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

It all started with a mistake I made when registering my debit card. It had a typo; instead of Antonio, it said ANTONZO. I didn't notice and continued making card payments. When I won €1500 and went to withdraw, I had to verify the account, but it kept giving me errors when I entered my ID. They told me the ID details didn't match the bank card details. So I went to the bank to ask if there really was a typo. They processed the error, confirming and accepting the card error, and the casino accepted it.

It was difficult, but in the end they accepted that the Banco Sabadell report confirmed the fault was with the card and the typographical error.

Up to this point, I see it as normal, because it might seem like identity theft, okay, I accept it.

So, since all the details of the debit card contract matched, it was a card I had actually cancelled for other reasons. It was damaged from breakage. (My son destroyed it.)

They accepted it, then I had problems getting it accepted. The identity system rejected me several times, but finally it accepted it.

I sent my passport, ID card, and birth certificate. I also need to provide a DNA sample. But they verified it.

The problem is that they keep rejecting my bank details because they require three months of transactions and that all payments made to the casino be reflected. I send everything in original PDFs from the Sabadell bank manager to my email address, and I then contact Turbowinz Casino.

They tell me they are manipulated or falsified, then I send the statements showing the casino payments and they reject them. It is true that two payments were missing that had been made with ING, all had been made with Sabadell. I have sent the bank statement in PDF from ING bank reflecting the first two payments. I've sent more than 50 emails to Banco Sabadell and ING bank statements, and nothing. They keep saying yes, yes, they're going to verify it, but they keep rejecting me. I've spoken to them via live chat, and they say yes, it's been sent, it's registered, and it's in the corresponding department. They've suspended my account; I can't access my money, I can't deposit or withdraw. I've had to go to the bank more than four times to request the statements, which they claim are supposedly manipulated and fake. I've lost more than five days of work in the morning to get to the bank, and I'm still waiting for them to verify my account. I've sent more than 50 emails, and they reply very politely, saying yes, that it's being verified, that I should be patient, and thank you very much, and all that, but I've been waiting for over a month for a thousand euros that I haven't received.

This has never happened to me at any online casino.

It's true that I had the card error, but if you've accepted the report and the explanation of a typographical error on the card, you should activate my account. My website is still suspended and I can't access my money. In short

For over a month, I've been trying to verify my identity, my bank card, and my bank statements, which are constantly being rejected. I have downloaded the live chat conversations where staff assured me that my account would be unlocked the next day and that they would accept my documents, but nothing has happened. I don't need anything. I have another email saying that the documents have been uploaded to the relevant department and that they are still working on resolving all the emails and chats. I understand, and it's very professional, that for security reasons they do this: block the account and request so many documents. I've been calling every day for over a month to withdraw money that I need; it's mine. I even started to think it was a scam, or that the website was hijacking me, or that I'd been scammed, but no, this matches all the internet parameters of this original account. Thank you for allowing me to make this complaint public.

Todo se inició por un fallo mío en el cual registré mi tarjeta de debito y contenía un error tipográfico en vez de poner Antonio ponía ANTONZO yo no me di cuenta y hacia los pagos de tarjeta cuando tuve un premio de 1500€y fui a retirar debía de verificar la cuenta y me daba todo error cuando yo cargaba el DNI y me dijeron que no coincidía los datos de DNI con los datos de la tarjeta bancaria entonces fui al banco solicite a ver qué era verdad que habia un error tipográfico me hicieron una diligencia salvando un error confirmando y aceptando el error de la tarjeta y el casino me lo aceptó

me costó mucho pero al final aceptó con el informe del Banco Sabadell el fallo era de la tarjeta y el error tipográfica

Hasta ahí lo veo normal por qué puede parecer una suplantación de identidad vale lo acepto

entonces como coincidía todos los datos del contrato de la tarjeta de debito. Una tarjeta que justamente la había dado de baja. Por otros motivos. Deteriorado por rotura. ( Mi hijo la destrozó)

me lo aceptaron luego he tenido problemas para que me acepte n la identidad me ha rechazado varias veces pero al final me lo ha aceptado

Mandé pasaporte DNI partida de nacimiento. Un poco más tengo que llevar una muestra de ADN. Pero me la verificaron

el fallo viene o el rechazo viene que no paran de rechazarme los datos bancarios porque de piden tres meses de movimientos y que se reflejen los pagos realizados al casino todos. Mando todo en PDF originales del director de banco Sabadell a mi correo electrónico y yo reevivo a casino turbowinz.

me dice que están manipulados o están falsificados luego mando los extractos donde se ven los pagos del casino y lo rechazan sí que es verdad que faltaban dos pagos que se había hecho con ing todos habían hechos con Sabadell he mandado el el extracto bancario en PDF del banco ING reflejado los dos primeros pagos. bancario del Banco Sabadell y el estado bancario de ING más de veinte veces más de 50 correos y nada me dicen que sí que sí que lo para verificar que verificar pero me rechazan he hablado por el chat vivo y me dice que sí que está mandado que está registrado y que está en el departamento correspondiente me han suspendido la cuenta no puedo ni acceder al dinero ni puedo depositar ni puedo retirar he tenido que ir más de cuatro veces al banco a solicitar los extractos que dicen que supuestamente son manipulados y son falsos he perdido más de cinco días de trabajo por la mañana para llegar al banco y todavía esperando que me verifique la cuenta he mandado más de 50 correos y si me responden muy muy educadamente que sí que tal que está muy esperando que se está verificando y que venga paciencia y que muchas gracias y todo pero llevo más de un mes esperando un mil quintos euros que no recibo

de ningún casino online me ha pasado esto

es verdad que yo tuve el error de la tarjeta pero si ha aceptado él informe y la diligencia de un error tipográfico de la tarjeta debería de activarme la cuenta sigo con la web suspendida y sin poder acceder a mi dinero en resumen

más de un mes intentando verificar mi identidad mi tarjeta bancaria y mis extractos bancarios los cuales me rechaza continuamente tengo descargada las conversaciones oel personal de chat en vivo en los cuales me han afirmado que al día siguiente me iban a desbloquear la cuenta y que me iban a aceptar los documentos y nada no me hace falta nada tengo otro correo diciéndome que sí que se ha subido los documentos al departamento específico y que está pendiente de resolver todos los correos y todo todos los chats puedo entender y es muy profesional que por seguridad haga esto bloquee la cuenta y pidan muchos documentos llevo más de un mes todos los días hablando para realizar la retirada de un dinero que me hace falta es mio he llegado a pensar que era una estafa o que era una sujetación de la web o algo que me ha estafado pero no esto coincide todos los los parámetros de Internet que esta cuenta original de ellos. Gracias por poder hacer la queja pública

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Dear Antonio88,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

1. Do I understand correctly that verifying your bank account seems to be the only issue?
2. Has the casino approved the rest of your documents?
3. Might your account have been closed as a result of an unsuccessful verification process?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Yes, currently the only problem I have is with the bank statement. I made the first two payments with my ING card in October, and I've attached the statements. The payment dates are October 30, 2025. There are only two payments that day with ING, and the following 15, if I remember correctly, were made with Banco Sabadell. I've sent both the ING and Sabadell statements for verification; everything else is correct. It's been a long time since this all started, and the account status is suspended.

Sí actualmente el único problema que tengo es con el tema del extracto bancario puesto que yo hice los dos primeros pagos con la tarjeta de ING la fecha de octubre del banco ING el cual he adjuntado los extractos con fecha de los pagos 30/10/25 sólo hay dos pagos ese día con esa entidad bancaria ING y los posteriores 15 si no recuerdo mal se realizaron con el Banco Sabadell he mandado tanto ej del ING como el de Sabadell para la verificación todo lo demás correcto. Con mucha demora ya que va hacer un mes ya desde que todo esto empezó Y LA CUENTA SE ENCUENTRA ES Estado SUSPENDIDA

Yes, currently the only problem I have is with the bank statement. I made the first two payments with my ING card in October, and I've attached the statements. The payment dates are October 30, 2025. There are only two payments that day with ING, and the following 15, if I remember correctly, were made with Banco Sabadell. I've sent both the ING and Sabadell statements for verification; everything else is correct. It's been a long time since this all started, and the account status is suspended.

Sí actualmente el único problema que tengo es con el tema del extracto bancario puesto que yo hice los dos primeros pagos con la tarjeta de ING la fecha de octubre del banco ING el cual he adjuntado los extractos con fecha de los pagos 30/10/25 sólo hay dos pagos ese día con esa entidad bancaria ING y los posteriores 15 si no recuerdo mal se realizaron con el Banco Sabadell he mandado tanto ej del ING como el de Sabadell para la verificación todo lo demás correcto. Con mucha demora ya que va hacer un mes ya desde que todo esto empezó Y LA CUENTA SE ENCUENTRA ES Estado SUSPENDIDA

About an hour ago, they checked the bank statements I sent, and they've been approved. The account is no longer suspended, but I can't make any withdrawals. It only lets me play or deposit. I suppose it will take 24 hours to update, or I don't know, but well, this looks promising.

Hace cuestión de una hora me van a probar los documentos que he enviado de los extractos bancarios están aprobados la cuenta ya no está suspendida pero no puedo ni hacer ninguna retirada solo me permite jugar o depositar supongo que tardará 24 horas en actualizarse o no sé pero bueno esto pinta bien

I'm going to elaborate because this is unbelievable. It turns out that today they activated my account and I can play with my frozen funds. I can deposit, but I can't withdraw them. Today, after just a couple of bets, I went from €1,500 to €10,000. I've been very lucky and multiplied my winnings, but now they're asking me for the payment statements I made with Google Play, which I only sent two months ago. And to top it off, I've already provided proof. I've attached a screenshot. My bank statements are approved, and they're saying no. This is ridiculous. I don't know if they don't read them, don't open them, don't look at them, but they're using my name, surname, ID number, bank account, and debit card details. They've provided all the transactions, all the payments, the payment dates, the amounts—everything—and they're rejecting it. I'm not going to lose the €10,000 that would cover my expenses for the whole year; it's my money. More than a month of waiting is absurd.

Voy ampliar información por qué ésto es ya de película resulta que hoy me han habilitado la cuenta y puedo jugar con mi dinero que tengo retenido puedo depositar pero no voltear sus detenido hoy que es un par de jugadas y he pasado de 1500 euros a 10.000 he tenido mucha suerte y multiplicado mi ganancias pero ahora me están pidiendo los extractos de los pagos que hice con Google Play que solo mande ya hace 2 meses y encima está probado adjunto la pantalla tengo aprobado los extractos bancarios y le pone que no eso ya un cachondeo yo no sé si es que no lo leen no lo abren no lo miran pero en esta tomando por mi nombre mi apellido mi DNI mi cuenta bancaria está relacionada con tarjeta de débito eh todos los movimientos todo le pagos las fechas de pagos la cantidad pongo todo y me rechazan me lo yo no voy a perder los 10.000 que me soluciona el año entero y es mi dinero. Más de un mes es de película

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Antonio88,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina