Turbo Wins Casino - プレイヤーのアカウントは閉鎖されました。

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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Stay safe.

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

Hello Petra,

Regarding point 1): I only played slot machines.

Regarding point 2): ID card, face scan and proof of address (I have been successfully verified twice)

Regarding point 3): The last withdrawal attempt was on March 26, 2026, after which my account was blocked without further explanation.

However, I was later able to find out via external sources that Turbowins refers to the fact that my email (which functions as a spam email) is linked to another account, which in turn is not linked to Turbowins, but to Fastslots.

Hallo Petra,

zu 1.): Ich habe nur Spielautomaten gespielt

zu 2.): Ausweis, Gesichtsscan und Adressnachweis (Ich wurde zwei mal erfolgreich verifiziert)

zu 3.): Der letzte Auszahlungsversuch war am 26.03.2026, daraufhin wurde mein Konto ohne nähere Begründung gesperrt.

Im weiteren Verlauf konnte ich jedoch über externe Quellen herausfinden, dass Turbowins sich darauf bezieht, dass meine E-Mail (Welche als Spam-Email funkiert) mit einem anderen Account in Verbindung steht, welcher jedoch wiederum nicht mit Turbowins, sondern mit Fastslots in Verbindung steht.

Thank you for your reply and for providing the previous details, natalja21.

• Did you accumulate your winnings with or without an active bonus?
• Did you receive any other communication from the casino before or after your account was closed?
• Please provide any additional communication you had with the casino. This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear natalja21,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru