Turbo Wins Casino - Player’s account is closed and funds confiscated.

I played live casino games and won 500€ in tournament. After i requested withdrawal they blocked my account and confiscated funds. I did not have active bonus. They also did not ask for verification, they simply closed account.

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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?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports, which particular games)
• When did the tournament you played take place?
• Could you please share a screenshot confirming your rank placement in the tournament and the communication with the casino regarding the issue? My email is 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

Sent to email

Dear Jesus1312,

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 Jesus1312,

It's Michal once more. I have assumed responsibility for this complaint as well. Given that this appears to be connected to Fast Slots Casino and other casinos in the same group, I will await a response from the casino team concerning the overall situation.

Dear Turbo Wins Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

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 Turbo Wins Casino,

Thank you for your messages. I have responded back with some additional enquiries and am awaiting your reply.

Dear Jesus1312,

Could you please confirm whether any of your family members, friends, or acquaintances hold an account with Turbo Wins Casino or any other casino you have the same issue?

If they do, have you played in those casinos around the same times as them, perhaps during a visit?

Can you please confirm the devices have you used to register and play in the casinos?

Additionally, can you please explain why have you registered in multiple casinos in such a very short time?

No family members registered any of the groupation casinos except me. Brother once registered on motherland which is i believe in same groupation, but never deposited, than they confiscated my funds as well, i dropped that complaint as it was our fault. But none of the others. All others only account is mine.

Devices probably galaxy s23 and solana seeker ....idk i play multiple casinos simultaniously ...so one of those 2

Where does it say i cannot register at multiple casinos. I play literally in dozens of casinos during the day and in various groupations. If you are going in "bonus abuse" way with this statement, it can easy be checked i only took welcome bonus and only because they don't even ask instead they forcefully credit it. If they felt i joined because of bonuses they could easy stop adding promos to my account, even now when im banned i keep getting promos. But as said used only welcome. Also that is not the reason to confiscate legitimate winnings as it can also easy be checked that i deposited clean cash and wanted to withdraw clean cash, no bonus usage. I went trough the t&c 100s of times. No single broken rule. If they feel like people shouldn't register at 40+ of casinos they own, than why they keep opening new ones? Keep only one and that is it, or simply say that email is already in use when trying to register to another casino from groupation.

I am very sorry this issue (whatever is the issue) occured as i really liked this groupation, but customer service is horrible.

P.s. i probably never even won anything using their welcome bonuses as wagering is ridiculous

Dear Jesus1312,

Thank you for your reply. I am unable to provide a more comprehensive answer at this time as the investigation is still in progress, but your conduct in several casinos has raised some valid questions, which may explain the actions taken by the casino. That said, there are still some aspects I would like to clarify with both you and the casino team.

Could you please clarify whether the tournament you participated in was organized by a game provider or by the casino itself? Additionally, was this tournament associated with specific games or did it encompass all games that contributed to it? Lastly, did you focus exclusively on the live games that contributed to the tournament?

Tournament was organised by casino. Games available were all live roulette and live blackjack and baccarat. I played bj and roulette. I can't remember did i focus exclusively on live. I probably played some slots meanwhile idk....and don't see why would that matter.

I did not make absolutely any damage or whatever to casino...deposited, played required games to earn points, and managed to won a place. It is shame that i need fight for my funds after.

Also im not quite sure what "actions" do you refer to in first half of the message, and im sure you gonna ask me to explain something so just shoot anything that you want to know. I didn't breach t&c in any of their casinos. And even if i did by some chance, what do other casinos have to do with Turbowins?

This is the same as if i did not get cashout on rollbit because i broke rules on coinsgame, makes no sense (btw im VIP on both and many others).

They have nowhere stated they are in same groupation or what company is even running them.

But, i did not break rules on any of them so........

Thank you for all the information and evidence provided, Turbo Wins Casino Team.

Dear Jesus1312,

Thank you for your patience and cooperation throughout the review of your case.

We have now completed a thorough assessment of all information and evidence submitted by the casino team in relation to all your complaints, as it relates to your conduct in all the casinos within the same casino group.

During our correspondence, you confirmed that no member of your immediate circle, including family members or friends, holds an account with all the involved casinos and that you have never engaged in simultaneous play with others or played from a shared location. Please be assured that your responses have been given full consideration in our evaluation.

Nevertheless, following a detailed examination of the evidence provided, it was confirmed that multiple accounts were registered and operated from most likely the same device as you and the same contact details, with changes to the personal details, maybe in an attempt not to be recognized by the casino system straight away. These accounts were observed claiming the same bonuses, participation in promotions and exhibiting strikingly identical gameplay behaviour, which are the exact indications of multiple/duplicate accounts and the exploitation of bonuses or promotions. Such practices are explicitly addressed in the casino's terms and conditions, which you agreed to upon registration, and casinos generally uphold strict policies regarding the creation of multiple/duplicate accounts for the purpose of claiming bonuses.

As addressed in the casino rules:

• 11. Unacceptable use of our Services
• (c) all details provided by you to us to enable us to create your account and grant you access to the Services are true, current, accurate and complete
• 11.5. We reserve the right to confiscate any funds if any fraudulent activity or bonus abuse attempt is detected.

and

• 11.6. TurboWins reserves the right, in its sole and reasonable discretion, to void any bonus funds, associated winnings, or promotional benefits if a player is determined to be engaging in abusive promotional behavior across our network. Such behavior includes, but is not limited to, bonus hunting, collusion, fraudulent activity, the use of multiple accounts, or any pattern of gameplay that is inconsistent with fair use of promotional offers.

In light of these findings, we must conclude that the complaint is Unjustified, as the evidence supports the casino's decision to enforce its terms and conditions.

You, just like anyone else, have agreed to the casino rules when you created your account, and it is your responsibility to follow them. We cannot provide assistance when the casino's terms have been breached on your part. Please refrain from such actions in the future, as we will not be able to support you.

Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact us, and we will try our best to assist you.

Best regards,

Michal

Casino Guru