HomeComplaintsTurbonino Casino - Player is struggling to log in to his account.

Turbonino Casino - Player is struggling to log in to his account.

Amount: €40

Turbonino Casino
Safety Index:High
Submitted: 07 Nov 2020 | Case closed : 01 Dec 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Germany is experiencing difficulties accessing his account.

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4 years ago
Translation

Hello,

I have on November 4th Made a trustly deposit of € 40 in this casino.

Immediately after the deposit, I wanted to log in via trustly.

I received a dialog asking me to enter my details for the complete registration. That didn't work and I was advised that I should contact support.

Live chat does not work because you have to be registered for it.

So I already wrote 3 emails to which I didn't even get a response.

I would like my money back

Automatic translation:
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4 years ago

Dear Patrick,

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? Is the website itself accessible? Is there any notification or a message when you try to log in? What exactly does it say, 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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4 years ago
Translation

Hello Petronela,


excuse the late reply. In the meantime, I had contact with support several times. Unfortunately, I have the feeling that the gentlemen are not interested in my problem, I am completely ignored again.


So, the website itself is accessible.

I will explain the problem in more detail and attach screenshots.


I clicked on deposit on the website as normal. WITHOUT logging in! This is common practice with pay and play casinos.

I have successfully deposited € 40.


Then I was redirected to the start page and clicked on continue playing. Then I had to log into my bank account. After registering, I should fill out a registration form with email, user and so on. Exactly this step was not possible. I only got the message that I should report to support. See the screenshot file


"Contact support" appeared at the top every time I clicked on confirm. So I was never able to complete the registration.


Meanwhile, I only get this message as soon as I want to log in with my bank account: file


Automatic translation:
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4 years ago

Thank you very much, Patrick, 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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4 years ago

Hello Patrick.


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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4 years ago

Hello Patrick.


This is the response we got from the casino.


For the first complaint (Patrick) we could not locate his casino account with the ID or the email address. As we mentioned before though if he was debited with 40EUR as he claims, it should have been refunded to his account no later than on the 6th Nov. If the funds didn't return to his account, we will need him to provide us with a copy of his statement so we can look into it. We apologize for the inconvenience, he should try to register again and once he successfully manages to register, to send our customer support a message and we will drop an extra 50FS into his account for the trouble and inconvenience he experienced.


Please, could you provide us or directly the casino with the requested documents?

Could you also specify your username or registration email in the casino?

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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 reject your complaint.

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3 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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