Turbo Wins Casino - Player's account remains open despite addiction declaration.

The game site is TURBOWINS (play.turbowins.com)

Okay!

I've been addicted to gambling for a long time. I don't know how I managed to create an account on TurboWins but I did. After a few days of gambling, I got in touch with a family member and promised to cut me off.

I wrote in the chat (see attachments) that I am addicted to gambling and want to close my account...

I get the answer that they can't and that I have to email, which is usually standard with these crappy sites! But the problem is that the support didn't even give me tips and advice or different websites I can look at. I got stressed and felt that they

was not helpful. So what do I do? What does a person who is addicted and sick do? Well I gambled away 300 euros… My family member saw that I was more down than before. He then helped me write an email.

But this can't be okay that I can gamble away 300 euros AFTER I said I'm addicted...

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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 note that not all live chat agents in online casinos have permission to close a player's account. If you inform the casino about your gambling issues via chat and the representative advises you to send an email with a request to a person/department who has the capacity to assist you, they acted adequately.

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

• When have you informed the casino about your gambling issues via email?
• When was your account blocked?
• When was the last time you were allowed to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

I don't think they've acted correctly. If I write in the chat that I'm addicted to gambling, then I've taken the first step towards the right decision, which is not easy!

They may not be able to block me and therefore have to refer to email BUT they didn't send any suggestions for pages I can turn to. They should!

I made deposits of 300 euros after I said I was addicted to gambling. I am blacklisted in many places and should not even be able to open an account with them. I should get these 300 euros back. Or at least 150 euros then I end up with plus or minus 0kr!

This is not okay behavior from them. I shouldn't even be allowed to play in the first place.

I understand your point of view.

Sadly, the practices regarding responsible gambling are not universal in online casinos. The fact that a support agent didn't provide any resources for you to follow isn't something we can penalize or ask the casino to compensate you for. Their role was to refer you to a department qualified to fulfill your request, which you presumably followed through.

Kindly take note of the resources found on our website, among others:

https://casino.guru/sv/guide-till-ansvarsfullt-spelande - our responsible gambling hub with articles, advice, and tools.

https://casino.guru/sv/guide-till-ansvarsfullt-spelande/hjalpcenter-for-problemspelande - contact information for centers offering professional help in your country

https://casino.guru/sv/guide-till-ansvarsfullt-spelande/overvinna-spel-beroende - our article on how to treat and overcome gambling addiction.

https://casino.guru/sv/guide-till-ansvarsfullt-spelande/ansvarsfullt-spelande#appar-och-verktyg - tools and applications to reduce your exposure to online gambling

Based on the information you provided, we unfortunately cannot continue the complaint, which will be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.