Turbico Casino - Player’s winnings from promotional play have been voided.

I have won 6700 EUROS and Turbico mailed me after approving my account that I have violate the rules, because I played with more then 5 EURO. The Gold Wolf machine allowed me. After 9 hours playing I decided to cash out, they mailed me that all my winnings have been confiscated. So they left me with nothing. Please help!!!

Dear Caner2021,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the General Bonus T&Cs (https://www.turbico.com/en/bonus-terms) and I found this:

"The maximum bet with an active bonus is 5 EUR, 5 USD, 50 NOK, 7.5 CAD, 75 ZAR, 20 PLN, 7.5 NZD. Larger bets may lead to confiscation of the bonus assets, free spins and possible winnings made with bonus money."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you are sure you didn’t breach this rule, please forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Hi,

They are telling me that I have violate the rules, but I dont think so because my bonus was waggered. They are still telling me that my bonus wasn't waggered, but there was a software problem.

If it was a software problem, why do I have to suffer. I played all night and if I lost they wold not give my money back.

Regards,

Caner H***

Caner2021, if you are sure you didn't break the rule, please forward me your game history together with all the relevant communication between you and the casino to kristina.s@casino.guru.

Hi Kristina,

I can't attach documents, can yoiu send me an email adres where I can send it?

Regards,

Caner H***

My email address is mentioned in both of my previous replies. Please, send the game history there.

Caner2021, thank you very much for your email. After reviewing your game history we see that you breached the maximum allowed bet multiple times and unfortunately, we cannot help in this case. We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I can do to support your case at this time and we are forced to reject this complaint. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Thank you for your understanding.