The player from Germany is experiencing difficulties accessing and verifying the account.
Turbonino Casino - Player is struggling to access the account.
Amount: €20
Turbonino Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Since it is a pay n play casino, the account is created with the first deposit via Trustly and then asked to provide various information, e-mail, phone number, etc.
The deposit went smoothly.
When I wanted to provide all of the information, the casino accepted, but not so I tried to provide a different email address.
That too was unsuccessful.
It was written "contact support".
You can only open the live chat if you are logged in and I never got that far.
So I went via e-mail contact, from which, after two days, I "already" received an answer.
In a nutshell, the email contained the following statement: Well! Double account
So I described my request again. What do I watch out for! Again after 2 days I received an answer that I should provide more information.
I gave the attempted email addresses and have been waiting again for 24 hours.
Impossible this casino !!!
Automatic translation:
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3 years ago
Dear Zoeyschka,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Did I understand correctly that you can’t log into your account to verify it and play? Is the website itself accessible? Is there any notification or a message when you try to log in? What exactly it says when you try to enter your username? Do you type your email address or username to enter your account?
I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
The mask of the website can be opened without any problems.
The login works by logging into the bank account via Trustly.
After I entered my bank details, a popup appeared that kept asking me to enter a username, email address and phone number.
If I did that, the email and username were already taken. Because I had already sent the data.
Since I've been in sporadic contact with support, only the following message appears after trying to log in via Trustly
So the first deposit has been made, the transactions also went from the bank account.
But I can't access the money, the account or the games.
And the support needs 48 hours for an answer, because you can only access the live chat if you are logged in.
Automatic translation:
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3 years ago
Thank you very much, Zoeyschka, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.
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3 years ago
Hello Zoeychka.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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3 years ago
Hello Zoeychka.
This is a reaction from the casino.
We apologize but there was some kind of glitch on her account . So we have removed all of the restrictions that were incorrectly applied on her account on the 6th. If she tries again, she will manage to successfully login to the client.
Please note that under the MGA license, the rules are we now have to get basic information on the player ( eg email address) even though it’s a PanPlay service with Bank ID being used to deposit .
Is your issue resolved, now?
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3 years ago
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will consider the case got resolved.
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3 years ago
Translation
The following picture appears on 2 different web browsers ...
As soon as I can, I like to try again using the casino software, with a username and Pw. And then get back to you immediately.
I am not able to login to the website via trustly. However, I will still receive newsletters and information on every free spins I have lost on 2 email addresses
Automatic translation:
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3 years ago
Hello Zoeyschka.
Hope you are well, we have been in direct communication with the casino.
The casino statement:
"We have checked it three times and there are no restriction on his account that should prevent him from logging-in."
Can the player please tell us when was the last time he tried (desktop or mobile) and also please ask him to try again and to do a video capture of the entire process and send it to us please."
Please, could you do it?
