The player from Ireland had their account closed without explanation three days after their withdrawal was approved, which prevented access to their funds. They had previously deposited 300.5 EUR via cryptocurrency and provided the necessary proof of the transaction after weeks of correspondence. They were seeking the return of both their deposited funds and account balance. The complaint was closed due to the player's lack of response to further inquiries and reminders, which prevented the completion of the investigation or resolution. The player retained the option to reopen the complaint if they chose to resume communication.
Turbowinz Casino - Player's account has been closed without reason.
Closed
Our verdict
Player stopped responding
Amount: €500
Turbowinz Casino
Safety Index 6.9 Above averageCase summary
Discussion
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3 months ago
My account was closed without explanation three days after my withdrawal was approved, and I have not received my funds.
I deposited 300.5 EUR via cryptocurrency on 12 February 2026. When I attempted to withdraw, the casino requested proof of deposit. I submitted multiple screenshots showing the transaction hash, amount, and date — which is the standard proof available for crypto transactions, as no name appears on blockchain records. After weeks of back-and-forth (4 March to 25 March), my documents were finally approved on 25 March 2026 and I was instructed to submit a withdrawal request through the cashier.
Three days later, on 28 March 2026, I received an email stating my account had been closed "per administrative decision" with no reason given and no prior notice. The casino stated this decision is final.
The timing is not a coincidence. My verification was approved, I was directed to submit a withdrawal, and then the account was immediately closed — preventing any payout. I have the full email thread documenting every step of this process.
I am requesting the return of my deposited funds and any balance in my account at the time of closure.
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3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Dear reid22001,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Which verification documents have you already submitted before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
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
Petra
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3 months ago
Dear reid22001,
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.
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3 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Petra
Casino.Guru
