Turbo Wins Casino - Player's account has been closed unjustly.

Subject: Formal Complaint: Unjustified Account Closure and Voiding of €1,816,535 in Winnings by TurboWins

​Dear Guru Casio Team,

​I am writing to submit a formal complaint against TurboWins regarding a serious dispute involving the unjustified confiscation of €1,816,535 in remaining winnings.

​Background & Verification

I registered an account and played on TurboWins in good faith. I successfully completed the full Know Your Customer (KYC) verification process under my name, Rawaz ****, providing valid identification documents which were officially approved by the casino. Following this, my deposits were accepted without issue, and I was permitted to play normally.

​Partial Payouts & Inconsistent Actions

After accumulating significant winnings, I requested a series of withdrawals. TurboWins successfully processed and paid out a total of €37,000 to me. This amount was split across 11 separate withdrawal transactions over a two-month period, between November 30, 2025, and January 30, 2026.

​I view the successful processing of 11 individual withdrawals over this extended timeframe as clear, undeniable confirmation that:

​My identity and account status were fully vetted, verified, and approved.

​My gameplay and the resulting winnings were audited and deemed completely legitimate by the operator multiple times.

​The Dispute

However, when I attempted to withdraw the remaining balance of €1,816,535, TurboWins abruptly confiscated the funds and terminated my access. I received the following statement from their support team:

​"Please be advised that your account has been closed and the funds are voided due to a commercial decision. The decision is final and cannot be reversed."

​No specific breach of Terms and Conditions was cited, and no evidence or further explanation has been provided to me. I have repeatedly requested a clear explanation referencing their rules, but these requests have been ignored.

​Additionally, I was contacted by an external third party via charlotte@disputesservice.com. This domain does not appear to be officially associated with TurboWins, and I have received no official confirmation regarding their authority, legal standing, or why my data was shared with them.

​Summary of Key Facts:

​Account Status: Fully KYC-verified and approved prior to the dispute.

​Operator Actions: Accepted deposits, permitted unrestricted gameplay, and approved 11 separate withdrawals totaling €37,000 over a two-month period (30-11-2025 to 30-01-2026).

​The Violation: The remaining balance of €1,816,535 was voided under a vague "commercial decision" only after these continuous payouts.

​Lack of Transparency: No terms or specific violations have been communicated to me.

​The sudden voiding of a massive balance immediately after consistently processing 11 partial payments is highly inconsistent and unfair. If any legitimate violation had occurred, it would have—and should have—been detected during any of the 11 individual security reviews required to process those payouts.

​Requested Remedy

I kindly request the AskGamblers team to:

​Investigate this matter thoroughly.

​Require TurboWins to provide a transparent, evidence-backed explanation regarding which specific term they claim was violated.

​Assist in ensuring that my remaining legitimate winnings of €1,816,535 are paid.

​I have saved all communication history, KYC approval emails, and transaction logs (including the history of the 11 paid withdrawals), and I am ready to provide them to the AskGamblers team immediately upon request.

​Thank you for your time, mediation, and assistance in this matter.

Please note I have much more evidence but it could not be submitted via this complaint.

​Kind regards,

​Rawaz ****

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Turbo Wins Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• If there is any other evidence you wish to share, you can post screenshots here or send the information to my email at tomas@casino.guru

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,

Tomas

Hi, Tomas

1. Timeline of Account Activity

Account Registration & Activation: November 26, 2025, at 23:38

Account Closure: January 30, 2026, at 13:43

2. Gameplay and Winnings

Primary Game: 25/7 (provided by Fazi), which accounted for approximately 80% of my total winnings.

Peak Balance: My winnings initially exceeded €3,000,000.

Current Outstanding Balance: €1,800,000 remained in the account at the time of closure.

Bonus Status: No bonuses were ever activated. All gameplay was conducted strictly using real money (raw cash), meaning no bonus terms or wagering requirements were violated.

3. Interaction with Support & VIP Incentives

Due to the standard monthly withdrawal limit of €20,000, I contacted Turbowins support to inquire how to increase this limit to withdraw my millions.

Support explicitly instructed me to increase my gameplay volume and accumulate points to achieve VIP status, which would grant higher withdrawal limits.

Following their direct advice, I continued playing, and my balance fluctuated to €1,800,000.

When asking for a status update on my VIP progress, Turbowins support further incentivized me by offering entry into a tournament with a €6,500 buy-in, claiming it was a direct pathway to becoming a VIP member.

4. Conclusion and Evidence

The decision to abruptly close my account and freeze €1,800,000—especially after encouraging heavy gameplay and soliciting a €6,500 tournament entry to achieve VIP status—is completely unjustified.

I possess full, unedited email correspondence confirming every interaction with Turbowins support mentioned above, alongside timestamps of the account status changes. I am sending screenshots of this complete paper trail as undeniable proof.

I demand a full review of this case, the immediate reopening of my account (or a secure alternative payment arrangement), and the payout of my remaining balance of €1,800,000 according to fair regulatory standards.

Sincerely,

Rawaz

Dear Rawaz,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Rawaz,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will contact the casino to gain further insight into this issue and to explore how I might be able to assist.

We would like to invite Turbo Wins Casino to join the conversation.

Dear Turbo Wins Casino,

While we acknowledge the operator’s right to discontinue services to any player even without providing a specific reason, any outstanding financial obligations must still be honoured. As the account closure does not appear to have been triggered by any confirmed rule violation, it is not clear on what basis the player’s winnings have not been paid out.

I would therefore kindly ask you to clarify the circumstances surrounding the recent action taken against the player, as well as to provide a clear timeline for when the outstanding winnings will be processed and paid.

If there are any relevant details or circumstances influencing this situation that cannot be shared publicly, I would appreciate it if you could provide them directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

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.

Dear Rawaz,

I have tried to contact the casino repeatedly but, have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, you might consider contacting the Anjouan Gaming Authority and submitting a complaint to them if you still want to pursue your case.

Although according to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As Turbo Wins Casino has not engaged or responded within our own dispute resolution process as an ADR mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Please let me know if they were able to help at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

Best regards,

Michal

Casino Guru