Turbo Wins Casino - Pelaajan voitot on takavarikoitu.

hi

I was registred at this casino on 31 December.

made deposit about 2000 or 2500 euro. Got 200% welcome bonus

after big gambling I had good balance.

But to withdraw I just made 4000 euro

Casino asked me to pass verification with sumsub link. Where I upload liveselfie, photo of my document and then proof of address (bank statement).

After few days casino again asked me to make one more verification, with veriff.me link. I also did it.

Then yesterday I received email that I broke some rules, and 4000 euro are confiscated.

Casino just said that I made some Fraud, I asked to explain, but do not received answer.

I ask you for help.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Turbo Wins Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Which payment method have you used to deposit in the casino?

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi, used cryptowallet to make deposit.

Yes , I received welcome bonus 200%.

Dear DarkoC,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear DarkoC,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Turbo Wins Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s winnings have been confiscated?

Thank you in advance for providing the information.

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 DarkoC,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/file-a-complaint) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

We have reopened this complaint at the request of Turbo Wins Casino.

Dear DarkoC,

After carefully reviewing the information provided, we regret to inform you that we are obliged to reject your complaint. The casino has submitted sufficient evidence indicating a breach of their Terms and Conditions, specifically related to a KYC violation.

As a result, we are unfortunately unable to assist you further in this matter.

I understand that this is not the outcome you were hoping for. If you believe your case warrants further review, you are welcome to contact the relevant licensing authority.

Thank you for your understanding.