応ありがとうございます！

ちょっとどうしても納得いかなかったので額も大きいしなんとかしてもらいたい思いでいっぱいです！

期間は5日くらい前（1/11）登録してプレイしました。

プレイブロックされたのが昨日（1/15）メールが届きまして没収閉鎖されました。

プレイはコメットクラッシュという台とフォーチュンラビットという台をプレイしました。

Dear wata420,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello wata420, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Turbo Wins Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been closed and the money confiscated? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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 wata420,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej

We’ve reopened this complaint at the request of Turbo Wins Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Turbo Wins Casino, could you please forward the evidence to me directly at matej.l@casino.guru for a review? Thank you.

Hi there,

Relevant evidence has been sent to your email address for review.

Kind regards,

Turbo Wins Casino Team

Dear Turbo Wins Casino, thank you very much for the message. I have responded, and will post an update for wata420 here, once I hear back. Thank you.

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.

I am resetting the timer, as the casino has responded via e-mais and I have sent my reply just now.

Dear wata420, the timer has been reset once again, and I have inquired with the casino representative about the possibility for the management to reconsider their original decision of confiscating your bonus winnings. Once I hear back, I will let you know of their decision and advise next steps.

Dear wata420, unfortunately the casino has not responded to my last message, which means the management has not changed their mind regarding this situation. I will once again close this complaint as 'unresolved'.

Since during our conversation both Casino Guru and Turbo Wins Casino presented their viewpoints in full extent, we have to agree to disagree. Further reopening of this case will only be possible if the casino decides to pay out the voided winnings, or the player confirms some kind of agreement has been reached between both parties outside of this complaint thread.

I am really sorry for not being able to help you further, and raising your hopes by reopening of this complaint.

If you have any issues with this or other casinos in the future, please do not hesitate to contact us again, as we always strive to help the players as much as possible.

Thank you for your understanding.

With kind regards,

Matej