The player from Denmark had experienced a delay in a withdrawal of 5590 NOK from Turbospins, which had been pending for over three weeks. The player had contacted the support several times, and each time was told that the payment was a high priority but that the casino was very busy. The winnings had been accumulated with an active bonus and the player had adhered to all the wagering requirements. Despite our attempts to contact Turbospins, there had been no response from their side. As the casino operated without a valid license, we had no higher authority to turn to. The complaint had been marked as 'unresolved', which may have negatively affected the casino's rating. We had advised the player to choose casinos based on their reviews and ratings in the future.
Turbospins Casino - Player’s withdrawal is delayed.
Black points: 63
Amount: 5,590 kr
Turbospins Casino
Safety Index:LowNo reaction policy, passive regulator
UNRESOLVED
Case summary
My account at turbospins has been verified, which happened quite quickly (within 24 hours). I made a withdrawal earlier on October 26th, 2023, without any issues via litecoin. Unfortunately, my recent withdrawal of 5590 NOK has been shown as pending since November 2nd, 2023, so at this point, it's been more than three weeks. Live chat support merely responded that they have nothing to do with payouts but that they would pass on my request.
I wrote to support via email and got the response that they are quite busy, but my payment is of the highest priority and will be completed as soon as possible. I emailed their support a total of 11 times in the last three weeks and was told each time that they were very busy and that they are getting through all of their many payouts. I hope you can help me resolve this issue. Aside from payment issues, it was otherwise a good casino to play at, so it's a pity that they can't complete the most important part.
Dear Btgking,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation completely.
Have you accumulated your winnings with or without an active bonus?
If there is any recent relevant correspondence between you and the casino, please forward it to my email at tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
I used a deposit bonus and made a deposit of 559 nok, the maximum cashout allowed when using a bonus is 10xdeposit. Wager has been completed 100% and they have also confirmed that the amount of 5590 nok is the correct maximum allowed cashout. I have also made sure not to exceed max bet and I have not played any slots that is not allowed during wager.
Dear Btgking,
Please forward the emails you received from the support to my email at tomas@casino.guru
I apologize for the inconvenience.
I have send you an email with screenshots of my conversation with their support through email.
Also added is a screenshot of a conversation I had with chat support where I asked about their license. I told them that casino guru has shown it is a fake license. And immediately chat support told me to be careful about sharing those claims because "we have your personal information and can take action through our legal department"
Thank you very much, Btgking, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hi Btgking,
I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your funds. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Turbospins Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify when the player's withdrawal request is to be processed and what are the obstacles.
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Btgking,
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Natalia
