Winnings of 11000 euros were written off

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.