Turbo Wins Casino - A conta do jogador foi encerrada.

Hello dear Casinoguru team,

I recently deposited money at Turbowins. First, €50 with a bonus, which I lost, and then again with real money, with which I won €2160. Since I play with crypto, I wanted to withdraw €50 as a test to see if everything was working correctly, but I had to verify my account. After verifying my account and then trying to withdraw, I received an email stating that I needed to verify it again via an external link. After doing this, I was told I could then make a withdrawal. However, after I made another €50 deposit, my account was deleted a day later. Despite repeated inquiries, I was not given a specific reason for the account deletion, but was only referred to the general terms and conditions.

I hope you can help me.

Hallo liebes Casinoguru-Team,

ich habe letztens bei Turbowins eingezahlt. Einmal 50 Euro mit Bonus, welchen ich verloren habe und danach nochmal echtes Geld mit welchem ich 2160 Euro gewonnen habe. Nachdem ich schonmal, weil ich mit Krypto spiele testweise 50 Euro auszahlen wollte, sodass ich sehe ob alles passt, musste ich mich verifizieren. Nachdem ich mich verifiziert hatte und dann auszahlen wollte, bekam ich eine E-Mail wobei mir gesagt wurde ich müsse mich nochmals über einen externen Link verifizieren. Nachdem ich auch dies getan habe wurde mir gesagt, dass ich nun eine Auszahlung vornehmen könne. Nachdem ich dann erneut eine 50 Euro Einzahlung vorgenommen habe, wurde ein Tag später mein Account gelöscht. Nach mehrmaliger Nachfrage wurde mir kein expliziter Grund über die Kontolöschung mitgeteilt, sondern nur im allgemeinen auf die allgemeinen Geschäftsbedinungen verwiesen.

Ich hoffe Sie können mir weiterhelfen.

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Dear natalja21,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you have experienced.

To better understand your situation and assist you as efficiently as possible, I would like to ask you a few questions:

• Could you please specify which types of games you primarily played (e.g., slots, live casino, sports betting, etc.)?
• Could you clarify which verification documents you have already submitted and when they were provided?
• Can you provide the date of your last deposit and your most recent withdrawal attempt?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petra