TurboSven Casino - Счет игрока был закрыт после частичного вывода средств.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hello Attila,

Thank you for your response.

To answer your questions:

I played Blackjack and sports betting (long-term/sports bets).

I did not pass the KYC verification, because my electricity bill was not accepted as proof of address.

All of my winnings were obtained using real money deposits.

I did not use or claim any bonus of any kind. My winnings were not connected to any active bonus, free spins, or promotional offer.

In addition, my account was closed while my winnings were still on the account, and I would like to understand the reason for this decision and what will happen to the remaining funds.

Thank you for your assistance. And here is

A photo what they responded to me

Kind regards,

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: [email protected].

Additionally, have you used any VPN or IP-masking software to alter your real location while accessing the casino website? Is there any chance that someone from your household or using the same IP also created an account at this casino?

Thank you very much for your patience and cooperation.

Hello Attila,

Thank you for your message.

I can confirm that I have not used any VPN or IP-masking software while accessing the casino. I am also the only person who has used this casino account, and no one else from my household or using the same IP address has created or used an account at this casino.

I would also like to mention that I had just moved to Germany during the same week when these events took place, which may explain any differences related to my location or address information.

I will send you all the documents I provided to the casino for verification, along with the communication between myself and the casino's customer support.

Thank you for your assistance and for looking into this matter.

Kind regards, [Redacted]

Dear Player,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello Salminenleevi,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Salminenleevi,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now be forced to mark the complaint as unresolved in our system.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the website validator you can find on this LINK or in the footer of the casino's website. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected]. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Kind regards,

Martin