Turbico Casino - Player’s winnings from Free Spins have been capped.

Hi everyone,

and thank you in advance for letting me use your complaint service.

On 13/03/2021 I deposited 50 EUR with Turbico Casino and thereby triggered their 50% deposit bonus as well as 100 Free Spins (20 per day).

You only get those 100 Free Spins if you deposit 50 EUR or more, otherwise you will just receive a 50% deposit bonus.

( https://www.turbico.com/en/offers )

I lost my deposit and the deposit.

Afterwards I used 40 (2x 20) Free Spins originating from my 1st deposit. These were free spins credited on 14/03/2021 and 15/03/2021, respectively. I won 17,30 EUR from these free spins. Turn over is 45x free spins winnings.

I wagered the required amount. When wagering was complete I was on 150+ EUR balance. Then, 103 EUR got deducted from my balance, leaving it at 47,xx EUR.

I contacted Live Chat (Sofia) which was unable to help. She told me that winnings from free spins are always cut short to 50 EUR and that the free spins from the 1st deposit offer are considered "no-deposit free spins" which obviously is wrong as they can only be received by depositing 50 EUR or more.

Quote from Turbicos Terms:

"3. Maximum withdrawal limit for no-deposit free spins is 50 EURO/USD, 500 NOK, 75 CAD, 750 ZAR, 200 PLN, 75 NZD. To submit a withdrawal request, the account must be fully verified and a minimum deposit must be made."

( https://www.turbico.com/en/bonus-terms )

There are no restrictions on free spins originating from a deposit whatsoever. ONLY NO-DEPOSIT free spins are restricted to 50 EUR.

Therefore, I kindly ask Turbico Casino to reinstall my balance of 150+ EUR immediately as according to their Terms and Conditions as well as their Bonus Terms.

P.S. I am a frequent user of other N1-group casinos as well. Never had any trouble whatsoever with them.

Dear Rattekruemel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that you’ve redeemed the following bonus https://www.turbico.com/en/offers/welcome-bonus-package?

"Maximum withdrawal limit for no-deposit free spins is 50 EURO/USD, 500 NOK, 75 CAD, 750 ZAR, 200 PLN, 75 NZD. To submit a withdrawal request, the account must be fully verified and a minimum deposit must be made."

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela,

and thanks for reviewing my complaint.

The offer you are referring to is the one that I redeemed, I can confirm.

(https://www.turbico.com/en/offers/welcome-bonus-package)

According to this welcome offer, you get an extra 100 Free Spins if you deposit 50 EUR or more which I did.

I received my free spins, won from and wagered them. After hitting the wagering, the system deducted 103 EUR from my balance leaving me with 47 EUR.

In their Terms and Conditions Turbico restricts no-deposit free spins to a maximum winning of 50 EUR, which is fine and industry standard.

However, I won from deposit free spins, which are not capped due to their Terms and Conditions and still got my balance deducted.

I am currently missing out on 103,xx€.

Greetings

Thank you very much, Rattekruemel, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi everyone,

Turbico Casino has today acknowledged that the system wrongfully deducted my balance.

I have been credited with the full missing amount of 105 EUR in cash. As a compensation I also received a 15 EUR bonus. (thanks Glenn!)

I am very happy that Turbico solved this matter as professionell and swift as any other casino from the N1-group.

Thanks @casino.guru and @turbico.

Have a nice weekend.

Therefore this complaint is fully resolved.

Thanks everyone involved, have a good one! 🙂

Hello Rattekruemel!

Thank you for letting us know.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.