Turbowinz Casino - Os pedidos de saque dos jogadores estão atrasados.

Good afternoon.

On October 13th, I managed to increase my casino account to 21,000 euros by playing slots.

Since then, I've been trying to withdraw the money and I was only able to withdraw 50 euros.

This withdrawal request of 50 euros was processed the same morning I made the initial request. Afterwards, I proceeded to withdraw 450 euros, as the casino has a withdrawal limit of 500 euros per day, 3000 euros per week, and 7000 euros per month.

I have tried to contact them by email and they always give me the same answer.

I would appreciate your help in receiving the money, as I am ready to withdraw the €21,000, a substantial sum. Thank you.

Buenas tardes.

El 13 de octubre, conseguí subir la cuenta del casino a 21.000 euros jugando a las slots.

Desde entonces, llevo intentando retirar el dinero y solo pude retirar 50 euros.

Está petición de retirada de 50 euros se realizó la misma mañana que hice la petición. Después me dispuse a retirar 450 euros ya que el casino tiene un limite de retirada de 500 euros al día, 3000 semanales y 7000 mensuales.

Me he dispuesto a hablar con ellos por correo y siempre me dan la misma contestación.

Me gustaría que me ayudarais para poder cobrar el dinero ya que estoy dispuesto a retirar los 21.000 euros,una cifra cuantiosa.Gracias

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please confirm whether you have successfully completed account verification? Your screenshot shows that an earlier withdrawal was cancelled because verification was required. Have you submitted all the requested documents, and has the casino confirmed their approval?
• Did you accumulate your winnings with or without an active bonus?
• Could you please clarify the total amount you are currently trying to withdraw? You entered €6,450 as the disputed amount but mentioned €21,000 in your description.
• Apart from the €450 withdrawal requested on October 13, do you have any other pending withdrawals? If so, please provide their dates and amounts.
• Has the casino given you any specific reason for the delay beyond the general response shown in your screenshot? If so, please share that communication. My email address is veronika.f@casino.guru.

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

Best regards

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Ilegor,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika