The player from Germany had deposited money at Turbowins and won €2160, but after attempting to withdraw €50 and completing an additional verification process, her account was deleted without a specific explanation. Despite her inquiries, she only received references to the general terms and conditions. The player had provided details about her gameplay, verification documents, and withdrawal attempts, but no further communication was received. Therefore, the complaint was closed due to the lack of response, with the option for the player to reopen it if she chose to continue communication.
Turbo Wins Casino - Player’s account has been closed.
Closed
Our verdict
Player stopped responding
Amount: €2,160
Turbo Wins Casino
Safety Index 0.8 Very lowCase summary
Discussion
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4 months ago
Translation
Hello dear Casinoguru team,
I recently deposited money at Turbowins. First, €50 with a bonus, which I lost, and then again with real money, with which I won €2160. Since I play with crypto, I wanted to withdraw €50 as a test to see if everything was working correctly, but I had to verify my account. After verifying my account and then trying to withdraw, I received an email stating that I needed to verify it again via an external link. After doing this, I was told I could then make a withdrawal. However, after I made another €50 deposit, my account was deleted a day later. Despite repeated inquiries, I was not given a specific reason for the account deletion, but was only referred to the general terms and conditions.
I hope you can help me.
Automatic translation:
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4 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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4 months ago
Dear natalja21,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you have experienced.
To better understand your situation and assist you as efficiently as possible, I would like to ask you a few questions:
- Could you please specify which types of games you primarily played (e.g., slots, live casino, sports betting, etc.)?
- Could you clarify which verification documents you have already submitted and when they were provided?
- Can you provide the date of your last deposit and your most recent withdrawal attempt?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Petra
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4 months ago
TranslationHello Petra,
Regarding point 1): I only played slot machines.
Regarding point 2): ID card, face scan and proof of address (I have been successfully verified twice)
Regarding point 3): The last withdrawal attempt was on March 26, 2026, after which my account was blocked without further explanation.
However, I was later able to find out via external sources that Turbowins refers to the fact that my email (which functions as a spam email) is linked to another account, which in turn is not linked to Turbowins, but to Fastslots.
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4 months ago
Thank you for your reply and for providing the previous details, natalja21.
- Did you accumulate your winnings with or without an active bonus?
- Did you receive any other communication from the casino before or after your account was closed?
- Please provide any additional communication you had with the casino. This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
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3 months ago
Dear natalja21,
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.
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3 months ago
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,
Petra
Casino.Guru
