The player from Austria had requested a withdrawal less than two weeks prior to submitting her complaint. Her money hadn't been received at that point. The issue had arisen when the casino requested her to switch the withdrawal method from Visa to a bank transfer. The player complied, but the casino returned the withdrawal amount to her player account, deducting a 50 EUR fee, without any notification. After the player insisted on a Visa transaction, the casino complied and eventually processed the payment. The player confirmed receipt of her winnings, resolving the issue.
Turbico Casino - Player believes that their withdrawal has been delayed.
Amount: €255
Turbico Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
On 11.10.23, I requested a withdrawal of 225 EUR. The withdrawal amount was shown as 224 - alright, fair enough. I made my deposit using Visa and also requested the withdrawal by the same method. However, I was then asked to reapply for withdrawal via bank transfer. I complied and did that. Today, to my surprise, I found that an amount of 174 EUR has been quietly refunded back to my account without any explanation. I played a little more after that and now the total amount for withdrawal sits at EUR 255.00. I have again applied for it through Visa. If the full amount is not transferred again, I would like the contact information of the regulatory authority where I can file a complaint. This is beyond unprofessional!
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1 year ago
Dear Diader66,
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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
Please read what it says carefully! The point is that you asked me to request a payout to my account instead of Visa!!!! I followed that too. They then simply transferred the amount to be paid out minus 50 (!!!!!) EUR back to my player account without saying a word. Do you think this is serious???Don't give me excuses like that. You also guarantee a payout within 24 hours.
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1 year ago
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This is not about late payment. Read exactly what I wrote and give your specific opinion!!!
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1 year ago
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We have the same situation for the second time. I request a withdrawal via Visa - as well as deposited, then I receive a request to request a bank transfer. The last time I did it - you transferred the amount minus 50 EUR back to my gaming account without a word!
Now you are asking me again to pay out via bank transfer.
They are a fraudulent casino.
Transfer via Visa or I will inform the supervisory authority!!!!!!!
Best regards
C.K
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1 year ago
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After repeated repetition - request via visa - request to request via bank transfer has now been paid out according to the email information. I'm curious if it worked.
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1 year ago
Thank you for your reply, Diader66. Do I understand correctly that you received the withdrawal?
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1 year ago
Dear Diader66,
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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1 year ago
Dear Diader66,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
