Turbo Wins Casino— player complaints: 5 in English

Reason: Self-exclusion I am filing this complaint against TurboWins (operated by Igloo Ventures SRL) regarding the mishandling of my self-exclusion request and the losses that followed.On 10 June 2026, I sent a clear self-exclusion request by email. In the email, I explicitly stated that I wanted to stay away from gambling / stop playing. TurboWins did not implement the restriction immediately. Approximately one week later, they themselves decided to apply a one-month self-exclusion and confirmed this by email. They don’t have a 1-month minimum is 6months. According to their own Responsible Gambling and Self-Exclusion policy, such requests should be handled promptly (within 24 hours). In my case, there was a clear delay of around 7 days.On the day the 1-month self-exclusion period expired, the VIP manager contacted me and applied a bonus to my account, stating ”dropped something in your account.” The account was made fully available again. I then deposited and played, resulting in a net gambling loss of approximately €1,966 from 20 July 2026 to 26 July..This was not an isolated incident. I had previously self-excluded from SlotMonster and later from SlotMaster (related brands under the same operator group). After each self-exclusion, I received marketing and bonus offers from the next brand (SlotMonster → SlotMaster → TurboWins).I have already submitted a formal complaint with full supporting evidence to the TurboWins Complaints team (around 28 July 2026). They acknowledged receipt but have not provided a substantive resolution.I am requesting full reimbursement of the net losses (€1,966) incurred after the delayed and poorly handled self-exclusion, followed by VIP contact and bonus reactivation of the account.Supporting evidence includes:• My original self-exclusion email (where I clearly asked to stay away from gambling)• TurboWins’ delayed confirmation of a one-month self-exclusion• VIP manager communication and bonus record• Full transaction history and net loss calculation• TurboWins Responsible Gambling / Self-Exclusion policy• Evidence of cross-brand re-engagement after previous self-exclusionsI can provide all documents and screenshots upon request. --- Ответы в треде --- AskGamblers • Support Team 3 days ago Dear @Farre81,Kindly note that, since you used the international domain of our website to submit your complaint, you are expected to use English only in your further complaint-related communication.Thank you in advance for your cooperation. Farre81 • Spain • 1 reviews 4 days ago Jag har nu begärt uttag av dessa 1966€. Kommer självklart uppdatera när jag fått uttaget godkänt och överfört till mitt konto. AskGamblers • Support Team 4 days ago Dear @Farre81,The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.Thanks in advance for your cooperation. Turbo Wins Casino • Representative 4 days ago Hi there, We would like to confirm that the player's account has been credited with a balance of EUR 1,966. Once the withdrawal is approved, the account will be permanently closed, in line with the player's request. Kind regards, TurboWins Casino Team

= 0 }).length === 0) { var date = new Date(); date.setTime(date.getTime()+(7*24*60*60*1000)); document.cookie = "restCSSIsCached=true; expires=" + date.toGMTString() + "; path=/"; } } LUX=function(){var n=Math.floor;function t(){return Date.now?Date.now():+new Date}var r,a=t(),e=window.performance||{},i=e.timing||{navigationStart:(null===(r=window.LUX)||void 0===r?void 0:r.ns)||a};function o(){return e.now?n(e.now()):t()-i.navigationStart}(LUX=window.LUX||{}).ac=[],LUX.addData=function(n,t){return LUX.cmd(["addData",n,t])},LUX.cmd=function(n){return LUX.ac.push(n)},LUX.getDebug=function(){return[[a,0,[]]]},LUX.init=function(n){return LUX.cmd(["init",n||o()])},LUX.mark=function(){for(var n=[],t=0;t

The player from the Netherlands encountered issues withdrawing his winnings from Turbowins after his account got locked, despite being fully verified. He struggled to contact customer support, as he could not log in, and his emails went unanswered. We asked for more details about his games, bonus use, and casino communication, but the player later marked the complaint as resolved. As a result, we closed the case as resolved based on his confirmation.

The player from Japan had deposited 1,190€ at Turbo Wins Casino and had won approximately 17,000€. After successfully withdrawing 4,500€, his second withdrawal request for another 4,500€ was denied, with the funds confiscated and his account closed. The complaint was escalated to a dedicated resolver who attempted to obtain a response and evidence from the casino, but the casino did not cooperate fully and ultimately upheld their decision. As a result, the complaint was marked as unresolved, negatively impacting the casino’s rating. The player was advised to contact the Anjouan Gaming Authority to pursue the matter further. This complaint has been later reopened on the casino's request, however further conversation yielded the same result, and the casino has stopped responding once more. The complaint has been closed once again as unresolved.

The player from Sweden filed a formal complaint against TurboWins for the unjustified confiscation of €1,816,535 in winnings following a series of approved withdrawals. Despite having successfully completed KYC verification and received payments, the casino closed his account without citing specific terms violated. He sought a thorough investigation and the return of his winnings. The complaint was marked as unresolved due to TurboWins Casino's lack of response and cooperation in the dispute resolution process. The player was advised to escalate the matter to the Anjouan Gaming Authority for potential further action.