Turbonino Casino - Igrač se bori za pristup svom računu.

Dear Marcel,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

We will contact the casino and ask for their cooperation, but, before we do so, could you please forward your payment receipt to petronela.k@casino.guru.

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

Best regards,

Petronela

Additional comments from the player:

"Thank you in advance for the help!

Since it is a pay and play casino, the payment was of course made via Trustly!

Exactly this fact was criticized by the casino and I was asked to send a complete account statement for the month of November!

Which of course I won't do that either!

But that already shows what this is supposed to mean!

As with my predecessor with the same problems, it is then claimed in the end that the victim did not cooperate or did not submit all "required" account information! Not all data sent!

How the attempt is made to blame the victim!

All the effort for those few euros! (10 €)

I find it really difficult to understand why the casino acts like this with all the consequences and expenses that result from it!

What's more, I normally would have let the matter go! But the cheek, the deception and the targeted attrition strategy of the email "customer service" showed me that I have to act in order to spare others this experience!

For example, all of my emails mainly revolve around the fact that only once the blocking of my Turb. Account is canceled!

And I can log in via Trustly!

Despite always sending screenshots of the problem, the answers do not go into it at all!

You could think naively if I can first log in, the money could be in my casino account!

I suspected that this is unfortunately not the case, as is clear from the casino's approach!

With best regards

Marcel R *** "

Additional comments from the player:

"Ich bedanke mich schonmal für die Hilfe!

Da es ja ein Pay und Play Casino ist erfolgte die Zahlung natürlich über Trustly!

Genau dieser Umstand wurde vom Casino bemängelt und ich habe die Aufforderung bekommen einen kompletten Kontoauszug vom Monat November zu schicken!

Was ich natürlich auch keinen Fall tun werde!

Das zeigt aber schon jetzt auf was das hinaus laufen soll!

Wie bei meinem Vorgänger mit den gleichen Problemen wird dann zum Schluss behauptet das Opfer hätte nicht mitgearbeitet oder nicht alle "erforderlich" Konto Angaben übermittelt! Nicht alle Daten geschickt!

Wie wird versucht dem opfer die Schuld zuzuschieben!

All der Aufwand für diese paar Euro! (10€)

Mir fällt es wirklich schwer zu verstehen warum das Casino so handelt mit allen Konsequenzen und Aufwänden die sich daraus ergeben!

Es Kommt noch dazu dass ich normalerweise die Sache auf sich hätte beruhen lassen! Aber die Frechheit, das Täuschen und die gezielt gefahren zermürbungs Strategie des Email "Kundenservice" haben mir gezeigt das ich handeln muss um anderen diese Erfahrungen zu ersparen!

Beispielsweise drehen sich alle meine Emails hauptsächlich darum das einfach ersteinmal nur die Sperrung meines Turb. Konto aufgehoben wird!

Und ich mich via Trustly einloggen kann!

Trotz immer mit geschickten Screenshots des Problems wird darauf in den Antworten überhaupt nicht eingegangen!

Man Könnte ja Naiv denken wenn ich mich erstmal einloggen kann könnte das Geld ja auf meinem Casino Konto vorhanden sein!

Ich vermutte das dem leider nicht so ist wie aus der Vorgehensweise des Casino deutlich wird!

Mit freundlichen Grüßen

Marcel R***"

Thank you very much, Marcel, for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Marcel.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Marcel.

The casino reaction:

The deposit was refunded on 11.11.2020 so the funds should have already returned back to the player

If the player is sure that no funds were returned to his bank account, then he can send our Support full bank statement for November and they will check it for him.

Please, could you confirm?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will consider the case got resolved.

I am closing the complaint as 'resolved'. The player can reopen it at any time.