The player from Spain had been trying to withdraw €1500 for over a month but faced ongoing verification issues with his bank details due to a typo in his debit card registration. Despite providing multiple documents and statements from his banks, the casino kept rejecting his submissions and suspended his account, leaving him unable to access his winnings. The issue was resolved after the casino approved his bank statements and lifted the suspension on his account, although withdrawal restrictions remained temporarily. The player confirmed the resolution, and the complaint was marked as resolved.
Turbowinz Casino - Player’s withdrawal is delayed due to account suspension.
Resolved
Our verdict
Case closed
Amount: €1,500
Turbowinz Casino
Safety Index:Above averageCase summary
Discussion
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2 months ago
Translation
It all started with a mistake I made when registering my debit card. It had a typo; instead of Antonio, it said ANTONZO. I didn't notice and continued making card payments. When I won €1500 and went to withdraw, I had to verify the account, but it kept giving me errors when I entered my ID. They told me the ID details didn't match the bank card details. So I went to the bank to ask if there really was a typo. They processed the error, confirming and accepting the card error, and the casino accepted it.
It was difficult, but in the end they accepted that the Banco Sabadell report confirmed the fault was with the card and the typographical error.
Up to this point, I see it as normal, because it might seem like identity theft, okay, I accept it.
So, since all the details of the debit card contract matched, it was a card I had actually cancelled for other reasons. It was damaged from breakage. (My son destroyed it.)
They accepted it, then I had problems getting it accepted. The identity system rejected me several times, but finally it accepted it.
I sent my passport, ID card, and birth certificate. I also need to provide a DNA sample. But they verified it.
The problem is that they keep rejecting my bank details because they require three months of transactions and that all payments made to the casino be reflected. I send everything in original PDFs from the Sabadell bank manager to my email address, and I then contact Turbowinz Casino.
They tell me they are manipulated or falsified, then I send the statements showing the casino payments and they reject them. It is true that two payments were missing that had been made with ING, all had been made with Sabadell. I have sent the bank statement in PDF from ING bank reflecting the first two payments. I've sent more than 50 emails to Banco Sabadell and ING bank statements, and nothing. They keep saying yes, yes, they're going to verify it, but they keep rejecting me. I've spoken to them via live chat, and they say yes, it's been sent, it's registered, and it's in the corresponding department. They've suspended my account; I can't access my money, I can't deposit or withdraw. I've had to go to the bank more than four times to request the statements, which they claim are supposedly manipulated and fake. I've lost more than five days of work in the morning to get to the bank, and I'm still waiting for them to verify my account. I've sent more than 50 emails, and they reply very politely, saying yes, that it's being verified, that I should be patient, and thank you very much, and all that, but I've been waiting for over a month for a thousand euros that I haven't received.
This has never happened to me at any online casino.
It's true that I had the card error, but if you've accepted the report and the explanation of a typographical error on the card, you should activate my account. My website is still suspended and I can't access my money. In short
For over a month, I've been trying to verify my identity, my bank card, and my bank statements, which are constantly being rejected. I have downloaded the live chat conversations where staff assured me that my account would be unlocked the next day and that they would accept my documents, but nothing has happened. I don't need anything. I have another email saying that the documents have been uploaded to the relevant department and that they are still working on resolving all the emails and chats. I understand, and it's very professional, that for security reasons they do this: block the account and request so many documents. I've been calling every day for over a month to withdraw money that I need; it's mine. I even started to think it was a scam, or that the website was hijacking me, or that I'd been scammed, but no, this matches all the internet parameters of this original account. Thank you for allowing me to make this complaint public.
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2 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.
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2 months ago
Dear Antonio88,
Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.
Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.
To help us investigate and expedite the process, could you please provide the following details:
- Do I understand correctly that verifying your bank account seems to be the only issue?
- Has the casino approved the rest of your documents?
- Might your account have been closed as a result of an unsuccessful verification process?
We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.
Best regards,
Kristina
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2 months ago
TranslationYes, currently the only problem I have is with the bank statement. I made the first two payments with my ING card in October, and I've attached the statements. The payment dates are October 30, 2025. There are only two payments that day with ING, and the following 15, if I remember correctly, were made with Banco Sabadell. I've sent both the ING and Sabadell statements for verification; everything else is correct. It's been a long time since this all started, and the account status is suspended.
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2 months ago
TranslationYes, currently the only problem I have is with the bank statement. I made the first two payments with my ING card in October, and I've attached the statements. The payment dates are October 30, 2025. There are only two payments that day with ING, and the following 15, if I remember correctly, were made with Banco Sabadell. I've sent both the ING and Sabadell statements for verification; everything else is correct. It's been a long time since this all started, and the account status is suspended.
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2 months ago
TranslationAbout an hour ago, they checked the bank statements I sent, and they've been approved. The account is no longer suspended, but I can't make any withdrawals. It only lets me play or deposit. I suppose it will take 24 hours to update, or I don't know, but well, this looks promising.
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2 months ago
TranslationI'm going to elaborate because this is unbelievable. It turns out that today they activated my account and I can play with my frozen funds. I can deposit, but I can't withdraw them. Today, after just a couple of bets, I went from €1,500 to €10,000. I've been very lucky and multiplied my winnings, but now they're asking me for the payment statements I made with Google Play, which I only sent two months ago. And to top it off, I've already provided proof. I've attached a screenshot. My bank statements are approved, and they're saying no. This is ridiculous. I don't know if they don't read them, don't open them, don't look at them, but they're using my name, surname, ID number, bank account, and debit card details. They've provided all the transactions, all the payments, the payment dates, the amounts—everything—and they're rejecting it. I'm not going to lose the €10,000 that would cover my expenses for the whole year; it's my money. More than a month of waiting is absurd.
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Antonio88,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
