Due to unfair terms and conditions, my entire winnings were cancelled

Hello everyone,

I currently have an open complaint and am still waiting for a response....

I'd still like to see if anyone else has had similar experiences. I'm really desperate and looking for a solution. Every attempt to find a solution with the casino has only been met with a standard response.

Is there any way to get the canceled credit back?

This is my problem:

Over the course of a few days, I made a total of 22 deposits at Turbo Wins totaling €1,421.70.

With a lot of luck, I reached an account balance of €18,000.

The account has been successfully verified.

I have requested two withdrawals of €4,000 each.

After 1 day the account was blocked and I received a message that the deposits were not permitted.

Third-party / joint account.

(not permitted according to terms and conditions)

I had to submit additional documents and photos (including those of my spouse who is on the joint account).

Today I received an email saying that my account has been reactivated.

I can log in again.

The balance is 0€.

All payouts were also canceled.

When I asked directly, the only answer I received was that everything had been canceled due to an invalid deposit.

I also have no claim to my payout, nor to the deposit that is prohibited according to the terms and conditions.

Hello,

It sounds like a very nasty situation you found yourself in, and lodging the complaint right away was indeed a very wise step!

Just in case other would like to see details, I'm adding the complaints link here. 👈

I don't fully understand the response you described at the end of your post, but it sounds important. If you don't mind, could you post a few screenshots, if you have any? Just to help me understand what the casino believes to be the problem.

One way or another, once the complaint progresses further, the mediator will do his best to get in touch with someone from the casino. As far as I can guess, it will be necessary. Looks weird...

The balance of €18,000 was completely canceled because I had deposited it from a joint account.

Unfortunately, I didn’t know that before,

I don't think these terms and conditions are fair.

Hello, I'm so sorry to hear it.

I'd say that ownership and whether another person may use the account the same way play a significant role. However, some casinos strictly mention in their rules that "all deposits must be made using a payment method registered in the player’s own name." May I know what kind of joint account we are talking about? What do the terms say, please?

In other words:

Did you provide a bank statement showing your name clearly listed as a co-owner of the account?

And in the casino’s Terms and Conditions, was it stated explicitly that only sole-owner accounts are accepted, or was it phrased more generally as ‘the payment method must be in your name’?

In any case, make sure to update the complaint, please. It, in my opinion, needs a deeper look.

Hello,

It is a standard salary account that my wife and I use daily.

Both names are listed on the bank statement.

These are the casino’s terms and conditions:

6.8 You may not use any payment method owned or registered to a third party to deposit funds into your account. This includes, but is not limited to, family members (including spouses, children, parents, and other close relatives), joint accounts, and corporate or business accounts. Any deposits made in violation of this provision will be considered invalid, and any resulting winnings will be deemed null and void and forfeited.

Hello, thank you very much for both.

I fear the terms are quite strict when it comes to joint account usage. I wish we could have seen that before you used this joint account for deposits.

In any case, Katarina will review that, and the outcome will depend on mediation, I guess.

We shall see whether there is a way to change the casino's perspective.

Hello!

I'm sorry to hear about your situation

that's why I don't play in shady casinos....