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I earned some credit eight days ago and wanted to withdraw it accordingly. When I woke up the next morning to check the status of my withdrawal, I received a message that my account had been closed for "internal reasons." Live chat couldn't provide any information on this and told me to contact support via email. After a day, I received an email from support stating that the withdrawal had been approved and that they needed to verify my account AGAIN to refund the remaining balance. No sooner said than done. After three days, I finally received an email stating that all documents were complete and the withdrawal had been forwarded to another team. When I asked how much the withdrawal was, I received the answer that it was €5,303.84, which doesn't make sense, since the initial email told me that the first withdrawal of €4,000 had already been approved. For the past six days, I've been receiving an automated email every two days stating that the withdrawal is being processed. Live chat continues to block me, and email support only gives empty, standard replies.

Ich habe vor 8 Tagen mir ein Guthaben erspielt und wollte es dementsprechend auszahlen lassen. Als ich am nächsten morgen aufgewacht bin, um den Status meiner Auszahlung nachzuschauen bekam ich die Meldung, dass mein Konto aus "internen Gründen" geschlossen wurde. Der LiveChat hat mir hierzu keine Angaben geben können und ich soll mich per Mail an den Support wenden. Nach einem Tag kam die Mail von dem Support, dass die Auszahlung genehmigt worden sei und sie für die Erstattung des Restguthabens mein Konto ERNEUT verifizieren müssen. Gesagt getan. Nach 3 Tagen kam die Mail dann endgültig, dass alle Dokumente vollständig sein und die Auszahlung an ein weiteres Team weitergegeben wurde. Auf Nachfrage wie hoch die Auszahlung sei bekam ich die Antwort, dass diese 5303,84 beträgt, was keinen Sinn ergibt, da in der Anfangsmail mir gesagt wurde, dass die erste Auszahlung i.H.v. 4000€ bereits genehmigt worden sei. Seit 6 Tagen bekomm ich alle 2 Tage eine automatisierte Mail, worin steht, dass die Auszahlung in Bearbeitung ist. Der LiveChat blockt weiterhin ab und der Mail-Support gibt nur inhaltlich leere Standard Antworten.

Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Good day,

Unfortunately, this is not a standard withdrawal, but is referred to by the casino as a refund. I was initially confirmed that €4,000 would be paid out and the remaining €1,303 would be considered a refund. Later, the casino canceled the €4,000 and added it to the remaining balance, classifying it as a refund. I submitted the required documents for verification 10 days ago. I've been waiting 14 days since my first withdrawal request, but I haven't received a response yet. I've only received standardized responses from the casino stating that the case has been forwarded to another department. However, there have been no updates for 14 days, and I haven't been given any reason as to why the process isn't being processed or why it's taking so long.

Guten Tag,

Leider handelt es sich hierbei um keine übliche Auszahlung, sondern wird seitens Casino als Refund bezeichnet. Mir wurde zuerst bestätigt, dass 4.000€ ausgezahlt werden und die restlichen 1.303€ als Refund betrachtet werden. Im späteren Verlauf, wurden die 4.000€ seitens Casino storniert und zu dem Rest beigefügt und als Refund bewertet. Die benötigten Unterlagen für die Überprüfung habe ich auch bereits vor 10 Tagen eingereicht. Ich warte nun 14 Tage seit meinem ersten Auszahlungsantrag, allerdings habe ich bisher keine Antwort erhalten. Ich erhalte nur standardisierte Antworten vom Casino, dass der Fall an eine andere Abteilung weitergeleitet worden ist aber seit 14 Tagen gibt es keine Updates dazu und mir wurde kein Grund gesagt, wieso der Prozess nicht bearbeitet wird oder wieso es so lange dauert.

Unfortunately, I still have not received any payment and every query only receives an automated reply via email (see attachment).

Habe leider bisher immernoch keine Zahlung erhalten und auf jede Rückfrage kommt nur eine automatisierte Antwort per Mail (siehe Anhang)

Thanks for the clarification.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

You wrote:

 After three days, I finally received an email stating that all documents were complete and the withdrawal had been forwarded to another team. When I asked how much the withdrawal was, I received the answer that it was €5,303.84

• Could you also please share this or any other subsequent communication you refer to? Send it to my email tomas@casino.guru or post it here.

Thank you very much in advance for your reply.

Best regards,

Tomas

Good day,

The games that were played were 95% online blackjack and online roulette, with winnings not being made with bonus funds but with deposits.

I have forwarded screenshots confirming my statement to the email address below from Tomas.

kind regards

Guten Tag,

die Spiele, die gespielt wurden waren zu 95% Online Blackjack und Online Roulette, wobei der Gewinn nicht mit Bonusguthaben, sondern mit Einzahlungen.

Screenshots, welche meine Aussage bestätigen habe ich an die unten genannte Mail von Tomas weitergeleitet.

kind regards

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello jasonde3ul0,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

Just so you know, almost every online casino is basically a private company, and they are in full right to decide at basically any time which customers they don't want to provide their services to. Rules with such meaning can be found in almost all online casino terms and conditions. We consider this an industry standard, and as long as all financial obligations are fulfilled, it is solely at the casino management's decision to close any player account.

I will still reach out to the Turbo Wins Casino team to enquire about the refund disbursement.

We would like to invite Turbo Wins Casino to join the conversation.

Dear Turbo Wins Casino,

Could you please provide clarification regarding the delay in disbursing the player funds from your end, as quite a significant amount of time has already elapsed? When might the player expect the funds to be credited to their account?

Should there be any other factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear jasonde3ul0,

I have received notification from the casino team that the amount of €5303 was disbursed to you on the 25th of September. Could you please confirm whether you have received it?

Dear jasonde3ul0,

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.

Dear jasonde3ul0,

It appears that you may have received the funds, as we would likely have heard from you otherwise. However, since we have not received any responses to our messages, inquiries, or reminders, we are unable to continue the investigation or provide further assistance at this time. Consequently, we will proceed to close this complaint for now.

Please note that you are welcome to reopen this complaint at any time should you wish to resume communication. We remain available and ready to assist if you decide to pursue the matter further.

Thank you for your understanding.

Best regards,

Michal

Casino Guru