The player from Portugal had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. After providing the necessary documentation and clarification regarding his withdrawals, it was confirmed that one of the two withdrawals of €505 had not been received. The issue was subsequently addressed by the Complaints Team, and the player marked the complaint as resolved, indicating that the problem had been satisfactorily handled.
Turbo Wins Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €505
Turbo Wins Casino
Safety Index:LowCase summary
Discussion
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6 months ago
Translation
Good morning, I hereby complain about turbo wins casino, I made a withdrawal on October 3, 2025, this withdrawal was reported as paid on the casino platform, however this money of 505€ has not yet entered my bank account, I made another withdrawal of the same amount on the 6th of the same month, which entered my account, in short, of the two withdrawals made (on the 3rd and 6th) only one was paid, supposedly the withdrawal of October 3 is missing. I've contacted the site several times, both via chat and email, and the answer is always the same: it's under analysis.
I've sent the proof of bank statement in PDF for October 2nd until October 9th that they requested, as well as the transaction ID.
That's a long time to wait.
I'd like to see this resolved as soon as possible, thank you.
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6 months ago
Dear Gomes72,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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6 months ago
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.
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6 months ago
Dear Gomes72,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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6 months ago
TranslationGood morning, I still haven't received my 505€ withdrawal..., I've been contacting them, but the answer is always the same from the start, "it's under analysis"
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6 months ago
TranslationAs you can see from the last answer they gave me, in this screenshot
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6 months ago
Dear Gomes72, please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share any new communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
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6 months ago
Translation- My KYC is fine.
- My winnings were real money, not bonuses.
- The withdrawal was not canceled, I was mentioned as paid, but the money did not enter my bank account.
- I made two withdrawals for the same amount of €505, one on October 3rd and the other on October 6th, but only one of them went into my bank account.
- I'll email you the rest of the information.
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6 months ago
Dear Gomes72,
Could you please confirm whether you have submitted any recent evidence to the casino, confirming that you have not received the payment? If so, could you please forward it to me as well?
Additionally, could you please confirm whether the payment was marked as completed in your account on the same day as you requested it?
Thank you in advance for your cooperation.
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6 months ago
TranslationGood afternoon,
I was sent a PDF of my bank statement from October 2 to October 9, requested by the casino, as proof that I did not receive the money.
My withdrawal was completed as paid on the same day.
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6 months ago
TranslationGood afternoon, I was sent a PDF copy of my bank statement from October 2 to October 9, requested by the casino.
The withdrawal was completed the same day.
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6 months ago
TranslationI made two withdrawals for the same amount of €505, one on October 3 and the other on October 6, both were concluded as paid, however only one of the two went into my bank account..., on October 7 a deposit of €500 went into my account (€5 was withdrawn as a fee), I suppose it was for the withdrawal on the 6th, so the withdrawal on October 3 is missing
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6 months ago
TranslationI have sent you a PDF copy of my bank statement as proof that only one deposit was made out of the two withdrawals made at the casino on October 3 and October 6.
It's the same statement I sent to the casino.
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6 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Samuel (samuel.s@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.
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6 months ago
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.
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6 months ago
Dear Gomes72,
It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.
If there are any updates or new details since your last message, please share them with me.
As part of our standard procedure, I’m also inviting a representative from Turbo Wins Casino to join this conversation. Their input should help us move the case forward more efficiently.
Dear Turbo Wins Casino,
Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.
Thank you for your cooperation and a timely response.
Best regards,
Samuel
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6 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Gomes72,
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,
Samuel
