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