Winnings of 11000 euros were written off

I am filing this complaint against TurboWins (operated by Igloo Ventures SRL) regarding the mishandling of my self-exclusion request and the losses that followed.

On 10 June 2026, I sent a clear self-exclusion request by email. In the email, I explicitly stated that I wanted to stay away from gambling / stop playing.

TurboWins did not implement the restriction immediately. Approximately one week later, they themselves decided to apply a one-month self-exclusion and confirmed this by email. They don’t have a 1-month minimum is 6months.

According to their own Responsible Gambling and Self-Exclusion policy, such requests should be handled promptly (within 24 hours). In my case, there was a clear delay of around 7 days.

On the day the 1-month self-exclusion period expired, the VIP manager contacted me and applied a bonus to my account, stating ”dropped something in your account.” The account was made fully available again. I then deposited and played, resulting in a net gambling loss of approximately €1,966 from 20 July 2026 to 26 July..

This was not an isolated incident. I had previously self-excluded from SlotMonster and later from SlotMaster (related brands under the same operator group). After each self-exclusion, I received marketing and bonus offers from the next brand (SlotMonster → SlotMaster → TurboWins).

I have already submitted a formal complaint with full supporting evidence to the TurboWins Complaints team (around 28 July 2026). They acknowledged receipt but have not provided a substantive resolution.

I am requesting full reimbursement of the net losses (€1,966) incurred after the delayed and poorly handled self-exclusion, followed by VIP contact and bonus reactivation of the account.

Supporting evidence includes:

• My original self-exclusion email (where I clearly asked to stay away from gambling)

• TurboWins’ delayed confirmation of a one-month self-exclusion

• VIP manager communication and bonus record

• Full transaction history and net loss calculation

• TurboWins Responsible Gambling / Self-Exclusion policy

• Evidence of cross-brand re-engagement after previous self-exclusions

I can provide all documents and screenshots upon request.

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.