Turbonino Casino - Účet hráče byl zablokován a výhry zabaveny.

Created an account with Turbonino, no questions asked. Was allowed to deposit £400, again no questions asked.

Went to withdraw £625 and I was told that I had an account that was self-excluded under their licence with a different casino. Therefore, they would refund my deposit but would not pay the £225 I had won fairly.

They allowed me to create an account with the same email address that is apparently excluded, they allowed me to deposit £400 without performing any checks. Now they will not pay me my winnings.

I understand that I shouldn’t be allowed to play with them if I am excluded under their licence, but they allowed this and allowed the deposits. Would they have refunded me if I had lost my deposits initially? They are at fault for allowing me to register, and now won’t pay me out.

Their other casinos have had enough money from me over the past 5 years, they won’t accept fault and I believe it’s unfair that they won’t pay out winnings after accepting the deposits.

Dear Jake,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked list of SkillOnNet Ltd (casino owner) brands, and this is what I https://www.skillonnet.com/partners/clients/:

Could you please advise if you have closed any accounts, or requested a self-exclusion in the past from any of those, abovementioned casinos? If yes, could you please forward any relevant communication 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

Hello, I had accounts with a number of those sites including PlayOjo, Metal Casino and Ahti Games, however when signing up I didn’t know they were under the same licence.

Thank you very much, Jake, for your reply. I have checked Turbonino Casino Responsible Gaming section, and this is what I found https://turbonino.com/responsible-gaming/:

"Cooling-Off, Temporary Suspension and Self-Exclusion

If you need to take a break from playing, and don’t trust yourself to stay away, then use our Player Limitation options which can be found on the Player Limitation page of ‘My Account’.

There are a range Player Limitations you can choose from:

You can choose Cooling-Off, which you can choose from the following time frames, 24 hours, 48 hours or 7 days.

You can choose Temporary Suspension, which you can choose from the following time frames, 30 days, 60 days or 90 days.

You can choose Self-Exclusion, which gives you a period of 180 days, which you can increase by contacting support after you make the self-exclusion.

During any Self-Exclusion you will not be able to gamble or deposit, nor will you receive any marketing material (it can take up to 24 hours to remove you from all marketing databases).

Please note that any Self-Exclusion set will also apply to any other account you have on our license."

Since the casino operates under UKGC license, could you please advise if you have self-excluded from those casinos individually, or you have signed-up with the Gamstop? Additionally, ould you please confirm that you have created an account with Turbonino Casino with the same email address and personal information as the previous accounts? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. Thank you in advance.

Hi there,

I have excluded from a couple of their casinos manually and am not signed up with Gamstop. I did not know that Turbonino was part of their License until my account was blocked and they informed me. If I would have known, I would not have signed up.

Yes, I have used the same details that I will have used to sign up to the self-excluded websites within their licence.

Thanks.

Thank you very much, Jake, for providing all the necessary information. 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 Jake.

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

Dear Jake.

Our discussion with the casino has finished.

The casino has behaved according to their rules and returning deposits is the only valid option. However, you should not be allowed to register and play since if you would lose you would not get any refund (no check during withdrawal). We believe there is a gap in the system and the casino should do the check when you registered and not during the withdrawal.

Therefore, we have decided to close this case as 'unresolved' with lower black points amount.

Best regards, Jozef

Casino.Guru