Turbo Wins Casino - Player's self-exclusion was mishandled, leading to losses.

I am filing this complaint against TurboWins (operated by Igloo Ventures SRL) regarding the mishandling of my self-exclusion request and the losses that followed.

On 10 June 2026 I sent a clear self-exclusion request by email. In the email I explicitly stated that I wanted to stay away from gambling / stop playing. TurboWins did not implement the restriction immediately. Approximately one week later they themselves decided to apply a one-month self-exclusion and confirmed this by email.

According to their own Responsible Gambling and Self-Exclusion policy, such requests should be handled promptly (within 24 hours). In my case there was a clear delay of around 7 days.

After the one-month self-exclusion period expired, a VIP manager contacted me and applied a bonus to my account. The account was made fully available again. I then deposited and played, resulting in a net gambling loss of approximately €1,966 from 20 July 2026 onwards.

This was not an isolated incident. I had previously self-excluded from SlotMonster and later from SlotMaster (related brands under the same operator group). After each self-exclusion I received marketing and bonus offers from the next brand (SlotMonster → SlotMaster → TurboWins).

I have already submitted a formal complaint with full supporting evidence to TurboWins Complaints team (around 28 July 2026). They acknowledged receipt but have not provided a substantive resolution.

I am requesting full reimbursement of the net losses (€1,966) incurred after the delayed and poorly handled self-exclusion, followed by VIP contact and bonus reactivation of the account.

Supporting evidence includes:

• My original self-exclusion email (where I clearly asked to stay away from gambling)

• TurboWins’ delayed confirmation of a one-month self-exclusion

• VIP manager communication and bonus record

• Full transaction history

• TurboWins Responsible Gambling / Self-Exclusion policy

• Evidence of cross-brand re-engagement after previous self-exclusions

I can provide all documents and screenshots upon request.

I take full responsibility for losses prior July 20 2026.

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Dear luchii81,

Thank you very much for submitting your complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you mentioned gambling addiction or gambling-related harm in any of your account closure requests sent to Turbo Wins Casino?
• After your account was reopened following the one-month cooling-off period, did you request to be permanently self-excluded? Did you reply to the casino's email confirming that your account had been closed for 30 days and request permanent self-exclusion? If so, please forward me these additional communications regarding your self-exclusion request at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hi Veronika.

I’ve emailed regarding TurboWins. Their handling of my self-exclusion was completely wrong and against their own rules.

I had previously self-excluded from their sister sites SlotMonster and SlotMaster. After those exclusions they never contacted me again from those brands. Instead they targeted me from other sites in the same group.

I take full responsibility for choosing to play on new sites, even though they actively marketed to me. However, what TurboWins did after I clearly asked to stay away from gambling is a different matter. They delayed implementing the exclusion, chose a one-month period themselves (against their own minimum of 6 months), and then their VIP team actively contacted me with a bonus the moment that period ended. That part was completely wrong and against every responsible gambling rule they claim to follow.

Thank you for your reply. I understand your frustration regarding this situation. Please note, however, that we assess all complaints in accordance with our internal procedures. Self-exclusion cases involving a request for a refund of lost deposits require evidence that the player explicitly mentioned gambling problems or stated that gambling was causing them harm. Simply stating that you no longer wish to gamble is not sufficient, as such a statement does not necessarily indicate that gambling-related problems were the reason for your request.

Therefore, if you did not directly mention gambling addiction or gambling-related harm, we unfortunately won't be able to assist you with your refund request. The best we can do in this situation is provide you with a template for a self-exclusion request that you can use if you ever need to request self-exclusion from a casino in the future. Please let me know how you'd like to proceed.

Dear Veronika,

Thank you for your reply.

I must disagree with this interpretation. When a player writes a clear request to self-exclude and "stay away from gambling", it is unreasonable to claim that this does not indicate gambling-related problems. The entire purpose of self-exclusion tools is to protect players who are trying to stop.

In my case the situation is even clearer:

1. I sent a self-exclusion request on 10 June 2026 stating that I wanted to stay away from gambling.

2. TurboWins delayed implementing it by approximately one week.

3. According to their own Responsible Gambling policy the minimum self-exclusion period is 6 months. They unilaterally chose only 1 month.

4. On the exact day their self-chosen 30-day period expired, their VIP manager actively contacted me and offered a bonus.

5. This was not an isolated incident – the same group had previously re-engaged me via sister brands (SlotMonster → SlotMaster → TurboWins) after earlier self-exclusions.

Your position that a refund can only be considered if the player used the exact words "gambling addiction" or "gambling-related harm" creates an artificial barrier that benefits operators who mishandle self-exclusion. It ignores the clear intent of the request and the operator’s subsequent behaviour.

I have already submitted a formal complaint with full documentation to TurboWins. I expected Casino Guru, as a player protection platform, to assess the case on its merits rather than on whether specific trigger words were used.

I would like you to reconsider the case on the basis of the full facts and the operator’s clear failures in handling the self-exclusion. Please confirm whether you are prepared to do so, or whether this is your final position.

Best regards,

F. T.

Dear Veronika,

Thank you for your reply. I must strongly disagree with this reasoning.

Self-exclusion is self-exclusion. The purpose of the tool is to allow a player to stop gambling. When I wrote that I needed to self-exclude "as of now" and that I simply wanted to "stay away from gambling", the intent was completely clear. Requiring the exact words "gambling addiction" or "gambling-related harm" creates an artificial and unreasonable barrier.

If someone says "I want to stay away from drugs", no one would claim it is unclear whether the person has a problem. The same logic applies here. "I want to stay away from gambling" is a clear statement that the player is trying to stop.

In addition:

• TurboWins delayed implementing my request by about one week.

• Their own policy states a minimum self-exclusion period of 6 months. They unilaterally applied only 1 month.

• On the exact day that self-chosen period ended, their VIP manager actively contacted me and offered a bonus.

• This was part of a wider pattern where the same group re-engaged me across sister brands after previous self-exclusions.

The operator’s behaviour (VIP contact and bonus the moment the period expired) shows they treated me as a valuable, high-activity player. That context makes their failure to properly honour a clear self-exclusion request even more serious.

I am not asking Casino Guru to invent a case. I am asking you to assess the actual facts: a clear self-exclusion request was made, it was poorly handled, and the operator then actively re-engaged me. The absence of two specific trigger words should not be enough to close the case.

Dear luchii81,

Thank you for your detailed explanation. I understand your position, and I appreciate you providing the additional context.

I would like to clarify that our position is not that your request was unclear as a request to stop gambling. However, there is an important distinction between requesting self-exclusion and explicitly informing the casino that you are experiencing gambling-related harm or a gambling problem. Our refund assessment criteria require evidence that the operator was made aware of such a problem, as this is what allows us to assess whether the subsequent gambling activity and losses can reasonably be considered connected to a failure to act upon a known gambling-related risk. A general request to stop gambling, without any indication of the reason behind it, does not in itself establish this.

If you are interested, we can guide you through a proper self-exclusion process that should enable you to close your account for a minimum of 6 months.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Turbo Wins Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please use this template to send another email to Turbo Wins Casino, add my email address veronika.f@casino.guru to CC, and keep me informed about any further developments. Thank you in advance.

Dear luchii81,

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.