Turbo Wins Casino - Las ganancias del jugador fueron confiscadas.

Hello, I would like to contact you because the casino deprived me of my winnings, 11 thousand euros. I registered there on January 11, 2026, and made a deposit of 1000 euros! I made the deposit from my crypto wallet, but then lost the real balance on a large bet. I mainly used the bonus money at 4 euro bets, as required by their terms and conditions. I managed to win more than 15 thousand euros after wagering the wager. I played a little at a high bet and placed a withdrawal of 4000 euros. I was asked to go through verification, which I successfully passed! I received my money, almost immediately after I received an SMS on Gmail that I needed to go through verification again. I passed it. They wrote to me on Gmail that verification was successful, but an hour later I received an SMS that I needed to go through verification again! I wrote that I had already passed it. Verification! To which I received the answer that I still need to go through it. I went through it again and today I'm receiving messages from them on Gmail saying I've been deprived of all the funds I won! Help me sort this out.

здравстуйте хотела бы к вам обратится казино лишила меня выгранных денег,11тысеч евро казино turbowins.com я зарегистрировалась там 11января 2026 внесла депозит в размере 1000 евро!депозит делала со своего крипто кошелька,проиграла реальный баланс по большой ставке потом,бонуссные деньги я крутила в основно по 4 евро,так требует их условия у меня получилось выграть больше 15 тысяч евро после отыгрыша веййджера я поиграла немного по большой ставке и поставила 4000 евро на вывод мне попросили проити верификацыю я ее успешно прошла!получила свой деньги,почти сразу после получила на г маил смс что верификацыю нужно проити повторно я прошла,мне написали на гмаил что верификацыя поидена успешно,через час приходит смс что нада проити верификацыю по новой!я написала что уже проходила верификацыю!на что получила ответ что всеравно нада проити,я опять все прошла и сегодня от них получаю сообшения на гмаил что меня лишили всех выгранных средст!помогите разобратся в ситуацыи

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions for clarification.

• Could you please send me a link to, or a screenshot of, the bonus you activated and played with?
• Which games did you play while the bonus was active?
• Could you kindly specify which documents you were asked to provide for verification, and whether all the documents you submitted have been approved by the casino?
• What reason did the casino provide for the confiscation of your winnings?

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

Hello, I activated the Etat bonus.

здравствуите я активировала етат бонус

While the bonus was active, I played Gates of Olympus Super Scatter and Fortune Bells.

пока активен бонус играла в gates of olympus super scater,fortune Bells

They asked me to upload a photo of my documents and a bank statement with my address listed! Yes, all documents were approved by the casino.

попросили загрузить фото докуметна и банковскую выписку где указен мой адресс!да все документы были одобренны казино

Kris (TurboWins)

16 Jan 2026, 19:37 EET

Hello,

Greetings from TurboWins! 

After carefully reviewing your account activity, we have detected abusive gameplay and subsequently have confiscated your funds as per our Terms and Conditions: https://www.turbowins.com/terms

11. Unacceptable use of our Services

11.6. TurboWins reserves the right to void any Bonus funds and winnings if a player is showing patterns of abusive promotional behavior across our network.

In addition, as a commercial decision, we have restricted the functionality of your account to receive bonuses.

We appreciate your understanding, wish you a great rest of your day, and remain at your disposal.

Kind regards,

Kris

TurboWins Support

I received this letter after another verification

ета письмо я получила после очередной верификацый

Dear HelenaPlonska

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, Martin (martin.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,

Veronika

Thank you very much, I look forward to hearing from you.

спасибо большое с нетерпением буду ждать от вас новостей

Hello HelenaPlonska,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Turbo Wins Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Which abusive strategies do you believe the player has used? Thank you in advance for providing us with your view of the issue.

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 HelenaPlonska,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/submit-dispute/. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at martin.l@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Kind regards,

Martin