Turbowinz Casino - El retiro del jugador se retrasa debido a problemas de verificación de la cuenta.

What happened?

I've been trying to get my account verified with Turbowinz for over three weeks now, and it's been a complete nightmare. It started on September 9 when they rejected my initial source of wealth document, saying it didn't show the origin of my funds properly, like a salary statement or payslips. I sent them a statement from the account I used to deposit, but they declined it. So, I uploaded payslips for July and August as they requested, jumping through every hoop they set.

Their upload system is a mess it only allows a few documents, and then the upload links just disappear. I sent screenshots proving I couldn't upload more and attached everything via email. They still claimed I didn't send the July statement, even though I uploaded it to their declined section. When I explained the July statement only starts from the 22nd because that's when I opened the account it literally says "opening balance"—they complained it wasn't the full month.

How am I supposed to show transactions from before the account existed?

Then they asked for a June statement showing salary transfers, which I sent on September 22. I've followed up three times since (September 23, 24, and 29), and all I get is "it's under review" or "we'll contact you soon." Their latest email this morning (September 30) said the same thing it's been almost two weeks on that one document alone, and nothing's happening. I've sent every document they asked for, explained everything clearly, and I'm still locked out of my account. It feels like they're stalling or their system is just broken.

What I want:

I want my account verified so I can actually use it. If they need something specific, they need to say it clearly instead of this endless runaround. An apology for the hassle would be nice too.

Additional Info:

I have all the email threads saved if needed. This is beyond frustrating, and I wouldn't be posting here if I thought their support would sort it out. Thanks for looking into this.

Important Notice:

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

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Dear Jollyjumper,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that proof of income is the only document the casino is requesting?
• Have you provided all the required documents as soon as possible and in the correct format?
• How long have you been a player at this casino, please?
• Have you accumulated your winnings with the help of bonus, please?

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

Best regards,

Katarina

I have provided all documents.

My creditcard statements

My bank statements

My payslips

Last 3 months of my income.

My payment to the casino.

All what is required to get me a payment. This is my first time at this casino.

All my account is verified as well.

Have you accumulated your winnings with the help of bonus, please?

No bonus all real money.

Hello and welcome!

I’m a Chatbot powered by AI, with auto-translation algorithm so my responses will appear in your language.

When it comes to your account or your help is needed, I can only communicate in English.

How can I make your day easier today, Jason Corkish?

Yes my withdraw is stuck since 18 september

I'll transfer you to our Support Team. They’ll be able to provide the best solution.

Could you provide more context for your question below ⤵️

You have been transferred to: Eric.

Hello, my name is Eric. I will be helping you today.

I'll take a look at that for you right now, Jason. Just a moment, please!

Yes please

You see that my account is fully verified

I’ve checked your account as well as the escalation made for you 👀 The responsible team is already handling the matter, and it’s been escalated to the highest level ✅ What I can do now is try to speed things up and place you on high priority ⚡🤗 Other than that, the exact time frame depends entirely on them ⏳🙏

it been 2 weeks

i did everything what I could

what is the problem now?

can you tell me?

There’s no problem at all 👍 The team is just processing everything right now 🛠️ and as soon as they’re done, you’ll be able to withdraw ✨ I’m really sorry about the time frame 😔 Unfortunately, we chat support agents don’t have much influence over that part, but I’ll keep an eye on it for you 🤗🙏

does it alwaya tak this long?

Read

This is a rare case, and it is being handled with the utmost care.

Rare case? They just never pay out any money.

Dear Jollyjumper,

thank you for your reply.

Have you had any other communications with casino support regarding your delayed payment? if so, could you please forward them all to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

ALl forwarded how long will it take for the casino to respond?

Hi is the casino coming in?

Thank you very much, Jollyjumper, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Finally.

Hello Jollyjumper,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite Turbowinz Casino to join the conversation.

Dear Turbowinz Casino,

Can you please provide clarification on why the documents the player provided for the KYC verification process failed to meet the acceptance criteria? What other, if any, documents should the player provide to help move on with the verification process?

Should there be any other factors influencing this matter that may not be suitable for public disclosure, please feel free to share them with me directly at michal.k@casino.guru

Dear Michal,

We have sent you additional information via email.

Kindly review it at your earliest convenience.

Thank you for your time and patience.

Best regards,

Turbowinz Casino

Thank you for your response, Turbowinz Casino.

I have sent a reply to your email with additional enquiries.

Dear Jollyjumper,

Please send me all the documents you have submitted to the casino team for the KYC verification. This is for an independent review to confirm that they meet the required format at michal.k@casino.guru.

Hi Michal,

3 emails sent to you now.

Jason

Dear Jollyjumpe

Thank you for your emails; I have successfully received them, along with the attachments. I have replied with my comments regarding the probable cause of this situation and outlined the steps to address it.

I look forward to your response with the documents in the necessary format so that we can proceed with your case.

Dear Jollyjumper,

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.

I just read your email sorry it was in the spam. Yes I get everything by mail or printed this out from my work.

I will try to get everything in the format you requested give me 1-2 days.

Dear Jollyjumper,

Not a problem. I'm looking forward to your email. However, I would like to remind you of the timeline, as it is each player's duty to provide the required documents in the correct format within the allotted time frame. We cannot afford to wait indefinitely. I simply want to make this clear.

Dear Jollyjumper,

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.

I requested all the documents I am waiting for me it to be mailed to me.

Dear Jollyjumper,

I'm looking forward to your email with the required evidence.

Dear Jollyjumper,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru

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

Dear Michal,

Thank you. as proof of funds was verified on my account i am unable to upload the pdf version on my casino account. I have also emailed to Turbowinz.

Hello Jollyjumper,

Thank you for providing your June payslip. It has been accepted as it meets the required format.  

However, as we need payslips for three consecutive months, please upload the payslips for July and August as well, in the same PDF format as the one you submitted for June.

Once all documents have been received, we will proceed with the verification.  

Kind regards,

Turbowinz Casino 

Dear Jollyjumper,

We are extending the timer by 4 days. Please be aware that in case you fail to respond within the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Casino/Guru,

I have emailed Casino 3 consecutive months payslips as requested.

Hello, Jason,

Thank you for your response.

We would like to inform you that our team has already checked these documents, and they were not accepted. Let me remind you what is currently needed:

- a document (or a number of documents), showing the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months)

If you have any other concerns, do not hesitate to ask.

Best regards,

Paul,

Casino Support Team

It's exactly what you requested.

Dear Jollyjumper,

Thank you for submitting the documents.

We would like to inform you that they have not been uploaded according to our specifications.  

As mentioned in our previous communication, the required documents should cover the period of July and August, since the statement for June has already been provided. This specific period aligns with your gaming activity at our casino and is necessary to verify your source of wealth in accordance with strict AML (Anti-Money Laundering) regulations.  

Please note that the documents you submitted cover the period of April to June, while the requested period is June to August. Therefore, the submission could not be accepted.  

If you have any further questions or require assistance, please do not hesitate to contact us.  

Best regards,

Turbowinz Casino

Dear Jollyjumper,

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.

So you need my all my documents for the whole year? I mean this is what you requested and everytime there is something new.

Dear Jollyjumper,

I can understand that the casino team’s request may feel burdensome on your part, but I want to reassure you that this is a standard practice within the industry.

The documentation requested covers July and August only, as the statement for June has already been provided, so we cannot talk about the whole year This timeframe directly relates to your gaming activity at the casino. To help us move your case forward as smoothly as possible, I kindly encourage you to submit the requested payslips at your earliest convenience.

Dear Jollyjumper,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru

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

Dear Turbowinz Casino,

The player has provided the requested payslips. Can you please provide feedback on whether this was accepted or if anything else is still needed?

Hello!

We would like to inform you that no new documents have been received since our last correspondence. The submitted payslips cover the period from April to June; however, our request specified the period from June to August, as this timeframe overlaps with the gameplay activity at the casino.

The June payslips have already been provided, so we kindly ask to submit the payslips for July and August in PDF format. Once these documents are received, we will proceed with the verification process promptly.

Best regards,

Turbowinz Casino

Dear Jollyjumper,

Can you please comment on the above?

Dear Jollyjumper,

We are granting an additional 7 days for the timer, and this will be the final extension. Please understand that if you do not submit the necessary payslips for July and August in PDF format within this timeframe, we will have no choice but to reject the complaint permanently due to insufficient cooperation on your part.

Hi,

Payslips have been emailed for July and August.

Dear Jollyjumper,

Thank you for providing the payslips for July and August. Upon review, we noticed that the documents provided appear to be images or scanned copies rather than the original PDF files, which unfortunately do not meet the acceptance requirements.

Please provide the payslips in the format as instructed by the casino team via email to you.

Dear Jollyjumper,

We are extending the timer by 5 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.

Payslips emailed across Turbowinz.

Hello Jollyjumper,

We are pleased to inform you that we have successfully received and approved the documents you submitted.

You can now proceed to request withdrawals without any restrictions, subject to the applicable withdrawal limits and terms outlined in our Terms and Conditions. Simply log in to your Turbowinz Casino account to initiate your withdrawal request at your convenience.

Should you experience any difficulties or encounter issues during the withdrawal process, please do not hesitate to contact our Support Team at support@turbowinz.com. Kindly include "Casino Guru" in the subject line of your message for faster assistance.

We appreciate your patience and cooperation throughout this process and thank you for choosing Turbowinz Casino.

Best regards,

Turbowinz Casino Team

thank you. I want to keep this complaint open until I get paid.

Dear All,

Thank you for your replies. I am pleased to see positive progress at last.

Dear Jollyjumper,

Of course, I will wait for your confirmation of the withdrawal.

Dear Jollyjumper,

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.

Dear Jollyjumper,

While it appears that the issue has been clarified and you have received your winnings, as indicated by the casino team (otherwise you would still be enquiring about it), we have not received confirmation from you on whether this case can be considered resolved or if you need additional assistance. Due to your lack of response, we regrettably must move forward with closing this complaint as rejected.

If you experience any further issues with this or any other casino in the future, please do not hesitate to reach out to us—we will try our best to assist you.

Best regards,

Michal

Casino Guru

Dear all,

We would like to inform you that the player has confirmed receipt of their winnings. This matter is now considered resolved, and the case will be closed.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru