Turbospins Casino - Withdrawal of player's winnings has been delayed.

Hello. I opened a gaming account on 10.11 for Turbo Spins Casino. I also made a deposit of 100€ on that same day. Well, the money left my bank account but my gaming account showed 0€. I inquired through chat and they told me that it takes time between banks. Well, I waited for five days, inquiring daily, and finally, they added 100€+250 bonus to my gaming account. I wagered the bonus and made a withdrawal. Immediately, they needed to verify my gaming account, which is OK. However, I executed the withdrawal on 15.11 and nothing has been done. We're talking about 1080€ here. I've inquired daily and they always tell me that there's a backlog. They initially responded to my emails, but not anymore. In the chat, they just keep telling me about the backlog. And it's been 7 days since I initiated the withdrawal. 

Dear Juhassa,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi again. There has been no progress since the last time. Last Monday, November 27, I asked and was only told that there is a rush. They have no intention of processing that withdrawal.

Dear Juhassa,

Have you received your withdrawal from the casino yet?

Hi again. There has been no progress since the last time. Last Monday, November 27, I asked and was only told that there is a rush. They have no intention of processing that withdrawal. So the money still hasn't been received

Thank you for your reply, Juhassa. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Email sent.

Thank you very much, Juhassa, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, Juhassa!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you👍

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.

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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team