Mishandling of my self exclusion request

Hello, I would like to contact you because the casino deprived me of my winnings,11 thousand euros.i registered there on january 11.01.2026 and deposited 1,000 euros from my crypto wallet. I lost my real balance at a hight bet.then i used the bonus money mainly at 4 euros, as required by their terms.i maneged to win more than 15 thousand euros after comleting the wagering requirement. i played a little at a hight bet and placed a withdrawal of 4,000 euros. I was asked to go trough verification.i successfully passed it and receveid my money.Almost immediatly after, I receveid an SMS in Gmail that I needed to go trough verificationagain.i passed it. They wrote to me on Gmail that verification was successful.an hour later, I received an SMS that I need to go trought verification again!I wrote that i had already passedverification,to wich I receveid the answer that it didnt matter. I have to go trough everything again!and 16.01.2026 im getting messages from them on Gmail saying they've deprived me of all the winnings! Please help me figure this out.

I am filing this complaint against Turbo Wins due to their unacceptable delay in processing a refund that was approved over three weeks ago, despite my having provided all the requested documentation.

Here is a detailed timeline of the events:

1. Account Closure & Payout Cancellation: My player account was abruptly closed by Turbo Wins, citing "commercial reasons" after my proof of residence was rejected twice. Simultaneously, my pending withdrawal was canceled.

2. Refund Approval: The casino support team confirmed to me via email that I would receive a full refund of all my deposits. However, they stated that the refund could not be processed back to my original payment method and would instead be sent to my bank account.

3. Request for Documents: I was asked to provide verification documents (ID and proof of residence) to facilitate this alternative payment method. I complied immediately and submitted all required documents over 9 days ago. The casino confirmed the receipt of these documents.

4. Unjustified Delay: Despite having all the necessary documents and their explicit promise to refund me, the money has not been processed or received. It has been over 3 weeks since the refund was approved and over 14 days since I provided the final documents. My subsequent inquiries have been ignored or met with generic responses.

This is a clear case of a casino withholding player funds without justification after explicitly approving their return. The constant delays and lack of communication are unacceptable.

My request is simple: I demand that Turbo Wins immediately process the approved refund to my designated bank account without any further delay.