The player from Germany had made multiple deposits totaling €1,421.70 at Turbo Wins and had reached a balance of €18,000. After requesting two withdrawals, his account was blocked, and he was informed that the deposits were not permitted due to being a joint account. Upon reactivation, he found his balance at €0 and all payouts canceled, with no claim to his deposits. The Complaints Team had discussed the case with the casino, which upheld its rules, specifically stating that joint accounts were not allowed for deposits. However, the Complaints Team deemed this rule unfair, as it did not align with standards of fairness and transparency, and classified the complaint as Unresolved – Against fair gambling. The player was advised to contact the Anjouan Gaming Authority for further assistance.
Turbo Wins Casino - Player's account has been closed and winnings confiscated.
Against fair gambling
Black points: 10,532
Amount: €18,000
Turbo Wins Casino
Safety Index:LowCase summary
Translation
Good day,
Over the course of a few days, I made a total of 22 deposits at Turbo Wins totaling €1,421.70.
With a lot of luck, I reached an account balance of €18,000.
The account has been successfully verified.
I have requested two withdrawals of €4,000 each.
After 1 day the account was blocked and I received a message that the deposits were not permitted.
Third-party / joint account.
I had to submit additional documents and photos (including those of my spouse who is on the joint account).
Today I received an email saying that my account has been reactivated.
I can log in again.
The balance is 0€.
All payouts were also canceled.
When I asked directly, the only answer I received was that everything had been canceled due to an invalid deposit.
I also have no claim to my deposits.
I really don't know what else I can do; it's a lot of money....
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Dear Sani1985,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that your account has been successfully verified?
- Could you verify whether your bank statement reflects the deduction of funds deposited into the casino account?
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you accumulate your winnings with or without an active bonus?
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.
Best regards,
Katarina
TranslationHello Katarina,
- That's right, the account was successfully verified and confirmed before I requested the first withdrawal.
- Yes, every deposit I have made is shown on the account / bank statement
- Slots only
- No bonus / Only real money that was deposited
Dear Sani1985,
thank you for your reply.
Could you please forward all communications you have had with this casino 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
TranslationI have just sent all communication with the casino to the email address provided.
Thank you
TranslationGood day,
Did you receive my email with the required communication history?
Thank you for your help
Thank you very much, Sani1985, 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.
Hello jasonde3ul0,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and can you please confirm that you made deposits via or from a payment method that you are the legal owner or co-owner of? Please forward me all the documents you have submitted to the casino team regarding this situation, including the bank statements, for an independent review at michal.k@casino.guru
I will contact the casino to shed more light on this matter and to see if I can help somehow.
We would like to invite Turbo Wins Casino to join the conversation.
Dear Turbo Wins Casino,
Could you please provide clarification on why the player's winnings were forfeited once the player's account was reopened?
Should there be any factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru
TranslationGood day Michael,
I confirm that I have made all 22 deposits via Sofort Banking from the joint account owned by my wife and I.
I will email you everything I can find.
Thank you
Hi there,
We have reviewed this case and acted in full compliance with section 6.8 of our Terms & Conditions.
Kind regards,
Turbo Wins Casino
Dear jasonde3ul0,
I have discussed your case with the casino team in an effort to find a mutually acceptable resolution. Unfortunately, the discussion concluded with the casino maintaining a strict adherence to their rules, as previously communicated to you.
While it is true that Rule 6.8 is clearly stated in the Turbo Wins Casino Terms & Conditions, we do not find this rule to be fair, particularly in the context of your case. Joint bank accounts are quite common, and as long as a player can clearly demonstrate that they are a legal owner or co-owner of the account — and that the deposited funds originate from their own legitimate sources (such as salary, which you have proven) — the mere fact that deposits were made from a joint account should not, in itself, be considered a valid reason to confiscate legitimately obtained winnings.
The rule that was used against you in this situation is nowhere to be found in highly rated casinos.
Conversely, this rule seems to exist primarily as a means to avoid paying the players their winnings if they remain unaware of it or forget about it.
Applying such a rule does not align with the standards of fairness and transparency that players and we as well rightfully expect from a gaming establishment, especially when the casino did not have problems accepting the deposits from the same bank account previously on multiple occasions.
Our company policy states that a complaint cannot be rejected when a rule that we deem unfair was used against a player. Therefore, we will have to classify this complaint as Unresolved – Against fair gambling. If the casino team decides to reconsider their stance, they are certainly free to do so, and you will be informed via email.
I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.
I can only recommend that you take a moment and read a review of each casino before you start playing in the future, and only play in reputable casinos with a high safety index rating, where encountering "controversial" rules is minimal.
In the meantime, I recommend you contact the Anjouan Gaming Authority (AOFA) and submit a complaint to them through the validator at the bottom of the casino website (validator link) and fill out the "File a complaint" form. Our article about Licensing Authority – Anjouan Gaming | Casino Guru might be useful for you. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
