Turbonino Casino - Player is struggling to access the account.

Dear Isabell,

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? Why do I see two different email addresses on the forwarded screenshots?

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

Thank you very much, Isabell, 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.

Hallo

Und gibt es was neues

Hello Isabel.

Thank you very much for sharing your negative experience with the Turbonino Casino. We will now try to get in touch with them.

Ich bin gespannt vielen Dank schon mal das freut mich

Wollt mal fragen ob es schon was neues gibt

Hello Isabell.

This the response from the casino team.

Regarding the complaint from Isabell: again we could not locate the TurboNino account using the ID and both email addresses so probably what happened is neither account she tried to open worked. If there are no accounts then no funds would have been sent to us - she should check her bank statement to see if the funds were returned by her bank 

Please, could you specify your username and email adress in your casino account?

Please, could you specify your username and email adress in your casino account? Be aware, that the picture you have provided is from unfinished registration, have you finished it?

Hello Isabell.

Please, could you contact the casino support team with a copy of your bank or wallet statement/transaction history (from whichever payment method you used ) showing the amount that went out? Could you also inform us about the outcome?

Hallo erstmal danke für ihre Bemühungen. Aber wenn sie es nicht mal schaffen gross Kontakt aufzunehmen dann werde ich das auch nicht schaffen. Ich werde es probieren und melde mich senn auch nochmal.

Hello Isabell.

Please, be aware that I am in direct communication with the casino. However, their policies do not allow them to respond, so we are trying to at least help you without it. Have you forwarded them requested documents?

Habe es nach stundenlangen Versuchen angefordert aber jetz habe ich bei turbonino nicht mal mehr ein Konto bzw meine Daten werden nicht gefunden. Habe jetzt nochmal alles per Email hingeschickt. Ich soll wiedermal warten bis sich das casino per Email bei mir meldet

Hello Isabell.

Please, is there any new information?

Konto wird nicht mehr gefunden also ich habe mich wohl nicht registriert. Die wollen jetzt nochmal alles prüfen und ich soll wiedermal warten bis sich einer meldet vom casino. Langsam finde ich mich damit ab das ich dort Geld eingezahlt habe und es wohl auch nicht mehr wieder bekomme.

Hello Isabell.

I am convinced that if the casino got your money they will certainly return it. I am extending the timer by 7 days. Please, let us know if there is any new info.

Isabell, is there any new information, please?

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will consider your case got resolved.

Since the player has not responded to our last message we consider her case got resolved. We will now mark it as 'resolved' in our system. 

The player can reopen this complaint anytime.