The player from Germany is experiencing difficulties accessing and verifying his account where the funds have been deposited already.
Turbonino Casino - Player’s struggling to access his account.
Amount: €10
Turbonino Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.1
Turbonino Casino has a Safety Index of 8.1, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
Public
Public
3 years ago
Dear Marcel,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.
We will contact the casino and ask for their cooperation, but, before we do so, could you please forward your payment receipt to petronela.k@casino.guru.
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
Public
Public
3 years ago
Translation
Additional comments from the player:
"Thank you in advance for the help!
Since it is a pay and play casino, the payment was of course made via Trustly!
Exactly this fact was criticized by the casino and I was asked to send a complete account statement for the month of November!
Which of course I won't do that either!
But that already shows what this is supposed to mean!
As with my predecessor with the same problems, it is then claimed in the end that the victim did not cooperate or did not submit all "required" account information! Not all data sent!
How the attempt is made to blame the victim!
All the effort for those few euros! (10 €)
I find it really difficult to understand why the casino acts like this with all the consequences and expenses that result from it!
What's more, I normally would have let the matter go! But the cheek, the deception and the targeted attrition strategy of the email "customer service" showed me that I have to act in order to spare others this experience!
For example, all of my emails mainly revolve around the fact that only once the blocking of my Turb. Account is canceled!
And I can log in via Trustly!
Despite always sending screenshots of the problem, the answers do not go into it at all!
You could think naively if I can first log in, the money could be in my casino account!
I suspected that this is unfortunately not the case, as is clear from the casino's approach!
With best regards
Marcel R *** "
Automatic translation:
Public
Public
3 years ago
Thank you very much, Marcel, for providing all the necessary information via email. 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.
Public
Public
3 years ago
Hello Marcel.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
Public
Public
3 years ago
Hello Marcel.
The casino reaction:
The deposit was refunded on 11.11.2020 so the funds should have already returned back to the player
If the player is sure that no funds were returned to his bank account, then he can send our Support full bank statement for November and they will check it for him.
Please, could you confirm?
