Turbo Wins Casino - Player’s account closure request has been ignored.

Ich habe am 29.09.2025 um Schließung des Kontos gebeten. Ich habe am 30.09 eine Email erhalten, dass neu. Konto für 24 Stunden gesperrt ist und ich meinen Entschluss bestätigen muss. Die Tat ich direkt. Leider wurde meine Anfrage ignoriert. Aufgrund meiner Spielsucht habe ich weitere 800€ verspielt. Ich bitte um Unterstützung

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Dear mex26,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

• Have you specifically mentioned your gambling problem when requesting an account closure?
• Have you contacted live chat support upon discovering that you still have access to your account?

Thank you very much in advance.

Best regards,

Katarina

ich habe den Live Chat kontaktiert

Dear mex26,

thank you for your message.

Is this the only communication you had regarding your self exclusion? It seems this has been a communication with a live chat bot.

Have you sent any emails requesting a self exclusion because of the gambling problem, please?

Could you please share those with me? My email is katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Sie haben die Email Verläufe erhalten

Dear mex26,

thank you for your message and email.

Could you please clarify when was the last time you made any deposit at this casino, please?

Additionally, have you tried to contact the live chat once again, as it seems your initial confrontation was only with a live chat bot?

Looking forward to your reply,

Katarina

ich habe den Hinweis erhalten, dass ich mich per Email melden muss.

Am 14. Oktober war die letzte Einzahlung

Durch die Email vom 30. September von Turbowins, gehe ich davon aus, dass mein Wunsch nach Ausschluss verstanden wurde. Da ich meine Forderung ja innerhalb von 24 Stunden bestätigen sollte, dieses tat ich direkt!

Thank you very much, mex26, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello mex26, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Turbo Wins Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Vielen Dank Katarina und hallo an Matej

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.

Hi there,

The player requested an account closure on September 29, 2025, without mentioning any gambling addiction. As per our standard procedure, the account was blocked for 24 hours, and a confirmation was required to finalize the closure. The player reached out during this temporary block and was advised to wait until it ended.

We received no indication of a gambling problem until October 7, 2025, when the account was immediately and permanently closed.

Kind regards,

Turbo Wins Casino Team

Richtig, ich habe innerhalb von den ersten Stunden schon eine Schließung gefordert. Auch diesem Wunsch muss nachgegangen werden! Wenn 2 mal innerhalb von wenigen Stunden eine Schließung gefordert wird, sollte das Casino auf den Wunsch eingehen!

I would like to thank the Turbo Wins Casino for providing further details.

Dear mex26, according to the Turbo Wins statement above, as well as the evidence provided by yourself, the account closure request from the 29th September is not mentioning gambling addiction. Because of that, it can't be considered a self-exclusion request, but rather a regular account closure. In such case, since the casino had no knowledge of any possible gambling issues, it is impossible for Casino Guru to mediate any kind of refund.

During a regular account closure it is assumed the player is in full control of their gambling and spending habits, and always have the option of simply not playing, until the account is closed (or in theory even if it never gets closed). It is the same as having a bad experience in a restaurant - you can choose not to come back.

This is why mentioning gambling issues is very important, and even according to Casino Guru's player safety values, we can't put 100% of the responsibility on the casinos. Therefore, we always ask the players to make the first very important (and some say the hardest) step and acknowledge having a problem. If that does not happen, we don't have much to go on by. Only once the problem is stated, we can ask the casino to urgently deal with such requests.

However, on 7th October you have mentioned having the gambling addiction, and the casino confirmed the account has been promptly closed. To move this case forward, I would like to ask the following:

Dear Turbo Wins Casino Team, can you please confirm the account is blocked permanently with no option for reopening, the customer will not be able to re-register using the same credentials and that all the marketing communication has ceased?

Dear mex26, as per above, I will not be able to request a refund of the deposits made before 7th October. Unless there are other messages I am not aware of, where the gambling addiction has been mentioned, I will be closing this complaint after the casino confirms the self-exclusion process has been finished. I understand this is not the outcome you were hoping for, but hopefully I was able to explain the reasoning behind it, and how it aligns with Casino Guru values and views. Please, let me know if you have any questions or if there is anything else I may have missed. Thank you.

Hi there,

We would like to inform you that the customer account is closed permanently and cannot be reopened under any circumstances.

Kind regards,

Turbo Wins Casino Team

Sehr schade, dass eine Bitte nach kontoschliessung so missachtet werden darf.

Thank you, Turbo Wins Casino, for the confirmation.

Dear mex26, I completely understand your dissatisfaction with the fact, that an account closure request being seemingly ignored is currently a standard for the gambling industry. There are two reasons for this:

1. As mentioned before, there is a huge difference between a regular account closure and self-exclusion due to the gambling addiction. During regular account closure the player always have an option to simply stop visiting the casino and depositing more money. It is assumed such player is in full possession of their faculties and can make rational decisions. Because of that, the casino is even allowed to offer such player a bonus or other special treatment, to entice them to come back and resume playing. Only when the addiction is clearly mentioned, the casino should be doing everything in their power to block such account and prevent the player from further losses, they otherwise incur due to the inability to resist the addiction.
2. Second reason is the players themselves. Casinos are dealing with dozens of account closure requests flooding their mailbox daily. Majority of such requests are written in the heat of the moment after a heavy loss, a loss streak or as a way to squeeze out a free bonus with messages like "either give me a bonus or close my account". Also majority of these requests are constantly being cancelled because the players either calm down and want to resume playing, or they hit a big win and everything is alright again. For this reason the casinos often seemingly ignore the regular account closure requests - giving the players time to calm down, reconsider their decision and hopefully save themselves a lot of pointless administrative work with closing and reopening the same accounts several times per month.

Due to the above, we have to clearly distinguish between regular account closures and gambling addiction issues, and act accordingly. Since in your case the addiction has been mentioned on 7th October and the account has been closed in a reasonable time, I am unable to request any kind of refund on your behalf. I know this is not the outcome you have expected, but I am hoping at least I was able to explain the situation and the processes involved when dealing with account closures and gambling addiction. If you have any further questions or issues, please do not hesitate to post them in this thread, and let me know whether the complaint can be now closed. Thank you very much.

Dear mex26,

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,
Matej
Casino.Guru