Turbonino Casino - El jugador tiene problemas para acceder a la cuenta.

Since it is a pay n play casino, the account is created with the first deposit via Trustly and then asked to provide various information, e-mail, phone number, etc.

The deposit went smoothly.

When I wanted to provide all of the information, the casino accepted, but not so I tried to provide a different email address.

That too was unsuccessful.

It was written "contact support".

You can only open the live chat if you are logged in and I never got that far.

So I went via e-mail contact, from which, after two days, I "already" received an answer.

In a nutshell, the email contained the following statement: Well! Double account

So I described my request again. What do I watch out for! Again after 2 days I received an answer that I should provide more information.

I gave the attempted email addresses and have been waiting again for 24 hours.

Impossible this casino !!!

Da es sich um ein pay n play casino handelt, wird dad Konto mit der ersten Einzahlung via Trustly erstellt und danach aufgefordert diverse Angaben zu machen, E-Mail, Rufnummer, ect.

Die Einzahlung klappte problemlos.

Als ich alle Angaben angeben wollte, akzeptierte das casino, diese nicht also versuchte ich eine andere Email Adresse anzugeben.

Auch das war erfolglos.

Es wurde geschrieben "support kontaktieren".

Den Live Chat kann man jedoch nur öffnen, wenn man eingeloggt ist und soweit kam ich ja überhaupt nicht.

Also ging ich den weg über E-Mail Kontakt, von dem ich nach sage und schreibe, 2 Tagen "schon" eine Antwort erhielt.

Kurz und knapp beinhaltete die Email folgende Aussage : Tja! Doppelaccount

Ich schilderte also nochmal mein Anliegen. Worauf ich, aufgepasst! Wieder nach 2 tagen erst eine Antwort erhielt, ich solle nähere Angaben machen.

Ich gab die versuchten Email Adressen an und warte jetzt schon wieder 24 h.

Unmöglich dieses Casino!!!

Dear Zoeyschka,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Did I understand correctly that you can’t log into your account to verify it and play? Is the website itself accessible? Is there any notification or a message when you try to log in? What exactly it says when you try to enter your username? Do you type your email address or username to enter your account?

I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

The mask of the website can be opened without any problems.

The login works by logging into the bank account via Trustly.

After I entered my bank details, a popup appeared that kept asking me to enter a username, email address and phone number.

If I did that, the email and username were already taken. Because I had already sent the data.

Since I've been in sporadic contact with support, only the following message appears after trying to log in via Trustly

So the first deposit has been made, the transactions also went from the bank account.

But I can't access the money, the account or the games.

And the support needs 48 hours for an answer, because you can only access the live chat if you are logged in.

Die Maske der Webseite lässt sich problemlos öffnen.

Der login funktioniert über das einloggen in den bankaccount via Trustly.

Nachdem ich meine Bankdaten eingegeben habe, erscheinte ein popup das mich immer wieder auffordert einen Benutzernamen, Email Adresse und Rufnummer anzugeben.

Wenn ich das tat, steht email unf Benutzername bereits vergeben. Weil ich die Daten ja bereits abgesendet hatte.

Mittlerweile, seit ich sporadischem Kontakt mit dem Support stehe erscheint nach dem login Versuch via Trustly nur noch folgende Meldung

Also die erste Einzahlung ist getätigt, die Transaktionen ging auch vom Bankkonto ab.

Nur kann ich weder auf das Geld noch auf den Account oder die Spiele zugreifen.

Und der Support braucht halt 48 h für eine Antwort, weil man auf den live chat nur zugreifen kann, wenn man eingeloggt ist.

Thank you very much, Zoeyschka, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Zoeychka.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Zoeychka.

This is a reaction from the casino.

We apologize but there was some kind of glitch on her account . So we have removed all of the restrictions that were incorrectly applied on her account on the 6th. If she tries again, she will manage to successfully login to the client.

Please note that under the MGA license, the rules are we now have to get basic information on the player ( eg email address) even though it’s a PanPlay service with Bank ID being used to deposit . 

Is your issue resolved, now?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will consider the case got resolved.

The following picture appears on 2 different web browsers ...

As soon as I can, I like to try again using the casino software, with a username and Pw. And then get back to you immediately.

I am not able to login to the website via trustly. However, I will still receive newsletters and information on every free spins I have lost on 2 email addresses

Auf 2 verschiedenen Webbrowsern erscheint folgendes Bild...

Sobald es mir möglich ist, versuche ich gern nochmal mich über die casino software, mit Nutzernamen und Pw einzuloggen. Und melde mich dann sofort nochmal zurück.

Auf der Webseite via trustly ist mir ein login nicht möglich. Jedoch erhalte ich noch Newsletter und Infos zu jedem, mir verloren gegangem Freespins, auf 2 Emailadressen

Hello Zoeyschka.

Hope you are well, we have been in direct communication with the casino.

The casino statement:

"We have checked it three times and there are no restriction on his account that should prevent him from logging-in."

Can the player please tell us when was the last time he tried (desktop or mobile) and also please ask him to try again and to do a video capture of the entire process and send it to us please."

Please, could you do it?

Hello Zoeyschka.

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.